Enrollment Coordinator

Job Description Syracuse University’s D’Aniello Institute for Veterans and Military Families (IVMF) provides an exceptional, participant-centered experience to military-connected individuals seeking career training, education, entrepreneurship, and related services. This position is a front-door point of contact who helps each individual identify the right next step across IVMF’s programs. Working from person-centered discovery, the incumbent identifies an individual’s goals, eligibility, readiness, timing, and constraints; explains relevant IVMF pathways accurately; recommends a primary next step while keeping appropriate future options open; supports the application and enrollment; documents the interaction in the CRM; and completes a warm handoff with clear ownership so that no inquiry becomes a dead end. The role supports the participant journey from initial inquiry as well as possibly re-entry into another IVMF program. This position works in a high-volume operation built on brief, meaningful human touchpoints and accurate documentation. This position may be filled on a fully remote basis if the identified candidate is not currently located in Syracuse, NY (within 50 miles). Not all geographical areas within the United States are eligible. Employment offers at Syracuse University are based on a combination of factors including, but not limited to, the job responsibilities; the candidate’s education, training, work experience and key competencies; the university’s strategic priorities; internal peer equity; applicable federal, state, local laws, grant funding and contractual requisites; and external market analyses. Education and Experience Bachelor’s degree preferred3-5 years of program advising, enrollment, admissions, or related participant/student services experienceExcellent organization, planning, and problem-solving skillsExperience working with veterans and/or military familiesExperience using project management software (Monday.com, Microsoft Teams preferred)Experience in CRM/database management (Salesforce or Microsoft preferred) Skills and Knowledge Strong active-listening and discovery skills, with the ability to conduct a focused conversation and identify an appropriate next step efficientlyBasic database knowledge (preference given to candidates with Salesforce experience)Ability to learn the full IVMF program portfolio quickly and accurately in order to assess fit and make appropriate cross-program referralsEffective use of existing technologies to synchronize and coordinate across multiple time zones, and familiarity with using Microsoft Office suite and basic generative AI use and understanding Responsibilities Navigation Serve as a primary point of contact for prospective participants, guiding veterans, service members, and military spouses to the IVMF program or service that best fits their goals, stage, and readiness, agnostic of any single programConduct focused discovery conversations to identify each individual’s desired outcome, eligibility, readiness, timing, and constraints, and recommend a primary next step (and, when useful, a relevant future pathway)Explain IVMF programs and services accurately and in plain language, setting realistic expectations and avoiding unsupported promises regarding admission, funding, employment, or availabilityComplete warm handoffs with clearly named ownership and next actions so that referrals do not become dead ends, and track them through to completionRefer individuals to other IVMF or relevant community resourcesIndependently assess readiness and fit, escalating complex, borderline, or exception cases as neededSupport virtual information sessions to attract veteran, transitioning service member, National Guard, Reservist, and military spouse applicantsAchieve Level 1 Pathway Navigator proficiency within 45 to 90 days of hire, as defined in the IVMF Pathway Navigator Training and Proficiency Guide, demonstrating cross-portfolio navigation competency and the ability to complete accurate, well-documented handoffs Operations & Documentation Conduct comprehensive enrollment activities across IVMF programs, including reviewing incoming applications for completeness, eligibility, and program fitManage email and voicemail inboxes; respond to inquiries via phone and email in a timely, professional, and accurate mannerDocument each interaction briefly and meaningfully in the CRM — capturing goal, relevant facts, recommendation, action taken, next owner, and any verification needed — so individuals do not have to repeat their storyMaintain data integrity within existing CRM and database structures for program eligibility, reporting, and sponsored-funding requirementsProvide quality-assurance checks on applications and escalate heightened applicant concerns as neededSupport efforts to continuously improve the navigation experience, and help maintain admission guidelines, criteria, and procedures Program & Event Support Collaborate with IVMF program staff on recruitment and marketing initiatives, including presentations that promote IVMF programsOccasionally assist with programs and events, including tabling, registration, opening/closing ceremonies, in-residency events, and the annual national conferenceComplete other tasks as assigned to meet program requirement changes Physical Requirements Not Applicable Tools/Equipment Not Applicable Application Instructions In addition to completing an online application, please attach a resume and cover letter. About Syracuse University Syracuse University is a private, international research university with distinctive academics, diversely unique offerings, and an undeniable spirit. Located in the geographic heart of New York State, with a global footprint, and over 150 years of history, Syracuse University offers a quintessential college experience. The scope of Syracuse University is a testament to its strengths: a pioneering history dating back to 1870; a choice of more than 200 majors, 100 minors, and 200 advanced degree programs offered across the University’s 13 schools and colleges; over 15,000 undergraduates and over 6,000 graduate students; more than a quarter of a million alumni in 160 countries; and a student population from all 50 U.S. states and 123 countries. For more information, please visit http://www.syracuse.edu. About The Syracuse Area Syracuse is a medium-sized city situated in the geographic center of New York State approximately 250 miles northwest of New York City. The metro-area population totals approximately 500,000. The area offers a low cost of living and provides many social, cultural, and recreational options, including parks, museums, festivals, professional regional theater, and premier shopping venues. Syracuse and Central New York present a wide range of seasonal recreation and attractions ranging from water skiing and snow skiing, hiking in the Adirondacks, touring the historic sites, visiting wineries along the Finger Lakes, and biking on trails along the Erie Canal. EEO Statement Syracuse University is an equal-opportunity institution. The University prohibits discrimination and harassment based on race, color, creed, religion, sex, gender, national origin, citizenship, ethnicity, marital status, age, disability, sexual orientation, gender identity and gender expression, veteran status, or any other status protected by applicable law to the extent prohibited by law. This nondiscrimination policy covers admissions, employment, and access to and treatment in University programs, services, and activities. Commitment to Supporting and Hiring Veterans Syracuse University has a long history of engaging veterans and the military-connected community through its educational programs, community outreach, and employment programs. After World War II, Syracuse University welcomed more than 10,000 returning veterans to our campus, and those veterans literally transformed Syracuse University into the national research institution it is today. The University’s contemporary commitment to veterans builds on this historical legacy, and extends to both class-leading initiatives focused on making an SU degree accessible and affordable to the post-9/11 generation of veterans, and also programs designed to position Syracuse University as the employer of choice for military veterans, members of the Guard and Reserve, and military family members. Commitment to a Respectful and Welcoming Community Syracuse University fosters a welcoming learning environment where students, faculty, administrators, staff, curriculum, social activities, governance, and all aspects of campus life reflect a broad range of perspectives and experiences. The University community values the many similarities and differences among individuals and groups. At Syracuse, we are committed to preparing students to engage with and appreciate the richness of backgrounds, beliefs, and experiences that shape our society. To achieve this, we strive to cultivate a community that respects and encourages open dialogue, understanding, and mutual respect.