Job Title

Job DescriptionA humble college founded before Texas was a state, Baylor now stands as one of the premier institutions of higher education in the world. Baylor has continued to invest in research and doctoral education, both solidifying and elevating its unique status as a preeminent Christian research university. Baylor is among 187 R1 institutions, just 52 of which are private universities. Since 2011, Baylor has been named as one of the nation's "Great Colleges to Work For". Great Colleges to Work For® is one of the country's largest and most respected workplace recognition programs. Each year, Great Colleges recognizes the colleges and universities that get top employee ratings regarding workplace practices and policies across 10 areas. This recognition is based on faculty and staff responses to a related annual survey. The survey, conducted by ModernThink, is a way for colleges and universities to gain a deeper understanding of how their employees experience and view various aspects of the institution. This continued recognition further affirms Baylor as a rewarding place to build a career. What We're Looking ForThe Baylor University One Stop team is seeking a fully remote One Stop Representative to join the Enrollment Management team. In this role you will work with students (current and prospective) and their families to answer, counsel, and advise on all educational questions related to admissions, financial aid, and payment processes. This position is important to Baylor's enrollment goals as assisting incoming and continuing students with their financial aid and billing questions will help retain students year over year as they progress towards graduation. By utilizing available resources and providing exemplary customer service via phone and email, the One Stop Representative fills an important role within the division of Enrollment Management. A bachelor's degree and less than one year of relevant experience are required. Three years of relevant experience is preferred.A combination of education or experience will be considered in lieu of one another.The successful candidate will exhibit the following knowledge, skills, abilities and other characteristics:Proficient written and verbal communication skillsExcellent interpersonal skills and the desire to work with peopleExperience in customer serviceProblem-solving and critical thinking skillsAbility to maintain professionalism under varying circumstancesProfessional telephone etiquetteOrganizational skills and attention to detailAbility to handle multiple tasks simultaneouslyProficiency with personal computers & technologyAbility to understand and explain complex information and processesExperience in handling and communicating sensitive informationKnowledge of financial aid counseling, verification, federal student loans, billing, admissions and/or registrar (Preferred)Knowledge of an enrollment management area focusing on outreach and/or retention (Preferred)Bilingual (Preferred)Must be able to travel outside of the state of Texas. Applicants must currently be authorized to work in the United States on a Full-Time basis. What You Will DoThe One Stop Representative will ensure all Baylor students are served with excellence through:Maintain primary responsibility for inbound phone coverage and queue management for approximately 6 hours of the workdayMust be able to work 8am-5pm (Central Standard Time), with a 1-hour lunchUnderstand and interpret the needs of students while providing quality, personalized customer service for all enrollment services areasMaintain a working knowledge of federal and institutional financial aid regulations and policiesRepresent and adhering to Baylor's values and policiesQuickly and efficiently responding to student and parent email and live chat inquiriesMonitor digital queues and escalate complex or sensitive cases to Coordinators as appropriateNavigate confidential student information across multiple systemsDocument interactions with studentsDetermine the quickest, most effective ways to answer a student/parent question and efficiently escalating inquiries and concerns as neededTroubleshoot common issues with technology and student account accessAttend ongoing training on federal, state, and institutional regulations regarding financial aid and student accountsPerform all other duties as assigned to support the needs of the Enrollment Management Office and Baylor's missionAbility to comply with University policiesMaintain regular and punctual attendanceWhat You Can ExpectAs part of the Baylor family, eligible employees receive a comprehensive benefits package that includes medical, dental, and vision insurance, generous time off, tuition remission, and outstanding automatic retirement contributions. Baylor has a comprehensive benefits plan that supports you and your family's wellbeing and allows you to be a part of the life of a vibrant and active college campus. To learn more, go to Baylor Benefits & Advantages.Explore & EngageLearn more about Baylor and our strategic vision, Baylor in Deeds. Also, explore our great hometown of Waco and the many opportunities to engage locally. If you are new to Central Texas, This is Waco!About UsBaylor University, a private not-for-profit university affiliated with the Baptist General Convention of Texas, is committed to compliance with all applicable anti-discrimination laws, including those regarding age, race, color, sex, national origin, military service, genetic information, and disability. Baylor complies with statutory Affirmative Action/Equal Opportunity requirements. Baylor's full official Notice of Non-Discrimination may be read online.