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Enrollment Management Coordinator

2 months ago

Flagstaff, Arizona, United States Northern Arizona University Full time

Job Summary:

Northern Arizona University is seeking a highly skilled Enrollment Management Coordinator to join our team. As a key member of our enrollment management operations, you will play a critical role in ensuring that prospective, current, and former students, parents, families, alumni, faculty, staff, and the university community receive accurate information and guidance.

Key Responsibilities:

  • Assist with supporting enrollment management operations to ensure timely and accurate information and guidance to students, parents, families, alumni, faculty, staff, and the university community.
  • Provide information and interpretation on pathway and transfer progress and processes, registration, financial aid, scholarships and waivers, student records, billing, tuition, and payment.
  • Assist with and facilitate 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.
  • Identify and escalate 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.
  • 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.

Functional Area Support:

  • Responsible for knowledge of the student life cycle within the functional areas: Undergraduate Admissions and Orientation, Scholarships and Financial Aid, Student and Departmental Accounts, and Office of the Registrar.
  • 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. Process student add/drop and petitions requests. 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.
  • Provides outreach and assistance to students regarding university enrollment management programs and processes.
  • Serves as a liaison and cultivates relationships with campus partners for a broad range of student services, such as Student Life, Veteran Services, Disability Resources, University Advising, and other services.
  • Facilitate transition to Tier 3 functional area service.

Additional Job Functions:

  • Manages and tracks key tasks and workloads across the unit/department.
  • Ensures all applicable university, state, and federal guidelines, policies, and/or regulations are met.
  • Provides high-quality customer service.
  • 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.
  • 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 and DES forms.
  • Follow FERPA guidelines appropriately.
  • Respond to operational demands of ESS and the University as determined by ESS leadership.
  • Weekends and evening work will be required in a rotational basis seasonally.