Readmissions Counselor- Specialist

Job Profile Summary

Readmission Counselors administer and coordinate the full life cycle student enrollment process by serving as the contact for WGU students who have applied to come back to WGU or who have questions regarding WGUs readmission process and programs. To do this, the Readmissions Counselor works closely with Financial Services, Faculty, Office of Admissions, and Transcript Evaluators. They ensure that all program, transcript, and financial and other requirements have been met before cleared decision on all clearing students in preparation for re-enrolling them into WGU.

Readmission Counselors identify and evaluate students' goals, ensure re-enrollment requirements are met, and establish proper expectations. Readmission Counselors generate excitement, build rapport, guide, and empower students to take their next steps. Readmission Counselors also provide outstanding student service by answering questions, mitigating concerns, providing program information, and monitoring students' progress throughout the entire Readmission process. Readmission Counselors utilize multiple systems to accurately track and report all student activity and progress.

Readmission Counselors are responsible for providing warm, understanding, and responsive help to individuals facing important decisions about returning to college at WGU and to ensure all readmission requirements have been met.

As a Readmission Counselor, you will finish work every day knowing that you have helped individuals and their families - people just like you and me - Return on their path to a degree and greater career success. It is a great feeling!

Responsibilities

This job description includes a general representation of job requirements rather than a comprehensive inventory of all required responsibilities or work activities. The contents of this document or related job requirements may change at any time with or without notice.

• Balance inbound and outbound interactions with readmission students via phone, email, and chat to support them through the re-enrollment process.

• Proactively contact and follow up with students while maintaining a presence and availability for inbound interactions.

• Responsible for processing, accuracy, and quality control for student applications and files

• Provide information for students regarding the readmissions process and clearing for their start date and Orientation.

• Establish proper expectations regarding the student experience and WGU's culture.

• Evaluate students' academic goals to align with degree program selection.

• Maintain a current understanding of WGU degree programs.

• Remain compliant with standards, guidelines, and policies as set forth by WGU and the U.S. Department of Education.

• Regularly collaborates and works with other departments, including Enrollment, admissions, transcripts, financial services, and student accounts, to ensure a streamlined Readmission process.

• Sustained improvement expected with individual and collective employee performance, motivation, and commitment to students.

• Able to work on diverse and slightly complex matters independently.

• Participate enthusiastically within a team of Readmission Counselors, supporting teammates and providing input on opportunities for improvement.

• Performs other related duties as assigned.

Qualifications

Knowledge, Skills, and Abilities

• Strong oral and written communication and demonstrated human relations skills.

• Basic computer skills, including experience with Microsoft Office programs, and the ability to work across multiple software programs simultaneously. Should be comfortable with basic troubleshooting and working in a remote environment utilizing remote web applications.

• Will have demonstrated problem-solving skills.

• Ability to prioritize student outreach efforts and strategize day independently based on pipeline.

• Deals with others in a considerate, respectful, and unbiased manner. Approaches conflict proactively. Solicits and shares feedback openly. Listens with empathy and maintains composure.

• This individual understands WGU policies, processes, and resources available to both employees and students.

• This individual draws on facts collected from a broad knowledge of WGU's goals and processes.

• Tackles obstacles appropriately and is comfortable with ambiguity.

• Reliability - Accountable to others. Actions are consistent with WGU Leadership Principles and Cultural Beliefs. Follows through on commitments and exhibits exceptional integrity.

• Attitude - Displays commitment to the organization and to personal growth. Is self-motivated and able to motivate and inspire others. Asserts self appropriately to champion ideas. Tells the truth in a direct and constructive manner.

• Professional phone and language skills (clear speaking, active listening, professional language, clear writing).

• Working with a sophisticated CRM (Customer Relationship Management) system (Salesforce preferred)

• Strong work ethic coupled with attention to detail.

• An ability to work independently without close supervision, coupled with an understanding that regular feedback, critiques, and coaching is part of our continuous improvement cycle.

• Determination to complete assigned work in a timely, organized, and professional fashion.

• A courageous focus on what is best for students and the team.

• Flexible and adaptable to change, and an aptitude to learn novel approaches and technologies quickly.

• A collaborative attitude and team spirit that supports the success of the entire team.

Education

• Bachelor's degree or equivalent experience.

Experience

• Requires broad knowledge of operational systems and practices.

• 1-2 years of experience in admissions, enrollment, customer service, or a related field.

• Must have basic computer skills, including experience working with Microsoft Office programs, navigating multiple software programs simultaneously, and managing high volumes of phone calls and emails.

• Travel Required (1 to 2 times a year, with some overnight travel, to attend enrollment training meetings)

Experience in lieu of education

Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements. Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education and is the discretion of the hiring manager.