Student Advocate

Position Classification

Regular, full-time, hourly, non-exempt and benefit-eligible staff position. For more benefit information visit Why Work at UCO?

General Schedule

Position typically works Monday-Friday from 8am-5pm in-office at UCO's main campus in Edmond, Oklahoma.

Position Overview

Interact with internal and external customers to provide information in response to inquiries about products and services or assistance concerning the services provided by the unit. Direct requests to those who can provide the service. Respond to requests concerning the interpretation of program policies and procedures. Assist in developing policies and procedures for the operation of daily activities. Respond to requests for information, research and fill requests for customers. Ensure an adequate inventory of materials is available. Serves as a liaison between students and various campus resources utilizing a holistic approach to student success. Identifies enrollment barriers for students and works with internal and external stakeholders to assist students in navigating University processes.

Job Duties

• This position acts as first point of contact provided by phone and front counter work to answer enrollment, financial aid, scholarships, records and registration questions, identify, troubleshoot, and resolve problems and provide accurate information to assist customers with resolutions.
• This position strives for first-call resolution with a high commitment to customer satisfaction and quality. Performs other duties as assigned.

• Acts as Case Manager for students, guiding through the entire student funnel. Has high levels of training and knowledge in all areas of Enrollment Management, including Financial Aid, Enrollment, Admissions, Graduation Services, and Student Records.
• Acts as primary contact for Late Withdrawal, Emergency Withdrawal, and Bursar Appeal processes, and maintains regular contact with students in the associated cycles.
• Applies experience and knowledge to decision-makings processes involved in Enrollment, Student Records, and other student-centric situations.

Qualifications/Experience Required

General education or vocational training and 2+ years’ relevant experience or equivalent combination of education and experience.

Qualifications/Experience Preferred

Associates degree or vocational training plus 3+ years of customer service or call center experience or equivalent combination of education and experience.

Prefer 1+ year higher education experience and/or 1 year UCO experience.
Prior call center experience. Higher Education work experience. Banner Software experience. Bachelor's Degree or 3+ years Call Center experience.

Knowledge/Skills/Abilities

Ability to execute tasks according to standard operating procedures and/or direction. Ability to learn new subject matter, coupled with attention to detail and responsiveness to feedback. Ability to set priorities and objectives, and to assist in problem resolution.

Physical Demands

Reasonable accommodations (in accordance with ADA requirements) may be made, upon request, to enable individuals with disabilities to perform essential functions.