UVA One Stop Advisor

UVA Health•Charlottesville, VA

10d•$43,000 - $45,000•Hybrid

About The Position

The UVA One Stop provides service to prospective and current students, families, University colleagues, and external stakeholders in a welcoming and professional environment. It is the primary point of contact for Enrollment services, including Undergraduate Admission, the University Registrar, and Student Financial Services. The team is committed to an inclusive, collaborative, and equitable culture within the One Stop, Enrollment, and the University community. One Stop Advisors provide integrated services related to undergraduate admission, student accounts, financial aid, and student academic records. They assist students, families, faculty, and staff with administrative and financial matters while ensuring efficient processes and compliance with federal, state, and University policies. The work is fast-paced and involves problem-solving across shifting priorities and competing deadlines. With direction from Center leadership, Advisors balance service quality and efficiency through strong organization and attention to detail. One Stop Senior Advisors also support the team through additional system access, training, and subject-matter expertise. In collaboration with One Stop leadership, they participate in hiring and recruiting, training, special projects, consultation on complex issues, and peer leadership. This is a benefited, non-exempt-level position based in Charlottesville, Virginia. A hybrid schedule may be available after a 4–6 week training period, in accordance with UVA remote-work guidelines. The position is restricted and dependent on funding availability. The anticipated hiring range is $43,000–$45,000, commensurate with education and experience.

Requirements

High school diploma.
Six years of customer service and/or higher education experience; a bachelor's degree may substitute for experience.
Experience with Microsoft Office Suite.
Strong verbal and written communication skills.
Ability to multitask and problem-solve in a fast-paced environment.
Discretion in handling sensitive and highly sensitive information.
For Senior Advisor roles: at least one year of experience working as an Advisor in the One Stop, meeting or exceeding all required position benchmarks.
For Senior Advisor roles: demonstrated understanding of Enrollment and departmental policies, procedures, internal systems, and workflows, as well as leadership aptitude, commitment to process improvement, and service to internal and external stakeholders.
Ability to adhere closely to a shift schedule to ensure appropriate staffing and service levels.
Ability to complete a background check before employment.
Must not require immigration sponsorship now or in the future.

Nice To Haves

Experience with CRM systems, contact-center platforms, or standard higher education software such as Salesforce, Technolutions Slate, Workday, Vonage, or Zoom.

Responsibilities

Respond to inbound inquiries and provide service by phone, email, text, chat, and in person.
Meet response-time, interaction-quality, and other service metrics by following departmental policies, procedures, and best practices.
Use independent judgment within established guidelines to resolve routine, anticipated, and complex Enrollment inquiries, escalating to internal support teams or partner offices when appropriate.
Provide administrative support to partner offices and support units as required.
Document interactions accurately and thoroughly in the One Stop case management system to preserve service continuity.
Review and interpret complex student admission, finance, and record information to advise students and families.
Resolve student and family concerns efficiently, using clear communication and active listening to de-escalate when necessary.
Perform other duties as assigned.
For Senior Advisor roles, support the team with system access, training, and subject-matter expertise; participate in hiring, recruiting, training, special projects, consultation on complex issues, and peer leadership.