UVA One Stop Student Support Specialist

The UVA One Stop provides quality service in support of prospective and current students, families, University colleagues and external stakeholders in a warm, welcoming, and professional environment. The UVA One Stop serves as the primary point of contact for Enrollment services, including the offices of Undergraduate Admission, the University Registrar, and Student Financial Services. Our team shares a deep commitment to fostering an inclusive and collaborative culture in the One Stop, Enrollment, and the larger University community.

The UVA One Stop Student Support Specialist willprovide dedicated, high touch support to primarily high-financial need undergraduate students, who require additional assistance navigating admissions, financial aid, student accounts, and academic records, throughout the student lifecycle. This new position is designed to provide a dedicated focus on undergraduate students facing complex challenges such as financial hardship, first-generation status, unique academic circumstances, or other barriers to success.

While general inquiries are handled by UVA One Stop Advisors and Counselors, the Student Support Specialist will provide personalized case management, proactive outreach, and hands-on guidance to a caseload of assigned students to ensure they receive needed support throughout their undergraduate career. The Student Support Specialist is focused on creating a supportive environment by coordinating efforts across different departments. This would involve initiatives that promote student engagement and retention.

Responsibilities:

• Serve as a main point of contact for students requiring more in-depth, individualized support.
• Assist students with navigating financial aid processes, tuition concerns, admission issues, and academic records questions.
• Work closely with Enrollment Offices (Admissions, Registrar, SFS) to advocate for students and resolve complex issues.
• Identify students in need through referrals, service interactions, or data-driven outreach.
• Develop and execute targeted outreach for students experiencing enrollment or financial difficulties.
• Provide personalized follow-ups to ensure students successfully complete critical enrollment steps.
• Educate students on policies and deadlines while ensuring they have access to necessary resources.
• Participate in various outreach activities for prospective (e.g. All Virginia, DOTL, Admitted student tours) and current undergraduate students.
• Partner with appropriate resources across the University (Academic Advisors/Advising Deans, Student Affairs, etc.) to address student concerns and needs in a timely and proactive fashion.
• The Student Support Specialist is expected to take a proactive, hands-on approach to ensure students have the support they need throughout their academic journey. This role involves not just responding to student concerns but also working in advance to anticipate challenges and create solutions.
• Maintain updated knowledge of campus resources (first-generation programs, emergency financial aid, disability services, etc.) and refer students as needed.
• Support university initiatives focused on student retention, persistence, and success.
• Track student pain points and recommend process improvements for better student support.
• Assist in the development of training materials and best practices to improve UVA One Stop's ability to serve high-need students.
• This role includes working closely with learning support offices across grounds, including the Student Disability Access Center, Academic Advisors/Advising Deans, Counseling and Psychological Services, and the University Career Center, and others.
• Document student interactions using the One Stop's case management system.
• Track and report on interaction volume, common inquiries and other performance metrics.

• High School diploma required, Bachelor's degree in higher education, student affairs, counseling, or customer service preferred.
• Six years of experience of specialized customer service, experience in student support, advising, financial aid, or a related field preferred (two years of experience with a Bachelor's degree).
• Strong interpersonal and case management skills, with a student-centered, problem-solving mindset.
• Demonstrated ability to take initiative and work both independently and in a team environment.
• Ability to navigate complex university processes and advocate for students in challenging situations.
• Ability to be flexible, organized; high degree of attention to detail is critical.

• Experience working with first-generation, low-income, or at-risk student populations.
• Familiarity with financial aid policies, academic advising, or student support programs.
• Background in customer service, conflict resolution, or high-touch student engagement.
• Experience collaborating with University faculty, staff, and/or partners.

• 22 days of paid time off, increasing with service; 13+ paid holidays each year, in addition to paid time off
• Parental and Community Service Leave
• Health plan with options to meet healthcare and financial needs available immediately
• Competitive retirement benefits
• Tuition and professional development benefits after six months of employment
• Employee wellness program featuring activities to earn up to $500/year.

• Cover letter
• Resume/CV