Mocs One Enrollment Counselor, UT Chattanooga

University of Tennessee•Chattanooga, TN

1d•Onsite

About The Position

The Enrollment Counselor, in a centralized location, acts as a liaison between the students and the Admissions, Bursar's, Financial Aid and Scholarships, Orientation and Registrar's Office and fills a wide range of duties for the Mocs One Center. Duties include but are not limited to communicating student enrollment information via the telephone, e-mails, or in person; reviewing the student's financial aid and/or Bursar account and clarifying or determining the cause of inquiry; and explaining the best solution for the student and expediting any corrections or adjustments. Staying abreast of any university changes and events allows accurate student referrals for issues outside the scope of the Mocs One Center. In essence, this position is responsible for maintaining a high level of customer service to ensure enrollment transitions are met.

Requirements

Bachelor's Degree with experience in a college setting, particularly Financial Aid, Scholarships, and/or Registrar’s Office.
Must possess excellent social, oral and written communication skills, and interpersonal skills especially those relating to conflict resolution.
This position must have the knowledge and abilities to handle several tasks simultaneously and provide accurate information to the customer.
It is imperative that the position stays abreast of multiple processes and policies.

Nice To Haves

Knowledge of Banner and other student service information systems.
Time management skills.
Ability to work under pressure with a high degree of accuracy.
Customer services experience preferred.

Responsibilities

Participate in routine training regarding university, departmental, state, and federal rules and regulations that affect student services.
Participate in regular training regarding university policy and procedures.
Provide information on location of all campus and community-related resources.
Provide on-site computer assistance.
Respond to all e-mail and telephone inquiries appropriately.
Direct students to appropriate web locations for forms, payment options and other information.
Consult with Mocs One Supervisors to resolve issues related to enrollment services.
Assist students through the application process by communicating admission requirements, application status and advising necessary next steps for enrollment.
Communicate to students/parents during the orientation sessions information regarding their financial aid, scholarships, and enrollment processes.
Answer general questions about the financial aid process and refer students and/or parents to financial aid specialists as needed.
Review and accept any documents and forward to Financial Aid.
Provide students with information about scholarships (UTC, HOPE, and other scholarship search engines).
Provide students with loan information and brochures (consolidation, deferment, forbearance, loan specific brochures, etc...).
Follow-up with students via e-mail or phone regarding processes.
Send e-mail messages to counselors or directors to call students with more detailed information.
Explain charges or adjustments relating to a complex fee structure.
Have a general understanding of TouchNet.
Assist students making online payments for all university fees.
Understand the online decal purchase and parking ticket payment process.
Understand the process on holds applied for fees, return checks, and parking.
Give accurate information concerning fee policies as related to deadline dates, class cancellations, confirmation of classes, payment plan and financial aid reimbursements.
Answer questions about completion and processing of forms, policies and procedures, registrations, transcripts, petitions, degree and enrollment verifications, MyMocsDegree and directory information.
Process enrollment verification and letter of good standing forms.
Explain and assist with the MyMocsPASS (FERPA) Proxy process.
Confirm petitions for both undergraduate and general education, answer general questions, and verify that all materials and approvals are received.
Provide notary service when needed.
Provide information on the following processes: Course credit by exam, Duplicate diploma requests, Requests for exception to withdrawal, Request for academic forgiveness and Degree completion statements.