UVA One Stop Counselor

The UVA One Stop provides quality service in support of prospective and current students, families, University colleagues and external stakeholders in a warm, welcoming, and professional environment. The One Stop serves as the primary point of contact for Enrollment services, including the offices of Undergraduate Admissions, the University Registrar, and Student Financial Services. Our team shares a deep commitment to fostering an inclusive, collaborative, and equitable culture in the One Stop, Enrollment, and the larger University community.

One Stop Counselors provide integrated student services to students, families, faculty, and staff in the principal areas of undergraduate admissions, student accounts, financial aid, and student academic records. Counselors provide advanced-level advice and engagement based upon institutional knowledge and subject matter expertise. They collaborate closely with Enrollment partner offices, acting as advocates on behalf of students and families to resolve disputes, make policy exceptions when warranted and handle escalated or complex cases.

One Stop Counselors participate in Enrollment committee work and attend functional area meetings as representatives of the One Stop. Reporting to One Stop leadership, they are considered internal leaders within the department and provide dedicated support to the One Stop Advisor team, assisting with complex issues and conflict resolution when needed. They serve as backup to all One Stop functions when required.

One Stop Senior Counselors support the Center and the wider Enrollment area with additional systems access, training, expertise, and responsibilities. In collaboration with One Stop leadership, Senior Counselors participate in hiring and recruiting, training, special projects, cross-functional initiatives and serve as peer leaders within the Counselor team.

• 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 to 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, serving as a resource and role model for service excellence.
• Model high standards for responsiveness, professionalism, interaction quality, and student-centered service while promoting adherence to departmental policies, procedures, and best practices.
• Proactively 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 as needed across all service channels, including in-person, phone, and email support, to help maintain service levels during periods of 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, work groups, and collaborative initiatives; communicate One Stop needs and perspectives while helping translate 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.
• Perform other duties as assigned.

• Education:
  
  Bachelor's degree. Relevant experience will be considered in lieu of degree.
• Experience:
  
  At least two years of specialized customer service experience.

• Experience with Microsoft Office Suite required; experience with CRM, contact center platforms, or standard higher education software preferred (i.e., Salesforce, Technolutions Slate, Peoplesoft, Vonage, Zoom, etc)
• Excellent written and verbal communications skills, with the…