Senior Coordinator, UNT One Stop

About Us - Values Overview

Department Summary

The UNT One Stop provides holistic student support across enrollment and financial services functions within the Division of Enrollment. Our team members support students across various modalities including in-person telephone and virtual services (online chat and case management). The UNT One Stop position provides direct assistance to students families and customers in support of a progressive and simplified student experience. The position will guide students through processes related to admissions enrollment financial aid student accounts and financial literacy proactively solving complex situations through direct intervention and collaboration across teams departments and divisions.

Position Overview

The UNT One Stop provides integrated student-centered support across enrollment and financial services functions within the Division of Enrollment. Team members assist students and families through multiple service modalities including in person telephone online chat case management and virtual support platforms. The Senior Coordinator UNT One Stop serves in a lead operational and student support capacity providing advanced guidance and resolution for complex enrollment financial and student service matters that impact student progression retention and overall success.

This position is responsible for coordinating high-impact student support efforts across Admissions Financial Aid & Scholarships Registrar Student Accounting and related campus partners. The role exercises professional judgment analyzes complex student situations across multiple systems and policies supports operational continuity across service channels and locations and assists with escalated case management quality assurance training support and continuous process improvement initiatives. The position is expected to model exceptional customer service foster collaborative relationships across the university community and contribute to operational excellence within the UNT One Stop.

Minimum Qualifications

Bachelors degree in a related field and two years of student services student affairs counseling advising or related experience; or any equivalent combination of education training and experience.

Knowledge Skills and Abilities

Strong knowledge of student services enrollment operations and higher education administrative processes. Ability to interpret and apply complex institutional state and federal policies and procedures related to admissions financial aid student accounts academic records FERPA and student support services.

Demonstrated ability to analyze and resolve complex student situations using sound judgment critical thinking and effective problem-solving skills. Ability to manage sensitive or escalated matters with professionalism discretion empathy and accountability.

Strong organizational verbal and written communication skills with the ability to manage multiple priorities in a fast-paced high-volume environment. Ability to build collaborative working relationships across departments and provide professional support to student faculty staff and family populations.

Proficiency with student information systems CRM platforms case management systems queue management tools and Microsoft Office applications. Ability to support process improvement efforts contribute to training and operational documentation and maintain accuracy across multiple systems and communication channels.

Ability to work independently and collaboratively while maintaining a strong commitment to customer service operational excellence and student success.

Preferred Qualifications

Experience working within an integrated student services or One Stop model supporting multiple enrollment and financial service functions. Experience managing complex student cases escalations or retention-focused student support initiatives.

Working knowledge of student information systems and customer relationship management platforms including systems such as PeopleSoft Salesforce WaitWell or related technologies. Experience supporting students across multiple service modalities including in person phone virtual and case management environments.

Demonstrated experience collaborating across departments to resolve student issues improve operational processes and enhance the student experience. Experience working with students and customers in a high-volume student-centered environment preferred.

Required License/Registration/Certifications

Job Duties

• Advanced Student Support and Service Delivery Provide advanced direct assistance to students families and campus partners in support of a holistic and simplified student experience. Deliver accurate timely and student-centered support across enrollment and financial service areas through in person phone virtual and case management channels while assisting with day-to-day UNT One Stop operations and retention-focused initiatives across all One Stop locations.
• Manage complex or sensitive cases across admissions enrollment financial aid student accounts academic records and financial literacy. Utilize established policies procedures knowledge base resources and consultation with One Stop team members and/or campus partners to research solutions and coordinate cross-functional resolution prior to leadership escalation. Tasks require analysis and compilation of administrative and situational data across multiple sources in order to research solutions and partner with internal and external partners to develop solutions. Services may be delivered in person or through virtual pathways including support at Denton and ancillary UNT One Stop locations at other UNT campuses.
• Cross-Functional Coordination and Student Advocacy Collaborate professionally across the UNT One Stop Student Accounting Financial Aid & Scholarships Registrar Admissions Student Money Management Center and other campus departments to support coordinated student services process accuracy and timely communication. Conduct proactive outreach and follow-up for unresolved or high-impact student situations to promote continuity of support and student success.
• Operational Support and Continuous Improvement Support operational effectiveness and continuous improvement initiatives by reviewing case documentation identifying recurring service or process challenges recommending operational enhancements and assisting with procedural updates knowledge management and training materials that strengthen service delivery and the student experience.
• Leadership Support and Service Excellence Promote a positive student-focused service culture by modeling professionalism flexibility empathy accountability and collaboration in all interactions. Provide guidance and peer support within the UNT One Stop environment while contributing to meetings projects committees and cross-functional initiatives that enhance integrated student services.
• Compliance and Professional Standards Ensure compliance with institutional state and federal regulations including FERPA and related policies governing student information and services. Maintain confidentiality professionalism and accuracy while participating in ongoing professional development related to enrollment operations student services systems and regulatory updates.
• Collaborate with the Director of Student Experience UNT One Stop leadership and campus partners on initiatives that strengthen integrated student support models student engagement retention efforts and coordinated service delivery across the UNT community including partnerships connected to advising and student success efforts.

Physical Requirements

Communicating with others to exchange information.
Lifting and Moving objects up to 20 pounds.
Moving about to accomplish tasks or moving from one worksite to another.
Repeating motions that may include the wrists hands and/or fingers.
Sedentary work that primarily involves sitting/standing.

Environmental Hazards

No adverse environmental conditions expected.

Work Schedule

Monday-Friday 8am-5pm with overtime as needed through the year and during peak periods.

Driving University Vehicle

No

Security Sensitive

This is a Security Sensitive Position.

Special Instructions

Applicants must submit a minimum of two professional references as part of their application. If needed additional references can be added after the application has been submitted.

Benefits

For information regarding our Benefits click here.

EEO Statement

The University of North Texas System is firmly committed to equal opportunity and does not permit and takes actions to prevent discrimination harassment (including sexual violence domestic violence dating violence and stalking) and retaliation on the basis of race color religion national origin sex age disability genetic information or veteran status in its application employment practices and facilities; nor permits race color national origin religion age disability veteran status or sex discrimination and harassment in its admissions processes and educational programs and activities. UNT System Administration promptly investigates complaints of discrimination harassment and related retaliation and takes remedial action when appropriate. System Administration also takes actions to prevent retaliation against individuals who oppose any form of harassment or discriminatory practice file a charge or report or testify assist or participate in a related investigation or proceeding.