Enrollment Counselor

Job Summary

Reporting to the Senior Director of Student Outreach and Recruitment and taking lead assignments from the Assistant Director of SJSU Online Recruitment, the Enrollment Counselor’s primary focus is to build relationships and recruit new or returning potential SJSU Online students by utilizing phone and internet technology. The Counselor works within a learner-focused student services model to ensure that fully online degree seekers experience integrated, seamless connections to the University from inquiry through admission. Through proactive outreach, the Counselor serves as the University’s point of contact for online degree seekers. The Counselor will perform complex student services professional work to help potential students identify their appropriate program of study, address questions related to financial aid and transcript evaluation, determine initial eligibility following CSU regulations, policies, and procedures, and fully support the applicant to resolve issues during the application process. The incumbent will also support numerous online and on campus recruitment events for SJSU Online and Student Outreach and Recruitment.

Key Responsibilities

• Through an inbound and outbound call center, provide excellent customer service to prospective students throughout the full admission recruitment process, primarily via telephone
• Navigating through and maintaining SJSU Online’s Customer Relationship Management (CRM) system and automated phone system
• Updating student inquiry progression in SJSU Online’s databases
• Maintain a pipeline of students, which will include following a prescribed call plan and prioritizing prospective student’s needs
• Meet with prospective students to counsel on completing Admissions requirements, discuss academic programs, admission options, and financial aid opportunities, and conduct online campus tours
• Participate in weekly coaching sessions
• Make recommendations to the manager to improve efficiency and effectiveness
• Support on campus, off campus, and virtual recruitment events for SJSU Online and Student Outreach and Recruitment
• Support the SJSU Welcome Center as needed
• Coordinates the compilation, tracking, and timely receipt of all required application materials for the application process (both domestic and international) for admission
• Reviews and determines completeness and validity for all required documents for admission, including residency status and data elements; enters results in CMS
• Reviews/updates data regarding educational history and records components in CRM
• Maintains daily/weekly record of admissions processes to be completed and those that have been completed
• Interprets and explains admission requirements, transfer credit evaluation policies, and enrollment policies to students, parents, campus community members, and representatives from other colleges and institutions
• Provides high-level customer service to students by answering complex policy questions, outlining and troubleshooting various documents and batch processes, including transcripts and documents related to domestic and international admission processes
• Determines category of transcripts received to be official or unofficial (i.e., international) and routes documents to Imaging for processing
• Ensures that documents are properly routed to correct processing queues
• Tracks admission status, reconciles, and verifies transcripts/documents received for completing applications
• Troubleshoots transcripts/documents and application processing problems
• Responds to inquiries regarding application, document, and admission statuses
• Communicates with Lead and Senior Director on processing or system issues
• Evaluates and processes applications by following all guidelines and policies
• Resolves problems or issues related to the application, documents, or transcripts
• Provides direct and indirect contact with students, staff, administrators, and faculty advisors for problem resolution related to student files
• Adheres to all policies and procedures set by the university and office regarding admissions, enrollment, and FERPA standards
• Assists students by answering questions, explains various documents that may be requested for the application process, including transcripts, test scores, and documents related to domestic and international admission processes.
• Supports all areas of the Office of Admissions and Outreach, as well as the other Enrollment Services Units, to ensure that shared processes are completed by posted deadlines

Knowledge, Skills & Abilities

• Knowledge regarding the scanning and processing of all documents required in the admission process, and how these documents affect an individual's application/admission status
• Knowledge of other campus units and how to direct students to assist with their successful completion of degree requirements
• Ability to work with or learn the content management system and document processing (i.e.CMS, current versions of Google Office Suite, Microsoft Office (esp. Word and Excel); email and phone skills
• Ability to provide good customer service, including the willingness to provide answers to questions not directly linked to the admission process (rather than “referring" to another office)
• Excellent customer service and public relations skills
• Ability to listen and determine the true intent of a question and provide correct information
• Ability to handle multiple work priorities, organize and plan work and projects
• Ability to apply a wide variety of policies and procedures where specific guidelines may not exist
• Ability to maintain confidentiality and appropriately handle sensitive communications with employees and external agencies
• Ability to effectively interact with diverse students and employees
• Ability to take initiative and is resourceful in planning work assignments and in implementing long-range program improvements.
• Ability to advise students individually and in groups on routine matters where required
• Excellent oral and written communication skills
• Understanding of non-traditional student populations
• Ability to work independently and collaboratively with little supervision in a fast-paced environment
• Ability to travel evenings and weekends; possess a valid driver’s license
• Ability to work evenings/weekends and have a flexible schedule
• Ability to communicate with constituents in a professional and respectful manner

Required Qualifications

• Equivalent to graduation from a four-year college or university in a related field, including or supplemented by upper division or graduate coursework in counseling techniques, interviewing, and conflict resolution, where such are job-related
• Two years of progressively responsible professional student services work experience. A master’s degree in Counseling, Clinical Psychology, Social Work, or a directly related field may be substituted for one year of experience.

Preferred Qualifications

• Minimum of one year of experience in college admissions, recruitment, or sales, OR a minimum of five years of experience in an enrollment/admissions position in nontraditional higher education recruitment
• Experience working with non-traditional students
• Six months of call center experience in an in­bound and out­bound environment
• Experience in communicating admissions and or student services policies, and procedures to community college, university, or high school constituents