Enrollment Specialist

Job Summary

The University of Maryland Global Campus seeks a highly motivated and customer-focused Admissions Advisor to join our team. As an Admissions Advisor, you will play a critical role in guiding prospective students through their decision-making process, providing exceptional service, and driving new student recruitment and first-term success.

Key Responsibilities

• Engage in consultative dialogue with prospective students to explore their needs and concerns, presenting information in a professional and articulate manner.
• Accurately document, maintain, and track all student interactions, information, and progression through our CRM system.
• Drive new student recruitment and first-term success through problem-solving and providing a strong advocate for student success.
• Meet speed to response goals and demonstrate high-quality customer service throughout all student and staff interactions.
• Maintain departmental Service Level Agreements in line with management expectations.
• Possess a thorough understanding of UMGC product knowledge, policies, procedures, and systems to effectively guide prospective students from inquiry through enrollment in their first term.

Additional Responsibilities

• Be highly visible and dynamic through a high volume of interactions with prospective students, adhering to the contact strategy.
• Maintain and provide accurate information on admissions process, program requirements, first-term student success/retention initiatives, policies, procedures, and dates/deadlines.
• Contribute to individual, team, and unit goals on a daily, weekly, and monthly basis to ensure new student growth targets are met.
• Develop referral leads from prospective students, UMGC alumni, and/or personal networks.
• Proactively engage with prospective students and help them overcome potential barriers within the student enrollment process.
• Act as a liaison for prospective students by assisting with all processes, including registration, degree planning, and serving as a liaison between students and other University departments.
• Provide comprehensive responses to student questions regarding transfer credit, transcripts, document tracking, and other records being sent to the university.
• Possess a thorough understanding of UMGC product knowledge, policies, procedures, and systems to guide prospective students effectively and accurately.
• Correspond clearly and effectively with all students and Admissions team members.
• Be knowledgeable of UMGC services, including hybrid classes and testing services at military and civilian sites where relevant.
• Maintain a mastery of content knowledge for all university, corporate alliance programs, and community college agreements.
• Participate and provide leadership in recruitment activities and new student success initiatives, including attending virtual open house events, information sessions, webinars, classroom walk-through presentations, and other events as requested to offer guidance to new students.
• Provide general information to students regarding all payment options, the full range of active duty and veteran educational benefits, process, and requirements via phone, text, and email conversations.
• Evening, weekend hours, and possibly holidays may be required at times based on business need.
• Perform other duties as assigned.

Admissions Advisor-Partnership Additional Duties

• Independently represent the University virtually and at locations throughout the state at recruitment events, transfer fairs, webinars, and on community college campuses to generate inquiries.
• Conduct classroom presentations virtually and/or onsite to increase awareness of the Maryland Completion Scholarship, UMGC's online classroom, program articulations, and transfer process.
• Some evenings, weekends, and extensive in-state travel is required. Candidates must have a good driving record along with reliable transportation and auto insurance.

Duty Statements

• Employees that live within 50 miles of UMGC are required to work university commencement.

Required Education and Experience

• An earned Associate's Degree.
• At least 1 year serving in an Admissions, Advising, Coaching, or Consultative Sales role.
• Experience working in a goal-driven, measured performance, and team environment is required.
• Candidates must possess excellent customer service and time management skills, high learning agility, creative problem-solving, interpersonal, oral, and written communications, with strong attention to detail and accuracy.
• Excellent interpersonal communication skills for both one-on-one interactions and group presentations with diverse populations of students.
• Upbeat and outgoing personality with a desire to encourage students to succeed and ability to address and overcome student concerns.
• Excellent computer and keyboarding skills (Microsoft Office, inclusive of Word, Excel, PowerPoint).

Preferred Education and Experience

• An earned Bachelor's degree.
• 1+ years working in a call center or high-volume, customer service/consultative sales environment.

Requirements to be Eligible for Remote Role

• Home worksite furniture and equipment shall be provided by the Candidate.
• UMGC will provide necessary office supplies, a laptop, monitor, and headset.
• Network communication to non-public UMGC online information technology services and data shall be made only through the use of the UMGC Virtual Private Network (VPN) to ensure data is transmitted through encrypted channels and proper authentication.
• All computing equipment that is used, whether purchased by UMGC or the individual, must be connected to broadband internet through an Ethernet connection.
• All computing equipment that is used must be connected to broadband internet with upload and download speeds of at least 25MBPS. You must also hardwire your laptop to the router through an Ethernet connection.

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