New

Sr Stdnt Enrollment Assoc

University of New Mexico
Hourly: $19.56 - $20.00
life insurance, remote work
United States, New Mexico, Albuquerque
1 University Of New Mexico (Show on map)
Sep 05, 2025
Requisition ID req34321 Working Title Sr Stdnt Enrollment Assoc Position Grade 10 Position Summary The Senior Student Enrollment Associate serves as the first point of contact for students, parents, alumni, faculty, and staff within Enrollment Management at the University of New Mexico. This key role handles a high volume of inbound calls and live chats, providing accurate and professional support across areas such as Admissions, Financial Aid, Scholarships, and Registration. The associate effectively triages first-level inquiries, ensuring timely and respectful service. Success in this position requires strong communication skills, attention to detail, and a commitment to student-centered support. This is a dynamic, high volumes of information set in a fast-paced role ideal for individuals who thrive in a collaborative and service-focused environment. Key Responsibilities: Research and Response: Efficiently research diverse questions and issues in real-time, providing accurate and timely responses to customers. Customer Service Excellence: Deliver exceptional customer service, demonstrating a positive attitude, empathy, and strong problem-solving skills. Conflict De-escalation: Handle de-escalation of conflicts effectively and maintain professionalism in all interactions while working in a pressure environment. Documentation: Document of customer interactions thoroughly for reference and historical purposes. Team Collaboration: Work collaboratively in a team environment to achieve high customer satisfaction and team goals. Confidentiality: Maintain confidentiality and integrity while upholding UNM's standards of excellence in customer service. Success Metrics: Customer Satisfaction: Achieve high customer satisfaction ratings. Productivity: Achieve productivity levels handling calls, live chats, and customer service. Team Contribution: Contribute to a positive team environment and achieve team goals. See the Position Description for additional information. Conditions of Employment Minimum Qualifications High school diploma or GED; at least 7 years of experience directly related to the duties and responsibilities specified. Completed degree(s) from an accredited institution that are above the minimum education requirement may be substituted for experience on a year for year basis. Preferred Qualifications Experienced with effective workplace communications (written/verbal), leadership, problem-solving, conflict resolution, de-escalation and customer service skills. Ability to multitask and adapt to flexible assignments as business needs dictate. Experience and/or direct knowledge and familiarization with higher education (college/university) with emphasis on Admissions, Financial Aid, Scholarships, Records & Registration, and other related student services. Proven success working in customer service, and student environments, such as customer care, agent or advisor-related positions, and/or direct Contact Center experience. Strong computer skills that demonstrate efficiency, speed, and accuracy. Demonstrate analytical and critical thinking skills to diagnose problems and recommend effective solutions in real-time. Additional Requirements Campus Main - Albuquerque, NM Department Communications Center (290C) Employment Type Staff Staff Type Regular - Full-Time Term End Date Status Non-Exempt Pay Hourly: $19.56 - $20.00 Benefits Eligible This is a benefits eligible position. The University of New Mexico provides a comprehensive package of benefits including medical, dental, vision, and life insurance. In addition, UNM offers educational benefits through the tuition remission and dependent education programs. See the Benefits home page for a more information. ERB Statement As a condition of employment, eligible employees working greater than .25 FTE as determined by the New Mexico Education Retirement Act must make mandatory retirement contributions. For more information, review the Benefits Eligibility at a Glance grid. Background Check Required Yes For Best Consideration Date 9/8/2025 Eligible for Remote Work No Eligible for Remote Work Statement This position is NOT eligible for a remote work agreement (RWA), to include Hybrid, In-State, and Out-of-State. Application Instructions Only applications submitted through the official UNMJobs site will be accepted. If you are viewing this job advertisement on a 3rd party site, please visit UNMJobs to submit an application. Please attach your resume, cover letter addressing relevant experience and qualifications, and three professional references. *Positions posted with a Staff Type of Regular* or Term are eligible for the Veteran Preference Program. See the Veteran Preference Program webpage for additional details.** The University of New Mexico is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability, or any other protected class. The University of New Mexico requires all regular staff positions successfully pass a pre-employment background check. This may include, but is not limited to, a criminal history background check, New Mexico Department of Health fingerprint screening, New Mexico Children, Youth, and Families Department fingerprint screening, verification of education credentials, and/or verification of prior employment. For more information about background checks, visit https://policy.unm.edu/university-policies/3000/3280.html. Refer to https://policy.unm.edu/university-policies/3000/3200.html for a definition of Regular Staff.