Senior Admissions Advisor

The Senior Admissions Advisor will use strong critical-thinking skills to help a diverse population of adult learners to overcome a myriad of obstacles to fulfill their educational objectives. The Senior Admissions Advisor will enjoy working in a high energy, fast-paced environment, demonstrate enthusiasm and initiative, and possess excellent interpersonal skills, as well as a desire to assist new hires with mock calls, role plays as well as shadowing, mentoring and facilitating training activities. The Senior Admission Advisor holds themselves to a high standard, relishes opportunities to lead by example and comfortably works side by side as a member of a team.  They should be confident, enthusiastic and provide exceptional service to every student and team member during every interaction.

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 Customer Relations Management 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

• Leadership in championing change and creating a culture where every team member embodies the “students first” core value in every interaction

• Assist in new hire training with systems checks, debrief sessions, mock calls and shadowing of Admission Advisors and Team Associates

• Act as a coach and mentor for fellow admission advisors to help drive improvement in performance and content knowledge

RESPONSIBILITIES INCLUDE:

• Be highly visible and dynamic providing outstanding service through a high volume of interactions with our adult students by 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

• Reach out to and maintain relationships with prospective students by establishing rapport and trust, educating them on UMGC programs and admissions requirements, and assisting prospective students through their application and first enrollment process to prevent service gaps when Admissions Advisor is not available

• 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

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

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

• Participate and provide leadership in recruitment activities and 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 prospective students regarding all payment options, the full range of active duty and veteran educational benefits, process, and requirements via phone, text, chat and email conversations

• Aid in creating a culture where every team member embodies the “Students First” core value in every interaction

• Other duties as assigned

DUTY STATEMENTS:

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

• Employees are required to work some evening and weekend hours

• Employees may be required to work certain holiday hours based on business need

REQUIRED EDUCATION AND EXPERIENCE: 

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

• Currently serving as an Admissions Advisor or Success Coach at UMGC for at least 1 year

• Must be in good standing in performance evaluations and under no disciplinary actions at time of application

• Upbeat and outgoing personality with a desire to encourage others to succeed and ability to lead change

PREFERRED EDUCATION AND EXPERIENCE:

•  At least two years of experience in a student-facing position at UMGC

• Skilled at working with UMGC’s entire prospective student population, including military, veteran and civilian students

• Master’s degree from a regionally accredited university preferred

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

All submissions should include a cover letter and resume.

The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions.

Workplace Accommodations:

The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall, based on disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination. For information about UMGC’s Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at [email protected]. 

Benefits Package Highlights:

• Generous Time Off: Enjoy 22 days of paid vacation, 15 days of sick leave, 3 personal days, and 15 paid holidays (16 during general election years). Time off rates will be prorated based on the number of hours worked.

• Comprehensive Health Coverage: Access to health care, medical with vision, dental, and prescription plans for both individuals and families, effective from the 1st of the month following your hire date. Contingent II employees who work on average 30 or more hours per week (130 hours per month) are eligible for subsidized state of Maryland medical and prescription benefits. Contingent II employees who work on average less than 30 hours per week but at least 20 hours per week are eligible for a stipend to assist in the purchase of a health plan.

• Insurance Options: Term Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability (LTD) Insurance. NOTE: C2 Part-time employees working less than 0.5 FTE are not eligible for LTD.

• Retirement Stipend:  Contingent II employees receive a retirement stipend equal to 7.25 percent of their base salary and are eligible to contribute to a supplemental retirement account (SRA).

• Supplemental Retirement Plans: include 401(k), 403(b), 457(b), and various Roth options. The university does not provide subsidies or matching funds.

• Tuition Remission:  CII employees are eligible immediately for Tuition Remission at UMGC or at University of Maryland College Park.  Spouses and dependent children are eligible for undergraduate tuition remission after two years of service. NOTE: For part-time employees (at least 50 percent of the time), tuition remission benefits are prorated.

SS Contingent II_2020.pdf (umgc.edu)

Hiring Range:

$56,000.00 - $61,000.00