Enrollment Counselor

Job Summary

Reporting to the Senior Director of Student Outreach and Recruitment and taking lead assignments from the Assistant Director of SJSU Online Recruitment the Enrollment Counselors primary focus is to build relationships and recruit new or returning potential SJSU Online students by utilizing phone and internet technology. The Counselor works within a learner-focused student services model to ensure that fully online degree seekers experience integrated seamless connections to the University from inquiry through admission. Through proactive outreach the Counselor serves as the Universitys point of contact for online degree seekers. The Counselor will perform complex student services professional work to help potential students identify their appropriate program of study address questions related to financial aid and transcript evaluation determine initial eligibility following CSU regulations policies and procedures and fully support the applicant to resolve issues during the application process. The incumbent will also support numerous online and on campus recruitment events for SJSU Online and Student Outreach and Recruitment.

Key Responsibilities

• Through an inbound and outbound call center provide excellent customer service to prospective students throughout the full admission recruitment process primarily via telephone
• Navigating through and maintaining SJSU Onlines Customer Relationship Management (CRM) system and automated phone system
• Updating student inquiry progression in SJSU Onlines databases
• Maintain a pipeline of students which will include following a prescribed call plan and prioritizing prospective students needs
• Meet with prospective students to counsel on completing Admissions requirements discuss academic programs admission options and financial aid opportunities and conduct online campus tours
• Participate in weekly coaching sessions
• Make recommendations to the manager to improve efficiency and effectiveness
• Support on campus off campus and virtual recruitment events for SJSU Online and Student Outreach and Recruitment
• Support the SJSU Welcome Center as needed
• Coordinates the compilation tracking and timely receipt of all required application materials for the application process (both domestic and international) for admission
• Reviews and determines completeness and validity for all required documents for admission including residency status and data elements; enters results in CMS
• Reviews/updates data regarding educational history and records components in CRM
• Maintains daily/weekly record of admissions processes to be completed and those that have been completed
• Interprets and explains admission requirements transfer credit evaluation policies and enrollment policies to students parents campus community members and representatives from other colleges and institutions
• Provides high-level customer service to students by answering complex policy questions outlining and troubleshooting various documents and batch processes including transcripts and documents related to domestic and international admission processes
• Determines category of transcripts received to be official or unofficial (i.e. international) and routes documents to Imaging for processing
• Ensures that documents are properly routed to correct processing queues
• Tracks admission status reconciles and verifies transcripts/documents received for completing applications
• Troubleshoots transcripts/documents and application processing problems
• Responds to inquiries regarding application document and admission statuses
• Communicates with Lead and Senior Director on processing or system issues
• Evaluates and processes applications by following all guidelines and policies
• Resolves problems or issues related to the application documents or transcripts
• Provides direct and indirect contact with students staff administrators and faculty advisors for problem resolution related to student files
• Adheres to all policies and procedures set by the university and office regarding admissions enrollment and FERPA standards
• Assists students by answering questions explains various documents that may be requested for the application process including transcripts test scores and documents related to domestic and international admission processes.
• Supports all areas of the Office of Admissions and Outreach as well as the other Enrollment Services Units to ensure that shared processes are completed by posted deadlines

Knowledge Skills & Abilities

• Knowledge regarding the scanning and processing of all documents required in the admission process and how these documents affect an individuals application/admission status
• Knowledge of other campus units and how to direct students to assist with their successful completion of degree requirements
• Ability to work with or learn the content management system and document processing ( current versions of Google Office Suite Microsoft Office (esp. Word and Excel); email and phone skills
• Ability to provide good customer service including the willingness to provide answers to questions not directly linked to the admission process (rather than referring to another office)
• Excellent customer service and public relations skills
• Ability to listen and determine the true intent of a question and provide correct information
• Ability to handle multiple work priorities organize and plan work and projects
• Ability to apply a wide variety of policies and procedures where specific guidelines may not exist
• Ability to maintain confidentiality and appropriately handle sensitive communications with employees and external agencies
• Ability to effectively interact with diverse students and employees
• Ability to take initiative and is resourceful in planning work assignments and in implementing long-range program improvements.
• Ability to advise students individually and in groups on routine matters where required
• Excellent oral and written communication skills
• Understanding of non-traditional student populations
• Ability to work independently and collaboratively with little supervision in a fast-paced environment
• Ability to travel evenings and weekends; possess a valid drivers license
• Ability to work evenings/weekends and have a flexible schedule
• Ability to communicate with constituents in a professional and respectful manner

Required Qualifications

• Equivalent to graduation from a four-year college or university in a related field including or supplemented by upper division or graduate coursework in counseling techniques interviewing and conflict resolution where such are job-related
• Two years of progressively responsible professional student services work experience. A masters degree in Counseling Clinical Psychology Social Work or a directly related field may be substituted for one year of experience.

Preferred Qualifications

• Minimum of one year of experience in college admissions recruitment or sales OR a minimum of five years of experience in an enrollment/admissions position in nontraditional higher education recruitment
• Experience working with non-traditional students
• Six months of call center experience in an inbound and outbound environment
• Experience in communicating admissions and or student services policies and procedures to community college university or high school constituents

Compensation

Classification: Student Services Professional II
Anticipated Hiring Salary: $5083/month
CSU Salary Range: $5083/month - $7228/month

San Jos State University offers employees a comprehensive benefits package typically worth 30-35% of your base salary. For more information on programs available please see the Employee Benefits Summary.

Application Procedure

Click Apply Now to complete the SJSU Online Employment Application and attach the following documents:

• Resume
• Letter of Interest

All applicants must apply within the specified application period: July 3 2025 through July 17 2025. This position is open until filled; however applications received after screening has begun will be considered at the discretion of the university.

Contact Information

University Personnel

CSU Vaccination Policy

The CSU strongly recommends that all individuals who access any in-person program or activity (on- or off-campus) operated or controlled by the University follow COVID-19 vaccine recommendations adopted by the U.S. Centers for Disease Control and Prevention (CDC) and the California Department of Public Health (CDPH) applicable to their age medical condition and other relevant indications and comply with other safety measures established by each campus. The system wide policy can be found athttps:// questions may be sent to.

Additional Information

Satisfactory completion of a background check (including a criminal records check) is required for employment. SJSU will issue a contingent offer of employment to the selected candidate which may be rescinded if the background check reveals disqualifying information and/or it is discovered that the candidate knowingly withheld or falsified information. Failure to satisfactorily complete the background check may affect the continued employment of a current CSU employee who was offered the position on a contingent basis.

The standard background check includes: criminal check employment and education verification. Depending on the position a motor vehicle and/or credit check may be required. All background checks are conducted through the universitys third party vendor Accurate Background. Some positions may also require fingerprinting. SJSU will pay all costs associated with this procedure. Evidence of required degree(s) or certification(s) will be required at time of hire.

SJSU IS NOT A SPONSORING AGENCY FOR STAFF OR MANAGEMENT POSITIONS. (e.g. H1-B VISAS)

All San Jos State University employees are considered mandated reporters under the California Child Abuse and Neglect Reporting Act and are required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment. Incumbent is also required to promptly report any knowledge of a possible Title IX related incident to the Title IX Officeor report any discrimination harassment and/or retaliation to the Office of Equal Opportunity.

Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act and Campus Housing Fire Safety Notification:

Pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act the Annual Security Report (ASR) is also now available for viewing at ASR contains the current security and safety-related policy statements emergency preparedness and evacuation information crime prevention and Sexual Assault prevention information and information about drug and alcohol prevention programming. The ASR also contains statistics of Clery crimes for San Jos State University locations for the three most recent calendar years. A paper copy of the ASR is available upon request by contacting the Office of the Clery Director by phone at or by email at.

Pursuant to the Higher Education Opportunity Act the Annual Fire Safety Report (AFSR) is also available for viewing at The purpose of this report is to disclose statistics for fires that occurred within SJSU on-campus housing facilities for the three most recent calendar years and to distribute fire safety policies and procedures intended to promote safety on Campus. A paper copy of the AFSR is available upon request by contacting the Housing Office by phone at or by email at.

Campus Security Authority - In accordance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act (Clery Act) and CSU systemwide policy this position is subject to ongoing review for designation as a Campus Security Authority. Individuals that are designated as Campus Security Authorities are required to immediately report Clery incidents to the institution and complete Clery Act training as determined by the university Clery Director.

Equal Employment Statement

San Jos State University is an equal opportunity employer. The university prohibits discrimination based on age ancestry caste color disability ethnicity gender gender expression gender identity genetic information marital status medical condition military status nationality race religion religious creed sex sexual orientation sex stereotype and veteran status. This policy applies to all San Jos State University students faculty and staff as well as university programs and activities. Title IX of the Education Amendments of 1972 and certain other federal and state laws prohibit discrimination on the basis of sex in all education programs and activities operated by the university (both on and off campus). Reasonable accommodation is made for applicants with disabilities who self-disclose. San Jos State University employees are considered mandated reporters under the California Child Abuse and Neglect Reporting Act and are required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.