Student Experience Representative

University of North Texas System•Denton, TX

2d•$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 role guides individuals 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 position supports students in person, by telephone, and through virtual services, including case management and virtual appointments. It involves analyzing and compiling administrative and situational data from multiple sources to research solutions, creating and routing whole-student cases, tracking requests through the student lifecycle, and following up or escalating as appropriate. The representative also participates in outreach, ongoing training, meetings, and committees, and helps improve the student experience while complying with university policies and regulations.

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, and other student services software.
Passion for helping others.
Demonstrated commitment to systemic improvement of the student experience.

Nice To Haves

Ability to provide exceptional customer service to a large customer base while adapting to a growing and changing unit.
Ability to deliver consistent customer service in person, by phone, through virtual services, and by 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.
Support students in person, by phone, and through virtual services, including case management and virtual appointments.
Analyze and compile administrative and situational data from multiple sources to research solutions and collaborate with internal and external partners.
Promote a positive work environment through respect, flexibility, open-mindedness, and kindness in interactions with students, coworkers, and campus partners.
Participate in meetings and committees and assist colleagues to support positive engagement in the department.
Use available tools to help students navigate confidential information across multiple systems.
Use the CRM database to assist students and track requests across the student lifecycle.
Create and route whole-student cases, and conduct follow-up or escalation as appropriate.
Attend work regularly and punctually and comply with university policies, rules, and regulations.
Participate in ongoing training on federal, state, and institutional regulations, business processes, and policies.
Participate in outreach initiatives promoting awareness and adoption of UNT One Stop services in collaboration with internal and campus partners.
Champion student success by helping cultivate a streamlined student experience.