Title: Senior Coordinator, Case Management

Employee Classification: Sr Student & Pgrm Coordinator

Campus: University of North Texas

Division: UNT-Enrollment Management

SubDivision-Department: UNT-Enrollment Management -Gen

Department: UNT-Integrated Student Svc Ctr-164820

Job Location: Denton

Salary: 47,232.00

FTE: 1.000000

Retirement Eligibility:

About Us - Values Overview

Department Summary

The UNT One Stop is part of the university's Division of Enrollment Integrated Student Services team. Committed to enhancing the overall student experience, this innovative team unites diverse expertise and resources from across the Division to seamlessly support students throughout their UNT journey. The One Stop's goal is to simplify student interactions with the institution and create a supportive environment that helps students navigate key enrollment and financial processes with clarity and confidence.

Position Overview

The Senior Student & Program Coordinator for Case Management serves as part of a combined Strategy, Training, and Quality Assurance team that supports both the UNT One Stop and Student Accounting in delivering consistent, high-quality service across all student interactions. The position provides friendly, professional, and high-quality service for all aspects of student enrollment and financial business. This role plays a lead part in coordinating and resolving complex student cases through a holistic and proactive case management model. The coordinator serves as a key liaison among the UNT One Stop, Student Accounting, Financial Aid, Registrar, Admissions, and the Student Money Management Center to ensure issues are addressed efficiently and collaboratively. The position also serves as a subject-matter lead for case management processes, CRM data tracking, and analytics to identify trends, improve response times, and strengthen the overall student experience.

Minimum Qualifications

Bachelors degree in a related field and two years of student services, student affairs, counseling, advising or related experience; or any equivalent combination of education, training and experience.

Knowledge, Skills and Abilities

Strong organizational and analytical skills with the ability to manage and prioritize multiple complex cases. Exceptional written and verbal communication skills, with the ability to synthesize and relay information clearly across departments. Advanced proficiency with Microsoft Office, CRM systems (such as Salesforce), and reporting/analytics tools. Proven ability to foster cross-departmental collaboration and maintain a student-centered approach. Knowledge of university enrollment processes, financial aid, student accounts, and case management best practices.

Preferred Qualifications

Experience working in a higher education environment, preferably within a One Stop, Financial Aid, Registrar, or Student Accounting office. Experience using case management systems, data reporting tools, and student CRMs (PeopleSoft, Salesforce, WaitWell, etc.). Demonstrated experience working with diverse student populations and promoting equitable outcomes.

Job Duties

• Lead daily case management operations within the UNT One Stop to ensure timely, accurate, and compassionate service to students, parents, and university partners. 
• Serve as a facilitator and subject-matter expert for resolving complex or multi-faceted cases related to enrollment, financial aid, student accounts, registration, and related student success matters. 
• Coordinate proactive outreach and follow-up for students with unresolved or high-impact cases, ensuring continuity of care and accountability through completion. 
• Utilize the CRM and case management systems to track, prioritize, and analyze student cases; generate reports and data dashboards that inform leadership of trends, response times, and service improvements. 
• Collaborate across departments—including the UNT One Stop, Student Accounting, Financial Aid, Registrar, Admissions, and the Student Money Management Center—to manage escalations, ensure accuracy, and coordinate communication. 
• Support continuous process improvement by identifying recurring challenges, recommending solutions, and contributing to training or procedural updates that enhance the student experience. 
• Provide leadership in the use and refinement of technology tools that support student case management, including Salesforce CRM, WaitWell, Scrappy Says chatbot, and Teams channels. 
• Model exceptional service standards and foster a student-centered culture that prioritizes care, responsiveness, and proactive engagement. 
• Ensure compliance with institutional, state, and federal regulations (including FERPA), maintaining professionalism and confidentiality at all times. 
• Participate in professional development and training to maintain proficiency in student services, CRM data management, and cross-functional collaboration. 

Physical Requirements

• Communicating with others to exchange information.

Environmental Hazards

No adverse environmental conditions expected.

Work Schedule

Monday - Friday, 8am - 5pm, overtime as needed

Driving University Vehicle

No

Security Sensitive

This is a Security Sensitive Position.

Special Instructions

Applicants must submit a minimum of two professional references as part of their application. If needed, additional references can be added after the application has been submitted. 

Benefits

For information regarding our Benefits, click here.

EEO Statement

The University of North Texas System is firmly committed to equal opportunity and does not permit -- and takes actions to prevent -- discrimination, harassment (including sexual violence, domestic violence, dating violence and stalking) and retaliation on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, or veteran status in its application, employment practices and facilities; nor permits race, color, national origin, religion, age, disability, veteran status, or sex discrimination and harassment in its admissions processes, and educational programs and activities, facilities and employment practices. The University of North Texas System promptly investigates complaints of discrimination, harassment and related retaliation and takes remedial action when appropriate. The University of North Texas System also takes actions to prevent retaliation against individuals who oppose any form of harassment or discriminatory practice, file a charge or report, or testify, assist or participate in an investigative proceeding or hearing.