• 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.
• 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
• 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
