General Summary of Position:
This 6-month (18-37.5 hours/ week) temporary position supports the Academic Advisors on UMass Lowell’s Online Undergraduate Student Success team. Duties include advising case management, call campaign support, student meetings, and other proactive outreach that support matriculated online adult learners throughout the academic lifecycle. The person in this role must confidently and accurately leverage data and student success reports to identify and prioritize student needs. The successful candidate will promote optimism, collaboration, respect, solutions-focused dialogue, and exceptional service to everyone. Please note this is a 6-month contract with the possibility to renew, per departmental needs.
Job Responsibilities Include:
- Transition students from Admissions to Academic Advising.
- Provide course suggestions and accurate degree planning to online student population.
- Accurately interpret academic policies and follow all internal business processes as determined and documented by Management.
- Own student issues until they are fully resolved and keep the student and other stakeholders informed throughout the process.
- Employ strong active listening and interviewing skills to provide students with a professional evaluation of their academic support needs.
- Outreach to high-need student populations, monitor their academic progress, and intervene as necessary to assist those students having difficulty.
- Actively participate in initiatives geared towards student success, the student experience, and the achievement of all departmental goals, including yield and retention targets.
- Utilize CRM reports and dashboards to guide strategic outreach and student support campaigns.
- Participate in new student orientations and program related webinars
- Meet all service level agreements (SLA’s) for student support.
- Document student services and case management records in CRM and utilize all required systems including Five 9, Salesforce, PeopleSoft, Softdocs, Slate, Zoom etc.
- Establish cooperative and collaborative relationships with faculty, staff and other internal customers.
Minimum Qualifications (Required):
- Bachelor’s degree and demonstrated experience in:
- Academic or Career Advising Services, or a Customer Service and/or Sales-related position
- Able to master the various technologies used by the department, including but not limited to: Internet-based phone system, Student Information Systems, CRM and others
- Ability to motivate and engage students in persisting and completing their programs
- Ability to model outstanding student-centered, customer service focused department culture
- Must be comfortable with making frequent phone calls for enrollment purposes and student support
- Demonstrated ability in the use of spreadsheets as well all components of Microsoft Office
- Superior organizational and time management skills
Additional Considerations:
- Experience providing advising services to online, non-traditional college students preferred
- Demonstrated skills and qualities that support a student-centric, customer service-focused culture.
- Ability to understand and effectively communicate academic and administrative policies.
- Demonstrated ability to handle multiple tasks simultaneously and work independently.
- Higher Education Experience preferred
- Master’s degree preferred
* A combination of education and experience will be considered.
Special Instructions to Applicants:
Initial review of applications will begin immediately and continue until the position is filled. However, the position may close when an adequate number of qualified applicants is received.
This is a part-time, temporary, non-unit, non-benefited position.
Please include a resume and cover letter with your application. Names and contact information of three references will be required during the application process.
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