One Stop Representative

Baylor University•Waco, TX

About The Position

The One Stop Representative is a front-line resource for prospective and current students, alumni, and their families, providing accurate, timely, and student-centered guidance on admissions, financial aid, student accounts, and other enrollment services. Through customer service and problem-solving across multiple service channels, the role supports Baylor’s enrollment and retention goals and delivers a seamless student experience. The position requires substantial direct student engagement, including individualized guidance and responding to phone inquiries for up to approximately six hours during the workday, depending on operational needs. A hybrid work arrangement may be considered on a case-by-case basis. The role requires a valid U.S. driver license with a clear driving record of at least two years, the ability to travel outside Texas, and authorization to work full-time in the United States.

Requirements

High school diploma.
One year of relevant experience.
Valid U.S. driver license with a clear driving record of at least two years.
Ability to travel outside the state of Texas.
Authorization to work full-time in the United States.
Ability to comply with University policies and maintain regular, punctual attendance.

Nice To Haves

Bachelor’s degree.
Two years of relevant experience.
Additional education or experience may be considered in lieu of one another.

Responsibilities

Provide customer service and guidance to prospective, current, and alumni students and their families on admissions, financial aid, student accounts, and enrollment-related questions through in-person appointments, phone, email, chat, and other channels.
Meet with students and families, provide individualized guidance, and respond to inquiries by phone for up to approximately six hours during the workday based on operational needs.
Resolve inquiries accurately and efficiently, escalating complex issues as appropriate.
Document student interactions, use university systems to research accounts and respond to inquiries, maintain accurate records, complete follow-up activities, and follow established service procedures.
Manage assigned responsibilities and support efficient workflows to ensure timely, consistent service delivery.
Maintain working knowledge of university policies, procedures, and applicable federal and state regulations related to admissions, financial aid, student accounts, FERPA, and enrollment services.
Follow operational procedures and apply university policies consistently to ensure compliance with institutional, state, and federal requirements.
Participate in orientation programs, recruitment events, campus activities, special projects, departmental initiatives, and other student engagement opportunities as assigned.
Represent the One Stop through professional, student-centered service and foster positive relationships with students and their families.
Collaborate with colleagues across the One Stop, Enrollment Management, and other university departments to support operations and provide a seamless student experience.
Participate in team meetings, training, and professional development opportunities.
Perform other duties as assigned to support Baylor’s mission.
Comply with University policies.
Maintain regular and punctual attendance.