JOB SUMMARY

The Student Success Specialist (Administrative Program Support 2) provides exemplary customer service in a high-traffic public area while participating in several high-level, detailed projects concerning admission, financial aid, registrar and orientation functions. A high degree of accuracy and efficiency while working in a fast-paced, dynamic environment is required.

DUTIES AND RESPONSIBILITIES

Working under the supervision of the Assistant Director of One Stop as part of the Student Services team to complete assigned tasks, the Student Success Specialist is responsible for the following: 

• Provides exemplary customer service through answering questions, providing interpretations and relevant or proactive suggestions on matters related to admission, registration, financial aid, orientation and general University policies and procedures for students, families, faculty and staff through a variety of means such as phone, e-mail, and in-person.
• Guides students and families in the completion of necessary paperwork/online requirements, such as admission application, FAFSA/Institutional Aid, and successfully registering for classes.  
• Consults with Lead Specialists and Assistant Directors on questions and student/family cases that require assistance beyond standard policies and processes. Collects necessary information from students/families and escalates these cases to the Assistant Director according to training and the Assistant Director's guidance.
• Manages, maintains and stays up to date on Federal, State and University regulations of student records, financial aid and admission. Adheres to FERPA requirements for student information.
• May temporarily lift specific holds as identified by Service Level Agreements with other offices and at the instruction of Assistant/Associate Directors.
• Researches documents and information related to One Stop functions such as records requests, aid eligibility requirements and/or appeals, and mismatched admission application materials. Works with other campus offices to identify and provide this information to students/families.
• Reviews and processes documentation from various sources such as Enrollment Change Forms, withdrawals, external scholarship forms and sibling enrollment forms. Perform several compliance functions related to university by-laws, state, and federal rules and regulations. In all cases, incumbents must ensure data entry is done in accordance with regulations and that the supporting documentation is accurate and appropriate.
• Reviews current processes and procedures, providing insight to Assistant and Associate Directors regarding improvements and implementing as appropriate. May include participating in committees and meetings associated with One Stop improvement. Tests software upgrades, bundles, and fixes in relation to One Stop data. Creates and updates documentation as needed.
• Participates in education and outreach regarding One Stop information and functions at events, including presentations, resource fairs, and/or online events. 
• Assigned to work on special projects (short and long term) utilizing strong technical understanding and a broad knowledge of One Stop functionality. May participate in all aspects of these projects and assist in policy and procedure development.
• May provide leadership and support for 20+ student workers throughout the office.
• Performs related work as required.

MINIMUM QUALIFICATIONS

• Bachelor’s degree in an appropriate field and two years full-time employment in a related area, or equivalent combination of education and experience.
• Demonstrated experience in a high-volume, rapidly changing customer service setting.
• Experience performing work that requires attention to detail, adherence to deadlines, and independent decision-making.
• Experience providing clear and professional oral and written communications to diverse audiences to explain policies, procedures, or other complex information. 
• Demonstrated administrative, organizational and problem-solving aptitude.
• Experience working with electronic data processing systems or related technology to enter, retrieve, and manage information.
• Experience establishing and maintaining effective working relationships with a wide range of individuals, such as students, families, colleagues, or members of the public, in a professional or customer service setting.

PREFERRED QUALIFICATIONS

• Three plus years of related experience.
• Previous higher education experience at a large University.
• Demonstrated knowledge of recordkeeping systems and experience being precise with quantitative data.
• Experience with a student information system (PeopleSoft preferred) or other large database, scanning software.
• Experience reading and interpreting policies (internal, University and State of Connecticut).
• Knowledge of FERPA.

APPOINTMENT TERMS

The salary range for this position is $51,344 to $58,000. This is a permanent full-time position located on the Storrs Campus. The University offers outstanding benefits, including employee and dependent tuition waivers at UConn, and a highly desirable work environment.  For additional information regarding benefits, please visit https://hr.uconn.edu/health-benefits/ and explore the sections under the Benefits & Leaves and Engagement & Learning headers. Other rights, terms, and conditions of employment are contained in the collective bargaining agreement between the University of Connecticut and the University of Connecticut Professional Employees Association (UCPEA).

TERMS AND CONDITIONS OF EMPLOYMENT

Employment of the successful candidate is contingent upon the successful completion of a pre-employment criminal background check.

TO APPLY

Please apply online at https://hr.uconn.edu/jobs, Staff Positions, Search #499289 to upload a resume, cover letter, and contact information for three (3) professional references.

This job posting is scheduled to be removed at 11:55 p.m. Eastern time on November 19, 2025. 

All employees are subject to adherence to the State Code of Ethics which may be found at https://portal.ct.gov/Ethics/Statutes-and-Regulations.

All members of the University of Connecticut are expected to exhibit appreciation of, and contribute to, an inclusive, respectful, and diverse environment for the University community.

The University of Connecticut aspires to create a community built on collaboration and belonging and has actively sought to create an inclusive culture within the workforce. The success of the University is dependent on the willingness of our diverse employee and student populations to share their rich perspectives and backgrounds in a respectful manner. This makes it essential for each member of our community to feel secure and welcomed and to thoroughly understand and believe that their ideas are respected by all. We strongly respect each individual employee’s unique experiences and perspectives and encourage all members of the community to do the same. All applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

The University of Connecticut is an AA/EEO Employer.