Sr Stdnt Enrollment Assoc

The Senior Student Enrollment Associate is an entry-level position with significant responsibility, acting as the first point of contact for students, alumni, parents, faculty, and staff at the University of New Mexico (UNM). The role prioritizes excellent customer service, addressing a wide range of inquiries, including complex ones, through inbound calls and live chats. Key duties include delivering accurate information, documenting interactions, demonstrating empathy, solving problems in real time, multitasking, fostering team cohesion, and training new staff.

Inquiries cover various topics such as Admissions, Financial Aid, Scholarships, Records, and Registration, as well as other supporting departments. The role involves maintaining confidentiality, upholding UNM's Standards of Excellence, and collaborating with team members to ensure efficient service delivery. Key performance indicators include high customer satisfaction, productivity in managing calls and chats, and contributing to overall team goals.

See the Position Description for additional information.

High school diploma or GED; at least 7 years of experience directly related to the duties and responsibilities specified.

Completed degree(s) from an accredited institution that are above the minimum education requirement may be substituted for experience on a year for year basis.

• Successful experiences in customer service roles, with a focus on providing support in higher education settings.
• Knowledge of university systems - familiarity with Admissions, Financial Aid, Scholarships, Records & Registration processes, and other related university/college services.
• Exceptional communication skills with ability to clearly convey challenging and complex information through phone and live chat to a diverse population of students and customers.
• Strong problem-solving abilities with a proven track record of effectively addressing and resolving challenging inquiries in real time.
• Empathy and interpersonal skills that foster supportive interactions with students, alumni, and parents, ensuring a supportive and understanding environment.
• Demonstrated teamwork & collaboration skills that promote and fosters team cohesion and creates a positive work environment.
• Strong commitment to confidentiality and ethical standards, with experience in managing sensitive information and adhering to confidentiality policies.

Only applications submitted through
the official UNMJobs site will be accepted. If you are viewing this job
advertisement on a 3rd party site, please
visit UNMJobs to submit an application.

Positions posted with a Staff Type of Regular or Term are eligible for the Veteran Preference Program. See the Veteran Preference Program webpage for additional details.

The University of New Mexico is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability, or any other protected class.

The University of New Mexico requires all regular staff positions successfully pass a pre-employment background check. This may include, but is not limited to, a criminal history background check, New Mexico Department of Health fingerprint screening, New Mexico Children, Youth, and Families Department fingerprint screening, verification of education credentials, and/or verification of prior employment. For more information about background checks, visit https://policy.unm.edu/university-policies/3000/3280.html. Refer to https://policy.unm.edu/university-policies/3000/3200.html for a definition of Regular Staff.