Student Experience Representative

University of North Texas System•Denton, TX

3d•$33,312 - $36,383•Onsite

About The Position

The Student Experience Representative at the UNT One Stop provides direct assistance to students, families, and customers to support a progressive and simplified student experience. The representative guides people through admissions, enrollment, financial aid, student accounts, and financial literacy processes, proactively addressing complex situations through direct intervention and collaboration across teams, departments, divisions, and campus partners. The role supports students through in-person, telephone, and virtual services, including case management and virtual appointments. It involves analyzing and compiling administrative and situational information from multiple sources, researching solutions, and coordinating with internal and external partners. The representative uses existing tools and multiple administrative systems to help students navigate confidential information, create and route whole-student cases, track requests across the student lifecycle, and follow up or escalate matters as appropriate. The representative contributes to a positive and respectful work environment, participates in meetings and committees, assists colleagues, and takes part in outreach initiatives that promote UNT One Stop services and student success. The role also requires regular attendance, ongoing training on applicable regulations and business processes, and compliance with university policies and procedures.

Requirements

At least one year of experience working with students or customers in a service-oriented environment.
Excellent interpersonal, written, and verbal communication skills.
Ability to problem-solve, multitask, and organize in a fast-paced, collaborative environment.
Proficiency in Microsoft Office and administrative systems, including ERP or student administrative systems, CRM systems, and other student services software.
Passion for helping others.
Demonstrated commitment to systematically improving the student experience.

Nice To Haves

Ability to provide exceptional customer service to a large customer base while adapting to a growing unit and changing customer needs.
Ability to deliver customer service in person, by phone, through virtual services, and through electronic communications.
Ability to work independently and collaboratively and maintain positive, effective working relationships with coworkers.
Strong attention to detail and analytical skills.
Ability to grow with a new, fast-paced organization.

Responsibilities

Provide direct assistance to students, families, and customers regarding admissions, enrollment, financial aid, student accounts, and financial literacy.
Address complex situations through direct intervention and collaboration across teams, departments, divisions, and campus partners.
Serve customers by phone, in person, and virtually, including through case management and virtual appointments.
Analyze and compile administrative and situational data from multiple sources to research solutions and coordinate with internal and external partners.
Use existing tools and multiple systems to help students navigate confidential information.
Use the CRM database to assist students and track requests across the student lifecycle.
Create and route whole-student cases, and follow up or escalate requests as appropriate.
Promote a positive work environment through respectful, flexible, open-minded, and kind interactions with students, colleagues, and campus partners.
Participate in meetings and committees, assist others, and demonstrate positive engagement in the department.
Participate in outreach initiatives promoting awareness and adoption of UNT One Stop services.
Attend work regularly and punctually, complete ongoing training on regulations and business processes, and comply with university policies, rules, and regulations.