Enrollment Management Coordinator, Intermediate

Northern Arizona University

Special Information

This position is a hybrid position which allows the incumbent to complete their work at both an NAU site, campus, or facility and at a non-centralized site with or without accommodation.

About the Department/College

Strategic Enrollment and Marketing focuses on recruiting and enrolling students as the cornerstone of NAU's mission. By integrating marketing and communications alongside enrollment efforts, we tell NAU's transformative story to attract diverse learners and drive student success. Our work sharpens focus, aligns talent and resources with university priorities, and invests in high-impact strategies to ensure long-term sustainability. With unwavering commitment, we advance NAU's vision as a leading engine of opportunity and excellence.

About the Position

The Enrollment Management Coordinator, Intermediate supports the delivery of high-quality, student-centered services across Northern Arizona University's enrollment management functions. This position serves as a Tier 2 resource for complex inquiries and escalations related to admissions, registration, financial aid, scholarships, student accounts, and academic records. The coordinator provides accurate guidance to prospective, current, and former students, as well as parents, alumni, faculty, and staff, ensuring timely resolution of issues and seamless navigation of university processes.

Working across multiple functional areas, the Enrollment Management Coordinator, Intermediate applies broad knowledge of the student lifecycle to assist with form completion, policy interpretation, and procedural support. They manage and document student interactions using Salesforce CRM, triage cases for escalation, and collaborate with internal departments to ensure consistent and compliant service delivery. The role also includes outreach, relationship-building with campus partners, and support for operational improvements.

This position requires strong communication skills, attention to detail, and the ability to manage sensitive student concerns with professionalism and discretion. The coordinator plays a key role in maintaining compliance with university, state, and federal regulations, and contributes to the continuous improvement of enrollment services.

Responsibilities Include

Student & Customer Service - 40%

• Assists with and facilitates appropriate processes related to enrollment management functions, such as pathway and transfer progress and processes, registration, financial aid, scholarships and waivers, student records, billing, tuition, and payment to provide timely service.
• Assists with the counseling, education, guidance, and instruction of students in the completion of various forms related to registration, student accounts, and/or financial aid; provides information regarding deadlines, deferments, transcripts, graduation, residency, reinstatements, etc.
• Identifies and escalate complex or sensitive employment or workplace concerns to supervisor to reduce employee and institutional risk.
• Function as Tier 2 support for phone and walk-in for the Student Contact Center and Student Service Center including escalations and Tier 2 knowledge base management.
• Document student contact through Salesforce case management in student information database and coordinate transition of higher-level cases to functional area staff.
• Respond to inquiries from internal department staff and internal NAU staff to provide case triage and expedited customer service.
• Support the university by providing easy access to information for students, parents, guardians, faculty, and staff.

Functional Area Support - 40%

• Responsible for knowledge of the student life cycle within the functional areas: Admissions and Enrollment Services, Scholarships and Financial Aid, Student and Departmental Accounts, and Office of the Registrar.
• Advise students by providing financial aid information concerning the Free Application for Federal Student Aid (FAFSA) and online FAFSA applications; explain financial aid eligibility and disbursement of aid, as well as cost of attendance figures.
• Resolve problems or concerns on student account billing statements and financial transactions; answer questions and explain debits and credits, tuition and fee assessment, credit load and impact on tuition, and refund/credit transactions.
• Advise students of enrollment timelines and forms.
• Process student add/drop and petitions requests.
• Facilitate student needs in navigating pre-advising and enrollment planning process.
• Receives and responds to questions to ensure efficient navigation of enrollment management processes, procedures, and programs.
• Provides outreach and assistance to students regarding university enrollment management programs and processes.
• Serves as a liaison and cultivates relationships with campus partners for a broad range of student services, such as Student Life, Veteran Services, Disability Resources, University Advising, and other services.
• Facilitate transition to Tier 3 functional area service.

General Duties - 15%

• Manages and tracks key tasks and workloads across the unit/department.
• Ensures all applicable university, state, and federal guidelines, policies, and/or regulations are met.
• Provides high-quality customer service.
• Specialize in Salesforce CRM application to provide customer service in the form of inbound and outbound phone calls, emails, print communications, and in-person on Scholarships and Financial Aid, Student and Departmental Accounts, The Office of the Registrar, and Admissions.
• Provide case quality assurance for Tier 1 structures and systems through case triage.
• Follow FERPA guidelines appropriately.
• Respond to operational demands of ESS and the University as determined by ESS leadership.

Other - 5%

• Perform additional duties as assigned.

Minimum Qualifications

• Associates or undergraduate bachelor's degree.
• 1 years of relevant experience.
• A combination of related education, experience, and training may be used as an equivalent to the above Minimum Qualifications.

Preferred Qualifications

• Contact center and use of contact center software experience.
• Fluent in academic language.
• Direct customer service experience.

Knowledge, Skills, & Abilities

Knowledge

• Intermediate knowledge of tools, procedures, processes, policies, and concepts related to enrollment management.
• Knowledge of applicable university, state, and federal guidelines, policies, and/or regulations related to enrollment management.

Skills

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Conflict resolution and customer service skills.

Abilities

• Analyzes non-routine situations and anticipates issues.
• Has problem solving, organizational, and analytical capabilities.
• Balances competing priorities.
• Communicates effectively.

Compensation

Salary range begins at $44,422. Annual salary commensurate with candidate's qualifications and related experience.