Student Experience Representative

About the role

The UNT One Stop provides holistic student support across enrollment and financial services functions within the Division of Enrollment. Our team members support students across various modalities, including in-person, telephone, and virtual services (online chat and case management).

Responsibilities

• Provides direct assistance to students, families, and customers in support of a progressive and simplified student experience.
• Guides students through processes related to admissions, enrollment, financial aid, student accounts, and financial literacy, proactively solving complex situations through direct intervention and collaboration across teams, departments, and divisions.
• Contacts may be by phone, in person, or virtually (case management/virtual appointment).
• Tasks require analysis and compilation of administrative and situation data across multiple sources in order to research solutions and partner with internal and external partners to develop solutions.
• Promotes a positive work environment for all team members within and beyond the UNT One Stop.
• Demonstrates respect, flexibility, open-mindedness, and kindness in all interactions with students, team members, and campus partners.
• Embodies a commitment to the mission and vision of the UNT One Stop and the home offices that it supports, the Division of Enrollment, and the University of North Texas.
• Serves as an example of positive engagement in the department through active participation in meetings, within committees, and by assisting others.
• Utilizes existing tools and assists students in navigating confidential student information across multiple systems.
• Effectively utilizes the CRM database to assist students and track requests across the student lifecycle.
• Responsible for whole student case creation and routing, utilization of available tools and follow-up/escalation as appropriate.
• Complies with all university policies, rules, and regulations including attending work regularly and punctually.
• Undergoes ongoing training on federal, state, and institutional regulations and business processes/policies.
• Participates in outreach initiatives that promote awareness and adoption of the services provided by the UNT One Stop through collaboration with internal and campus partners.
• Serves as a champion for student success through the cultivation of a streamlined student experience.

Requirements

• A minimum of one year of experience working with students or customers in a service-oriented environment.
• Excellent interpersonal, written, and verbal communication skills.
• Ability to problem-solve, multi-task, and organize in a fast-paced collaborative environment.
• Ability to effectively communicate.
• Proficiency in Microsoft Office and within administrative systems (ERP/student administrative systems, Customer-Relationship Management, and other student services software).
• Unwavering passion for helping others.
• Demonstrated commitment to systemically improve the student experience.

Qualifications

• A minimum of one year of experience working with students or customers in a service-oriented environment.
• Knowledge, skills, and abilities as outlined above.
• Preferred qualifications include:
• Ability to deliver exceptional customer service to a large customer base while remaining agile in a unit that is growing and adapting to customer needs.
• Ability to consistently deliver exceptional customer service in person, by phone, through virtual services, and by electronic communications.
• Ability to work both independently and with a group, and to develop and maintain positive and effective working relationships with all coworkers.
• Strong attention to detail and analytical skills.
• A dynamic ability to grow with a new, fast-paced organization.