Enrollment Services Specialist

Wayne State University•Detroit, MI

1d•$61,667 - $65,645•Onsite

About The Position

Wayne State University is seeking an Enrollment Services Specialist for its Detroit campus. The role provides quality 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 promptly and professionally, serves as a liaison among students, parents, and university offices, and provides accurate information about student status, procedures, and matters affecting enrollment or financial status. The position rotates between a call center and a front counter and requires careful review of enrollment records and accounts under applicable federal, state, outside agency, and university guidelines. The specialist documents information and services, processes transactions, maintains student confidentiality in accordance with FERPA and university guidelines, and participates in team updates and training. The role reports directly to a manager-level position. Evening and occasional weekend work may be required.

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 and ability to manage difficult customer situations.
Strong organizational skills and attention to detail.
Ability to communicate effectively orally and in writing, actively listen, clarify student 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, both in person and on the 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 university 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 among students, parents, and university offices.
Rotate assignments between the call center and front counter.
Review student enrollment records and accounts according to federal, state, outside agency, and university guidelines and policies.
Maintain confidentiality of student information in accordance with FERPA and university guidelines, and comply with university policies including Acceptable Use of Information Technology Resources.
Accurately record received 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 the Center team and student service department staff.
Participate in monthly update and training sessions.
Perform related work as assigned.