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One Stop Counselor

1 month ago

Knoxville, United States University of Tennessee Full time
One Stop Student Services (Hiring for multiple positions)

Division of Enrollment Management

University of Tennessee, Knoxville

The Office of One Stop Student Services at the University of Tennessee, Knoxville, (UTK) invites applications and nominations for our One Stop Counselor position. We are seeking candidates who can contribute in meaningful ways to enhancing the accessibility of higher education, fostering a diverse and inclusive academic environment, and improving the recruitment and graduation of our students. The University of Tennessee, Knoxville, has been ranked by Forbes as one of America's best large employers, as recognized on the 2024 list.

Applications received within the first 2 weeks (14 days) of the job posting date will receive priority review.

The Position:

This is an on-campus position with some hybrid/remote work schedule flexibility. Working hours will be 11am - 8pm.

This position is part of the centralized team within One Stop Student Services that provides a student-focused approach to counseling and service, in order to provide an exceptional, seamless service experience that supports student success and institutional goals of recruitment, retention, and graduation. The position is cross trained to provide counseling and support to students (prospective, current, former, alumni), parents/families, and other campus community members in the areas of Undergraduate Admissions, University Registrar, Financial Aid and Scholarships, and the Bursar. This position also manages a defined caseload of students through the VolSuccess Teams program, offering individualized counseling and territory management to aid in the improvement of retention and persistence of UT students. This position will be able to answer questions of significant breadth and depth related to Undergraduate Admissions, Bursar, Financial Aid & Scholarships, and University Registrar. In addition to answering questions, the One Stop Counselor will use professional judgment by problem solving student situations and taking action to resolve accordingly. This position is the first point of contact for students, and where personal interaction and problem solution begins. This position provides information and resources, counseling on complex enrollment issues and resolving these issues. This position will focus on the Digital Learning population.

Qualifications:

Required Education and Experience:

High School diploma and 5 years of customer service experience, or

Associate degree and 3 years of customer service experience, or

Bachelor's degree and 1 year of customer service experience.

Preferred Education and Experience:

Bachelor's Degree

• Experience in higher education, specifically in the areas of enrollment, admissions, financial aid, registrar, and bursar/student accounts.

• Experience working with diverse populations.

• Demonstrated experience in strategic planning, data driven decision making and relationship building.

• Vol Success Team Management, report building and maintenance, and the use of data driven decision making for planning and strategy development, as related to VST.

Required Knowledge, Skills, and Abilities:

• Exceptional customer service skills and knowledge of basic service etiquette.

• Exceptional oral and written communication skills/public speaking skills.

• Attention to detail, writing, listening, and interpersonal skills.

• Ability to independently and strategically oversee case management of VST, emails, and calls.

• Ability to write clearly, concisely, and correctly.

• Ability to engage and interact effectively with people from diverse backgrounds.

• Ability to work together as a team.

• Ability to analyze and interpret data and make independent decisions.

• Ability to meet high expectations in a fast-paced, dynamic, customer-oriented environment.

Preferred Knowledge, Skills, and Abilities:

• Knowledge of higher education, enrollment services, and student development.

• Knowledge of the University of Tennessee, Knoxville, including institutional and unit policies, procedures, and process.

• Ability to work with new technologies to enhance the overall student management systems.

Benefits:

University of Tennessee employees are eligible for a comprehensive suite of benefits that includes:

• Generous paid leave, accruing up to 24 days of vacation and 12 days of sick leave annually, plus 14 paid holidays and administrative closing day

• Flexible work arrangements, offering a hybrid schedule to most team member

• Education benefits for employees and their dependents at UT System campuse

• Retirement and deferred compensation plans, including 401(k), 403(b), etc.

• Comprehensive medical, dental, and vision insurance plan

• Employee discounts to attractions, services, and good

The Division

The Enrollment Management (EM) division comprises more than 190 full-time staff who serve our students through the following departments and functions: Undergraduate Admissions, International Recruitment, Transfer Center, One Stop Student Services, Financial Aid and Scholarships, the Center for Financial Wellness, University Registrar, Pre-college Research Excellence Programs, EM Research & Analytics, EM Communications, and EM Operations. The Division of Enrollment Management is committed to our Vision, Mission and Values. We are passionate about fulfilling our land-grant mission of accessible education and making an impact that will transform lives through the student experience.

The University of Tennessee, Knoxville is the state of Tennessee's flagship university and is classified as a Carnegie Research 1 institution. As a land-grant university and as Volunteers, serving our state and nation is key to our mission. UT enrolls over 35,000 students (more than 6000 graduate/professional students) at its Knoxville campus. Led by the example of our Chancellor's Cabinet and their Principles for Engagement, the University of Tennessee, Knoxville, builds and supports an inclusive community that provides opportunities to lead, serve and engage as Volunteers and citizens. We strive to create a welcoming community rich with diverse experiences. We seek colleagues who are committed to teamwork and have a passion for working with and serving all constituents. We especially seek candidates who have an ability to contribute in meaningful ways to the goals of the university.

The Knoxville Community: Nestled in the foothills of the Great Smoky Mountains, Knoxville has a metropolitan statistical area population of more than 850,000 people. We enjoy a dynamic culture that includes numerous theaters and museums, a vibrant and diverse music scene including a symphony orchestra and an opera company, world-class restaurants, numerous cultural festivals and an active downtown market square. Surrounded by lakes and the Tennessee River, the Knoxville area boasts wonderful year-round water activities, including boating, fishing, and swimming that make for scenic and breathtaking views of the area. Knoxville is located within easy driving distance to Asheville, Nashville, Atlanta, and the Great Smoky Mountains, and a day's drive to Memphis, Chicago and Washington D.C.

For full consideration, applicants should submit a cover letter detailing relevant experience along with a resume and the name, e-mail address, and telephone number of three to five professional references. References will not be contacted without explicit permission of the candidate.