Special Information

• This position is subject to the availability of funding. 
• This position is a hybrid position which allows the incumbent to complete their work at both an NAU site, campus, or facility and at a non-centralized site with or without accommodation.

About the Department/College

The division of Strategic Enrollment and Marketing (SEM) works to recruit, evaluate, select, enroll and assist a diverse community of undergraduate and graduate students to NAU. The division is responsible for all enrollment functions, research, analytics and operations.

Staff members are committed to providing excellent customer service and helping students achieve academic and personal success.

About the Position

Assists with supporting enrollment management operations to ensure prospective, current, and former students, parents, families, alumni, faculty, staff, and the university community receive accurate information and guidance. Provides information and interpretation on pathway and transfer progress and processes, registration, financial aid, scholarships and waivers, tuition, enrollment assistance, and payment.

Responsibilities Include

50% - Enrollment Management

• Maintains an accurate knowledge of online, personalized learning, and graduate programs and assists prospective students in choosing the right academic program and modality.
• Identifying and coordinating student needs with a broad range of student services, such as Student Life, Veteran Services, Financial Aid, Student Accounts, Advising, Academic Colleges, Disability Resources, Peer Jacks, and other services based out of the Flagstaff campus or through the community campuses and online environments. 
• Counsels, guides, and assists students and families in the completion of complex admission forms, admission requirements, transfer guidelines, and various other student and enrollment-related services, programs, and opportunities; served as liaison between prospective students and the Admissions and Orientation Office in order to clarify policies, procedures, and deadlines.
• Receives and responds to questions to ensure efficient navigation of enrollment management processes, procedures, and processes.
• Manages a high volume of email and phone communication with prospective and current students and families.

20% - Inclusive Customer Service

• Responds to inquiries/concerns from students, parents, and NAU employees representing a wide variety of backgrounds regarding registration processing and information flow.
• Respond to inquiries from internal ESS staff and internal NAU staff to provide case triage and expedited customer service.
• Identifies and escalates complex or sensitive student concerns to the supervisor in order to maintain a high level of customer service.
• Utilizes motivational interviewing, active listening, and empathy to direct prospective and current students toward their goals.
• Works within the university’s IMQ policies to create a safe and equitable communication environment.
• Operates within a strict ethical framework toward the best interest of the student. 

20% - Departmental Liaison and Representative

• Specialize in Salesforce CRM application to provide customer service in the form of inbound and outbound phone calls, emails, print communications, and in-person on Scholarships and Financial Aid, Student and Departmental Accounts, The Office of the Registrar, and Admissions and Orientation.
• Serve as a steward for multiple programs and colleges performing the following functions: curating a robust and timely knowledge base for each assigned program, scheduling and attending meetings with key departmental individuals as needed, informing team members of critical changes to programs, understanding programmatic job trends, and maintain knowledge of continuing degree pathways.
• Partner with financial aid, registrar, and student accounts to inform and develop new functionality processes related to new and continuing students.

5% - Administration and Record Keeping

• Document student contact through Salesforce case management in the student information database and coordinate the transition of higher-level cases to functional area staff.
• Serve as a programmatic steward to maintain an up-to-date database on the assigned academic programs and colleges including admissions criteria, program points of interest, academic changes, deadlines, etc.
• Respond to operational demands of ESS and the University as determined by ESS leadership.
• Manages and tracks personal, team, and interdepartmental tasks across multiple CRM platforms.
• Continuously monitors university webpages for accuracy and informs appropriate departments if changes are needed and is responsible for knowing where to retrieve institutional webpage knowledge.

5% - Other

• Other Duties as Assigned
• May include recruiting activities, professional development, and retention efforts - (Essential)

Minimum Qualifications

• Bachelor’s Degree in relevant field
• 2 years of relevant experience
  
  

*A combination of related education, experience, and training may be used as an equivalent to the above Minimum Qualifications.

Preferred Qualifications

• Masters in student affairs, human relations, or management
• 3-5 years relevant experience

Knowledge, Skills, & Abilities

Knowledge

• Advanced knowledge of tools, procedures, processes, policies, and concepts related to enrollment management.
• Knowledge of applicable university, state, and federal guidelines, policies, and/or regulations related to enrollment management.

Skills

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Conflict resolution and customer service skills.

Abilities

• Analyzes complex situations and anticipates issues.
• Has strong problem solving, organizational, and analytical capabilities.
• Coaches and mentors others.
• Balances competing priorities.
• Manages relationships and client interactions.
• Communicates effectively.

Compensation

Budgeted salary is $52,326. Annual salary commensurate with candidate's qualifications and related experience.

Pre-Employment Check

Northern Arizona University requires satisfactory results for the following: a criminal background investigation, an employment history verification and a degree verification (in some cases) prior to employment. You may also be required to complete a fingerprint background check. Also, as an employer in the state of Arizona, NAU is required to participate in the federal E-Verify program that assists employers with verifying new employees' right to work in the United States.

This position has been identified as a safety/security sensitive position. Therefore, per AZ Revised Statute, Northern Arizona University requires satisfactory results for the following: a criminal background investigation, employment history investigation, degree verification (in some cases) and fingerprinting. If you are applying for a job that requires a CDL, you will be required to register with the Federal Motor Carrier Safety Administration Drug & Alcohol Clearinghouse and adhere to the clearinghouse requirements.

Notice of Availability of the Annual Fire and Security Report

Each year Northern Arizona University releases an Annual Security Report. The report is a result of a federal law known as the Clery Act. The report includes Clery reportable crime statistics for the three most recent completed calendar years and discloses procedures, practices and programs NAU uses to keep students and employees safe including how to report crimes or other emergencies occurring on campus. In addition, the Fire Safety Report is combined with the Annual Security Report for the NAU Flagstaff Mountain Campus as this campus has on-campus student housing. This report discloses fire safety policies and procedures related to on-campus student housing and statistics for fires that occurred in those facilities. If you would like a free paper copy of the report, please contact the NAUPD Records Department at (928) 523-8884 or by visiting the department at 525 E. Pine Knoll Drive in Flagstaff.

Immigration Support/Sponsorship

Northern Arizona University will not provide any U.S. immigration support or sponsorship for this position.

Submit your Application

To apply for this position, please click on the "Apply" button on this page. You must submit your application by midnight of the application deadline.

If you are an individual with a disability and need reasonable accommodation to participate in the hiring process, please contact the Disability Resources Office at 928-523-8773, DR@nau.edu, or PO Box 5633, Flagstaff AZ 86011.