UVA One Stop Advisor

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 Admission, 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 Advisors provide integrated student services from the primary areas of undergraduate admission, student accounts, financial aid and student academic records to students, families, faculty, and staff. One Stop Advisors partner with students and their families on administrative and financial matters in a courteous and responsible manner to ensure efficient and responsible process while ensuring compliance with all federal, state and University policies. Work in this position is fast-paced and requires problem-solving amid shifting priorities and competing deadlines. With direction from Center leadership, One Stop Advisors balance quality and efficiency of service, using effective organization skills and attention to detail.

One Stop Senior Advisors provide support to the rest of the team with additional system access, training, and subject-matter expertise. In collaboration with One Stop leadership, Senior Advisors participate in hiring and recruiting, training, special projects, consultation on complex issues and serve as peer leaders within the One Stop Advisor team.

Responsibilities

• Respond to inbound inquiries, delivering best-in-class service via phone, email, text, chat and in-person support.

• Maintain acceptable response times, interaction quality, and other service metrics by adhering to departmental policies, procedures, and best practices.

• Use independent judgment within established guidelines to resolve routine, anticipated, and complex Enrollment inquiries, escalating when appropriate to internal support teams or partner offices.

• Provide administrative support as required to partner offices and support units.

• Preserve service continuity with accurate and thorough interaction documentation, utilizing the One Stop’s case management system.

• Actively review and interpret complex student admission, finance, and record information to effectively advise students and families on a wide variety of issues.

• Efficiently resolve student and family concerns, utilizing clear communication and active listening to de-escalate when necessary.

• Other duties as assigned.
  

Minimum Qualifications

• Education: High School Diploma.

• Experience: Six years' of experience in customer service and/or higher education experience. A bachelor's degree may substitute for 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, Workday, Vonage, Zoom, etc.)

• Strong verbal and written communication skills

• Ability to multitask and problem-solve in a fast-paced environment.

• Discretion with sensitive and highly sensitive information

• One Stop Senior Advisor roles require a minimum of 1 year of working experience within the One Stop as an Advisor, meeting or exceeding all required position benchmarks. Qualified candidates will demonstrate a deep understanding of Enrollment and departmental policy, procedure, internal systems, and workflows; an aptitude for leadership and continued process improvement; and 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. Close schedule adherence to shift schedule required to ensure appropriate staffing and service level achievement.

Salary Range

• The anticipated hiring range is $43,000–$45,000, commensurate with education and experience.

Position Type & Work Location

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

• This is a restricted position, which is dependent on funding and is contingent upon funding availability.

• This position is based in Charlottesville, VA, and is eligible for a hybrid schedule after a 4 - 6 week training period, 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 after October 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 R0088386.

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.