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Enrollment Services Specialist
2 months ago
Wayne State University is seeking a highly skilled Enrollment Services Specialist to join its Enrollment Services Center team. As a key member of our team, you will provide exceptional customer service to students, parents, and other university offices, ensuring a positive and supportive experience for all.
Key Responsibilities- Provide quality customer service in multiple areas, including financial aid, registration, admissions, and student accounts.
- Resolve complex student issues in a timely and professional manner.
- Identify and resolve obstacles to student success and provide feedback to appropriate units.
- Disseminate accurate information concerning students' status and procedures for requesting exceptions to enrollment or financial policies.
- Answer inquiries and act as a liaison between students, parents, and other university offices.
- Participate in rotation of assignments between a call center and front counter.
- Review individual student enrollment records and accounts following federal, state, and outside agency guidelines as well as University policies.
- Maintain confidentiality of student information according to FERPA and University guidelines.
- Accurately record data received and document information and services provided.
- Clarify students' concerns and respond appropriately to sensitive inquiries or complaints.
- Provide individual students with information concerning matters that may affect their enrollment or financial status.
- Provide appropriate referrals for students, parents, and others.
- Process transactions to record data received or to provide written documentation of information and/or a service provided.
- Update and discuss service-related issues with Center team and student service department staff.
- Participate in monthly update and training sessions.
- Graduation from an accredited college or university or an equivalent combination of education and/or experience.
- Two years previous experience in providing customer service, preferably in an educational setting.
- Demonstrated history of superior customer service skills and ability to manage difficult customer situations.
- Strong organizational skills and attention to detail.
- Ability to communicate effectively orally and in writing.
- Experience working with a web-based student information system and experience navigating websites to locate information.
- Excellent customer service skills and ability to manage difficult or emotional customer situations.
- Ability to work effectively in a fast-paced environment, both in person and on the telephone.
- Ability to analyze financial or other quantitative data and communicate the information accurately to customers.
- Ability to review forms for accuracy.
This position is located in a normal office environment. The university is an affirmative action/equal opportunity employer and encourages applications from women, people of color, and other underrepresented groups.
