Senior Student Success Specialist for Heels Hub

UNC-Chapel Hill•Chapel Hill, NC

About The Position

The University of North Carolina at Chapel Hill seeks a Senior Student Success Specialist for Heels Hub, a OneStop student services unit housed within Enrollment Management. This position plays a critical support role in delivering a seamless, student-centered service experience to students and families. In addition to providing support through in-person and digital channels, the Senior Student Success Specialist performs advanced coordination and support duties, including service ticket review, routing, and resolution; knowledge-base content creation, and quality-assurance tasks. This role processes student requests and makes decisions based on documented policies and procedures. This position provides student-centric counseling throughout the student lifecycle. The ideal candidate will make timely decisions and use professional judgement to assist students and ensure immediate financial needs are met. It is critical that the candidate be committed to supporting student success while upholding institutional and federal financial aid policies. This position also provides functional supervision, training, and daily oversight for student workers supporting Heels Hub operations. Working in a fast-paced, high-volume environment, the Senior Student Success Specialist demonstrates a high level of independence, judgment, and cross-training across multiple student service areas. The position supports UNC’s ‘no wrong door’ service model by improving service consistency, reducing barriers, and ensuring timely and accurate assistance across the full range of student service functions. The position also contributes to institutional compliance by maintaining accurate documentation, following established protocols, and upholding all federal, state, and University policies and regulations governing the access, use, and disclosure of student records. Through cross-training, teamwork, and student-centered problem solving, the Senior Student Success Specialist position helps ensure that students have access to the resources and guidance they need to succeed at Carolina. The ideal candidate will demonstrate an outstanding ability to advocate and care for students and families; identify and assess opportunities to support outreach efforts; speak and write clearly in explaining complex situations. The successful candidate will also demonstrate a strong commitment to the University’s mission, a keen interest in supporting Carolina’s student body, and an ability to work effectively with colleagues who have varied backgrounds and perspectives.

Requirements

Strong customer service skills and experience working in a front-line, high-volume service environment.
Demonstrated ability to communicate clearly and professionally with diverse populations.
Experience in triaging inquiries, problem-solving, and applying policies to wide-ranging student scenarios.
Proficiency using Microsoft Word, Excel, Outlook, Teams/Zoom, and CRM or ticketing platforms.
Experience creating written content, such as training materials.
Ability to work independently, manage competing priorities, and maintain accuracy under pressure.
Experience providing direction or functional supervision to student employees or peers.
Commitment to all federal, state, and University policies and regulations governing the access, use, and disclosure of student records, including the Higher Education Act (HEA), Internal Revenue Code (IRC), and the Family Educational Rights and Privacy Act (FERPA).
Demonstrated ability to interpret and explain University policy related to enrollment, registration, academic records, and student status.
Experience working in an admissions, financial aid, registrar, student accounts, or academic advising office.

Nice To Haves

Experience at a large, decentralized public research university or similarly complex institution.
Familiarity with enterprise student information systems and CRM platforms (e.g., PeopleSoft, Slate, or comparable systems).
Experience with ticket triage, workflow management, or service operations.
Experience supporting process improvements or contributing to service transformation efforts.
Experience interpreting and explaining program policy and procedures.

Responsibilities

Provide support through in-person and digital channels.
Perform advanced coordination and support duties, including service ticket review, routing, and resolution.
Create knowledge-base content.
Perform quality-assurance tasks.
Process student requests and make decisions based on documented policies and procedures.
Provide student-centric counseling throughout the student lifecycle.
Make timely decisions and use professional judgment to assist students and ensure immediate financial needs are met.
Support student success while upholding institutional and federal financial aid policies.
Provide functional supervision, training, and daily oversight for student workers.
Demonstrate a high level of independence, judgment, and cross-training across multiple student service areas.
Improve service consistency, reduce barriers, and ensure timely and accurate assistance across the full range of student service functions.
Maintain accurate documentation, follow established protocols, and uphold all federal, state, and University policies and regulations governing the access, use, and disclosure of student records.
Advocate and care for students and families.
Identify and assess opportunities to support outreach efforts.
Speak and write clearly in explaining complex situations.
Work effectively with colleagues who have varied backgrounds and perspectives.