Position Information Position Information (Default Section) EEO Statement Wright State University, an equal opportunity/affirmative action employer, is committed to an inclusive environment and strongly encourages applications from minorities, females, veterans and individuals with disabilities. Faculty Rank or Job Title Enrollment Services Advisor Job Category: Administrative (exempt/non-exempt) Department Enrollment Services EEO number: 24P128 Position FTE 100% Minimum Annual or Hourly Rate $40,000 Salary Band: UC S03 Job Summary/Basic Function: The Enrollment Services Advisor must understand, explain, deliver, and enforce a wide array of enrollment policies and related services in a manner characterized by strong customer service and a student-centric approach. The position will advise and consult with individual students regarding best practices and strategies for navigating these processes, with an emphasis on pro-active, pre-emptive, and preventative approaches. Minimum Qualifications Bachelor's degree completed by start date with minimum of 2 years' experience providing direct service to students in an enrollment services area, customer service, or related field. Demonstrated success participating as a member of an interdependent work team. Demonstrated success communicating with students and others about enrollment services or related policies and procedures. Preferred Qualifications Master's degree. Ability to navigate a complex ERP (Enterprise Resource Planning system), SIS (Student Information System), or other complex shared database environment strongly preferred. Minimum of 1 year of experience providing direct service to students in an enrollment services area or related field. Demonstrated success communicating with students and others about enrollment services or related policies and procedures. Essential Functions and percent of time: Student Enrollment Advising and Services: 70% Use accepted practices and exercises independent judgment to provide students and their families with guidance and enrollment services in a manner characterized by strong customer service, a student-centric approach, and a thorough knowledge of related policy, best practices, and legislation delivered through phone, face-to-face, e-mail, and other modes of communication. Perform high quality intake assessment of student needs. Accurately refer student to other staff member and/or service modes as applicable for the student needs. Reduce referrals beyond the center as applicable, by making inquiries to other campus resources on the student's behalf. Answer frequently asked questions efficiently and accurately. Provide efficient and knowledgeable express services to students, including accurate processing as applicable. Help students understand their available options and potential outcomes. Advise students as applicable. Explain policies and procedures, and their rationale. Enforce policies and procedures, and exercise judgment to recognize and refer to supervisor as applicable. Help students understand and accept responsibility for the consequences of their prior choices. Explain and demonstrate ownership of enrollment policies or related administrative decisions or interpretations made by this or other departments or entities. Read notes reflecting advising and service activities. Write notes reflecting advising and service activities according to department expectations. Examples of enrollment advising and services may include but are not limited to: Registration activity for classes, and related functions. Records release requests. Seek, obtain, accept, receive, maintain eligibility for, and return loans, scholarships, and grants. Presentations to on-campus and off-campus partner regarding financial aid, registration, and billing. Meet financial obligations to the University via available payment methods and strategies. Apply for Ohio Residency for the purposes of paying tuition at in-state rates. Learn to use and increasingly using self-service resources (such as WINGS Express, Schedule Planner, WINGS, WINGS Resource Center) and electronic forms, scanning to submit paper forms, and performing other self-service functions that reduce phone calls and foot traffic. Request special review through appeals, petitions, escalations, or other processes. Other services to be determined. Analysis and Recommendations: 10% Experience, observe, analyze and help improves the impact of policies and services on student success in these processes. Identify policies, services, and their intersections that suggest the opportunity for process improvements. Collect or assist with the collection of data or case studies that help illustrate such opportunities. Craft and advance to supervisor descriptions, supporting evidence, and recommendations. Essential Functions and percent of time (cont'd): Training: 10% Actively participate in structured and impromptu training opportunities, as both trainer and trainee. Participate in job shadowing opportunities. Actively seek and make best use of opportunities to cross-train with intra-departmental and inter-departmental colleagues in the flow of daily business activities. Make effective use of, maintain, and contribute to shared and individual procedure documentation resources. Enrollment Services training may include, but is not limited to: Loan process and troubleshooting Holds management; comparing Financial Aid to bill Drop, Add, WD, Adjusting Aid to reflect change Explain applying for Financial Aid; explanation of different types of Financial Aid; waive fees; explain charges; student bill due dates Student installment payment plans; print Invoices; waive Late Fees Wright One Card deposits Sponsors: Vouchers, Chapter 33 (VA), International Students, and TAA Refunds; registrations standard, with restrictions or overrides, and for special populations Graduation applications; transcript requests; enrollment and other verification requests; academic, refund, and late fee petitions Wings, Wings Express, and other Self-Service Support; fee Assessment Customer Service training may include, but is not limited to: Active listening skills; open-ended Inquiry; precision Inquiry; mirroring; paraphrasing Re-framing; de-personalizing; de-escalation Diversity, conflict, communication, or other related trainings Other projects/responsibilities: 10% Coordinate or assist with other projects or office duties as assigned. Examples may include, but are not limited to: special research projects, community outreach opportunities, committee service, office management tasks, team-building activities, communication plan activities, student satisfaction activities, and assisting the associate directors, director, or others. Non-Essential Functions and percent of time: Working Conditions Office environment providing direct service to students. Does include some evenings and weekends. May require travel to local schools. Wright State University, an equal opportunity/affirmative action employer, is committed to an inclusive environment and strongly encourages applications from minorities, females, veterans and individuals with disabilities. To preserve the safety and security of the campus community and to maintain the integrity of university operations, it is the policy of Wright State University before making an employment offer conduct various background checks, such as a criminal record, credit history when job related and/or education verifications. Additionally, an administrative review shall be conducted whenever the university learns that an employee is charged with or convicted of a crime (except for minor vehicle violations). Frequently asked questions related to background checks may be found on the Human resources website at Effective July 1, 2017, per Policy 7230 Wright State University is tobacco-free. Tobacco use, including the sale, advertising sampling and distribution of tobacco products and tobacco related items is prohibited in all university facilities, on all university owned or leased grounds, university owned or operated residence halls and apartments, and at all university sponsored events regardless of location. Tobacco use is also prohibited in all university vehicles or on any equipment owned, leased or operated by Wright State University. This policy applies to anyone on campus including students, faculty, staff, visitors, consultants, vendors, patients, volunteers, and contractor employees. Special Instructions to Applicants Posting Date 03/20/2024 First Consideration Date: 04/03/2024 Closing Date Open Until Filled Yes
