Inquiry and Application Management Specialist

About the role

The Inquiry and Application Management Specialist manages daily phone and email communications for a rapidly growing portfolio of new online undergraduate and graduate programs through Syracuse University Global, delivering best-in-class, responsive service to prospective students at every interaction.

Responsibilities

• Develop and implement workflows and efforts between the Admissions Application Specialist and the Admissions Advisors, communicating trends around inquiry interest.
• Facilitate admissions consultations between prospective students and admissions advisors as follow-up to inquiry conversations.
• Manage collection of application materials from leads, including but not limited to official transcripts, personal statements, resumes, and letters of recommendation. This coordination function is most effective when conducted in person, allowing for real-time handoffs, immediate feedback loops, and rapid resolution of process issues as they arise across the team.
• Manage and respond to all inquiries within Online Student Success, tracking all inquiries regularly and documenting touchpoints appropriately within Slate, OnBase, and other systems.
• Assume the primary responsibility of the recruitment email inbox. Engage with prospective students through direct correspondence, including but not limited to email, telephone, and videoconference.
• Manage outreach to the online student population, offering insight into all programs and resources available.
• Collaborate in person with the Admissions Application Specialist, Admissions Advisors, and university partners across academic units to develop campaigns, troubleshoot inquiry management challenges, align on messaging, and ensure seamless process execution from first contact through enrollment.
• Maintain regular in-person availability to the admissions team and campus partners so that questions are answered promptly, issues are escalated without delay, and workflows continue moving efficiently.
• Maintain impeccable notes and appropriate processing workflows of all inquiry contacts while maintaining comprehensive knowledge of all online degree programs and associated student services.
• Manage, track, and analyze inquiry management and applicant data and reporting, as directed by supervisors and OSS and SU Global leadership.
• Recommend and implement improvements in workflow and process efficiency. Communicate adjustments to workflows and processes consistently across the team.
• Other duties as assigned.

Qualifications

• Bachelor’s degree required.
• Minimum of one year of experience in recruiting, admissions, or a related customer-service field required.
• Strong written and oral communication skills required.

Skills and Knowledge

• Knowledge of university admissions policies and procedures.
• Exceptional intrapersonal skills and the ability to rapport with customers.
• Current knowledge of social media trends and platforms.
• Advanced communication skills and ability to present effectively to small and large audiences.
• Strong computer and analytical skills/capabilities.
• Demonstrated ability to work effectively with students and their family members.
• Demonstrated organizational skills, ability to prioritize and handle multiple tasks simultaneously.
• Demonstrated commitment to working with adult learners.
• Ability to thrive in a collaborative, in-person team environment; comfortable with real-time problem solving, peer learning, and rapid workflow iteration in a fast-paced, startup-style setting.