| Department: School of Professional Studies
Salary/Grade: EXS/5 You are: passionate about helping others and you pride yourself in understanding others and their motivations. You know a five-star customer experience when you see it because you are a pro in delivering those experiences. You thrive in a performance-driven environment. We are: the School of Professional Studies at top-ranked Northwestern University. We are changing the face of higher education through our dedication to leverage the most innovative technology to support the needs of working professionals that are seeking to grow their careers, enhance their skills and take on new educational and professional challenges. As an Enrollment Advisor at SPS, you'll be joining a team of smart, insightful recruitment professionals who are skilled customer service advocates, but also passionate in understanding how data can improve our interactions and how we help prospective students along their journey towards the next big step in their careers. You will succeed in this role if you have a strong attention to detail and are passionate, patient and a problem-solver, willing to think beyond the boundaries, propose and attempt new ideas. Currently our team is working remotely, but when we return to campus, our team is located on the downtown Chicago campus of Northwestern University, next door to both Northwestern Law and Northwestern Feinberg School of Medicine. We are right off of Michigan Avenue, in an exciting and supportive office environment. In addition to joining a collaborative team that values personal growth and team collaboration, Northwestern University employees take advantage of excellent healthcare, education, and retirement benefits, as well as generous paid time off and great views of Lake Michigan. Job Summary: The enrollment recruiters are the primary prospective student contact for all Northwestern SPS programs from the moment of lead acquisition to the point of enrollment in classes. - Build relationships with prospective students to ensure that they apply to the right program based on their past experience and future goals.
- Help prospective students navigate the application and admissions process, by working hand-in-hand with an enrollment admissions operations coordinator.
- Responsible for weekly and monthly targets by program (lead conversion, applicants, intent to enroll and enrolled).
Please note: Candidate should be able to sit and speak on the phone 85% of the time. Occasional evening and weekend hours are expected. Specific Responsibilities: Enrollment Advising - Act as the primary point of contact for all inbound prospective students (leads) for NU SPS programs.
- Communicate with prospective students via a high volume of outbound and inbound calls, emails, in-person meetings and event attendance regarding professional graduate academic programs.
- Record interaction with prospective and current students in a timely, accurate and thorough manner in the school’s constituent relationship management (CRM) system.
- Generate student enrollments by advising prospective students on how academic program offerings can meet their educational and career goals.
- Segment prospect pool into fit categories, using a pre-defined lead-to-prospect quality index.
- Assist qualified prospects with application for admission. Collaborate with operations team to ensure that applications and materials are received and processed in a timely manner. Work with operations team to ensure that issues or problems with applications or materials are addressed in a timely fashion.
- Provide and actively participate in daily status updates.
- Meet weekly, monthly and quarterly activity goals.
- Maintain the highest level of program-specific knowledge.
Admission Counseling - After admissions decisions have been issued by enrollment operations team, communicate decisions to prospective students.
- Work with prospective students to obtain an intent to enroll decision and provide necessary counsel and follow-up contact as appropriate.
- In collaboration with enrollment operations, provide denial counsel as necessary and, if appropriate, next steps for strengthening academic record or better programmatic fits.
- Work with Student Services to ensure that newly admitted students with a positive intent to enroll response begin classes.
Coordination, Reporting and Planning - Coordinate and collaborate with the SPS Enrollment Operations, Student Services, Distance Education, Registration and Marketing teams to provide excellent customer service and support prospects and students at the highest level.
- Provide regularized and ad-hoc summary and detailed reports to Senior Enrollment Adviser.
Subject Area Expert - Act as subject area expert for specified SPS programs. Work Senior Enrollment Adviser, marketing and academics teams obtain an ongoing and deep knowledge of subject areas related to programs and disseminate that information to team.
- Stay up-to-date on developments in the assigned subject area(s) through collaboration with partners at SPS and external research in order to enhance conversations with prospective students and enhance the quality of advising.
- Serve on cross-functional committees as a representative of the enrollment advising teams, as appropriate.
Professional Awareness and Engagement - Represent SPS and enrollment management at select state, regional and national meetings, conferences and programs as budget allows.
- Provide model leadership, participation, guidance and information when serving on university-wide and School academic and operational committees.
Miscellaneous - Performs other duties as assigned.
Minimum Qualifications: - College degree, or working toward the completion of an undergraduate degree
- 2 years of work experience
- Previous experience working in continuing education, for-profit education, distance education, telemarketing, selective admissions/recruitment, education marketing or alumni/development affairs.
- Ability to easily develop contacts and strong working relationships with students and staff.
Minimum Competencies: (Skills, knowledge, and abilities.) - Strong communication and customer service skills.
- Engaging telephone presence.
- Ability to work in a performance-driven and results-oriented recruitment environment.
- Strong organization and time management skills.
- Open to frequent coaching and feedback to enhance job performance.
- Strong professional writing skills.
- Strong aptitude with computer applications.
- Ability to effectively multi-task.
- Strong decision-making skills.
- Ability to work independently; with good judgment and attention to detail.
- Ability to take initiative.
Preferred Qualifications: - Undergraduate degree.
- 3-5 years of work experience in higher education.
- Previous work experience in professional graduate programs.
- Previous experience working with adult learners.
Preferred Competencies: (Skills, knowledge, and abilities) - Familiarity with professional graduate programs.
- Familiarity working with domestic and international audiences.
- Familiarity with descriptive statistics.
- Familiarity with manipulating and presenting data.
Northwestern University is an Equal Opportunity, Affirmative Action Employer of all protected classes, including veterans and individuals with disabilities. Women, racial and ethnic minorities, individuals with disabilities, and veterans are encouraged to apply. Hiring is contingent upon eligibility to work in the United States.
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