Sr Stdnt Enrollment Assoc

The Senior Student Enrollment Associate serves as a primary point of contact within the University of New Mexico’s Division of Enrollment Management, providing comprehensive front-line, student-centered support to prospective students, current students, parents, alumni, faculty, and staff. This position functions in a high-volume customer service environment—supporting students through calls and live chat—and is responsible for providing accurate, timely, and student-centered assistance across Admissions, Financial Aid Scholarships, and Records Registration. This position requires professionalism, attention to detail, sound judgment, and a demonstrated commitment to service excellence in support of the University’s enrollment and student success objectives. Key Responsibilities: Deliver exceptional customer service, demonstrate a positive attitude, empathy, and strong problem-solving skills. Manage high volume of inbound calls and live chat communications with professionalism and efficiency. Triage inquiries appropriately and connect individuals to relevant campus partners when escalation or specialized review is required. Conduct real-time research on complex or multifaceted questions, applying analytical/critical thinking skills to diagnose issues, and communicate clear, actionable solutions. De-escalate challenging interactions while maintaining professionalism, empathy, and adherence to institutional standards while working in a high-pressure environment. Accurately document all customer interactions in accordance with departmental protocols. Ensure compliance and confidentiality with FERPA and institutional policies. Collaborate effectively in a team environment and with colleagues across Enrollment Management and related offices. Contribute to continuous improvement efforts and support established team objectives. Minimum Qualifications: Demonstrated experience with effective workplace communications (written/verbal), leadership, problem-solving, conflict resolution, de-escalation, and customer service skills. Proven ability to multitask and adapt to flexible assignments in a fast-paced, high-volume setting. Proven success working in customer service, and student environments, such as customer care, advisor-related positions, and/or direct Contact Center experience. Experience utilizing multiple software systems simultaneously with accuracy and efficiency. Effective problem-solving, conflict resolution, and interpersonal skills.