Re-enrollment Specialist

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Conduct high-volume outbound communications through calls, texts, and emails to students who have stopped out.

• Facilitate discovery discussions to comprehend students' reasons for leaving, their goals, and obstacles to return.

• Assist students in selecting pathways and completing readmission or re-entry applications, ensuring smooth transitions to campus contacts.

• Oversee a personal pipeline within Education Cloud CRM, ensuring accurate record-keeping and tracking of next steps.

• Track metrics related to contact, conversations, application initiation, and campus handoffs, striving for improved outcomes.

• Provide long-term nurturing follow-up with students who have completed their programs, focusing on their experiences, successes, and retention rates.

• Stay informed about readmission policies, processes, deadlines, academic statuses, holds, and transfer credit considerations across UNC System institutions.

• Identify suitable pathways, establish expectations, apply operational guidelines, and escalate exceptions as necessary.

• Collect structured data regarding reasons for stopping out, barriers faced, and outcomes achieved.

• Provide insights on messaging, data quality, and student objections based on observations.

• Highlight policy changes and process challenges; contribute to updates of the knowledge base and playbook.

• Monitor campus handoffs and outcomes to recognize where students may encounter obstacles.

• Collaborate with re-enrollment, registrar, admissions, marketing, operations, and analytics teams.

• Ensure the accuracy, completeness, and timeliness of student records and CRM data.

⛳️ Requirements

• A Bachelor’s degree is required.

• A minimum of 1 year of experience in higher education admissions, advising, re-enrollment, or student recruitment, or equivalent experience in high-volume outbound outreach or customer success.

• Preferred: Experience with readmission or registrar procedures, adult learners, or individuals with "some college, no credential" status, particularly within the UNC System.

• Demonstrated comfort and consistency with high-volume outbound calling, including persistence and resilience in cold and re-engagement outreach.

• Ability to learn, differentiate, and accurately apply various policies and processes across different institutions.

• Strong discovery and listening abilities, with a talent for quickly building trust with students who may feel hesitant about returning.

• Awareness of the specific challenges and needs faced by adult and returning learners.

• Familiarity with CRM platforms (Salesforce/Education Cloud preferred) and outbound dialing or texting tools.

• Attention to detail and discipline in documentation and data entry; comfortable providing data-driven feedback.

• Understanding of the Family Educational Rights and Privacy Act of 1974 (FERPA).

• Ability to demonstrate discretion, professionalism, and sound judgment while maintaining confidentiality.

• Capacity to thrive in a fast-paced, newly established program with evolving processes.

• Ability to apply sound judgment, concentrate, communicate effectively, interact with others, manage multiple tasks, and handle stressful situations and deadlines.

• Capability to perform sedentary administrative tasks, which include extended periods of phone and computer use.

🏝️ Benefits

• Comprehensive medical coverage

• Comprehensive dental coverage

• Comprehensive vision coverage

• 401K with matching contributions

• Generous time-off policy

• Paid volunteer time

• Potential for a performance bonus

• Flexibility for remote work