Enrollment and Retention Counselor

The Enrollment and Retention Counselor ( ERC ) is an experienced professional responsible for helping students move from inquiry to program completion. This position lives within the College of Professional Studies, also known as UNE Online, and works specifically with non-traditional adult learners. The ERC informs best practices in student recruitment and program progression. They manage the entire online student lifecycle, starting from the first point of contact and throughout their continued engagement.

The ERC must be a collaborative, goal-driven individual, excited at the prospect of working closely with program teams, faculty, and various UNE departments to ensure a seamless and supportive student experience.

This position offers hybrid work options. Must be able to attend meetings and regularly scheduled in-office days (Tues-Thurs) on the Portland campus.

About the University of New England
UNE is Maine’s largest private university, with two beautiful coastal campuses in Maine, a one-of-a-kind study-abroad campus in Tangier, Morocco, and an array of flexible online offerings. In an uncommonly welcoming and supportive community, we offer hands-on learning, empowering students to positively impact a world full of challenges. We are the state’s top provider of health professionals and home to Maine’s only medical and dental colleges, a variety of other interprofessionally aligned health care programs, and nationally recognized programs in the marine sciences, the natural and social sciences, business, the humanities, and the arts.
Benefits Overview

• Multiple health and dental plan options, plus vision coverage.
• Up to 8% retirement plan match.
• Generous leave time, including vacation, sick, and personal time, and 12+ holidays per year.
• Educational benefits
  :
  • UNE tuition waiver for employees, spouses, and domestic partners.
  • UNE tuition waiver for dependents of employees with 1 year of full-time service.
    • 50% tuition reduction if less than 1 year of full-time service.
• Conduct high-volume inbound and outbound call and email communication with current and prospective students, adhering to established communication plans and response times.
• Meet enrollment and retention targets individually and as a team, following best practices for lead management and retention.
• Provide excellent customer service to students throughout the funnel, from application to graduation.
• Act as an expert for your assigned portfolio of programs, especially as it relates to admissions requirements, program benefits and outcomes, course structure and delivery methods, and CPS policies and procedures.
• Handle zoom and phone appointments as well as written student correspondence in a professional and timely manner.
• Maintain CRM database integrity with accurate, detailed documentation on student interactions and needs.
• Communicate effectively and professionally, both in writing and verbally, with students, team members, and other academic departments.
• Actively contribute feedback on sales tactics, support practices, and enrollment strategies.
• Identify trends, programmatic changes, and marketing opportunities within the portfolio.
• Evaluate potential obstacles for students and elevate those to the team with a goal of resolving or minimizing them.
• Assist with training and mentoring new team members to program portfolios.
• Willing to provide enrollment and retention support across time zones and at times that are more convenient for non-traditional students.
• Promote a positive, welcoming environment that supports diversity, innovation, teamwork, and successful outcomes.
• Other duties as assigned.

Qualifications

Bachelor’s Degree required plus 2 years of sales experience, or a combination of education and experience from which comparable knowledge and skills have been acquired.

• A proven track record working in a dynamic, fast-paced, customer-facing role.
• Strong interpersonal, written, and verbal communication skills, with the ability to engage effectively with a diverse audience.
• Friendly, professional sales approach, with the ability to influence and inspire confidence in prospective students.
• General knowledge of higher education and sales processes.
• Proficien…