UVA One Stop Counselor

University of Virginia•Charlottesville, VA

18d•$47,000 - $51,000•Hybrid

About The Position

The UVA One Stop Counselor provides integrated services to students, families, faculty, and staff in undergraduate admissions, student accounts, financial aid, and student academic records. The Counselor applies institutional knowledge and subject-matter expertise to provide advanced guidance, resolve escalated or complex cases, and advocate for students and families in collaboration with Enrollment partner offices. The role also represents the One Stop in committees and functional-area meetings, supports One Stop Advisors with complex issues and conflict resolution, and provides backup across One Stop functions as needed. One Stop Senior Counselors provide additional systems access, training, and expertise to support the Center and the wider Enrollment area. In collaboration with One Stop leadership, they participate in hiring and recruiting, training, special projects, and cross-functional initiatives, and serve as peer leaders within the Counselor team. The position is based in Charlottesville, Virginia, and is eligible for a hybrid schedule in accordance with UVA’s remote work guidelines. It is an exempt-level, benefited position. The anticipated hiring range is $47,000–$51,000, commensurate with education and experience. Application review will begin after October 26, 2026.

Requirements

Bachelor’s degree, or relevant experience in lieu of a degree.
At least two years of specialized customer-service experience.
Experience with Microsoft Office Suite.
Excellent written and verbal communication skills, including the ability to de-escalate and resolve complex or sensitive inquiries.
Candidates must not require immigration sponsorship now or in the future.
Successful completion of background checks prior to employment.
Applications must include a resume and cover letter.

Nice To Haves

Experience with CRM, contact-center platforms, or standard higher-education software such as Salesforce, Technolutions Slate, PeopleSoft, Vonage, or Zoom.
Experience training or mentoring coworkers.
For Senior Counselor roles, significant experience within the One Stop as a Counselor and meeting or exceeding all required position benchmarks.
For Senior Counselor roles, deep understanding of University, Enrollment, and departmental policy, procedure, internal systems, and workflows; leadership aptitude; commitment to continued process improvement; and commitment to serving internal and external stakeholders.

Responsibilities

Serve as a subject-matter expert on University, Enrollment, and One Stop policies, procedures, and services, applying that knowledge to support students, families, and colleagues and navigate complex or unique situations.
Resolve escalated and complex student and family concerns through in-person, phone, email, text, and video-conferencing channels, exercising sound judgment and balancing policy, student needs, and institutional priorities.
Fulfill Counselor-on-Duty responsibilities by triaging incoming concerns, assessing urgency and impact, directing issues to appropriate resources, managing real-time escalations, and coordinating resolution of complex cases.
Provide guidance and support to One Stop Advisors on complex questions, case-resolution strategies, and service-delivery best practices.
Model high standards for responsiveness, professionalism, interaction quality, and student-centered service while promoting adherence to departmental policies, procedures, and best practices.
Identify barriers to student success and develop action plans, recommendations, and interventions that support students’ academic and financial goals.
Collaborate with colleagues across Enrollment and the University to advocate for students, resolve issues, and recommend solutions that balance student needs with institutional requirements.
Support frontline operations across service channels, including in-person, phone, and email support, as needed to maintain service levels during high demand, staffing shortages, or other operational needs.
Identify opportunities to improve processes, services, and the student experience, and recommend solutions to One Stop leadership.
Represent the One Stop on committees, workgroups, and collaborative initiatives; communicate One Stop needs and perspectives and share Enrollment information with the broader team.
Participate in student outreach, engagement, and educational activities on behalf of the One Stop, Enrollment, and the University.
For Senior Counselor roles, participate in hiring and recruiting, training, special projects, and cross-functional initiatives, and serve as a peer leader within the Counselor team.
Perform other duties as assigned.