Student Experience Specialist
Student Experience Specialist
- 513290
- Denton, Texas, United States
- Staff
Title: Student Experience Specialist
Employee Classification: Student & Program Specialist
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: 40500.12
FTE: 1.000000
Retirement Eligibility: TRS Eligible
About Us - Values Overview
Department Summary
The UNT One Stop provides holistic student support across enrollment and financial services functions within the Division of Enrollment. Our team members support students across various modalities, including in-person, telephone, and virtual services (online chat and case management). The Student Experience Specialist in the One Stop Contact Center position provides direct assistance to students, families, and customers in support of a progressive and simplified student experience. The position will guide students through processes related to admissions, enrollment, financial aid, student accounts, and financial literacy, proactively solving complex situations through direct intervention and collaboration across teams, departments, and divisions.
Position Overview
The UNT One Stop provides holistic student support across enrollment and financial services functions within the Division of Enrollment. Our team members support students across various modalities, including in-person, telephone, and virtual services (online chat and case management). The Student Experience Specialist in the One Stop Contact Center position provides direct assistance to students, families, and customers in support of a progressive and simplified student experience. The position will guide students through processes related to admissions, enrollment, financial aid, student accounts, and financial literacy, proactively solving complex situations through direct intervention and collaboration across teams, departments, and divisions.
The Student and Program Specialist (Student Experience Specialist) provides support to students and families across the areas of financial aid, student accounting, registration and records, student money management center, enrollment, and admissions. The position enables individuals to develop solutions for complex situations, thrive in a team environment, and systematically improve the student experience in partnership with our vast array of UNT campus partners.
Minimum Qualifications
Associate's degree and two years of office administration experience; or any equivalent combination of education, training and experience.
Knowledge, Skills and Abilities
Proficiency in Microsoft Office. Demonstrated ability to provide outstanding customer service. Demonstrated skill in verbal and written communications. Ability to establish and maintain effective working relationships. Ability to handle multiple priorities. Strong attention to detail
Preferred Qualifications
Bachelor's degree or an equivalent combination of education and/or experience.
Experience working at UNT or a similar university. Working knowledge of student information systems (including but not limited to PeopleSoft and Salesforce). Experience in higher education, preferably a one stop service model, financial aid, registrar, and/or student accounting. Experience working with diverse populations of students, staff and faculty desired. Excellent interpersonal, written, and verbal communication, critical thinking and administrative skills. Ability to meet expectations in a fast paced and dynamic customer-oriented environment with flexibility to accommodate adjusting priorities. Proven ability to work effectively as a team member. Experience in Microsoft Office Suite, student information systems, CRM.
Job Duties
- Provide advanced direct assistance to students, families, and campus partners in support of a holistic and simplified student experience. Manage complex, sensitive, or multi-layer cases across admissions, enrollment, financial aid, student accounts, academic records, and financial literacy. Utilize established policies, procedures, knowledge base resources, and consultation with Coordinators or functional partners to research solutions and coordinate cross functional resolution prior to leadership escalation. Tasks require analysis and compilation of administrative and situational data across multiple sources to research solutions and partner with internal and external partners to develop solutions. Contact may be by phone, in person, or virtually.
- Serve as a resource within the Contact Center by reviewing and resolving escalated customer inquiries and complaints with professionalism, empathy, and a commitment to a positive student experience. Provide real time guidance to Student Experience Representatives during complex or sensitive interactions, supporting policy interpretation, system navigation, and problem solving through established resources and functional office consultation. Support call management operations by assisting students in navigating their experience across division pathways by phone or through virtual service channels. Contribute to active call coverage during break and lunch rotations, peak service periods, or other high-volume intervals to maintain service continuity. Monitor and support Microsoft Teams chat channels to promote effective communication and coordinated service delivery across the Contact Center. Provide real time responses to representative inquiries and guidance during complex customer interactions.
- Support quality assurance and case management standards within Salesforce and related systems. Review case documentation for completeness and accuracy, identify trends or recurring issues, and elevate recommendations for process improvement to Coordinators or leadership. Assist in managing complex case queues as assigned.
- Promote a positive and collaborative work environment for all team members within and beyond the UNT One Stop. Demonstrate respect, flexibility, open mindedness, and professionalism in all interactions with students, team members, and campus partners. Embody a strong commitment to the mission and vision of the UNT One Stop, the home offices it supports, the Division of Enrollment, and the University of North Texas. Serve as a role model for positive engagement by actively participating in meetings, committees, cross functional initiatives, and by supporting peers in achieving service excellence.
- Participate in outreach initiatives that promote awareness and adoption of the services provided by the UNT One Stop through collaboration with internal and campus partners. Represent the Contact Center in presentations, events, and cross functional engagements as assigned. Serve as a champion for student success through the cultivation of a streamlined and student-centered experience.
- Adhere to all institutional, state, and federal guidelines and regulations, including FERPA. Participate in ongoing professional development to remain current on policy, systems, and regulatory updates.
Physical Requirements
- Communicating with others to exchange information.
- Sedentary work that primarily involves sitting/standing.
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, 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. UNT System Administration promptly investigates complaints of discrimination, harassment, and related retaliation and takes remedial action when appropriate. System Administration 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 a related investigation or proceeding.
