[Hiring] Admissions Advisor @University of Maryland Global Campus

Role Description

The University of Maryland Global Campus (UMGC) seeks an Admissions Advisor in the Department of Strategic Enrollment Management. The Admissions Advisor will use strong critical thinking skills to help a diverse population of adult learners overcome a myriad of obstacles to fulfill their educational objectives. A successful Admissions Advisor performs at a high level, has extraordinary customer service skills, is able to clearly articulate the value proposition of UMGC based on each prospective student’s individual needs, effectively addresses and overcomes concerns, builds urgency for prospective students to complete the admissions process, and embraces change. A successful candidate should be confident, enthusiastic, and provide exceptional service to every student and team member during every interaction.

Key Accountabilities

• Guide prospective students through their decision-making process by engaging in a consultative dialogue to explore and uncover student needs and concerns.
• Present information in a professional, articulate, and confident manner, effectively communicating the value proposition of the university to achieve desired conversion and meet/exceed enrollment growth targets.
• Accurately document, maintain, and track all student interactions, information, and progression through the CRM system.
• Drive new student recruitment and first term success through problem solving, ensuring new students feel they have a strong advocate for their success.
• Meet speed to response goals and demonstrate high-quality customer service throughout all student and staff interactions.
• Maintain departmental Service Level Agreements in line with management expectations.
• Possess thorough understanding of UMGC product knowledge, policies, procedures, and systems to effectively guide prospective students from inquiry through enrollment in their first term.

Responsibilities

• Be highly visible and dynamic through a high volume of interactions with prospective students via phone, video conferencing, text, and email, adhering to the contact strategy.
• Maintain and provide accurate information on admissions process, program requirements, first term student success/retention initiatives, policies, procedures, and dates/deadlines.
• Contribute to individual, team, and unit goals on a daily, weekly, monthly basis to ensure new student growth targets are met.
• Develop referral leads from prospective students, UMGC alumni, and/or personal networks.
• Proactively engage with prospective students and help them overcome potential barriers within the student enrollment process.
• Act as a liaison for prospective students by assisting with all processes including registration and degree planning.
• Provide comprehensive responses to student questions regarding transfer credit, transcripts, document tracking, and other records being sent to the university.
• Correspond clearly and effectively with all students and Admissions team members.
• Be knowledgeable of UMGC services including hybrid classes and testing services at military and civilian sites where relevant.
• Maintain a mastery of content knowledge for all university, corporate alliance programs, and community college agreements.
• Participate and provide leadership in recruitment activities and new student success initiatives including attending virtual open house events, information sessions, webinars, and classroom walkthrough presentations.
• Provide general information to students regarding all payment options and the full range of active duty and veteran educational benefits.
• Evening, weekend hours, and possibly holidays may be required at times based on business need.
• Perform other duties as assigned.

Admission Advisor-Partnership Additional Duties

• Independently represent the University virtually and at locations throughout the state at recruitment events, transfer fairs, webinars, and on community college campuses to generate inquiries.
• Conduct classroom presentations virtually and/or onsite to increase awareness of the Maryland Completion Scholarship, UMGC’s online classroom, program articulations, and transfer process.
• Some evenings, weekends, and extensive in-state travel is required. Candidates must have a good driving record along with reliable transportation and auto insurance.

Required Education and Experience

• An earned Associate's Degree.
• At least 1 year serving in an Admissions, Advising, Coaching, or Consultative Sales role.
• Experience working in a goal-driven, measured performance, and team environment is required.
• Excellent customer service and time management skills, high learning agility, creative problem solving, interpersonal, oral, and written communications.
• Strong attention to detail and accuracy.
• Excellent interpersonal communication skills for both one-on-one interactions and group presentations with diverse populations of students.
• Upbeat and outgoing personality with a desire to encourage students to succeed and ability to address and overcome student concerns.
• Excellent computer and keyboarding skills (Microsoft Office, inclusive of Word, Excel, PowerPoint).

Preferred Education and Experience

• An earned Bachelor’s degree.
• 2+ years previous experience in online higher education admissions, advising, enrollment management, recruiting, educational or training-industry sales, consultative inside sales of a service offering.
• 1+ years working in a call center or high-volume, customer service/consultative sales environment.

Requirements to be Eligible for Remote Role

• Home worksite furniture and equipment shall be provided by the Candidate.
• UMGC will provide necessary office supplies, a laptop, monitor, and headset.
• Network communication to non-public UMGC online information technology services and data shall be made only through the use of the UMGC Virtual Private Network (VPN).
• All computing equipment that is used must be connected to broadband internet through an Ethernet connection.
• All computing equipment that is used must have upload and download speeds of at least 25MBPS.
• All submissions should include a cover letter and resume.

Benefits

• Generous Time Off: 22 days of paid vacation, 15 days of sick leave, 3 personal days, and 16 paid holidays (17 during general election years).
• Comprehensive Health Coverage: Access to health care, medical with vision, dental, and prescription plans for both individuals and families.
• Insurance Options: Term Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability (LTD) Insurance.
• Retirement Stipend: Equal to 7.25 percent of base salary and eligibility to contribute to a supplemental retirement account (SRA).
• Tuition Remission: Eligible immediately for Tuition Remission at UMGC or University of Maryland College Park.