Senior Student Success Specialist for Heels Hub

🇺🇸 Chapel Hill, North Carolina 🕑 Full-Time 💰 $55K - $60K 💻 Enrollment 🗓️ October 20th, 2026

Enrollment FERPA Financial Aid

Edtech.com's Summary

University of North Carolina at Chapel Hill is hiring a Senior Student Success Specialist for Heels Hub, a OneStop student services unit within Enrollment Management housed in the Office of Scholarships and Student Aid. Working on-site, the specialist counsels students and families in person and online, resolves service tickets, and builds knowledge-base content under UNC's no-wrong-door model, which aims to get students to the right answer wherever they first ask. The role also provides functional supervision of student workers.

Highlights

Support students and families through in-person and digital channels and provide student-centered counseling throughout the student lifecycle, including help with immediate financial needs under institutional and federal financial aid policies.
Review, route, and resolve service tickets, process student requests based on documented policies, and carry out quality-assurance tasks.
Create knowledge-base content and training materials that keep service consistent across student service areas.
Provide functional supervision, training, and daily oversight for student workers supporting Heels Hub operations.
Maintain accurate documentation and uphold federal, state, and University policies on student records, including FERPA, the Higher Education Act, and the Internal Revenue Code.
Interpret and explain University policy on enrollment, registration, academic records, and student status, and identify opportunities to support outreach.
Requires a bachelor's or master's degree with zero to two years of experience, front-line high-volume customer service experience, proficiency with Microsoft Office, Teams or Zoom, and CRM or ticketing platforms, and experience in an admissions, financial aid, registrar, student accounts, or academic advising office.
Familiarity with PeopleSoft, Slate, or similar student information and CRM systems and experience at a large public research university are preferred.
Hiring range of $55,000 to $60,000 per year.