KEY ACCOUNTABILITIES INCLUDE: 

Guide prospective students through their decision-making process by engaging in a consultative dialogue to explore and uncover student needs and concerns, presenting information in a professional, articulate, and confident manner, and effectively communicating the value proposition of the university to achieve desired conversion and meet/exceed enrollment growth targets 

Accurately document, maintain, and track all student interactions, information, and progression through the CRM system 

Drive new student recruitment and first term success through problem solving in a way that leaves the new student feeling as if they have a strong advocate for their success 

Meet speed to response goals and demonstrate high quality customer service throughout all student and staff interactions 

Maintain departmental Service Level Agreements in line with management expectation 

Possess thorough understanding of UMGC product knowledge, policies, procedures, systems to effectively and accurately guide prospective students from inquiry through enrollment in their first term. 

RESPONSIBILITIES INCLUDE:

Be highly visible and dynamic through a high volume of interactions with prospective students via phone, video conferencing, text, and email, adhering to the contact strategy 

Maintain and provide accurate information on admissions process, program requirements, first term student success/retention initiatives, policies, procedures and dates/deadlines 

Contribute to individual, team, and unit goals on a daily, weekly, monthly basis to ensure new student growth targets are met 

Develop referral leads from prospective students, UMGC alumni and /or personal networks 

Proactively engage with prospective students and help them overcome potential barriers within the student enrollment process 

Act as a liaison for prospective students by assisting with all processes to include registration, degree planning and act as a liaison between students and other University departments 

Provide comprehensive responses to student questions regarding transfer credit, transcripts, document tracking and other records being sent to the university 

Possess thorough understanding of UMGC product knowledge, policies, procedures, systems to guide prospective students effectively and accurately 

Correspond clearly and effectively with all students and Admissions team members 

Be knowledgeable of UMGC services to include hybrid classes and testing services at military and civilian sites where relevant 

Maintain a mastery of content knowledge for all university, corporate alliance programs and community college agreements 

Participate and provide leadership in recruitment activities and new student success initiatives including attending virtual open house events, information sessions, webinars, classroom walk through presentations and other events as requested to offer guidance to new students 

Provide general information to students regarding all payment options, the full range of active duty and veteran educational benefits, process, and requirements via phone, text and email conversations 

Evening, weekend hours and possibly holidays may be required at times based on business need 

Perform other duties as assigned 

DUTY STATEMENTS: 

• Employees that live within 50 miles of UMGC are required to work university commencement  

REQUIRED EDUCATION AND EXPERIENCE:  

• An earned Bachelor’s degree from an accredited institution of higher learning  

• At least 1 year serving in an Admissions, Advising, Coaching or Consultative Sales role 

• Experience working in a goal-driven, measured performance and team environment is required 

• Candidates must possess excellent customer service and time management skills, high learning agility, creative problem solving, interpersonal, oral and written communications, with strong attention to detail and accuracy 

• Excellent interpersonal communication skills for both one-on-one interactions and group presentations with diverse populations of students 

• Upbeat and outgoing personality with a desire to encourage students to succeed and ability to address and overcome student concerns 

• Excellent computer and keyboarding skills (Microsoft Office, inclusive of Word, Excel, PowerPoint 

PREFERRED EDUCATION AND EXPERIENCE: 

• An earned master’s degree from an accredited institution of higher learning 

• 2+ years previous experience in any of the following areas:  online higher education admissions, advising, enrollment management, recruiting, educational or training-industry sales, consultative inside sales of a service offering 

• 1+ years working in a call center or high-volume, customer service/ consultative sales environment 

REQUIREMENTS TO BE ELIGIBLE FOR REMOTE ROLE:

• Home worksite furniture and equipment shall be provided by the Candidate 

• UMGC will provide necessary office supplies, a laptop, monitor and headset 

• Network communication to non-public UMGC online information technology services and data shall be made only through the use of the UMGC Virtual Private Network (VPN) to ensure data is transmitted through encrypted channels and proper authentication 

• All computing equipment that is used, whether purchased by UMGC or the individual, must be connected to broadband internet through an Ethernet connection 

• All computing equipment that is used must be connected to broadband internet with upload and download speeds of at least 25MBPS.  You must also hardwire your laptop to the router through an Ethernet connection