Mane Desk Specialist (HR Title: Enrollment Resources Representative)

Company: Southern Methodist University
Location: Dallas
Posted on: April 25, 2025

Job Description:

Description

Hourly Range:

$24.11 per hour

About SMU

SMU's more than 12,000 diverse, high-achieving students come from all 50 states and 80 countries to take advantage of the University's small classes, hands-on research opportunities, leadership development, community service, international study and innovative programs. The University offers a strong foundation in the humanities and sciences and undergraduate, graduate and professional degree programs through eight schools.

Now in its second century of achievement, SMU is increasingly recognized for the ways it supports students, faculty and alumni as they become ethical leaders in their professions and communities. Now in its second century of achievement, SMU is increasingly recognized for the ways it supports students, faculty and alumni as they become ethical leaders in their professions and communities. The University's entrepreneurial spirit lives in people from every academic discipline who see opportunities to create something new in the world - and work hard to bring their innovations to life. SMU's relationship with Dallas - the dynamic center of one of the nation's fastest-growing regions - offers unique learning, research, social and career opportunities that provide a launch pad for our students, faculty and alumni to make a global impact. On the most beautiful college campus in the country, SMU Mustangs are energized by unbridled opportunities - from teaching, learning and research to creativity, performance and athletic endeavor.

About the Position:

This role is an on-campus, in-person position.

The Mane Desk Representative contributes to a culture that supports customer service, student satisfaction, retention, and student success. This position is a first level contact for students and other visitors via phone, ticketing system or in person by giving accurate and timely answers to questions about enrollment and registration, financial aid, billing and payments, and other related services. The Representative facilitates referral to academic advising, health services, student groups, academic schools, orientation, housing, dining and others. The Representative is responsible for understanding processes, procedures, events, deadlines and software for each department in the Division of Enrollment Services, and utilize tools to assist students in navigating confidential student information across multiple systems.

Essential Functions:

• Provide high level of service to students/families in person, on the phone, or the ticketing system. Responsible for answering questions, providing general information, researching solutions, and solving issues related to financial aid, enrollment, admissions, academic records, billing, and payments. Maintain knowledge and training of all Enrollment Services activities.
  
• Provide general financial aid information and instruction to students/families. Answer questions about University, state, and federal aid programs. Educate students/families on where to find information online. Provide deadlines, instructions and training to students/families to ensure submission of requirements on their account. Continually train to stay up to date on policy changes.
  
• Guide students/families through billing statements, refunds, payment plans, government forms and other financial transactions. Explain charges, deadlines, and share student account resources.
  
• Answer questions about the first-year and transfer application process, track application status, help schedule campus visits, answer general questions about academic scholarships, and verify that desired academic programs are available. Understand details of Admission events, processes and deadlines.
  
• Provide information about obtaining a certification of enrollment, logistics of academic ceremonies, degrees, enrollment, advising and grading. Assist with obtaining a transcript as a student or a third party. Explain how to drop classes, withdraw or explain the process to request first-year repeat, and direct to the appropriate forms. Advise on the Family Education Rights and Privacy Act of 1974.
• Attend division and team meetings, and participate in ongoing training activities. Assist with entering customer service data, and updating reports or spreadsheets. Make recommendations for process improvement to continually elevate service level for students. Requires analysis and compilation of data from a variety of sources.
  
• Responsible for understanding and interpreting the needs of students and providing support across all enrollment services areas. Responsible for whole student case creation and routing, utilization of available tools and follow-up/escalation as appropriate. Stay familiar with campus activities, academic programs, maps, buildings, parking info and campus contacts to aid with questions outside of Enrollment Services.
  
  Qualifications
  
  Education and Experience:
  
  High school diploma or equivalent is required. A bachelor's degree is preferred.
  
  A minimum of three (3) years of experience is required.
  
  Candidate with customer service work experience is required. Working experience in higher education is preferred.
  
  Knowledge, Skills and Abilities:
  
  Candidate with experience working and learning in a fast-paced environment is required. Candidate with experience working under pressure and de-escalating situations is required. Ability to maintain confidentiality, using discretion and professional judgment is a must. Candidate must be proficient in MS Outlook, MS Excel, MS PowerPoint and MS Word. Candidate must have the ability to quickly learn new softwares. Working knowledge of PeopleSoft, QuikPay/Nelnet, CampusLogic and Slate is desired.
  
  Candidate with high-volume and multi-line call center experience is preferred.
  
  Candidate must demonstrate strong interpersonal and verbal communication skills, with the ability to communicate broadly across the University and develop and maintain effective relationships with a wide range of constituencies. Must also demonstrate strong written communication skills. Bilingual candidate in Spanish and English is preferred.
  
  Candidate must possess strong problem-solving skills. Must also have strong organizational, planning, and time management skills.
  
  Physical and Environmental Demands:
  • Sit for long periods of time Deadline to Apply:
    
    Open until filled
    
    EEO Statement:
    
    SMU will not discriminate in any program or activity on the basis of race, color, religion, national origin, sex, age, disability, genetic information, veteran status, sexual orientation, or gender identity and expression. The Executive Director for Access and Equity/Title IX Coordinator is designated to handle inquiries regarding nondiscrimination policies and may be reached at the Perkins Administration Building, Room 204, 6425 Boaz Lane, Dallas, TX 75205, 214-768-3601, accessequity@smu.edu.
    
    Benefits:
    
    SMU offers staff a broad, competitive array of health and related benefits. In addition to traditional benefits such as health, dental, and vision plans, SMU offers a wide range of wellness programs to help attract, support, and retain our employees whose work continues to make SMU an outstanding education and research institution.
    
    SMU is committed to providing an array of retirement programs that benefit and protect you and your family throughout your working years at SMU and, if you meet SMU's retirement eligibility criteria, during your retirement years after you leave SMU.
    
    The value of learning at SMU isn't just about preparing our students for the future. Employees have access to a wide variety of professional and personal development opportunities, including tuition benefits.PandoLogic. Keywords: Director of Diversity Affairs, Location: Dallas, TX - 75201 , PL: 597305418

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