Sr Stdnt Enrollment Assoc

The Senior Student Enrollment Associate serves as a primary point of contact within the University of New Mexico's Division of Enrollment Management, providing comprehensive front-line, student-centered support to prospective students, current students, parents, alumni, faculty, and staff. This position functions in a high-volume customer service environment-supporting students through calls and live chat-and is responsible for providing accurate, timely, and student-centered assistance across Admissions, Financial Aid & Scholarships, and Records & Registration.

This position requires professionalism, attention to detail, sound judgment, and a demonstrated commitment to service excellence in support of the University's enrollment and student success objectives.

Key Responsibilities:

• Deliver exceptional customer service, demonstrate a positive attitude, empathy, and strong problem-solving skills.
• Manage high volume of inbound calls and live chat communications with professionalism and efficiency.
• Triage inquiries appropriately and connect individuals to relevant campus partners when escalation or specialized review is required.
• Conduct real-time research on complex or multifaceted questions, applying analytical/critical thinking skills to diagnose issues, and communicate clear, actionable solutions.
• De-escalate challenging interactions while maintaining professionalism, empathy, and adherence to institutional standards while working in a high-pressure environment.
• Accurately document all customer interactions in accordance with departmental protocols.
• Ensure compliance and confidentiality with FERPA and institutional policies.
• Collaborate effectively in a team environment and with colleagues across Enrollment Management and related offices.
• Contribute to continuous improvement efforts and support established team objectives.

Minimum Qualifications:

• Demonstrated experience with effective workplace communications (written/verbal), leadership, problem-solving, conflict resolution, de-escalation, and customer service skills.
• Proven ability to multitask and adapt to flexible assignments in a fast-paced, high-volume setting.
• Proven success working in customer service, and student environments, such as customer care, advisor-related positions, and/or direct Contact Center experience.
• Experience utilizing multiple software systems simultaneously with accuracy and efficiency.
• Effective problem-solving, conflict resolution, and interpersonal skills.

See the Position Description for additional information.

High school diploma or GED; at least 7 years of experience directly related to the duties and responsibilities specified.

Completed degree(s) from an accredited institution that are above the minimum education requirement may be substituted for experience on a year for year basis.

• Experience and/or direct knowledge and familiarization
  with higher education (college/university) with emphasis on Admissions,
  Financial Aid, Scholarships, Records & Registration, and other related
  student services.
• Familiarity with enrollment management systems and student
  information systems, such as Banner.

Only applications submitted through
the official UNMJobs site will be accepted. If you are viewing this job
advertisement on a 3rd party site, please
visit UNMJobs to submit an application.

Positions posted with a Staff Type of Regular or Term are eligible for the Veteran Preference Program. See the Veteran Preference Program webpage for additional details.

The University of New Mexico is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability, or any other protected class.

The University of New Mexico requires all regular staff positions successfully pass a pre-employment background check. This may include, but is not limited to, a criminal history background check, New Mexico Department of Health fingerprint screening, New Mexico Children, Youth, and Families Department fingerprint screening, verification of education credentials, and/or verification of prior employment. For more information about background checks, visit https://policy.unm.edu/university-policies/3000/3280.html. Refer to https://policy.unm.edu/university-policies/3000/3200.html for a definition of Regular Staff.