UVA 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. The One Stop serves as the primary point of contact for Enrollment services, including the offices of Undergraduate Admissions, the University Registrar, and Student Financial Services. Our team shares a deep commitment to fostering an inclusive, collaborative, and equitable culture in the One Stop, Enrollment, and the larger University community.

One Stop Counselors provide integrated student services to students, families, faculty, and staff in the principal areas of undergraduate admissions, student accounts, financial aid, and student academic records. Counselors provide advanced-level advice and engagement based upon institutional knowledge and subject matter expertise. They collaborate closely with Enrollment partner offices, acting as advocates on behalf of students and families to resolve disputes, make policy exceptions when warranted and handle escalated or complex cases. One Stop Counselors participate in Enrollment committee work and attend functional area meetings as representatives of the One Stop. Reporting to One Stop leadership, they are considered internal leaders within the department and provide dedicated support to the One Stop Advisor team, assisting with complex issues and conflict resolution when needed. They serve as backup to all One Stop functions when required.

One Stop Senior Counselors support the Center and the wider Enrollment area with additional systems access, training, expertise, and responsibilities. In collaboration with One Stop leadership, Senior Counselors participate in hiring and recruiting, training, special projects, cross-functional initiatives and serve as peer leaders within the Counselor team.

Responsibilities

• Serve as a subject matter expert on University, Enrollment, and One Stop policies, procedures, and services, applying that knowledge to support students, families, and colleagues and to navigate complex or unique situations.

• Resolve escalated and complex student and family concerns through in-person, phone, email, text, and video conferencing channels, exercising sound judgment and balancing policy, student needs, and institutional priorities.

• Fulfill Counselor-on-Duty responsibilities by triaging incoming concerns, assessing urgency and impact, directing issues to appropriate resources, managing real-time escalations, and coordinating resolution of complex cases.

• Provide guidance and support to One Stop Advisors on complex questions, case resolution strategies, and service delivery best practices, serving as a resource and role model for service excellence.

• Model high standards for responsiveness, professionalism, interaction quality, and student-centered service while promoting adherence to departmental policies, procedures, and best practices.

• Proactively identify barriers to student success and develop action plans, recommendations, and interventions that support students' academic and financial goals.

• Collaborate with colleagues across Enrollment and the University to advocate for students, resolve issues, and recommend solutions that balance student needs with institutional requirements.

• Support frontline operations as needed across all service channels, including in-person, phone, and email support, to help maintain service levels during periods of high demand, staffing shortages, or other operational needs.

• Identify opportunities to improve processes, services, and the student experience, and recommend solutions to One Stop leadership.

• Represent the One Stop on committees, workgroups, and collaborative initiatives; communicate One Stop needs and perspectives while helping translate and share Enrollment information with the broader team.

• Participate in student outreach, engagement, and educational activities on behalf of the One Stop, Enrollment, and the University.

• Perform other duties as assigned.

Minimum Qualifications

• Education: Bachelor's degree. Relevant experience will be considered in lieu of degree.

• Experience: At least two years of specialized customer service experience.

Preferred Qualifications

• Experience with Microsoft Office Suite required; experience with CRM, contact center platforms, or standard higher education software preferred (i.e., Salesforce, Technolutions Slate, Peoplesoft, Vonage, Zoom, etc)

• Excellent written and verbal communications skills, with the ability to de-escalate and resolve complex or sensitive inquiries.

• Experience in training or mentoring co-workers preferred.

• One Stop Senior Counselor roles require significant experience within the One Stop as a Counselor, meeting or exceeding all required position benchmarks. Qualified candidates will demonstrate a deep understanding of University, Enrollment and departmental policy, procedure, internal systems, and workflows; an aptitude for leadership and continued process improvement; and a commitment to service to both internal and external stakeholders.

Physical Demands

This is primarily a sedentary job involving extensive use of computers. The position requires occasional travel to attend meetings and programs.

Salary Range

• The anticipated hiring range is $47,000-$51,000, commensurate with education and experience.

Position Type & Work Location

• This is an exempt-level, benefited position. Learn more about UVA benefits.

• This position is based in Charlottesville, VA, and is eligible for a hybrid schedule in accordance with UVA's remote work guidelines.

About UVA and the Community

To learn more about UVA and in the Charlottesville area, visit UVA Life and Embark CVA.

Application Timeline

Application review will begin afterOctober 26, 2026.

Additional Requirements

• Background checks will be conducted on all new hires prior to employment.

• This position will not consider candidates who require immigration sponsorship now or in the future.

How to Apply

Please apply online, by searching for requisition number R0088473.

Internal applicants may search and apply for jobs on the UVA Internal Careers website.

Complete an application with the following documents:

• Resume

• Cover Letter

Upload all materials into the resume submission field. You can submit multiple documents into this one field or combine them into one PDF. Applications without all required documents will not receive full consideration.

Reference Check Process

Reference checks will be completed by UVA's third-party partner, SkillSurvey, during the final phase of the interview. Five references will be requested, with at least three responses required.

Contact

• For questions about the application process, please contact Jon Freeman, jf2sw@virginia.edu.

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