As a UW employee, you have a unique opportunity to change lives on our campuses, in our state and around the world. UW employees offer their boundless energy, creative problem solving skills and dedication to build stronger minds and a healthier world.
The University of Washington (UW) is proud to be one of the nation's premier educational and research institutions. Our people are the most important asset in our pursuit of achieving excellence in education, research, and community service. Our staff not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty.
UW Continuum College (UWC²) expands the reach of the University of Washington with programs like UW Professional & Continuing Education, International & English Language Programs, Summer Youth and the Osher Lifelong Learning Institute at the UW that meet the needs of various learners at all phases of their lives. We're focused on removing obstacles to relevant educational opportunities by addressing geographic, financial, length of commitment, and time constraints, increasing access to knowledge for more people. By looking ahead and experimenting with new approaches, we're creating new educational opportunities to help people thrive in a world of change.
UWC² has an outstanding opportunity for a Student Support Specialist within our Enrollment Services team.
The Student Support Specialist is responsible for handling inquiries from, and communications to, accepted students in our certificate programs and is a subject matter expert regarding admissions policies and procedures and the operational steps that guide students from admittance through program completion.
Specialists are responsible for ensuring a smooth transition of responsibilities from the Enrollment Coaches as well as delivering a strong, service-oriented first impression to stealth applicants. This position must work effectively across operational teams within UWC², with academic and other support units across the University. In addition, the Specialist is responsible for many key processes and complex tasks that are central to the success of these self-sustaining programs. Areas of knowledge & expertise will include coaching methodology, "strong-start" tactics, enrollment/re- enrollment strategies, and operational tasks.
STUDENT COACHING AND COMMUNICATIONS:
Using coaching methodology, engage post-applicant students in order to increase enrollment and maintain communications to ensure strong re-enrollment and retention outcomes
Write, edit, and distribute email communications tailored to the student's needs and pipeline status
Conduct strategic call campaigns to student audiences in accordance with PCE & Enrollment Services target programs or populations
Monitor and analyze admitted student data in order to strategically manage one's roster and design additional campaign efforts
Meticulously maintain, track, and monitor student records in UWC²'s CRM system
Provide exceptional customer service, leaving a positive impression of the University and of Enrollment Services with each student; this includes responding promptly to voicemails and emails in accordance with team guidelines
Assist prospective students in completing third-party funding requests including but not limited to: WorkSource, MyCAA, AmeriCorps, Veterans
Serve as one of four subject-matter-experts on policies and procedures.
Serve as a day-to-day decision-maker in resolving situations related to admissions for a portfolio of programs.
Maintain Enrollment Service's written-processes and training materials including Shared Drive content and UWC² Knowledge base.
Handle individual transfer, deferment, and withdraw requests as it relates to admissions processes.
Complete quarterly data cleansing and maintenance of EOS student statuses.
Process Single Course Enrollment applications and tracking.
Assist with enrollment pipeline reporting and analysis.
Provide project leadership on special assignments as needed.
REQUIREMENTS: Bachelor's degree and at least two years of increasingly responsible administrative experience, preferably in continuing education program management. The candidate should have a strong working knowledge of the Microsoft Office Suite and intermediate proficiency in the use of Internet technologies and database systems. Additional requirements include:
Proficiency in running basic CRM reports and campaigns, or the ability to learn new systems quickly
Skills and experience in writing, editing, and proofing
Excellent customer-services skills
Excellent oral and interpersonal communication skills
The ability to work in a professional manner both as a self-starter and as a team member
Ability to achieve coaching certification
Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.
Demonstrated effectiveness in managing multiple priorities and programs within a highly complex and fast-paced organization.
Familiarity with administrative policies and procedures in a university environment, or specially the University of Washington.
A record of cultivating a strong team environment for achieving the goals of the organization within a customer service environment.
As a UW employee, you will enjoy generous benefits and work/life programs. For detailed information on Benefits for this position, click here.
Application Process: The application process for UW positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These assessments may include Workforce Authorization, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergraduate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.