Job Details
Department: Scholarships and Aid-Ops-543100
Career Area: Student Services
Posting Open Date: 09/10/2026
Application Deadline: 09/24/2026
Open Until Filled: No
Position Type: Permanent Staff (EHRA NF)
Working Title: Senior Student Success Specialist for Heels Hub
Appointment Type: EHRA Non-Faculty
Position Number: 20078446
Vacancy ID: NF0010016
Full Time/Part Time: Full-Time Permanent
FTE: 1
Hours per week: 40
Position Location: North Carolina, US
Hiring Range: $55,000 - $60,000
Proposed Start Date: 10/19/2026
Be a Tar Heel!
A global higher education leader in innovative teaching, research and public service, the University of North Carolina at Chapel Hill consistently ranks as one of the nation’s top public universities . Known for its beautiful campus, world-class medical care, commitment to the arts and top athletic programs, Carolina is an ideal place to teach, work and learn. One of the best college towns and best places to live in the United States, Chapel Hill has diverse social, cultural, recreation and…
professional opportunities that span the campus and community. University employees can choose from a wide range of professional training opportunities for career growth, skill development and lifelong learning and enjoy exclusive perks for numerous retail, restaurant and performing arts discounts, savings on local child care centers and special rates on select campus events. UNC-Chapel Hill offers full-time employees a comprehensive benefits package , paid leave, and a variety of health, life and retirement plans and additional programs that support a healthy work/life balance.
Primary Purpose of Organizational Unit
The Office of Scholarships and Student Aid works to ensure that qualified students have the opportunity to study at the University of North Carolina at Chapel Hill regardless of their ability to pay. The office serves students at all levels, including graduate and professional school students and coordinates all student financial support for the campus. The office assists in the recruitment, retention and success of students while maximizing available funds, exercising good stewardship of those funds, and performing related research, analysis and program evaluation in support of long-range enrollment and campus goals. In addition, the office provides academic and co-circular support services for scholarships, provides financial literacy and educational tools, and partners with faculty and other student success areas across campus to provide excellent service to low- and middle-income students and other scholarship recipients. The work of the office is public in nature and closely scrutinized by students and their families, lawmakers, faculty and staff at the University, and by the media (local, regional, and national).
Position Summary
The University of North Carolina at Chapel Hill seeks a Senior Student Success Specialist for Heels Hub, a OneStop student services unit housed within Enrollment Management. This position plays a critical support role in delivering a seamless, student-centered service experience to students and families.
In addition to providing support through in-person and digital channels, the Senior Student Success Specialist performs advanced coordination and support duties, including service ticket review, routing, and resolution; knowledge-base content creation, and quality-assurance tasks. This role processes student requests and makes decisions based on documented policies and procedures.
This position provides student-centric counseling throughout the student lifecycle. The ideal candidate will make timely decisions and use professional judgement to assist students and ensure immediate financial needs are met. It is critical that the candidate be committed to supporting student success while upholding institutional and federal financial aid policies.
This position also provides functional supervision, training, and daily oversight for student workers supporting Heels Hub operations.
Working in a fast-paced, high-volume environment, the Senior Student Success Specialist demonstrates a high level of independence, judgment, and cross-training across multiple student service areas. The position supports UNC’s ‘no wrong door’ service model by improving service consistency, reducing barriers, and ensuring timely and accurate assistance across the full range of student service functions.
The position also contributes to institutional compliance by maintaining accurate documentation, following established protocols, and upholding all federal, state, and University policies and regulations governing the access, use, and disclosure of student records. Through cross-training, teamwork, and student-centered problem solving, the Senior Student Success Specialist position helps ensure that students have access to the resources and guidance they need to succeed at Carolina.
The ideal candidate will demonstrate an outstanding ability to advocate and care for students and families; identify and assess opportunities to support outreach efforts; speak and write clearly in explaining complex situations. The successful candidate will also demonstrate a strong commitment to the University’s mission, a keen interest in supporting Carolina’s student body, and an ability to work effectively with colleagues who have varied backgrounds and perspectives.
Minimum Education and Experience Requirements
Master’s or Bachelor’s and 0-2 years’ experience; or will accept a combination of related education and experience in substitution.
Required Qualifications, Competencies, and Experience
- Strong customer service skills and experience working in a front-line, high-volume service environment.
- Demonstrated ability to communicate clearly and professionally with diverse populations.
- Experience in triaging inquiries, problem-solving, and applying policies to wide-ranging student scenarios.
- Proficiency using Microsoft Word, Excel, Outlook, Teams/Zoom, and CRM or ticketing platforms.
- Experience creating written content, such as training materials.
- Ability to work independently, manage competing priorities, and maintain accuracy under pressure.
- Experience providing direction or functional supervision to student employees or peers.
- Commitment to all federal, state, and University policies and regulations governing the access, use, and disclosure of student records, including the Higher Education Act (HEA), Internal Revenue Code (IRC), and the Family Educational Rights and Privacy Act (FERPA).
- Demonstrated ability to interpret and explain University policy related to enrollment, registration, academic records, and student status.
- Experience working in an admissions, financial aid, registrar, student accounts, or academic advising office.
Preferred Qualifications, Competencies, and Experience
Experience at a large, decentralized public research university or similarly complex institution. Familiarity with enterprise student information systems and CRM platforms (e.g., PeopleSoft, Slate, or comparable systems).
- Experience with ticket triage, workflow management, or service operations.
- Experience supporting process improvements or contributing to service transformation efforts.
- Experience interpreting and explaining program policy and procedures.
Campus Security Authority Responsibilities
This position is designated as a Campus Security Authority in accordance with the Clery Act. This position will be required to report Clery crimes to the Clery Compliance Manager and complete annual training about reporting responsibilities.
Organization
The nation’s first public university is at the heart of what’s next, preparing a diverse student body to become creators, explorers, innovators and leaders in North Carolina and throughout the world. Carolina’s nationally recognized, innovative teaching, campus-wide spirit of inquiry and dedication to public service continue the legacy that began in 1795 when the University first opened its doors to students.
Here, in one of America's most beautiful college settings, we offer exceptional careers in richly diverse fields. Come explore what UNC-Chapel Hill has to offer you.
Undergraduate Enrollment: 19,117
Graduate/Professional Enrollment: 10,894
Total Student Enrollment: 30,011
Founded: 1789, as the first state university in the United States
Type of Institution: Public, four-year
Undergraduate Admission: 15,961
Graduate/Professional Enrollment: 10,039
Total Student Enrollment: 26,000
Faculty: 3,000
Percentage of faculty who hold Ph.D.s or the highest degrees in their field: 94 percent
Faculty/student ratio: 1/14
Location: UNC is located in the heart of Chapel Hill, the best college town in America! It's a friendly town of about 40,000 in the geographical center of North Carolina. Chapel Hill is at the western point of the Research Triangle, an area of about one million people, comprised of Chapel Hill, the cities of Durham and Raleigh, and the Research Triangle Park, home of many corporate offices and scientific research centers. Carolina is about 30 miles from the state capital, Raleigh, and 20 minutes from Raleigh-Durham International Airport.
Chapel Hill's main street, Franklin Street, borders the campus and offers shops, coffee houses, cafés, movie theaters and houses of worship. The town has a historic district, museum, library, parks, malls, and many recreational facilities.
Origins of Carolina's students: 82 percent of UNC's freshmen are from North Carolina and 18 percent are from out-of-state. Our students come from 42 different states and our international students represent 37 countries.
Size of freshman class: Approximately 3,400
Class size: Barely five percent of undergraduate classes contain more than 100 students; two-thirds of undergraduate classes have fewer than 30 students. Forty-one percent have fewer than 20 students, including First Year Seminars, in which first-year students work closely with professors.
Sports and athletic programs: UNC is an NCAA Division I school with 28 varsity teams. Carolina is the proud home of the Dean Smith Center, Kenan Stadium, Carmichael Auditorium, Koury Natatorium, and many other fine athletic facilities. Students join more than 60 intramural and club sports, which include baseball, bowling, crew, golf, lacrosse, rock climbing, rugby, tae kwon do, and ultimate frisbee. The Student Recreation Center offers weight training, aerobics, stair machines, and all the equipment you would expect to find at a great health club! Carolina offers a newly renovated outdoor pool and indoor pools, a golf course, tennis courts, and the longest zipline in America!
Number of residence halls: Incoming undergraduates will live in one of Carolina's 29 residence halls, which are wired for Internet access and cable television. housing.unc.edu
Scholarships and financial aid: About 40 percent of UNC-Chapel Hill students receive scholarships and/or some form of financial aid. studentaid.unc.edu
Special research institutes: Institute for Research in Social Science, Institute of Outdoor Drama, Morehead Planetarium, Kenan Institute of Private Enterprise, Institute of Government, Institute of African American Research.
Career services: On-campus counseling, job fairs, résumé writing service, internships, placement services. www.unc.edu/depts/career
Technological facilities: Students find multiple uses for Carolina's state-of-the-art technological resources. They can access Carolina's computer services through Academic Technology and Networks, which manages academic computing, e-mail, microcomputing labs, interactive media presentation, video and classroom support, and a help desk. The MetaLab oversees the development of SunSITE, one of the world's busiest digital library and electronic publishing projects.
Students may open e-mail accounts, and many use campus computer resources to construct personal Web pages. Students in residence halls have hardwired network connections to the Internet and cable television in their rooms. At the ATN Training center, students may take classes on software packages and utilities. Computer labs are available for student use all over campus.
Carolina Computing Initiative: Beginning with the freshman class of 2000, undergraduates must purchase laptop computers. The University has arranged for IBM to offer computers at excellent prices. Students, faculty, and staff will enjoy cost savings, higher quality compatible equipment, and better technical support through CCI. www.unc.edu/cci
The Study Abroad program allows students to live and learn in Europe, the Middle East, Asia and the Pacific Rim, Africa, and the Americas. www.unc.edu/depts/abroad
The Honors Program offers special seminars, research programs, and the chance to design your own independent studies. www.unc.edu/depts/honors
Carolina students spend time in public service through student organizations, the Campus Y, the Carolina Center for Public Service, and courses that incorporate community service.
UNC's chapter of Phi Beta Kappa, a national collegiate honor society, is the oldest in North Carolina, dating from 1904. There are many other honorary societies at Carolina.
UNC offers ROTC programs in all branches of national military service.
Through the First Year Seminars program, first year students will understand what it means to study at a premier research university. They will learn from faculty members and share in their research in seminars of no more than 20 students.
Life outside the classroom: More than 370 clubs, teams, and student organizations offer something for everyone! You can choose from among musical and dramatic performing groups, publications, ethnic and religious clubs, the Campus Y and other service organizations, fraternities and sororities, and pre-professional organizations. Whatever your interests, you will find others at Carolina who share them! www.unc.edu/depts/union/student/listintr.htm
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