Job Details

Student Engagement Counselor

Position Number: 7013996
Location: New Castle, DE
Position Type: Student Affairs and Services

Student Engagement Counselor

Wilmington University

POSITION: (FT) Student Engagement Counselor in Wilmington University's Student Engagement Center – New Castle.

Requirements: Bachelor's degree required. Minimum of two years' full-time experience in student service. The incumbent will have experience delivering student and enrollment services, preferably within service oriented environments and using computerized student information systems such as Ellucian. Proficiency in Microsoft Word and Excel is required. Incumbent must be motivated, detail-oriented, and able to work independently while managing multiple responsibilities. Strong interpersonal, organizational, customer service, and communication skills, both written and oral, are essential, as are public speaking abilities and the ability to work effectively with diverse populations. The Engagement Counselor will provide student-centered service through effective problem resolution and proactive outreach strategies that support student success. The role requires building productive relationships with key stakeholders and contributing to Wilmington University's goals for retention, graduation, and overall institutional success. A solid understanding of higher education, student development, and enrollment services is expected, along with familiarity with university policies, procedures, and mission. Sound decision making skills are required, including the ability to assess information, evaluate options, and set priorities. Experience with systems such as Banner, Recruit, BDM, and Landis Teams is preferred. Professionalism, confidentiality, and respect for others are essential, along with a commitment to creating a supportive work environment that values the contributions of all employees.

Responsibilities include (but are not limited to):

Student Advising & Support

Respond promptly and professionally to phone, text, and electronic inquiries from students, faculty, and staff.
Schedule Academic Advising appointments when needed for educational planning.
Advise students on degree requirements, course selection, prerequisites, and academic progress when applicable.
Assist students with academic issues, concerns, or extenuating circumstances, escalating when necessary.
Provide accurate guidance on academic records, registration, DegreeWorks, course scheduling, and related University processes.
Evaluate and support first-year, transfer, graduate, and graduating students based on their unique needs.
Address academic issues in collaboration with Educational Effectiveness Coordinators.

Student Services, Engagement & Retention

Coordinate student services such as academic support, counseling resources, and career services.
Develop and implement student engagement initiatives, including leadership programs, mentoring, and success workshops.
Foster an inclusive and welcoming environment for all students.

Admissions, Financial Aid & Billing Support

Assist first-year and transfer applications to ease the admissions process as needed. Connect the student with their Enrollment Counselor when applicable.
Assist with financial aid, student billing, registration documentation, and problem resolution.

Communication & Front-Facing Support

Deliver high-quality customer service for in-person visitors, walk-ins, and scheduled appointments, ensuring a professional and welcoming experience.
Provide in-person front desk assistance for the assigned team, supporting daily coverage as needed.

Interdepartmental Collaboration

Serve as a liaison to the assigned College. Attend college meetings in person if the team Lead is unavailable.
Participate in in-person staff meetings with Lead and/or Directors to review department updates.
Collaborate with campus partners such as the Registrar, Financial Aid, Student Financial Services, Advising, International Affairs, Admissions Operations, and Recruiting to support student success.

Records Management & Data Integrity

Maintain accurate and detailed records; prepare and process student documents.
Perform data entry, updates, and retrieval in student information systems; correct discrepancies and ensure data accuracy.
Research system errors and process course overrides.
Ensure compliance with FERPA and institutional confidentiality standards when handling student records and data.

Service Standards & Performance Accountability

Meet established performance benchmarks for service responsiveness, call handling, queue management, and student support, while adhering to best practices for status management and service coverage.

Other Responsibilities

Promote and foster a supportive environment for all students, faculty, and staff.
Perform other duties as assigned by the Director, Assistant Director, and/or Lead Engagement Counselor.

Hours of Employment: Generally, Monday - Friday, 8:30 a.m.-4:30 p.m., or 9:00 a.m.-5:00 p.m., or 10:00 a.m.-6:00 p.m., based on departmental needs. The incumbent must be flexible with their schedule to meet the operational needs of the department and the University. Some evening and weekend hours may be required. hours may be required.

Benefits: Wilmington University offers an excellent benefits package that includes Medical and Dental, Vision, Retirement Plan (403b), Dependent Care Assistance, Life & Disability Insurances, and Education benefits.

Salary Range: Commensurate with experience.

Application Deadline: April 2, 2026

To apply, visit https://phh.tbe.taleo.net/phh02/ats/careers/v2/viewRequisition?org=WILMU&cws=51&rid=1689