Lead Coordinator - Enrollment

As a member of the Division of Student Success at Illinois Central College, the Enrollment Services Lead Coordinator is essential in fostering positive student interactions, enhancing student-centered processes, cultivating a sense of belonging, and collaborating to support student success. Reporting directly to the Enrollment Services Manager, the Lead Coordinator focuses on financial aid outreach and advisement, while assisting the Manager with the day-to-day oversight of the Enrollment Specialists. Key responsibilities include managing escalated service issues, ensuring campus coverage, supporting peak service periods, and training frontline staff to achieve first-contact resolution. The coordinator also leads cross-training with departments such as advising and admissions to enhance student experiences and support ICC's enrollment and student success goals. This position helps to advance departmental and divisional goals while supporting the college’s overall mission and strategic priorities.

Compensation for the Lead Coordinator- Enrollment is $52,915.20 - $59,529.60 annually.

For submitting a complete application, please include a resume and cover letter.

Essential Functions

This list is meant to be representative, not exhaustive. Some incumbents may not perform all the duties listed while in other cases related duties may also be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Facilitate student success by offering personalized support, guiding students to resources, and acknowledging each student's unique story.

• Enhance student success by identifying and providing feedback on process improvements and utilizing data as needed to ensure that resources and services effectively meet student needs.

• Support student success by collaborating to ensure coordinated efforts in addressing student needs and enhancing overall outcomes.

• Advance student success by engaging in ongoing professional development and growth opportunities to stay current with best practices and effectively address evolving student needs.

• Oversee daily operations of enrollment services on Peoria and East Peoria campuses, coordinating with the manager to ensure consistent coverage.

• Supervise and schedule temporary, part-time, and student staff, maintaining high service standards and acting as supervisor in the manager's absence.

• Provide frontline support by advising, investigating, and resolving financial aid and related issues, escalating complex cases as needed.

• Manage financial aid outreach efforts within enrollment services and additional outreach as assigned to promote financial aid awareness and accessibility.

• Develop and deliver training for frontline staff in collaboration with the manager, ensuring consistency, readiness, and first-contact resolution.

• Facilitate cross-training with advisement, admissions, and other departments to integrate financial aid knowledge and enhance the student experience.

• Stay current on financial aid regulations and business processes to ensure accurate, compliant service delivery.

• Assist in continuous improvement efforts to refine enrollment processes, enhancing service efficiency and customer satisfaction.

• Perform related duties as required.

Minimum Qualifications

The requirements listed below are representative of the knowledge, skills and abilities required to satisfactorily perform the essential duties and responsibilities.

• Bachelor’s degree.

• Minimum of 1 year of experience in a customer service supervisory role.

• Enrollment services experience.

• Knowledge of principles and practices of financial aid.

• Proficient in Microsoft Office Suite and other related database systems.

• Strong organizational and prioritization skills.

• Strong analytical and problem-solving skills.

• Strong verbal and written communication skills.

• Strong interpersonal skills, including the ability to establish and maintain cooperative and professional working relationships with others.

Preferred Qualifications

• Experience working in higher education.

• Financial aid experience.