Senior Student Success Specialist for Heels Hub

Position Summary
The University of North Carolina at Chapel Hill seeks a Senior Student Success Specialist for Heels Hub a OneStop student services unit housed within Enrollment Management. This position plays a critical support role in delivering a seamless student-centered service experience to students and addition to providing support through in-person and digital channels the Senior Student Success Specialist performs advanced coordination and support duties including service ticket review routing and resolution; knowledge-base content creation and quality-assurance tasks. This role processes student requests and makes decisions based on documented policies and procedures. This position provides student-centric counseling throughout the student lifecycle. The ideal candidate will make timely decisions and use professional judgement to assist students and ensure immediate financial needs are met. It is critical that the candidate be committed to supporting student success while upholding institutional and federal financial aid policies. This position also provides functional supervision training and daily oversight for student workers supporting Heels Hub operations. Working in a fast-paced high-volume environment the Senior Student Success Specialist demonstrates a high level of independence judgment and cross-training across multiple student service areas. The position supports UNCs no wrong door service model by improving service consistency reducing barriers and ensuring timely and accurate assistance across the full range of student service functions. The position also contributes to institutional compliance by maintaining accurate documentation following established protocols and upholding all federal state and University policies and regulations governing the access use and disclosure of student records. Through cross-training teamwork and student-centered problem solving the Senior Student Success Specialist position helps ensure that students have access to the resources and guidance they need to succeed at Carolina. The ideal candidate will demonstrate an outstanding ability to advocate and care for students and families; identify and assess opportunities to support outreach efforts; speak and write clearly in explaining complex situations. The successful candidate will also demonstrate a strong commitment to the Universitys mission a keen interest in supporting Carolinas student body and an ability to work effectively with colleagues who have varied backgrounds and perspectives

Required Qualifications Competencies And Experience
* Strong customer service skills and experience working in a front-line high-volume service environment. * Demonstrated ability to communicate clearly and professionally with diverse populations. * Experience in triaging inquiries problem-solving and applying policies to wide-ranging student scenarios. * Proficiency using Microsoft Word Excel Outlook Teams/Zoom and CRM or ticketing platforms. * Experience creating written content such as training materials. * Ability to work independently manage competing priorities and maintain accuracy under pressure. * Experience providing direction or functional supervision to student employees or peers. * Commitment to all federal state and University policies and regulations governing the access use and disclosure of student records including the Higher Education Act ( HEA ) Internal Revenue Code ( IRC ) and the Family Educational Rights and Privacy Act ( FERPA ). * Demonstrated ability to interpret and explain University policy related to enrollment registration academic records and student status. * Experience working in an admissions financial aid registrar student accounts or academic advising office.

Preferred Qualifications Competencies And Experience
Experience at a large decentralized public research university or similarly complex institution. Familiarity with enterprise student information systems and CRM platforms (e.g. PeopleSoft Slate or comparable systems). * Experience with ticket triage workflow management or service operations. * Experience supporting process improvements or contributing to service transformation efforts. * Experience interpreting and explaining program policy and procedures.

Required Experience:

Staff IC