Enrollment Services Specialist

Job Summary

Position Number 008037

Classification Title Student Services Specialist
- Journey

Working Title Student Services Specialist
- Journey

Salary Range $39,058 - $47,380 (Anticipate Hiring Range $39,058 - $47,380)

FLSA Status Non Exempt

Division Academic Affairs

Work Unit Niner Central

Work Schedule Standard 8-hour shifts are scheduled within Niner Central’s operating hours of 7:30 a.m. to 5:30 p.m., Monday through Friday
, with a hybrid work schedule. This position may be eligible for a telework schedule once onboarding is complete and with supervisor approval.

Occasional evening and weekend work is required to support recruitment, enrollment, and student events.

This position may also be designated as essential personnel and required to report during university emergency or crisis operations as directed by the Chancellor.

The Niner Central Enrollment Services Specialist provides comprehensive, student-centered support across Financial Aid, Registration, Student Accounts, Residency, and related university services. The position independently interprets and applies established policies, procedures, and requirements to resolve routine, complex, and non-standard student issues within delegated authority while providing coordinated, holistic guidance that supports student success.

As a cross-functional resource, the position works across multiple Enrollment Management disciplines to identify related student needs, minimize unnecessary referrals, and promote first-contact resolution. The position also supports colleagues through knowledge sharing and training and contributes to service delivery, operational processes, outreach initiatives, and continuous improvement efforts that enhance the student experience.

Must have a bachelor’s degree or equivalent combination of education and experience. All degrees must be received from appropriately accredited institutions. (

Note:

Some state job postings state you can qualify by an ‘equivalent combination of education and experience.’ If that language appears above, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both.)

• Provides comprehensive, student-centered service across Financial Aid, Registration, Student Accounts, Residency, and related university services, delivering coordinated guidance and promoting first-contact resolution whenever possible.
• Independently interprets and applies established federal, state, UNC System, and University policies, regulations, procedures, and business processes to resolve routine, complex, and non-standard student issues within delegated authority.
• Reviews and analyzes student records, financial and enrollment information, and related documentation across multiple university systems to identify issues, determine appropriate actions, and coordinate services that support student success.
• Delivers accurate, responsive, and professional service through multiple channels, including phone, email, chat, text, virtual appointments, and in-person interactions, using effective communication, active listening, conflict resolution, and de-escalation techniques.
• Coordinates with campus partners to resolve cross-functional issues and facilitates appropriate consultations, warm handoffs, and escalations while supporting continuity of service through resolution.
• Utilizes Salesforce, Banner, Touch Net, along with a high volume of other university, State of NC, and federal systems to research and process student requests and maintain complete, accurate, and timely documentation of student records, interactions, and case activity.
• Identifies recurring student issues, service barriers, and operational trends and recommends improvements to processes, workflows, communications, technology, and service delivery.
• Supports organizational knowledge and operational consistency through onboarding, training, mentoring, knowledge sharing, and cross-training activities.
• Participates in departmental initiatives, projects, outreach activities, and program or technology enhancements by providing operational input, testing processes and…