Baylor One Stop Representative

Baylor University • Waco, TX

1d • Remote

About The Position

A humble college founded before Texas was a state, Baylor now stands as one of the premier institutions of higher education in the world. Baylor has continued to invest in research and doctoral education, both solidifying and elevating its unique status as a preeminent Christian research university. Baylor is among 187 R1 institutions, just 52 of which are private universities. Since 2011, Baylor has been named as one of the nation’s “ Great Colleges to Work For ”. Great Colleges to Work For® is one of the country’s largest and most respected workplace recognition programs. Each year, Great Colleges recognizes the colleges and universities that get top employee ratings regarding workplace practices and policies across 10 areas. This recognition is based on faculty and staff responses to a related annual survey. The survey, conducted by ModernThink, is a way for colleges and universities to gain a deeper understanding of how their employees experience and view various aspects of the institution. This continued recognition further affirms Baylor as a rewarding place to build a career. What We're Looking For The Baylor University One Stop team is seeking a fully remote One Stop Representative to join the Enrollment Management team. In this role you will work with students (current and prospective) and their families to answer, counsel, and advise on all educational questions related to admissions, financial aid, and payment processes. This position is important to Baylor’s enrollment goals as assisting incoming and continuing students with their financial aid and billing questions will help retain students year over year as they progress towards graduation. By utilizing available resources and providing exemplary customer service via phone and email, the One Stop Representative fills an important role within the division of Enrollment Management. A bachelor's degree and less than one year of relevant experience are required. Three years of relevant experience is preferred. A combination of education or experience will be considered in lieu of one another. The successful candidate will exhibit the following knowledge, skills, abilities and other characteristics: Proficient written and verbal communication skills Excellent interpersonal skills and the desire to work with people Experience in customer service Problem-solving and critical thinking skills Ability to maintain professionalism under varying circumstances Professional telephone etiquette Organizational skills and attention to detail Ability to handle multiple tasks simultaneously Proficiency with personal computers & technology Ability to understand and explain complex information and processes Experience in handling and communicating sensitive information Knowledge of financial aid counseling, verification, federal student loans, billing, admissions and/or registrar (Preferred) Knowledge of an enrollment management area focusing on outreach and/or retention (Preferred) Bilingual (Preferred) Must be able to travel outside of the state of Texas. Applicants must currently be authorized to work in the United States on a Full-Time basis.

Requirements

• Proficient written and verbal communication skills
• Excellent interpersonal skills and the desire to work with people
• Experience in customer service
• Problem-solving and critical thinking skills
• Ability to maintain professionalism under varying circumstances
• Professional telephone etiquette
• Organizational skills and attention to detail
• Ability to handle multiple tasks simultaneously
• Proficiency with personal computers & technology
• Ability to understand and explain complex information and processes
• Experience in handling and communicating sensitive information
• Must be able to travel outside of the state of Texas.
• Applicants must currently be authorized to work in the United States on a Full-Time basis.
• A bachelor's degree and less than one year of relevant experience are required.

Nice To Haves

• Three years of relevant experience is preferred.
• A combination of education or experience will be considered in lieu of one another.
• Knowledge of financial aid counseling, verification, federal student loans, billing, admissions and/or registrar
• Knowledge of an enrollment management area focusing on outreach and/or retention
• Bilingual

Responsibilities

• Maintain primary responsibility for inbound phone coverage and queue management for approximately 6 hours of the workday
• Must be able to work 8am-5pm (Central Standard Time), with a 1-hour lunch
• Understand and interpret the needs of students while providing quality, personalized customer service for all enrollment services areas
• Maintain a working knowledge of federal and institutional financial aid regulations and policies
• Represent and adhering to Baylor’s values and policies
• Quickly and efficiently responding to student and parent email and live chat inquiries
• Monitor digital queues and escalate complex or sensitive cases to Coordinators as appropriate
• Navigate confidential student information across multiple systems
• Document interactions with students
• Determine the quickest, most effective ways to answer a student/parent question and efficiently escalating inquiries and concerns as needed
• Troubleshoot common issues with technology and student account access
• Attend ongoing training on federal, state, and institutional regulations regarding financial aid and student accounts
• Perform all other duties as assigned to support the needs of the Enrollment Management Office and Baylor's mission
• Ability to comply with University policies
• Maintain regular and punctual attendance

Benefits

• As part of the Baylor family, eligible employees receive a comprehensive benefits package that includes medical, dental, and vision insurance, generous time off, tuition remission, and outstanding automatic retirement contributions.
• Baylor has a comprehensive benefits plan that supports you and your family’s wellbeing and allows you to be a part of the life of a vibrant and active college campus.
• To learn more, go to Baylor Benefits & Advantages.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 501-1,000 employees