Enrollment Services Specialist

Wayne State University•Detroit, MI

9d•Onsite

About The Position

Wayne State University is hiring an Enrollment Services Specialist for its Detroit campus. The role promotes and provides customer service across student-service areas, including financial aid, registration, admissions, and student accounts, through telephone, email, and in-person interactions. The specialist resolves complex student issues in a timely and professional manner and rotates between call-center and front-counter assignments. The position reviews student enrollment records and accounts in accordance with applicable federal, state, and outside-agency guidelines and University policies. It requires maintaining the confidentiality of student information under FERPA and University guidelines, accurately documenting information and services, and providing students, parents, and others with information, referrals, and assistance. The specialist participates in team updates and training sessions and may work evenings and occasional weekends. The position reports directly to a Manager-level role.

Requirements

Graduation from an accredited college or university, or an equivalent combination of education and/or experience.
Two years of previous customer-service experience, preferably in an educational setting.
Demonstrated history of superior customer-service skills and ability to manage difficult customer situations.
Strong organizational skills and attention to detail.
Effective oral and written communication skills, active listening, and ability to clarify concerns and respond appropriately to sensitive inquiries or complaints.
Experience working with a web-based student information system and navigating websites to locate information.
Ability to work effectively in a fast-paced environment, in person and by telephone.
Ability to analyze financial or other quantitative data and communicate it accurately to customers.
Ability to review forms for accuracy.

Responsibilities

Identify and resolve complex student issues involving financial aid, registration, admissions, student accounts, and other student-service processes.
Identify obstacles to student success and provide feedback to appropriate units.
Provide accurate information about student status and procedures for requesting exceptions to enrollment or financial policies.
Respond to in-person, telephone, and email inquiries and act as a liaison between students, parents, and university offices.
Rotate assignments between the call center and front counter.
Review student enrollment records and accounts according to applicable guidelines and University policies; maintain confidentiality and comply with University policies, including those governing acceptable use of information technology resources.
Accurately record data and document information and services provided.
Clarify student concerns and respond appropriately to sensitive inquiries or complaints.
Provide students with information about matters that may affect their enrollment or financial status.
Refer students, parents, and others to appropriate resources.
Process transactions to record data or provide written documentation of information or services.
Update and discuss service-related issues with Center team and student-service department staff; participate in monthly updates and training sessions.
Perform related work as assigned.