Senior Student Success Specialist Heels Hub

Working Title Senior Student Success Specialist for Heels Hub

One of the best college towns and best places to live in the United States, Chapel Hill has diverse social, cultural, recreation and professional opportunities that span the campus and community.

University employees can choose from a wide range of professional training opportunities for career growth, skill development and lifelong learning and enjoy exclusive perks for numerous retail, restaurant and performing arts discounts, savings on local child care centers and special rates on select campus events. UNC
-Chapel Hill offers full-time employees a comprehensive benefits package
, paid leave, and a variety of health, life and retirement plans and additional programs that support a healthy work/life balance.

Primary Purpose of Organizational Unit

The Office of Scholarships and Student Aid works to ensure that qualified students have the opportunity to study at the University of North Carolina at Chapel Hill regardless of their ability to pay. The office serves students at all levels, including graduate and professional school students and coordinates all student financial support for the campus. The office assists in the recruitment, retention and success of students while maximizing available funds, exercising good stewardship of those funds, and performing related research, analysis and program evaluation in support of long-range enrollment and campus goals.

In addition, the office provides academic and co-circular support services for scholarships, provides financial literacy and educational tools, and partners with faculty and other student success areas across campus to provide excellent service to low- and middle-income students and other scholarship recipients. The work of the office is public in nature and closely scrutinized by students and their families, lawmakers, faculty and staff at the University, and by the media (local, regional, and national).

Position Summary

The University of North Carolina at Chapel Hill seeks a Senior Student Success Specialist for Heels Hub, a One Stop student services unit housed within Enrollment Management. This position plays a critical support role in delivering a seamless, student-centered service experience to students and families. In addition to providing support through in-person and digital channels, the Senior Student Success Specialist performs advanced coordination and support duties, including service ticket review, routing, and resolution;

knowledge-base content creation, and quality-assurance tasks. This role processes student requests and makes decisions based on documented policies and procedures. This position provides student-centric counseling throughout the student lifecycle. The ideal candidate will make timely decisions and use professional judgement to assist students and ensure immediate financial needs are met. It is critical that the candidate be committed to supporting student success while upholding institutional and federal financial aid policies.

This position also provides functional supervision, training, and daily oversight for student workers supporting Heels Hub operations. Working in a fast-paced, high-volume environment, the Senior Student Success Specialist demonstrates a high level of independence, judgment, and cross-training across multiple student service areas. The position supports UNC’s ‘no wrong door’ service model by improving service consistency, reducing barriers, and ensuring timely and accurate assistance across the full range of student service functions.
The position also contributes to institutional compliance by maintaining accurate documentation, following established protocols, and…