Online Programs Student Services Specialist

Marian University • Indianapolis, IN

6d • Remote

About The Position

As a part of a diverse community of faculty and staff who represent many faith systems and worldviews, Marian University is seeking qualified applicants for an Online Student Services Specialist to join its online team. The Online Student Services Specialist will promote our Catholic Franciscan mission and identity by serving as a primary point of contact and advocate for students enrolled in Marian University Online programs, guiding students from initial enrollment through graduation with a focus on retention, persistence, and meaningful student outcomes. The role owns proactive outreach, retention and yielding efforts, student support referrals, and timely documentation, while collaborating with admissions, faculty, program managers, and campus partners to provide a seamless student experience. As a individual contributor, the position models best practices, contributes to process improvement, and operates independently with strong accountability for outcomes. The Online Program Student Services Specialist will report to the Assistant Director of Online Operations.

Requirements

• Bachelor's degree.
• Advanced knowledge and experience with an SIS and CRM
• 2-5 years of progressive experience in academic advising, student-services, retention and online education
• Demonstrated ability to manage a student caseload with consistent follow-through, attention to detail, and timely documentation.
• Ability to work independently, self-manage competing priorities, and meet deadlines without close oversight.
• Strong quantitative and analytical abilities.
• Experience with yielding, enrollment support or recruitment outreach.
• Ability to adapt to changing expectations.
• Ability to maintain confidentiality and communicate effectively with diverse teams.
• Strong technical/computer skills, good analytical skills.
• Excellent verbal and written communication skills.

Nice To Haves

• Master’s degree preferred.

Responsibilities

• Actively engage the Catholic Franciscan mission and identity of Marian University by modeling the Franciscan Sponsorship Values and honoring the legacy of the founding congregation through transformative education, unity in diversity, leadership through service, integrating faith and life, and institutional policies.
• Serve as the primary academic advisor and success advocate for an assigned caseload; conduct initial and follow-up advising appointments; guide degree planning, registration, academic expectations, and technology navigation; identify barriers; coordinate referrals to tutoring, student success coaching, financial aid, disability accommodations, counseling, and other resources; and maintain timely, accurate student documentation.
• Monitor student engagement, academic performance, enrollment status, and at-risk indicators; develop weekly caseload lists and intervention plans; conduct proactive email, phone, and virtual outreach; document contacts, outcomes, and follow-up actions; and track retention activity and outcomes for the assigned caseload.
• Collaborate with admissions and recruitment to yield newly admitted students from acceptance through first enrollment; execute communication plans; conduct initial advising meetings with admitted students; remove barriers to enrollment; confirm registration; maintain accurate admitted/enrolled tracking; and identify patterns affecting yield.
• Follow established SOPs and communication and escalation protocols; accurately complete advising notes, outreach logs, case records, and other required documentation within established timelines; participate in supervisor check-ins; provide transparent updates; and identify process gaps and propose solutions.
• Collaborate with admissions, registrar, financial aid, business office, faculty, program managers, and other campus partners to resolve student issues; coordinate and follow through on student support referrals; participate in team meetings, training, and professional development; and represent Marian University Online professionally while modeling the Catholic Franciscan mission.
• Provide user system documentation or training programs as needed.
• Assess organizational needs and recommend improvements or new systems.
• Support institutional goals by performing additional duties as assigned.

Benefits

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level