Enrollment Counselor

Job Summary

Reporting to the Senior Director of Student Outreach and Recruitment and taking lead assignments from the Assistant Director of SJSU Online Recruitment, the Enrollment Counselor’s primary focus is to build relationships and recruit new or returning potential SJSU Online students by utilizing phone and internet technology. The Counselor works within a learner-focused student services model to ensure that fully online degree seekers experience integrated, seamless connections to the University from inquiry through admission. Through proactive outreach, the Counselor serves as the University’s point of contact for online degree seekers. The Counselor will perform complex student services professional work to help potential students identify their appropriate program of study, address questions related to financial aid and transcript evaluation, determine initial eligibility following CSU regulations, policies, and procedures, and fully support the applicant to resolve issues during the application process. The incumbent will also support numerous online and on campus recruitment events for SJSU Online and Student Outreach and Recruitment.

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 (., 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 .

Application Procedure

Click Apply Now to complete the SJSU Online Employment Application and attach the following documents :

All applicants must apply within the specified application period : July 3, 2025 through July 17, 2025 . This position is open until filled; however, applications received after screening has begun will be considered at the discretion of the university.

Contact Information

University Personnel

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