Job Listings

Enrollment Counselor- Specialist

Company:
Western Governors University
Job Location:
Salt Lake City, Utah
Category:
Admissions and Enrollment

Job Type: Full time

Job Number: JR-011068

Location: Home Office

If you're passionate about building a better future for individuals, communities, and our country-and you're committed to working hard to play your part in building that future-consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

This role is Work From Home within the locations specified

Job Profile Summary:

The Enrollment Counselor position works extensively in the recruitment and enrollment of students for WGUs educational programs. Enrollment Counselors administer and coordinate the full life cycle student enrollment process by serving as the contact for both potential and current WGU students who have applied or who have questions regarding WGUs enrollment process and programs.

Enrollment Counselors identify and evaluate students' goals, ensure enrollment requirements are met, and establish proper expectations. Enrollment Counselors generate excitement, build rapport, guide, and empower students to take their next steps. Enrollment Counselors also provide outstanding student service by answering questions, mitigating concerns, providing program information, and monitoring students' progress throughout the entire enrollment process. Enrollment Counselors utilize multiple systems to accurately track and report all student activity and progress.

As an Enrollment Counselor, you will have two main objectives: one, provide warm, understanding, and responsive help to individuals facing important decisions about college; two, help them get started.

As an Enrollment Counselor, you will finish work every day knowing that you have helped individuals and their families - people just like you and me - start on their path to a degree and greater career success. It is a great feeling!

Essential Functions and Responsibilities:

  • Interact with students via telephone, email/written correspondence to guide students through the entire enrollment process, including resolving/mitigating student concerns.
  • Maintain an upbeat, professional, and helpful approach in all dealings with prospective students, colleagues, and others.
  • Continued and multiple student contacts including setting appointments with students to ensure enrollment progress is made.
  • Proactively communicate and follow up with students via telephone and email.
  • Answer questions and educate students on WGU programs and enrollment processes/requirements.
  • Manage student applications throughout the enrollment process by using best practices, including follow-up appointments and meeting deadlines.
  • Establish proper expectations regarding the student experience and WGU's culture.
  • Remain compliant with standards, guidelines, and policies as set forth by WGU and the U.S. Department of Education.
  • Regularly collaborates and works with other departments including admissions, transcripts, financial services and student accounts to ensure a streamlined enrollment process.
  • Conducts team and department wide training and mentoring.
  • Participates on and/or leads projects and teams to improve Enrollment processes, system issues, and employee and student success.
  • Able to work on diverse and complex matters independently.
  • Takes responsibility and action to appropriately address and handle complex and escalated concerns and issues.
  • Understand WGU degree programs and policies to provide knowledgeable support.
  • Evaluate students' academic goals to align with degree program selection.
  • Participate enthusiastically within your own team of Enrollment Advisors, supporting your teammates and providing input on opportunities for improvement.
  • Use reports effectively to improve student success, your performance metrics, and team productivity.
  • May act as a team lead and make operational decisions in the place of leadership.
  • Functions as a subject matter expert.
  • Performs other related duties as assigned.

Knowledge, Skill and Abilities:

  • Interpersonal skills - Works with others in a considerate, respectful, and unbiased manner. Approaches conflict proactively. Solicits and shares feedback openly. Listens with empathy and maintains composure.
  • Accuracy - Draws on facts collected from a broad knowledge of WGUs goals and processes.
  • Adaptability - Corrects behaviors and communication style to meet the needs of a wide range of situations. Tackle's obstacles appropriately. Is comfortable with ambiguity.
  • Reliability - Accountable to self and others; does what it takes to get the job done. Actions are consistent with words. Follows through on commitments. Exhibits exceptional integrity.
  • Attitude - Displays commitment to the organization and to personal growth. Is self-motivated and able to motivate and inspire others. Asserts self appropriately to champion ideas. Tells the truth in a direct and constructive manner.
  • Initiative - Self-directs with a strong tendency for action. Leads the way to improve performance or processes. Displays keen interest in students and organization.
  • Basic mathematical skills, strong Microsoft Excel skills preferred.
  • Demonstrated problem solving skills.
  • Basic computer skills, including experience with Microsoft Office programs, and the ability to work across multiple software programs simultaneously.
  • Strong mentoring and influencing skills.
  • Future oriented. Assesses what will help or hinder achieving goals. Focuses on what is important.
  • Working with a sophisticated CRM system (Salesforce preferred) is highly desirable.
  • Professional phone and language skills (clear speaking, active listening, professional language, clear writing).
  • Understanding of principles of "growth mindset," positive psychology, and resilience are desirable but not required.
  • Sales or customer service experience could be helpful but is not required.
  • Strong rapport building and communications abilities, especially via phone.
  • Strong work ethic coupled with attention to details.
  • An ability to work independently without close supervision, coupled with an understanding that regular feedback, critiques, and coaching are part of our continuous improvement cycle.
  • Determination to complete assigned work in a timely, organized, and professional fashion.
  • A courageous focus on what's best for students and the team.
  • Flexible and adaptable to change and an aptitude to learn novel approaches and technologies quickly.
  • A collaborative attitude and team spirit that supports the success of the entire team.

Competencies:

Organizational Impact:

  • Works to achieve operational targets within job areas impacting department, function, or office results.
  • Work is performed independently on moderately complex projects and assignments with some guidance required for direction and complex tasks. Sets objectives for oneself to meet the goals of projects or assignments.

Problem Solving & Decision Making:

  • Responsible for employing adjustments or recommended enhancements to systems and processes to solve problems or improve the job area's effectiveness while leveraging a systems-thinking approach.
  • Problems faced may require an understanding of a broader set of issues and job areas.

Communication & Influence:

  • Collaborates with contacts typically within the job area to obtain or provide information requiring some explanation or interpretation.

Leadership & Talent Management

  • May provide guidance and assistance to entry-level professionals and or support employees.
  • Demonstrates the WGU leadership principles in all aspects of service to students, employees, and partners of WGU.

Job Qualifications:

Minimum Qualifications:

  • 2+ years of related experience, or a bachelors (advanced) degree without experience.

Department Specific Minimum Qualifications:

  • Enthusiastically provide information and guidance to help students determine if WGU Academy meets their education and career needs.
  • Strong experience with distance education and distance learning students is preferred.
  • Must work set schedule with hours that may include evenings and weekends.
  • Must have basic computer skills, including experience working with Microsoft Office programs, navigating multiple software programs simultaneously, and managing high volumes of phone calls and emails.

Preferred Qualifications:

Bachelor's Degree or Associates degree with equivalent work experience

  • Experience working in a coaching, training, or high-quality customer service capacity highly desirable.
  • Experience supporting adult learners in distance learning environments highly desirable.
  • Familiarity with Salesforce or other customer relationship management tools desirable.

Physical Requirements:

  • Prolonged periods sitting at a desk and working on a computer.
  • Must be able to lift up to 15 pounds at times.

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As an equal opportunity employer, WGU recognizes that our strength lies in our people. We are committed to diversity.

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