Enrollment Counselor (Student Services Associate 3 - MR05)
Mocs One Center
University of Tennessee at Chattanooga
The Enrollment Counselor acts as a liaison between the student and the Bursar's, Financial Aid and Scholarship, Registrar's, Admissions and Orientation Offices. The position answers and handles an array of front-facing duties on behalf of these departments.
Duties and Responsibilities
Participates in routine training regarding university, departmental, state, federal rules, and regulations that affect student services; participates in regular training regarding university policy and procedures; provides information of all campus and community-related resources; provides on-site computer assistance; responds to all e-mail and telephone inquiries appropriately; directs students to appropriate web locations for forms, payment options and other information; and consults with Mocs One Supervisors to resolve issues related to enrollment services.
Financial Aid and Scholarships
Answers general questions about the financial aid process and refer students and/or parents to financial aid specialists as needed; works individually with students to assist them in resolving financial obligations with the university; assists students with completion of the FAFSA and appeal forms; reviews, accepts, and forwards documents and/or checks to the Financial Aid and Scholarship Office; provide students with information about scholarships (UTC, HOPE, and other scholarship search engines); provides students with loan information and brochures (consolidation, deferment, forbearance, loan specific brochures, etc.); follow-ups with students via e-mail or phone regarding processes; and sends e-mail messages to counselors or directors to call students with more detailed information.
Answers questions about completion and processing of forms, policies and procedures, registrations, transcripts, petitions, degree, and enrollment verifications, MyMocsDegree and directory information; processes enrollment verification and letter of good standing forms; processes registrations for audit and contract courses, and 2nd week exceptions; confirms petitions for both undergraduate and general education, answers general questions, and verifies that all materials and approvals are received; explains and assists with the FERPA proxy process; and provides information on the following processes:
o Course credit by exam, Duplicate diploma requests
o Request for exception to withdrawal
o Request for academic forgiveness
o Degree completion statements
Explains charges or adjustments relating to a complex fee structure; general understanding of TouchNet and login issues; assists students making online payments for all university fees; understands the veteran deferment processes and how it applies to the veterans, spouses, or dependents; understands the online parking decal purchase and parking ticket payment process; understands the holds process for fees, return checks, and parking; and gives accurate information concerning fee policies as related to deadline dates, class cancellations, confirmation of classes, payment plan, financial aid reimbursements and refunds.
The ideal candidate will possess the following:
- Excellent oral and written communication skills
- Excellent interpersonal skills, especially those relating to conflict resolution
- Customer service oriented
- Ability to work well with customers and coworkers
- Time management skills
- Ability to work under pressure with a high degree of accuracy
- Knowledge and ability to handle several tasks simultaneously
- Basic computer skills and knowledge of computer systems
Review of applications will begin on October 3, 2022 and continue until the position is filled. Applications received by this date will receive priority consideration. In order to be considered for candidacy, applicants must submit a cover letter and resume in addition to the online application.
Minimum Qualifications: Bachelor's degree and prior experience in higher education and customer service.
Preferred Qualifications: Experience in a college setting in Financial Aid, Scholarships, Registrar's or Bursar's Office; knowledge of the university's and department policies, procedures, and processes; and experience working with Banner Student Module, Banner Document Management System (BDMS), Campus Logic, Argos, COD, and CRM.
The University of Tennessee Chattanooga is an EEO/AA/Title VI/Title IX/Section 504/ADA/ADEA institution. All qualified applicants will receive equal consideration for employment and will not be discriminated against on the basis of race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity, age, physical or mental disability, or protected veteran status.