[Hiring] Baylor One Stop Representative @Baylor University

Role Description

The Baylor University One Stop team is seeking a fully remote One Stop Representative to join the Enrollment Management team. In this role you will work with students (current and prospective) and their families to answer, counsel, and advise on all educational questions related to admissions, financial aid, and payment processes. This position is important to Baylor’s enrollment goals as assisting incoming and continuing students with their financial aid and billing questions will help retain students year over year as they progress towards graduation. By utilizing available resources and providing exemplary customer service via phone and email, the One Stop Representative fills an important role within the division of Enrollment Management.

Qualifications

• A bachelor's degree and less than one year of relevant experience are required.
• Three years of relevant experience is preferred.
• A combination of education or experience will be considered in lieu of one another.

Requirements

• Proficient written and verbal communication skills.
• Excellent interpersonal skills and the desire to work with people.
• Experience in customer service.
• Problem-solving and critical thinking skills.
• Ability to maintain professionalism under varying circumstances.
• Professional telephone etiquette.
• Organizational skills and attention to detail.
• Ability to handle multiple tasks simultaneously.
• Proficiency with personal computers & technology.
• Ability to understand and explain complex information and processes.
• Experience in handling and communicating sensitive information.
• Knowledge of financial aid counseling, verification, federal student loans, billing, admissions and/or registrar (Preferred).
• Knowledge of an enrollment management area focusing on outreach and/or retention (Preferred).
• Bilingual (Preferred).
• Must be able to travel outside of the state of Texas.
• Applicants must currently be authorized to work in the United States on a Full-Time basis.

What You Will Do

• Maintain primary responsibility for inbound phone coverage and queue management for approximately 6 hours of the workday.
• Must be able to work 8am-5pm (Central Standard Time), with a 1-hour lunch.
• Understand and interpret the needs of students while providing quality, personalized customer service for all enrollment services areas.
• Maintain a working knowledge of federal and institutional financial aid regulations and policies.
• Represent and adhere to Baylor’s values and policies.
• Quickly and efficiently respond to student and parent email and live chat inquiries.
• Monitor digital queues and escalate complex or sensitive cases to Coordinators as appropriate.
• Navigate confidential student information across multiple systems.
• Document interactions with students.
• Determine the quickest, most effective ways to answer a student/parent question and efficiently escalate inquiries and concerns as needed.
• Troubleshoot common issues with technology and student account access.
• Attend ongoing training on federal, state, and institutional regulations regarding financial aid and student accounts.
• Perform all other duties as assigned to support the needs of the Enrollment Management Office and Baylor's mission.
• Ability to comply with University policies.
• Maintain regular and punctual attendance.

Benefits

• Comprehensive benefits package that includes medical, dental, and vision insurance.
• Generous time off.
• Tuition remission.
• Outstanding automatic retirement contributions.