Katie Central Coordinator

Division: Academic Affairs
Department/Office: Academic Success Center

The Office of Academic Success at St. Catherine University invites applications for a full-time Katie Central Coordinator position.

The Katie Central Coordinator provides integrated student services to the main areas of records, enrollment, billing and financial aid. This role delivers high-quality customer service while guiding students through institutional processes related to enrollment, finances, and academic progress.

Katie Central Coordinators take ownership of student inquiries from initial contact through resolution, ensuring consistent follow-through and coordination across offices. Through an advisor-informed approach, Coordinators help students understand their options, navigate challenges, and make informed decisions-particularly as they relate to persistence, affordability, and academic success.

Responsibilities include:

• Serve as a primary point of contact for students and families via in-person, phone, email, and virtual communication.
• Provide timely, accurate, and student-centered responses to questions related to registration, billing, financial aid, and academic processes.
• Guide students through institutional systems and processes with clarity, patience, and attention to individual needs.
• Utilize an "advisor-lite" approach to help students understand options, implications, and next steps, particularly in relation to enrollment and financial decisions.
• Deliver high-quality customer service, especially in complex, sensitive, or high-stress situations, demonstrating empathy and professionalism.
• Take ownership of student inquiries and concerns from initial contact through resolution, ensuring follow-through and closure.
• Coordinate with partner offices (Financial Aid, Registrar, Student Accounts, Academic Advising) to resolve student issues while maintaining engagement with the student.
• Conduct warm handoffs when escalation is required, ensuring continuity of support and clear communication.
• Support students navigating multi-step or complex processes, including financial aid requirements, registration barriers, and account concerns.
• Help students think through affordability, timelines, and available options, connecting them to appropriate resources as needed.
• Assist students with key processes, including: registration support (add/drop, approved late adds, overrides), financial aid documentation and next steps, billing navigation, payment plans, and account review, transcript and enrollment verification requests.
• Explain institutional policies and procedures clearly while operating within defined boundaries (no independent policy decisions or financial transactions).
• Maintain and update student records within institutional systems as appropriate.
• Provide general guidance on financial aid concepts (e.g., cost of attendance, SAP, Pell eligibility) and refer students for specialized support when needed.
• Conduct proactive outreach to students regarding key deadlines, missing requirements, and enrollment milestones.
• Document all student interactions, actions taken, and outcomes using established tracking tools.
• Identify and share trends, recurring student challenges, and process barriers with leadership to support continuous improvement.
• Reinforce messaging from partner offices to ensure consistent, clear communication to students.

Minimum Qualifications:

• Experience working in higher education or customer service fields
• Excellent written and oral communication skills
• Sensitive to cultural diversity and ability to communicate and interact with people from all backgrounds
• Experience navigating ambiguity and working within complex systems
• High level of customer service experience

Preferred Qualifications:

• Knowledge of a one-stop or related enrollment processes including but not limited to financial aid, student accounts, registrar functions and academic advising.
• Proven ability to work effectively with a team.
• Ability to analyze data and information and make informed, independent decisions.
• Highly motivated and results oriented.