Student Experience Representative

Title: Student Experience Representative Employee Classification: Student Experience Rep Campus: University of North Texas Division: UNT-Enrollment Management SubDivision-Department: UNT-Integrated Student Svc Ctr Department: UNT-Integrated Student Svc Ctr-164820 Job Location: Denton Salary: $36,383.04

FTE: 1.000000

Retirement Eligibility: TRS Eligible About Us - Values Overview Welcome to the University of North Texas System. The UNT System includes the University of North Texas in Denton and Frisco, the University of North Texas at Dallas and UNT Dallas College of Law, and University of North Texas Health Fort Worth. We are the only university system based exclusively in the robust Dallas-Fort Worth region. We are growing with the North Texas region, employing more than 14,000 employees, educating a record 49,000+ students across our system, and awarding nearly 12,000 degrees each year. We are one team comprised of individuals who are committed to excellence, curiosity and innovation. We are transforming lives and creating economic opportunity through education. We champion a people-first values-based culture where We Care about each other and those we serve. We believe that we are Better Together because we foster an environment of respect, belonging, and access for all. We demonstrate Courageous Integrity through setting exceptional standards and acting in the best interest of our communities. We are encouraged to Be Curious about opportunities for learning, creating, discovering, and innovating, and are encouraged to learn from failure. Show Your Fire by joining our team and exhibiting your passion and pride in your work as part of our UNT System team. Learn more about the UNT System and how we live our values at Department Summary The UNT One Stop provides holistic student support across enrollment and financial services functions within the Division of Enrollment. Our team members support students across various modalities, including in-person, telephone, and virtual services (online chat and case management). The Student Experience Representative, UNT One Stop position provides direct assistance to students, families, and customers in support of a progressive and simplified student experience. The position will guide students through processes related to admissions, enrollment, financial aid, student accounts, and financial literacy, proactively solving complex situations through direct intervention and collaboration across teams, departments, and divisions. Position Overview The UNT One Stop provides holistic student support across enrollment and financial services functions within the Division of Enrollment. Our team members support students across various modalities, including in-person, telephone, and virtual services (online chat and case management). The Student Experience Representative, UNT One Stop position provides direct assistance to students, families, and customers in support of a progressive and simplified student experience. The position will guide students through processes related to admissions, enrollment, financial aid, student accounts, and financial literacy, proactively solving complex situations through direct intervention and collaboration across teams, departments, and divisions. The position enables individuals to coach students through complex situations and develop solutions, thrive in a team environment, and systematically improve the student experience in partnership with our vast array of UNT campus partners. This position will work alongside Front Counter, Contact Center, and Student Money Management staff and student employees of the UNT One Stop. Minimum Qualifications A minimum of one year of experience working with students or customers in a service-oriented environment. Knowledge, Skills and Abilities Excellent interpersonal, written, and verbal communication skills. Ability to problem-solve, multi-task, and organize in a fast-paced collaborative environment. Ability to effectively communicate. Proficiency in Microsoft Office and within administrative systems (ERP/student administrative systems, Customer-Relationship Management, and other student services software). Unwavering passion for helping others. Demonstrated commitment to systemically improve the student experience. Preferred Qualifications The preferred candidate will possess the following additional qualifications: Ability to deliver exceptional customer service to a large customer base while remaining agile in a unit that is growing and adapting to customer needs. Ability to consistently deliver exceptional customer service in person, by phone, through virtual services, and by electronic communications. Ability to work both independently and with a group, and to develop and maintain positive and effective working relationships with all coworkers. Strong attention to detail and analytical skills. A dynamic ability to grow with a new, fast-paced organization. Required License/Registration/Certifications N/A Job Duties Provides direct assistance to students, families, and customers in support of a progressive and simplified student experience. The position will coach students through processes related to admissions, enrollment, financial aid, student accounts, and financial literacy, proactively solving complex situations through direct intervention and collaboration across teams, departments, and divisions. Contact may be by phone, in person, or virtually (case management/virtual appointment). Tasks require analysis and compilation of administrative and situation data across multiple sources in order to research solutions and partner with internal and external partners to develop solutions. Promotes a positive work environment for all team members within and beyond the UNT One Stop. Demonstrates respect, flexibility, open-mindedness, and kindness in all interactions with students, team members, and campus partners. Embodies a commitment to the mission and vision of the UNT One Stop and the home offices that it supports, the Division of Enrollment, and the University of North Texas. Serves as an example of positive engagement in the department through active participation in meetings, within committees, and by assisting others. Utilize existing tools and assist students in navigating confidential student information across multiple systems. Effectively utilize the CRM database to assist students and track requests across the student lifecycle. Responsible for whole student case creation and routing, utilization of available tools and follow-up/escalation as appropriate. Comply with all university policies, rules, and regulations including attending work regularly and punctually. Undergo ongoing training on federal, state, and institutional regulations and business processes/policies. Participate in outreach initiatives that promote awareness and adoption of the services provided by the UNT One Stop through collaboration with internal and campus partners. Serve as a champion for student success through the cultivation of a streamlined student experience. Physical Requirements Communicating with others to exchange information. Lifting and Moving objects up to 20 pounds. Sedentary work that primarily involves sitting/standing. Environmental Hazards No adverse environmental conditions expected. Work Schedule Monday-Friday 8am-5pm, with overtime as needed during peak periods. Driving University Vehicle No Security Sensitive This is a Security Sensitive Position. EEO Statement The University of North Texas System is firmly committed to equal opportunity and does not permit –and takes actions to prevent – discrimination, harassment (including sexual violence, domestic violence, dating violence and stalking), and retaliation on the basis of race, color, religion, national origin, sex, age, disability, genetic information, or veteran status in its application, employment practices, and facilities; nor permits race, color, national origin, religion, age, disability, veteran status, or sex discrimination and harassment in its admissions processes, and educational programs and activities. UNT System Administration promptly investigates complaints of discrimination, harassment, and related retaliation and takes remedial action when appropriate. System Administration also takes actions to prevent retaliation against individuals who oppose any form of harassment or discriminatory practice, file a charge or report, or testify, assist, or participate in a related investigation or proceeding. #J-18808-Ljbffr University of North Texas