One Stop Counselor

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. Serving as the primary point of contact for Enrollment Services, including the Offices of Undergraduate Admission, the University Registrar, and Student Financial Services, the One Stop offers integrated support to help students navigate academic and financial processes with ease.

The One Stop Counselor (Registrar Focus) provides specialized student services in the principal areas of student academic records, enrollment, and credentialing, while supporting the broader One Stop mission of seamless, student-centered service. This position will initially focus on Registrar-related functions, serving as the internal subject-matter expert on student records, transcripts, degree verification, and academic policy interpretation. Over time, the position will train and mentor other One Stop team members on Registrar-related matters and gradually assume the broader responsibilities of a standard Counselor.

The Counselor collaborates closely with colleagues across Enrollment and the University Registrar’s Office (UREG) to ensure timely, accurate, and equitable service. Reporting to One Stop leadership, the position serves as a peer leader and resource for complex or escalated issues, modeling service excellence and promoting collaboration across the Enrollment division.

Key Responsibilities

Registrar-Specific Focus (Initial Emphasis)

• Serve as the primary liaison between the One Stop and the Office of the University Registrar (UREG), developing deep expertise in Registrar policies, systems, and processes.
• Process and verify enrollment and degree information for students, alumni, and third parties in accordance with University policies and federal and state regulations (FERPA, FOIA, etc.).
• Manage transcript and credentialing requests, including troubleshooting technical issues in the National Student Clearinghouse (NSC) transcript and verification services platforms.
• Prepare and distribute communications regarding transcript orders, enrollment certifications, and other Registrar-related services.
• Respond to inbound UREG inquiries via phone, email and in-person visits, ensuring service accuracy, and elevating complex issues when necessary.
• Collaborate with UREG colleagues to identify and recommend process improvements that enhance the student experience and strengthen service delivery.
• Maintain accurate records of manual verification requests, consortium agreements, donor forms, subpoenas, and other student record documentation.
• Develop and maintain advanced knowledge of the Student Information System (SIS), particularly within Records and Enrollment and Campus Community modules.

Training and Knowledge Sharing

• Develop and deliver training for One Stop team members on Registrar-related policies, processes, and systems.
• Create and maintain training materials, job aids, and reference guides for staff learning and process consistency.
• Serve as the primary contact for Registrar questions from the One Stop team.

Counselor Responsibilities (Broader Role Over Time)

• Resolve escalated and complex student cases through in-person, phone, email, and video channels.
• Model and uphold service standards for response times, interaction quality, and case documentation.
• Demonstrate thorough knowledge of University and Enrollment policies and effectively communicate implications to staff, students, and families.
• Proactively identify and address barriers to student academic success and financial well-being, developing action plans in collaboration with partner offices.
• Participate in Enrollment committees and represent the One Stop in meetings with Registrar, Financial Aid, and Admission colleagues.
• Serve as a mentor and resource for the One Stop Advisor team, assisting with complex cases and modeling effective problem resolution.
• Contribute to special projects, process improvement initiatives, and cross-functional efforts that enhance service delivery and operational efficiency.

Minimum Requirements:

Education: Bachelor's degree. Four years of relevant experience will be considered in lieu of a degree.

Experience: At least two years of specialized customer service experience. Experience in higher education is preferred.

About the Position:

This hybrid position is located in Charlottesville, Virginia and requires in-office presence. This is a full-time, exempt level, benefited position with UVa benefits operating during regular business hours. Employee benefits package highlights include:

• 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.
  

The anticipated salary is $5 2,000-58 ,000 commensurate with qualifications and experience. This position will not sponsor applicants for work visas now or in the future. The University will perform background checks on all new hires prior to employment. This is primarily a sedentary job involving extensive use of desktop computers. The job does occasionally require traveling some distance to attend meetings, and programs.

To Apply:

Applicants not employed at UVA please apply through the UVA job board ; current employees please search and apply for jobs on the UVA Internal Careers website and complete an application. Applications that do not contain all required documents will not receive full consideration. Please attach the following:

• Cover letter
  
• Resume/CV
  

References will be completed via UVA’s standardized process SkillSurvey. A total of five references will be requested via SkillSurvey during the final phase of the interview process, a total of three is required. For questions about the application process, please contact Michele Jarman , Academic Recruiter.

Physical Demands:

This is primarily a sedentary job involving extensive use of desktop computers. The job does occasionally require traveling some distance to attend meetings, and programs.

The University of Virginia is an equal opportunity employer. All interested persons are encouraged to apply, including veterans and individuals with disabilities. Click here to read more about UVA’s commitment to non-discrimination and equal opportunity employment.