Academic Advisor, GPS (Temporary)

UMass Lowell•Lowell, MA

About The Position

General Summary of Position: This full-time temporary position provides academic advising, personalized case management and support to online adult learners throughout the matriculated student academic lifecycle. The person in this role must confidently and accurately leverage data and student success reports to identify and prioritize student needs. Assists with projects and initiatives that support the achievement of departmental goals. Actively contributes to deliver a working environment that promotes optimism, collaboration, respect, solutions focused dialogue, and exceptional service to everyone. Job Duties: Academic Advising: Demonstrate skills and qualities that support a student-centric, customer service focused culture. Understand and effectively communicate academic and administrative policies. Transition students from the Admissions process to Academic Advising by meeting with each student and completing intake and onboarding process. Own student issues until they are fully resolved and keep the student and other stakeholders informed throughout the process. Meet with students individually and in groups, regularly throughout the year. Employ strong active listening and interviewing skills in order to provide students with a professional evaluation of their academic support needs. Actively utilize and maintain reports of student performance, attendance, registration patterns and more to inform outreach strategies and early intervention support. Build advising relationships and case management with students within assigned caseload and degree programs. Actively participate in proactive outreach and degree planning to support student retention and success. Outreach to at-risk student populations, monitor their academic progress, and intervene as necessary to assist those students having difficulty. 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, Document Imaging, Skype, Zoom etc. 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 for your assigned caseload. Participate in new student orientations and program related webinars. Participate in cross-training to gain expertise in advising all degree and certificate programs. Establish cooperative and collaborative relationships with faculty, staff and other internal customers. Follow all internal business processes as determined and documented by Management Programming and Resource Development: Assist with student success themed webinars, prospective student events, graduation activities and other special projects. Develop and maintain a student success toolkit with resources and tips that are relevant to the adult learner. Additional Responsibilities: Assist with the training of new hires on advising responsibilities. Actively seek professional development opportunities specific to and complementary to your job functions. Collaborate with website design team and marketing to ensure that website information is updated and correct. Help to promote marketing campaigns.

Requirements

Bachelor’s degree
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
Demonstrated ability to handle multiple tasks simultaneously and work independently
Excellent organizational and customer service skills
Requires independent thinking as well as following established University guidelines
Strive to put student success first and exemplify the mission of the University and Division in all internal and external interactions
Maintain an environment that is welcoming to persons of all backgrounds, nationalities, and roles

Nice To Haves

Experience providing advising services to online, non-traditional college level students preferred
Higher Education Experience preferred
Master’s degree preferred
A combination of education and experience will be considered.

Responsibilities

Provide academic advising, personalized case management and support to online adult learners
Leverage data and student success reports to identify and prioritize student needs
Assist with projects and initiatives that support the achievement of departmental goals
Transition students from the Admissions process to Academic Advising
Meet with students individually and in groups
Actively utilize and maintain reports of student performance, attendance, registration patterns
Build advising relationships and case management with students within assigned caseload and degree programs
Participate in proactive outreach and degree planning to support student retention and success
Outreach to at-risk student populations, monitor their academic progress, and intervene as necessary to assist those students having difficulty
Document student services and case management records in CRM
Participate in new student orientations and program related webinars
Establish cooperative and collaborative relationships with faculty, staff and other internal customers
Assist with student success themed webinars, prospective student events, graduation activities and other special projects
Develop and maintain a student success toolkit with resources and tips that are relevant to the adult learner
Assist with the training of new hires on advising responsibilities
Collaborate with website design team and marketing to ensure that website information is updated and correct
Help to promote marketing campaigns