Enrollment Services Specialist

Wayne State University is searching for an experienced Enrollment Services Specialist at its Detroit campus location.

Wayne State is a premier, public, urban research university located in the heart of Detroit, Michigan where students from all backgrounds are offered a rich, high-quality education. Our deep-rooted commitment to excellence, collaboration, integrity, diversity and inclusion creates exceptional educational opportunities which prepare students for success in a global society.

POSITION PURPOSE
Promote and provide quality customer service in multiple areas, including but not limited to financial aid, registration, admissions, and student accounts, via telephone, email, or in-person. Resolve complex student issues in a timely and professional manner.

ESSENTIAL JOB FUNCTIONS

 Identify and resolve complex student issues relating to financial aid, registration, admissions, student accounts and other student service processes.

Identify obstacles to student success and provide feedback to appropriate units.

Disseminate accurate information concerning students’ status and procedures for requesting exceptions to enrollment or financial policies.

Answer in-person, telephone and email inquiries and act as a liaison between students, parents, and other university offices.

Participate in rotation of assignments between a call center and front counter.

Review individual student enrollment records and accounts following federal, state, and outside agency guidelines as well as University policies. Maintain confidentiality of student information according to FERPA and University guidelines, and comply with University policies including Acceptable Use of Information Technology Resources.

Accurately record data received and document information and services provided.

Clarify students’ concerns and respond appropriately to sensitive inquiries or complaints.

Provide individual students with information concerning matters that may affect their enrollment or financial status.

Provide appropriate referrals for students, parents, and others.

Process transactions to record data received or to provide written documentation of information and/or a service provided.

Update and discuss service-related issues with Center team and student service department staff. Participate in monthly update and training sessions.

May be required to work evenings and occasional weekends.

Perform related work as assigned.

Graduation from an accredited college or university or an equivalent combination of education and/or experience.

Two years previous experience in providing customer service, preferably in an educational setting.

Demonstrated history of superior customer service skills and ability to manage difficult customer situations.

Strong organizational skills and attention to detail.

Ability to communicate effectively orally and in writing. Demonstrates active listening skills, and the ability to clarify students’ concerns and respond appropriately to sensitive inquiries or complaints

Experience working with a web-based student information system and experience navigating websites to locate information.

Excellent customer service skills and ability to manage difficult or emotional customer situations.

Ability to work effectively in a fast-paced environment, both in person and on the telephone.

Ability to analyze financial or other quantitative data and communicate the information accurately to customers.

Ability to review forms for accuracy.

This position must be filled pursuant to the provisions of a collective bargaining agreement, and as such may be filled by a qualified bargaining unit member, should one apply.

H92 - Student Affairs

H7502 Enrollment Services Center

• Regular Employee
• Job type: Full Time
• Job category: Staff/Administrative

• Compensation type: Annual Salary
• Hourly rate:
• Salary minimum: 52,400
• Salary hire maximum: 62,877

Normal office environment

• Number of openings: 1
• Reposted position: No
• Reposted reason: None (New Requisition)
• Prior posting/requisition number:

University policy requires certain persons who are offered employment to undergo a background check, including a criminal history check, before starting work. If you are offered employment, the university will inform you if a background check is required.

Wayne State University provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. The university encourages applications from women, people of color and other underrepresented people. Wayne State is an affirmative action/equal opportunity employer.