Senior Student Success Specialist for Heels Hub

A global higher education leader in innovative teaching, research and public service, the University of North Carolina at Chapel Hill consistently ranks as one of the nation's top public universities. Known for its beautiful campus, world-class medical care, commitment to the arts and top athletic programs, Carolina is an ideal place to teach, work and learn.

One of the best college towns and best places to live in the United States, Chapel Hill has diverse social, cultural, recreation and professional opportunities that span the campus and community.

University employees can choose from a wide range of professional training opportunities for career growth, skill development and lifelong learning and enjoy exclusive perks for numerous retail, restaurant and performing arts discounts, savings on local child care centers and special rates on select campus events. UNC-Chapel Hill offers full-time employees a comprehensive benefits package, paid leave, and a variety of health, life and retirement plans and additional programs that support a healthy work/life balance.

The Office of Scholarships and Student Aid works to ensure that qualified students have the opportunity to study at the University of North Carolina at Chapel Hill regardless of their ability to pay. The office serves students at all levels, including graduate and professional school students and coordinates all student financial support for the campus. The office assists in the recruitment, retention and success of students while maximizing available funds, exercising good stewardship of those funds, and performing related research, analysis and program evaluation in support of long-range enrollment and campus goals. In addition, the office provides academic and co-circular support services for scholarships, provides financial literacy and educational tools, and partners with faculty and other student success areas across campus to provide excellent service to low- and middle-income students and other scholarship recipients. The work of the office is public in nature and closely scrutinized by students and their families, lawmakers, faculty and staff at the University, and by the media (local, regional, and national).

The University of North Carolina at Chapel Hill seeks a Senior Student Success Specialist for Heels Hub, a OneStop student services unit housed within Enrollment Management. This position plays a critical support role in delivering a seamless, student-centered service experience to students and families.
In addition to providing support through in-person and digital channels, the Senior Student Success Specialist performs advanced coordination and support duties, including service ticket review, routing, and resolution; knowledge-base content creation, and quality-assurance tasks. This role processes student requests and makes decisions based on documented policies and procedures.
This position provides student-centric counseling throughout the student lifecycle. The ideal candidate will make timely decisions and use professional judgement to assist students and ensure immediate financial needs are met. It is critical that the candidate be committed to supporting student success while upholding institutional and federal financial aid policies.
This position also provides functional supervision, training, and daily oversight for student workers supporting Heels Hub operations.
Working in a fast-paced, high-volume environment, the Senior Student Success Specialist demonstrates a high level of independence, judgment, and cross-training across multiple student service areas. The position supports UNC's 'no wrong door' service model by improving service consistency, reducing barriers, and ensuring timely and accurate assistance across the full range of student service functions.

The position also contributes to institutional compliance by maintaining accurate documentation, following established protocols, and upholding all federal, state, and University policies and regulations governing the access, use, and disclosure of student records. Through cross-training, teamwork, and student-centered problem solving, the Senior Student Success Specialist position helps ensure that students have access to the resources and guidance they need to succeed at Carolina.

The ideal candidate will demonstrate an outstanding ability to advocate and care for students and families; identify and assess opportunities to support outreach efforts; speak and write clearly in explaining complex situations. The successful candidate will also demonstrate a strong commitment to the University's mission, a keen interest in supporting Carolina's student body, and an ability to work effectively with colleagues who have varied backgrounds and perspectives

Master's or Bachelor's and 0-2 years' experience; or will accept a combination of related education and experience in substitution.

* Strong customer service skills and experience working in a front-line, high-volume service environment.
* Demonstrated ability to communicate clearly and professionally with diverse populations.
* Experience in triaging inquiries, problem-solving, and applying policies to wide-ranging student scenarios.
* Proficiency using Microsoft Word, Excel, Outlook, Teams/Zoom, and CRM or ticketing platforms.
* Experience creating written content, such as training materials.
* Ability to work independently, manage competing priorities, and maintain accuracy under pressure.
* Experience providing direction or functional supervision to student employees or peers.
* Commitment to all federal, state, and University policies and regulations governing the access, use, and disclosure of student records, including the Higher Education Act ( HEA), Internal Revenue Code ( IRC), and the Family Educational Rights and Privacy Act ( FERPA).
* Demonstrated ability to interpret and explain University policy related to enrollment, registration, academic records, and student status.
* Experience working in an admissions, financial aid, registrar, student accounts, or academic advising office.

Experience at a large, decentralized public research university or similarly complex institution.
Familiarity with enterprise student information systems and CRM platforms (e.g., PeopleSoft, Slate, or comparable systems).
* Experience with ticket triage, workflow management, or service operations.
* Experience supporting process improvements or contributing to service transformation efforts.
* Experience interpreting and explaining program policy and procedures.

The University is an equal opportunity employer and welcomes all to apply without regard to age, color, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, or sexual orientation. We encourage all qualified applicants to apply, including protected veterans and individuals with disabilities.