Enrollment Services Specialist
UNC Charlotte
Full-Time
Closes on Wednesday, November 11, 2026
Job Description
- Provides comprehensive, student-centered service across Financial Aid, Registration, Student Accounts, Residency, and related university services, delivering coordinated guidance and promoting first-contact resolution whenever possible.
- Independently interprets and applies established federal, state, UNC System, and University policies, regulations, procedures, and business processes to resolve routine, complex, and non-standard student issues within delegated authority.
- Reviews and analyzes student records, financial and enrollment information and related documentation across multiple university systems to identify issues, determine appropriate actions, and coordinate services that support student success.
- Delivers accurate, responsive, and professional service through multiple channels, including phone, email, chat, text, virtual appointments, and in-person interactions, using effective communication, active listening, conflict resolution, and de-escalation techniques.
- Coordinates with campus partners to resolve cross-functional issues and facilitates appropriate consultations, warm handoffs, and escalations while supporting continuity of service through resolution.
- Utilizes Salesforce, Banner, TouchNet, along with a high volume of other university, State of NC and federal systems to research and process student requests and maintain complete, accurate, and timely documentation of student records, interactions, and case activity.
- Identifies recurring student issues, service barriers, and operational trends and recommends improvements to processes, workflows, communications, technology, and service delivery.
- Supports organizational knowledge and operational consistency through onboarding, training, mentoring, knowledge sharing, and cross-training activities.
- Participates in departmental initiatives, projects, outreach activities, and program or technology enhancements by providing operational input, testing processes and system changes, identifying issues, and supporting implementation.
- Protects the confidentiality and integrity of student information and complies with applicable federal, state, UNC System, and University privacy, security, and records requirements, including FERPA and PCI requirements
- Supports recruitment, enrollment, orientation, registration, and other university events and operational needs as assigned.