University of Rochester International Engagement Counselor in Rochester, New York
Full Time 40 hours Grade 051 Admissions
8:30 AM-5 PM; FREQUENT WKENDS/HOL
The International Engagement Counselor (IEC) is a member of the International Team within the Office of Admissions. The IEC serves as a central point of engagement for international students to bolster outreach, recruitment, and retention efforts targeted at these students. The position combines traditional elements of admissions counseling with oversight of international student interviews, strategy for international social media, hiring students for International Focus Groups, and advising enrolling students on immigration paperwork. With a focus on creating a streamlined experience for international applicants and enrolling students, the IEC also has frequent contact with families, school officials, volunteers, the International Services Office, deans, faculty, and external vendors.
The ideal candidate must have a proven ability to establish priorities, document the details of numerous projects, and to work independently. Cultural sensitivity and the ability to ask focused and nuanced questions of students and family members whose first language is not English is required. The candidate must have demonstrated leadership and the ability to supervise and delegate tasks to teams of student employees as needed to complete projects, collect feedback from enrolling students, and deliver timely customer service through social media and interview interactions.
Student Employee and Volunteer Management:
- Manages the process of offering employment to 450+ international students each year as part of the International Focus Group program. In collaboration with the International Services Office, presents student trainings necessary for completion of hire paperwork.
- Plans and leads International Focus Groups, arranging sessions in early Fall and Spring Terms for hired students to complete feedback surveys about the admissions process. Tracks attendance of students and supervises them while they complete surveys.
- Hires, trains, and supervises 2-3 student employees for international social media projects to sustain and augment the University’s presence globally.
- Hires, trains, and supervises up to 15 student employees to conduct international student interviews online and review third party interviews for use as a component in the application review process.
- Develops and administers training for student interviewers on how to schedule interviews with applicants as assigned, conduct interviews as representatives of the University, and submit written reports to be added to applicants’ admissions files.
- Supervises scheduling and completion of international student interviews to maintain customer service standards and timely responses to interview requests.
- Oversees international yield e-mail campaigns each spring. Using independent judgment pairs admitted students with current students who have similar backgrounds or areas of interest to encourage communication and learning about the student experience at the University.
International Enrollment Advising:
- Directs 450+ enrolling undergraduate international students on the application process for I-20 forms or other documentation needed to successfully obtain immigration approval to come to the University.
- Crafts communications regarding the I-20 process to students and sends updates or reminders to students as necessary. Ensures that messaging is consistent and facilitates correct and timely submission of supporting documents by students.
- Collects, organizes, and verifies documentation for each student’s I-20 application and completes New Student Request Forms to initiate processing of I-20 forms by the International Services Office.
- Supervises the shipment of completed I-20 forms to students. Manages relationship with outside shipping vendor, currently eShipGlobal, to provide students with a streamlined shipping request and payment platform for their I-20 forms.
- Utilizes PowerFAIDS financial aid software to review student aid packages as needed to complete I-20 request paperwork. Using Integrated Student Information System software, verifies student information for the I-20 process.
- In collaboration with the International Services Office, the Financial Aid Office, and other stakeholders on campus, streamlines application processing and verifies financial support for program enrollment.
International Social Media Management:
- Creates and maintains an updated calendar for delivery of content through international social media channels, including WeChat, Weibo, and Renren. Ensures messaging is timely and relevant and encourages students to submit applications, interview, enroll, and participate in events.
- Reviews social media content and provides updates to ensure that University policies, practices, and messages within this media display the strongest possible degree of integrity and transparency. Consults with University Communications to obtain content or media to post to international social media accounts.
- Directs student employees using social media to create or translate content throughout the year. Obtains regular reports through e-mail and weekly meetings from student employees about work activity and incoming questions from account followers.
- Engages on social media with account followers to answer questions about the University experience and the admissions process.
- Serves as a liaison for other University offices interested in posting content on WeChat to a broad audience of prospective and current students, families, and alumni.
- Tracks and reports social media analytics to understand which content is most effective at garnering readership and uses data to guide future planning and creation of content.
- As the international expert on the Social Media Team, provides feedback on proposed messaging and campaigns with regards to how they may be received by an international audience, participates in bi-weekly meetings, and helps determine how international social media fits into broader office-wide social media campaigns.
- Reviews emerging social media platforms and recommends adoption or discontinued use of platforms or software based on current market trends.
Counseling and Applicant Review:
- Point of contact for international freshman and transfer applicants, families, and college counselors regarding the application process.
- Evaluates, reviews, and recommends decisions as a primary first reader for up to 200 international applicants.
- As an International Committee member, provides recommendations during reading season on applicants in review.
- Interviews prospective students on campus and conducts long distance interviews with international students through the phone and internet.
- Manages and responds to e-mail inquiries addressed to firstname.lastname@example.org regarding international admissions. Updates customer service teams and other counseling staff in the office about changes to this messaging to ensure a consistent and accurate message.
- Collaborates with program managers to execute the following programs as needed: 20XX Experience Days, Early Connection Africa, Pre-College Programs, and Research Rochester.
- Serves as the primary resource for other staff members both in the Division and throughout the College for questions pertaining to existing admissions policies for international applicants.
International Project Support:
- Collaborates with Admission Counselors, the College Enrollment Project Planning Team, current students, and other stakeholders to initiate communication campaigns that include web content updates, electronic, and print communications.
- Benchmarks use of forms, document processing, admissions standards, and other aspects of the international student experience with other institutions through independent research and networking with other professionals in the field of international education to stay current with market trends and developments.
- Liaison with external international partnerships (e.g., Next Genius or Early Connections Africa) and accommodates special processing needs for incoming students from those partnerships.
- Arranges support for international students for programs as needed within Admissions, Financial Aid, and Enrollment (e.g., Pre-College Programs or Alumni Volunteers) or other departments in the University.
- Continued growth and development in the domain of international admissions through attendance of conferences and workshops as a participant, presenter, or moderator for the purpose of determining and implementing best practices. Remains current with international rules and regulations and incorporates this knowledge into office process and communications as needed.
- Other duties as assigned.
Bachelors’ degree or an equivalent combination of education and experience. Prefer 1 years’ experience in admissions or a related field; As assigned, some specific programs may require a valid Motor Vehicle License.
Excellent oral, written, and interpersonal skills in a diverse environment are essential. Must possess demonstrated customer service experience that incorporates a global perspective along with a commitment to diversity and ability to work in a team setting with all levels of management, faculty, and staff. Strong communication in written and verbal English and proficiency in another language is preferred. A high level of proficiency in the Microsoft Office Suite (Outlook, Word, Excel, and other programs) is essential; proficiency with Slate (a Customer Relationship Manager platform) is a plus. Supervisory experience is preferred. Travel via air, rail, boat, and car may be required and some evening or weekend work hours are expected.
Cover letter must be page one of application.
EOE Minorities/Females/Protected Veterans/Disabled
Job Title: International Engagement Counselor
Location: The College
Job ID: 203216
Full/Part Time: Full-Time