Enrollment Management Coordinator, Int-#605729

Northern Arizona University
Arizona, United States
$41,421.00 - $41,421.00
Posted date
Oct 21, 2021

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Position Type
Administrative, Student Affairs, Admissions, Enrollment, Retention & Registrar
Employment Level
Employment Type
Full Time

Position Overview:

Assists with supporting Enrollment Management operations to ensure prospective, current, and former students, parents, families, alumni, faculty, staff, and the university community receive accurate information and guidance primarily in NAU's Call Center. Provides information and interpretation on pathway and transfer progress and processes, registration, financial aid, scholarships and waivers, student records, billing, tuition, and payment.

Job Functions and Duties:

Student and Customer Support (50%)

  • Assists with and facilitates appropriate processes related to enrollment management functions, such as pathway and transfer progress and processes, registration, financial aid, scholarships and waivers, student records, billing, tuition, and payment to provide timely service.
  • Assists with the counseling, education, guidance, and instruction of students in the completion of various forms related to registration, student accounts, and/or financial aid; provides information regarding deadlines, deferments, transcripts, graduation, residency, reinstatements, etc.
  • Respond to inquiries from internal ESS staff and internal NAU staff to provide case triage and expedited customer service.
  • Support the university by providing easy access to information for students, parents, guardians, faculty, and staff.
  • Provides outreach and assistance to students regarding university enrollment management programs and processes.
  • Provides high-quality customer service.
  • Process student add/drop and petitions requests.

Knowledge of University Policies and Procedures (25%)

  • Advise students by providing financial aid information concerning the Free Application for Federal Student Aid (FAFSA) and online FAFSA applications; explain financial aid eligibility and disbursement of aid, as well as cost of attendance figures.
  • Resolve problems or concerns on student account billing statements and financial transactions; answer questions and explain debits and credits, tuition and fee assessment, credit load and impact on tuition, and refund/credit transactions.
  • Advise students of enrollment timelines and forms.
  • Facilitate student needs in navigating pre-advising and enrollment planning process.
  • Receives and responds to questions to ensure efficient navigation of enrollment management processes, procedures, and programs.
  • Ensures all applicable university, state, and federal guidelines, policies, and/or regulations are met.
  • Follow FERPA guidelines appropriately

Departmental Liaison and Representative (10%)

  • Serves as a liaison and cultivates relationships with for a broad range of student services, such as Student Life, Veteran Services, Disability Resources, University Advising, and other services.
  • Provide service to prospective Nursing Students and Prospective Transfer students. Including liaison work with the transfer articulation department in University Admissions and University Advising.
  • Specialize in Salesforce CRM application to provide customer service in the form of inbound and outbound phone calls, emails, print communications, and in-person on Scholarships and Financial Aid, Student and Departmental Accounts, The Office of the Registrar, and Admissions and Orientation

Knowledge of Enrollment Management and Student Services Call Center workplace systems, processes, and priorities (10%)

  • Identifies and escalates complex or sensitive employment or workplace concerns to supervisor in order to reduce employee and institutional risk.
  • Function as Tier 2 support for phone and walk-in for the Student Contact Center and Student Service Center including escalations and Tier 2 knowledge base management.
  • Document student contact through Salesforce case management in student information database and coordinate transition of higher-level cases to functional area staff.
  • Facilitate transition to Tier 3 functional area service.
  • Manages and tracks key tasks and workloads across the unit/department.
  • Provide case quality assurance for Tier 1 structures and systems through case triage.
  • Process documents for ESS including but not limited to W9-S forms, Prop 300, and DES forms. Respond to operational demands of ESS and the University as determined by ESS leadership.

Other Duties as Assigned (5%)

  • Weekends and evening work will be required in a rotational basis seasonally.

Minimum qualifications:

  • Associates or undergraduate bachelor’s degree.
  • Minimum 2-4 years of relevant experience.

Application deadline:

November 1, 2021 at 11:59 pm

Annual Salary:

The budgeted salary amount is $41,421.

Please see nau.jobs for full job descriptions and details on how to apply online! NAU is an Equal Opportunity/Affirmative Action Institution. Women, minorities, veterans and individuals with disabilities are encouraged to apply.

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