Enrollment Counselor

Key Responsibilities

• Through an inbound and outbound call center, provide excellent customer service to prospective students throughout the full admission recruitment process, primarily via telephone
• Navigating through and maintaining SJSU Online’s Customer Relationship Management (CRM) system and automated phone system
• Updating student inquiry progression in SJSU Online’s databases
• Maintain a pipeline of students, which will include following a prescribed call plan and prioritizing prospective student’s needs
• Meet with prospective students to counsel on completing Admissions requirements, discuss academic programs, admission options, and financial aid opportunities, and conduct online campus tours
• Participate in weekly coaching sessions
• Make recommendations to the manager to improve efficiency and effectiveness
• Support on campus, off campus, and virtual recruitment events for SJSU Online and Student Outreach and Recruitment
• Support the SJSU Welcome Center as needed
• Coordinates the compilation, tracking, and timely receipt of all required application materials for the application process (both domestic and international) for admission
• Reviews and determines completeness and validity for all required documents for admission, including residency status and data elements; enters results in CMS
• Reviews / updates data regarding educational history and records components in CRM
• Maintains daily / weekly record of admissions processes to be completed and those that have been completed
• Interprets and explains admission requirements, transfer credit evaluation policies, and enrollment policies to students, parents, campus community members, and representatives from other colleges and institutions
• Provides high-level customer service to students by answering complex policy questions, outlining and troubleshooting various documents and batch processes, including transcripts and documents related to domestic and international admission processes
• Determines category of transcripts received to be official or unofficial (i.e., international) and routes documents to Imaging for processing
• Ensures that documents are properly routed to correct processing queues
• Tracks admission status, reconciles, and verifies transcripts / documents received for completing applications
• Troubleshoots transcripts / documents and application processing problems
• Responds to inquiries regarding application, document, and admission statuses
• Communicates with Lead and Senior Director on processing or system issues
• Evaluates and processes applications by following all guidelines and policies
• Resolves problems or issues related to the application, documents, or transcripts
• Provides direct and indirect contact with students, staff, administrators, and faculty advisors for problem resolution related to student files
• Adheres to all policies and procedures set by the university and office regarding admissions, enrollment, and FERPA standards
• Assists students by answering questions, explains various documents that may be requested for the application process, including transcripts, test scores, and documents related to domestic and international admission processes.
• Supports all areas of the Office of Admissions and Outreach, as well as the other Enrollment Services Units, to ensure that shared processes are completed by posted deadlines

Knowledge, Skills & Abilities

Required Qualifications

Preferred Qualifications

Compensation

Classification : Student Services Professional II

Anticipated Hiring Salary : $5,083 / month

CSU Salary Range : $5,083 / month - $7,228 / month

San José State University offers employees a comprehensive benefits package typically worth 30-35% of your base salary. For more information on programs available, please see the Employee Benefits Summary .