Sr Stdnt Enrollment Assoc at University of New Mexico – Albuquerque, New Mexico

Requisition ID: req36118

Working Title:
Sr Stdnt Enrollment Assoc

Position Grade:
10

Position Summary:
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.

See the Position Description for additional information.
Campus:
Main - Albuquerque, NM

Benefits Eligble:
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.

Department:
Communications Center (290C)

Employment Type:
Staff

Staff Type:
Regular - Full-Time
Status:
Non-Exempt

Pay:
Hourly: $19.56 to $21.40

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:
3/30/2026

Application Instructions:
Only applications submitted throughthe official UNMJobs site will be accepted. If you are viewing this jobadvertisement on a 3rd party site, pleasevisit UNMJobs to submit an application.
Provide your resume/UNMJobs application and cover letter detailing relevant experience and qualifications.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:

• 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.
• Familiarity with enrollment management systems and student information systems, such as Banner.