Re-enrollment Specialist

What you'll do:

• Execute high-volume outbound contact (call, text, email) to stopped-out students, prioritizing campaign responders and assigned segments in alignment with established cadences and content guidelines.
• Conduct discovery conversations to understand each student’s reasons for stopping out, current goals, and barriers to return.
• Guide students through their next step, from selecting a pathway to starting the readmission or re-entry application, and confirm a warm handoff to the appropriate campus contact.
• Manage a personal pipeline in the CRM (Education Cloud), maintaining accurate dispositions, campus of origin and destination, and next actions.
• Monitor individual metrics, including contact rate, conversations, application starts, and campus handoffs, and take corrective action to improve results.
• Conduct long-term nurturing follow-up to student completers to gather information on student experience, success, and retention 
• Develop and maintain working knowledge of the readmission policies, processes, and deadlines of each participating UNC System institution, including readmission versus new-application rules, time-away thresholds, academic standing and suspension requirements, holds, and transfer-credit considerations.
• Use the Re-Enrollment campus knowledge base to identify the correct pathway for each student’s situation and set accurate expectations about requirements and timelines.
• Apply System and campus operating rules on where a student may return (e.g., home-campus-first) and escalate exceptions or unclear cases to the REM.
• Capture structured, consistent data on stop-out reasons, barriers, and outcomes so the program can segment, prioritize, and report accurately.
• Share regular feedback with the REM on messaging performance, list and data quality, and recurring student objections to inform campaign and cadence adjustments.
• Flag policy changes, process friction, and discrepancies between published campus policy and student experience, and contribute updates to the knowledge base and team playbooks.
• Close the loop with campus partners on handoffs, confirming receipt and tracking returned outcomes to identify where students stall after reconnection.
• Partner with the REM and campus re-enrollment, registrar, and admissions contacts to resolve student questions and smooth the path back.
• Collaborate with PKH Marketing, Operations, and Analytics teams on campaign timing, list updates, and reporting.
• Ensure the accuracy, completeness, and timeliness of all student records and CRM data in the RES’s personal pipeline.
   

What you bring:

 
• Bachelor’s degree required.
• 1+ years 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 processes, adult and “some college, no credential” learners, or the UNC System.
• Comfort and consistency with high-volume outbound calling, including persistence and resilience with cold and re-engagement outreach.
• Ability to learn, compare, and accurately apply differing policies and processes across multiple institutions.
• Strong discovery and listening skills, with the ability to build trust quickly with students who may feel uncertain about returning.
• Knowledge of the challenges and needs specific to adult and returning learners.
• Knowledge of and experience with CRM platforms (Salesforce/Education Cloud preferred) and outbound dialer or texting tools.
• Attention to detail and discipline in documentation and data entry; comfort sharing data-informed feedback.
• Knowledge of the Family Educational Rights and Privacy Act of 1974 (FERPA).
• Ability to exercise discretion, professionalism, and good judgment and maintain confidentiality.
• Ability to work in a fast-paced, newly launched program with evolving processes.
• Exercise sound judgment, concentrate, think, communicate, interact with others, manage multiple tasks, and cope with stressful situations and deadlines.
• Ability to perform sedentary physical activity of an administrative nature, including extended periods of phone and computer use.