Baylor One Stop Coordinator

What We're Looking For

The Baylor University One Stop team is seeking a Coordinator to join the Enrollment Management team. As a One Stop Coordinator, you will have the opportunity to assist in the day-to-day management and operation of the One Stop office in a variety of ways. In this role you will work with One Stop Representatives to ensure prospective and current students and their families are served with excellence as they contact our office with educational questions related to financial aid, billing, and admissions.

A bachelor's degree and two years of relevant experience are required. Four years of relevant experience is preferred.

A combination of education or experience will be considered in lieu of one another.

The successful candidate will exhibit the following knowledge, skills, abilities and other characteristics:

• Knowledge of financial aid counseling, verification, student billing, admissions and/or registrar offices
• Knowledge of an enrollment management area focusing on outreach and/or retention
• Demonstrated excellent written and verbal communication skills
• Excellent interpersonal skills and the desire to work with people
• Problem-solving and critical thinking skills
• Ability to meet deadlines and maintain a high level of accuracy, professionalism, and a customer service orientation
• Professional telephone etiquette
• Organizational skills and attention to detail
• Ability to handle multiple tasks simultaneously
• Working knowledge of spreadsheet, word processing, database, and presentation applications
• Ability to understand and explain complex information and processes
• Experience in handling and communicating sensitive information
• Ability to give and lead presentations to large groups
• Ability to train and mentor entry level staff
• Bilingual preferred

Must be able to travel outside of the state of Texas.

Applicants must currently be authorized to work in the United States on a Full‑Time basis.

The One Stop Coordinator will work as a senior member of the Baylor One Stop team to advise and counsel prospective and current students and their families with questions related to the enrollment process, financial aid, and billing/student account issues. The Coordinator will also supervise a small cohort of One Stop Representatives while ensuring all Baylor students are served with excellence through:

• Maintaining a positive and professional attitude while answering phone calls for up to four hours per day
• Understanding and interpreting the needs of students while providing quality, personalized customer service for all enrollment service areas
• Manage one to three One Stop representatives including hiring, training, and coaching
• Develop training covering financial aid and student account topics to One Stop Representatives
• Maintaining the One Stop One Note and ensuring compliance across One Stop documentation
• Handle escalated inquiries and make outgoing calls to special populations
• Preparing and giving presentations at recruitment events
• Tracking inquiry data and trends and providing updates to One Stop leadership
• Maintaining a thorough working knowledge of federal and institutional financial aid regulations and policies
• Representing and adhering to Baylor and its values and policies
• Managing daily correspondence and inquiries pertaining to students
• Navigating confidential student information across multiple systems
• Determining the quickest, most effective ways to answer a student or parent's question
• Updating the Ocelot One Stop Chat Bot
• Representing Baylor One Stop on Enrollment Management and other Baylor Committees/Task Forces
• Attending ongoing trainings on federal, state, and institutional regulations regarding financial aid and student accounts
• Perform all other duties as assigned to support the needs of the Enrollment Management Office and Baylor's mission
• Ability to comply with University policies
• Maintain regular and punctual attendance

As part of the Baylor family, eligible employees receive a comprehensive benefits package that includes medical, dental, and vision insurance, generous time off, tuition remission, and outstanding automatic retirement contributions. Baylor has a comprehensive benefits plan that supports you and your family’s wellbeing and allows you to be a part of the life of a vibrant and active college campus. To learn more, go to Baylor Benefits & Advantages.

Learn more about Baylor and our strategic vision, Baylor in Deeds. Also, explore our great hometown of Waco and the many opportunities to engage locally. If you are new to Central Texas, This is Waco!