Job Title: Enrollment Management Coordinator, Intermediate
Location: Student Service Center
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 605069
Workplace Culture

NAU is a community devoted to student success and sustained by an unshakable commitment to our shared mission, vision, and values. We—faculty, staff, and administrators—thrive by combining our efforts and working side by side to further NAU’s culture of excellence.

Immigration Suppt/Sponsorship

NAU will not provide any U.S. immigration support or sponsorship for this position.

Furlough/Pay Reduction Program

Northern Arizona University has implemented a salary reduction with personal flex time program in fiscal year 2021, as a result of COVID-19. It is possible for this position to be subject to this program. Details can be found on the HR website.

Job Description

Position Summary:

Assists with supporting enrollment management operations to ensure prospective, current, and former students, parents, families, alumni, faculty, staff, and the university community receive accurate information and guidance. Provides information and interpretation on pathway and transfer progress and processes, registration, financial aid, scholarships and waivers, student records, billing, tuition, and payment.

Distinguishing Characteristics:

• Demonstrates intermediate knowledge of concepts, processes, and practices.
• Diagnoses causes of problems; proposes potential solutions within the goals of the unit; applies broad knowledge of concepts and procedures to perform moderately complex tasks.
• Follows standard principles and guidelines with minimal latitude for personal decision making.

Essential Position Responsibilities:

Student Service:

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 escalates complex or sensitive employment or workplace concerns to supervisor in order 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 ESS 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:

Responsible for knowledge of the student life cycle within the functional areas: Undergraduate Admissions and Orientation, 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 for a broad range of student services, such as Student Life, Veteran Services, Disability Resources, University Advising, and other services.
• Provide service to prospective Nursing Students and Prospective Transfer students. Including liaison work with the transfer articulation department in University Admissions and University Advising.
Facilitate transition to Tier 3 functional area service.

Additional Job Functions:

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 and Orientation
• Provide case quality assurance for Tier 1 structures and systems through case triage.
• Process documents for ESS including but not limited to W9-S forms, Prop 300, and DES forms.
• Follow FERPA guidelines appropriately.
• Respond to operational demands of ESS and the University as determined by ESS leadership.
Weekends and evening work will be required in a rotational basis seasonally.

Minimum Qualifications

• Requires an Associates or undergraduate bachelor’s degree, AND
• Minimum 2-4 years of relevant experience.

Preferred Qualifications

• Contact center and use of contact center software experience.
• 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.
• CRM – Salesforce use.

Abilities

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

Background Information

This position has been identified as a safety/security sensitive position. Therefore, per AZ Revised Statute, Northern Arizona University requires satisfactory results for the following: a criminal background investigation, employment history investigation, degree verification (in some cases) and fingerprinting.

If you are applying for a job that requires a CDL, you will be required to register with the Federal Motor Carrier Safety Administration Drug & Alcohol Clearinghouse and adhere to the clearinghouse requirements.

Additionally, as an employer in the state of Arizona, NAU is required to participate in the federal E-Verify program that assists employers with verifying new employees' right to work in the United States.

Finally, each year Northern Arizona University releases an Annual Security Report. The report is a result of a federal law known as the Clery Act. The report includes Clery reportable crime statistics for the three most recent completed calendar years and discloses procedures, practices and programs NAU uses to keep students and employees safe including how to report crimes or other emergencies occurring on campus. In addition, the Fire Safety Report is combined with the Annual Security Report for the NAU Flagstaff Mountain Campus and NAU-Fort Defiance as these campuses have on-campus student housing. This report discloses fire safety policies and procedures related to on-campus student housing and statistics for fires that occurred in those facilities.

If you would like a free paper copy of the report, please contact the NAUPD Records Department at (928) 523-8884 or by visiting the department at 525 E. Pine Knoll Drive in Flagstaff.

Salary

The budgeted salary amount is $38,000.

**The starting salary will be determined by the qualifications of the selected applicant balanced with departmental budget availability, internal salary equity considerations, and available market information.

FLSA Status

This position is exempt from the overtime provisions of the Fair Labor Standards Act (FLSA) and therefore will not earn overtime or compensatory time for additional time worked.

Benefits

This is a Classified Staff (CLS) position. NAU offers an excellent benefit package including generous health, dental and vision insurance; participation in the Arizona State Retirement System; paid vacation and 10 holidays per year; and tuition reduction for employees and qualified dependents. More information on benefits at NAU is available on the Human Resources benefits website. Classified Staff employees are in a probationary status for their first six months at NAU.

NAU is a tobacco and smoke-free campus.

Employees offered a position will be eligible for state health plans (including NAU's BCBS Plan). New employees are eligible for benefits on the first day of the pay period following their enrollment, after their employment date. Employees will have 31 days from their start date to enroll in benefits. Additionally, new employees will begin participating in the Arizona State Retirement System, and the long-term disability coverage that accompanies it, on the first of the pay period following 6 months after the new employee's start date.

Learning and Development

Your career at Northern Arizona University includes the opportunity for professional development. New employee on-boarding training includes courses to be completed within the first 30 days. If your position includes the supervision of a benefit-eligible employee, we offer the NAU Supervisors Academy for you to complete within your first 2 years.

Application Deadline

September 29, 2020 at 11:59 p.m.

How to Apply

To apply for this position, please click on the "Apply" button on this page. You must submit your application by clicking on the "Submit" button by midnight of the application deadline. If you need assistance completing your application there are instructions available on the Human Resources website or in person in the Human Resources Department located in Building 91 on the NAU Campus - on the corner of Beaver and DuPont Streets.

If you are an individual with a disability and need reasonable accommodation to participate in the hiring process please contact the Office of Equity and Access at: 928-523-3312/TDD - 928-523-1006 or PO Box 4083, Flagstaff AZ 86011.

Equal Employment Opportunity

Northern Arizona University is a committed Equal Opportunity/Affirmative Action Institution. Women, minorities, veterans and individuals with disabilities are encouraged to apply. NAU is responsive to the needs of dual career couples.

EEO is the Law Poster and Supplements

NAU is an Employer of National Service. AmeriCorps, Peace Corps, and other National Service alumni are encouraged to apply.