Coordinator, Texas One Stop for Enrollment Services

General Notes

We are looking for team members who have a passion for helping others, thrive in a team environment and have a strong commitment to systemically improve the student experience. Our goal is to recruit and support staff and students with a wide range of backgrounds, ideas, and viewpoints. A deep passion for promoting diversity, equity, inclusion, belonging and access among our university community. Diversity in our community strengthens teaching and learning, research and creativity and our positive contributions to society. Must be eligible to work in the United States on a full-time basis for any employer.

Position Purpose

Texas One Stop for Enrollment Services serve as a central point of contact for the university community grounded in exceptional customer service and student retention. Coordinators are cross-trained to assist all students, undergraduate and graduate, with academic records, financial aid, enrollment, billing and payments, and registration and record related questions through the student life-cycle lens. Coordinators are a part of a cross-functional team that supports contact for families, prospective students, current students, and alumni through various modalities of services to meet student success and retention needs for the University of Texas at Austin. Remote and hybrid work options possible.

Responsibilities

• Counsel students and community members with expertise and training in a variety of enrollment services (i.e., financial aid, billing, academic records, registration). Manage all inquiries via in person services, phone calls, chats, and via email. Responsible for answering questions and resolving complex issues related to financial aid, enrollment, academic records, billing, and payments, utilizing available tools. Work with appropriate staff and resources to make expert referrals as needed. (30%)


• Responsible for timely follow-ups until the issue is resolved or escalated appropriately, following procedures. (10%)


• Explain, educate, and inform students and families regarding: (30%)
  
  
  
  • Financial aid, including revision of awards; obtain the required documentation and follow-up with requested information from students. Assist in the implementation of processing procedures as related to financial aid.
  
  
  • Student account information related to billing, and other tuition related processes.
  
  
  • Student academic records, including transcript and enrollment verification requests. Guide students through the on-line registration system and assist with new student orientation. Assist students with self-service options. Troubleshoot registration errors, system issues, and inquiries concerning registration.
  
  
  • Other general areas related to student success, university services and operations
  
  
  
  


• Support students in meeting their graduation goals. Communicate with students, advisors, and administrators to troubleshoot registration and graduation barriers, and provide timely solutions for students. Serve as a student service resource for general University information including providing appropriate referrals for campus resources, assist students with navigating and accessing information on the University website. (10%)


• Serve as an active, positive, and engaged member of the Texas One Stop staff; participate on cross-functional committees as appropriate, develop and manage assigned office procedures, paperwork, and data integrity. Coordinate proactive outreach efforts to improve student enrollment, retention, and graduation. (10%)


• Other duties as assigned. (10%)

Required Qualifications

Bachelor's degree and a minimum of one year of work experience in a customer-service-focused field. Excellent interpersonal and communication skills and the ability to interpret and explain information. Highly motivated, focused, and results-oriented. Demonstrated ability to provide accurate information in a courteous, friendly, concise, and approachable manner. Demonstrated ability to solve problems by questioning, organizing, researching, analyzing, processing, and interpreting information. Demonstrated ability to use judgment, discretion, and decision-making skills in dealing with confidential and sensitive issues. Demonstrated ability to learn complex University organization, policies, and procedures related to the position. Ability to meet deadlines. Ability to work flexible hours including nights and/or weekends. High level of proficiency with Microsoft Office applications. Relevant education and experience may be substituted as appropriate.

Preferred Qualifications

Work experience in one or more of the functional areas in the One Stop, i.e. Financial Aid, Student Accounts Receivable, Bursar, Registrar, Admissions or Student Success Initiatives. Proficiency in multiple languages such as Spanish and American Sign Language. Knowledge of The University of Texas at Austin, including institutional and unit policies, procedures, and processes. Experience and knowledge working with ServiceNow, InContact, QLess, and University of Texas at Austin legacy systems.

Salary Range

$41,600

Working Conditions

• May work around standard office conditions


• Repetitive use of a keyboard at a workstation

• Scheduled work hours may vary, including nights and/or weekends.

Required Materials

• Resume/CV


• 3 work references with their contact information; at least one reference should be from a supervisor


• Letter of interest

Important for applicants who are NOT current university employees or contingent workers: You will be prompted to submit your resume in the first step of the online job application process. Then, any additional Required Materials will be uploaded in the My Experience section; you can multi-select the additional files or click the Upload button for each file. Before submitting your online job application, ensure that ALL Required Materials have been uploaded. Once your job application has been submitted, you cannot make changes.

Important for Current university employees and contingent workers: As a current university employee or contingent worker, you MUST apply within Workday by searching for Find Jobs. Before you apply though, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile. This information will be pulled in to your application. The application is one page and you will need to click the Upload button multiple times in order to attach your Resume, References and any additional Required Materials noted above.