Admissions Advisor

Strategic Enrollment Management

Full-Time, Contingent II, Exempt, Pay Grade 1.2

Location: Remote

University of Maryland Global Campus (UMGC) seeks an Admissions Advisor in the Department of Strategic Enrollment Management. The Admissions Advisor will use strong critical thinking skills to help a diverse population of adult learners overcome a myriad of obstacles to fulfill their educational objectives. A successful Admissions Advisor performs at a high level, has extraordinary customer service skills, is able to clearly articulate the value proposition of UMGC based on each prospective student’s individual needs, effectively addresses and overcomes concerns, builds urgency for prospective students to complete the admissions process and embraces change. A successful candidate should be confident, enthusiastic and provide exceptional service to every student and team member during every interaction.

KEY ACCOUNTABILITIES INCLUDE

• Guide prospective students through their decision-making process by engaging in a consultative dialogue to explore and uncover student needs and concerns, presenting information in a professional, articulate, and confident manner, and effectively communicating the value proposition of the university to achieve desired conversion and meet/exceed enrollment growth targets
• Accurately document, maintain, and track all student interactions, information, and progression through the CRM system
• Drive new student recruitment and first term success through problem solving in a way that leaves the new student feeling as if they have a strong advocate for their success
• Meet speed to response goals and demonstrate high quality customer service throughout all student and staff interactions
• Maintain departmental Service Level Agreements in line with management expectation
• Possess thorough understanding of UMGC product knowledge, policies, procedures, systems to effectively and accurately guide prospective students from inquiry through enrollment in their first term.

RESPONSIBILITIES INCLUDE

• Be highly visible and dynamic through a high volume of interactions with prospective students via phone, video conferencing, text, and email, adhering to the contact strategy
• Maintain and provide accurate information on admissions process, program requirements, first term student success/retention initiatives, policies, procedures and dates/deadlines
• Contribute to individual, team, and unit goals on a daily, weekly, monthly basis to ensure new student growth targets are met
• Develop referral leads from prospective students, UMGC alumni and /or personal networks
• Proactively engage with prospective students and help them overcome potential barriers within the student enrollment process
• Act as a liaison for prospective students by assisting with all processes to include registration, degree planning and act as a liaison between students and other University departments
• Provide comprehensive responses to student questions regarding transfer credit, transcripts, document tracking and other records being sent to the university
• Possess thorough understanding of UMGC product knowledge, policies, procedures, systems to guide prospective students effectively and accurately
• Correspond clearly and effectively with all students and Admissions team members
• Be knowledgeable of UMGC services to include hybrid classes and testing services at military and civilian sites where relevant
• Maintain a mastery of content knowledge for all university, corporate alliance programs and community college agreements
• Participate and provide leadership in recruitment activities and new student success initiatives including attending virtual open house events, information sessions, webinars, classroom walk through presentations and other events as requested to offer guidance to new students
• Provide general information to students regarding all payment options, the full range of active duty and veteran educational benefits, process, and requirements via phone, text and email conversations
• Evening, weekend hours and possibly holidays may be required at times based on business need
• Perform other duties as assigned

DUTY STATEMENTS

• Employees that live within 50 miles of UMGC are required to work university commencement

REQUIRED EDUCATION AND EXPERIENCE

• An earned Associate's Degree
• At least 1 year serving in an Admissions, Advising, Coaching or Consultative Sales role
• Experience working in a goal-driven, measured performance and team environment is required
• Candidates must possess excellent customer service and time management skills, high learning agility, creative problem solving, interpersonal, oral and written communications, with strong attention to detail and accuracy
• Excellent interpersonal communication skills for both one-on-one interactions and group presentations with diverse populations of students
• Upbeat and outgoing personality with a desire to encourage students to succeed and ability to address and overcome student concerns
• Excellent computer and keyboarding skills (Microsoft Office, inclusive of Word, Excel, PowerPoint

PREFERRED EDUCATION AND EXPERIENCE

• An earned Bachelor’s degree
• 2+ years previous experience in any of the following areas: online higher education admissions, advising, enrollment management, recruiting, educational or training-industry sales, consultative inside sales of a service offering
• 1+ years working in a call center or high-volume, customer service/ consultative sales environment

REQUIREMENTS TO BE ELIGIBLE FOR REMOTE ROLE

• Home worksite furniture and equipment shall be provided by the Candidate
• UMGC will provide necessary office supplies, a laptop, monitor and headset
• Network communication to non-public UMGC online information technology services and data shall be made only through the use of the UMGC Virtual Private Network (VPN) to ensure data is transmitted through encrypted channels and proper authentication
• All computing equipment that is used, whether purchased by UMGC or the individual, must be connected to broadband internet through an Ethernet connection
• All computing equipment that is used must be connected to broadband internet with upload and download speeds of at least 25MBPS. You must also hardwire your laptop to the router through an Ethernet connection