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. Serving as the primary point of contact for Enrollment Services, including the Offices of Undergraduate Admission, the University Registrar, and Student Financial Services, the One Stop offers integrated support to help students navigate academic and financial processes with ease.

The One Stop Counselor (Registrar Focus) provides specialized student services in the principal areas of student academic records, enrollment, and credentialing, while supporting the broader One Stop mission of seamless, student-centered service. This position will initially focus on Registrar-related functions, serving as the internal subject‑matter expert on student records, transcripts, degree verification, and academic policy interpretation. Over time, the position will train and mentor other One Stop team members on Registrar‑related matters and gradually assume the broader responsibilities of a standard Counselor.

The Counselor collaborates closely with colleagues across Enrollment and the University Registrar's Office (UREG) to ensure timely, accurate, and equitable service. Reporting to One Stop leadership, the position serves as a peer leader and resource for complex or escalated issues, modeling service excellence and promoting collaboration across the Enrollment division.

• Serve as the primary liaison between the One Stop and the Office of the University Registrar (UREG), developing deep expertise in Registrar policies, systems, and processes.
• Process and verify enrollment and degree information for students, alumni, and third parties in accordance with University policies and federal and state regulations (FERPA, FOIA, etc.).
• Manage transcript and credentialing requests, including troubleshooting technical issues in the National Student Clearinghouse (NSC) transcript and verification services platforms.
• Prepare and distribute communications regarding transcript orders, enrollment certifications, and other Registrar‑related services.
• Respond to inbound UREG inquiries via phone, email and in‑person visits, ensuring service accuracy, and elevating complex issues when necessary.
• Collaborate with UREG colleagues to identify and recommend process improvements that enhance the student experience and strengthen service delivery.
• Maintain accurate records of manual verification requests, consortium agreements, donor forms, subpoenas, and other student record documentation.
• Develop and maintain advanced knowledge of the Student Information System (SIS), particularly within Records and Enrollment and Campus Community modules.

• Develop and deliver training for One Stop team members on Registrar‑related policies, processes, and systems.
• Create and maintain training materials, job aids, and reference guides for staff learning and process consistency.
• Serve as the primary contact for Registrar questions from the One Stop team.

• Resolve escalated and complex student cases through in‑person, phone, email, and video channels.
• Model and uphold service standards for response times, interaction quality, and case documentation.
• Demonstrate thorough knowledge of University and Enrollment policies and effectively communicate implications to staff, students, and families.
• Proactively identify and address barriers to student academic success and financial well‑being, developing action plans in collaboration with partner offices.
• Participate in Enrollment committees and represent the One Stop in meetings with Registrar, Financial Aid, and Admission colleagues.
• Serve as a mentor and resource for the One Stop Advisor team, assisting with complex cases and modeling effective problem resolution.
• Contribute to special projects, process improvement initiatives, and cross‑functional efforts that enhance service delivery and operational efficiency.

Education: Bachelor's degree. Four years of…