Senior Coordinator, Case Management

University of North Texas System•Denton, TX

45d

About The Position

The Senior Student & Program Coordinator for Case Management serves as part of a combined Strategy, Training, and Quality Assurance team that supports both the UNT One Stop and Student Accounting in delivering consistent, high-quality service across all student interactions. The position provides friendly, professional, and high-quality service for all aspects of student enrollment and financial business. This role plays a lead part in coordinating and resolving complex student cases through a holistic and proactive case management model. The coordinator serves as a key liaison among the UNT One Stop, Student Accounting, Financial Aid, Registrar, Admissions, and the Student Money Management Center to ensure issues are addressed efficiently and collaboratively. The position also serves as a subject-matter lead for case management processes, CRM data tracking, and analytics to identify trends, improve response times, and strengthen the overall student experience.

Requirements

Bachelors degree in a related field and two years of student services, student affairs, counseling, advising or related experience; or any equivalent combination of education, training and experience.
Strong organizational and analytical skills with the ability to manage and prioritize multiple complex cases.
Exceptional written and verbal communication skills, with the ability to synthesize and relay information clearly across departments.
Advanced proficiency with Microsoft Office, CRM systems (such as Salesforce), and reporting/analytics tools.
Proven ability to foster cross-departmental collaboration and maintain a student-centered approach.
Knowledge of university enrollment processes, financial aid, student accounts, and case management best practices.

Nice To Haves

Experience working in a higher education environment, preferably within a One Stop, Financial Aid, Registrar, or Student Accounting office.
Experience using case management systems, data reporting tools, and student CRMs (PeopleSoft, Salesforce, WaitWell, etc.).
Demonstrated experience working with diverse student populations and promoting equitable outcomes.

Responsibilities

Lead daily case management operations within the UNT One Stop to ensure timely, accurate, and compassionate service to students, parents, and university partners.
Serve as a facilitator and subject-matter expert for resolving complex or multi-faceted cases related to enrollment, financial aid, student accounts, registration, and related student success matters.
Coordinate proactive outreach and follow-up for students with unresolved or high-impact cases, ensuring continuity of care and accountability through completion.
Utilize the CRM and case management systems to track, prioritize, and analyze student cases; generate reports and data dashboards that inform leadership of trends, response times, and service improvements.
Collaborate across departments-including the UNT One Stop, Student Accounting, Financial Aid, Registrar, Admissions, and the Student Money Management Center-to manage escalations, ensure accuracy, and coordinate communication.
Support continuous process improvement by identifying recurring challenges, recommending solutions, and contributing to training or procedural updates that enhance the student experience.
Provide leadership in the use and refinement of technology tools that support student case management, including Salesforce CRM, WaitWell, Scrappy Says chatbot, and Teams channels.
Model exceptional service standards and foster a student-centered culture that prioritizes care, responsiveness, and proactive engagement.
Ensure compliance with institutional, state, and federal regulations (including FERPA), maintaining professionalism and confidentiality at all times.
Participate in professional development and training to maintain proficiency in student services, CRM data management, and cross-functional collaboration.