Senior Student Success Specialist

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 within Enrollment Management. The position supports a seamless, student-centered service experience for students and families through in-person and digital channels. It provides student-centric counseling throughout the student lifecycle and processes student requests, making decisions based on documented policies and procedures. The role performs advanced coordination and support duties, including reviewing, routing, and resolving service tickets; creating knowledge-base content; and completing quality-assurance tasks. It also provides functional supervision, training, and daily oversight for student workers. In a fast-paced, high-volume environment, the specialist works independently, uses professional judgment, and cross-trains across student service areas to support UNC’s “no wrong door” service model. The specialist contributes to institutional compliance by maintaining accurate documentation, following established protocols, and upholding federal, state, and University policies and regulations governing student records. The role calls for a strong commitment to student success, clear communication about complex situations, outreach support, and effective collaboration with colleagues from 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 triaging inquiries, solving problems, and applying policies to a wide range of student scenarios.
Proficiency with Microsoft Word, Excel, Outlook, Teams or 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 federal, state, and University policies and regulations governing access to, use of, and disclosure of student records, including the Higher Education Act (HEA), Internal Revenue Code (IRC), and 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, such as 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 student-centered support to students and families through in-person and digital service channels.
Counsel students throughout the student lifecycle and process requests in accordance with documented policies and procedures.
Review, route, and resolve service tickets.
Create knowledge-base content and perform quality-assurance tasks.
Make timely decisions and use professional judgment to assist students with immediate financial needs while complying with financial aid policies.
Provide functional supervision, training, and daily oversight for student workers supporting Heels Hub operations.
Cross-train and collaborate across student service areas to improve service consistency, reduce barriers, and provide timely, accurate assistance.
Maintain accurate documentation and follow protocols and regulations governing access to, use of, and disclosure of student records.
Identify and assess opportunities to support outreach efforts.
Interpret and explain University policies related to enrollment, registration, academic records, and student status.