Student Services Retention Specialist & Navigate Administrator - One Stop - Enrollment and Retention

University of Wisconsin Stout•Whitewater, WI

8d•Onsite

About The Position

The One Stop Department in the Division of Enrollment and Retention at the University of Wisconsin-Whitewater seeks a Student Services Retention Specialist & Navigate Administrator (Academic Program Specialist, AE010). Under the supervision of the Assistant Director of the One Stop and Success Coaching, this position supports student success through frontline One Stop services, campus-wide retention initiatives, and system-wide Navigate coordination. The role involves developing and delivering comprehensive training for One Stop student employees, hiring and supervising student staff, and promoting a culture of service excellence across various service environments. The position provides holistic student support, resolves complex inquiries, and troubleshoots issues that may span multiple departments. Additionally, it plays a key role in campus-wide student retention efforts as a member of the Committee on Cohort Retention (CCR), supporting the implementation and assessment of retention interventions and contributing to data analysis. As part of the Navigate team, the position supports the effective use of the Navigate Student Success Platform, including managing alerts, cases, and communication channels, providing user support and training, and identifying process improvements.

Requirements

Earned Bachelor’s degree
Minimum one-year professional and/or graduate student experience in a customer service related position within high education
Minimum one-year professional and/or graduate student experience in administrative duties and/or office management within higher education
Strong written communication and verbal skills
Ability to interact respectfully with people with diverse socioeconomic, cultural and ethnic backgrounds
Willingness and ability to be an active participant in following applicable safety rules and regulations including necessary training and drills.

Nice To Haves

Excellent interpersonal and organization skills
Excellent attention to detail
Experience working with university students, family/support individuals
Experience with use of CRM (customer relationship management) systems and Student Success Platforms (example: Navigate360)
Familiarity with student information systems, particularly PeopleSoft
Effective interpersonal skills and ability to establish positive relationships with students, staff and faculty
Experience with supervising student employees

Responsibilities

Develop, maintain, and regularly update training materials and resources for One Stop student employees, including online resources and shared platforms.
Support the daily front-line operations of the One Stop, providing timely, accurate, and student-centered service.
Collaborate with campus partners to create on-going training opportunities for One Stop student employees.
Ensure all actions are aligned with the University vision, mission, goals, and strategic plans.
Provide superior customer service and timely, accurate problem resolution to students, families, and other members of the University community.
Provide information, answer questions, facilitate transactions, and assist with problem resolution related to registration, enrollment, financial aid, student academic records, student financial accounts, continuing education programming, and other student-support resources.
Advise students and families regarding the Family Educational Rights and Privacy Act (FERPA) and related University policies and procedures.
Ensure One Stop services and interactions are aligned with applicable University policies and procedures and support the University's vision, mission, goals, and strategic priorities.
Assist students with questions regarding their student accounts, including payments, holds, financial accounts, refunds, and related processes.
Guide students, parents, and other authorized individuals through online payment and other student account processes.
Provide general financial aid information in accordance with applicable federal and state laws, regulations, University policies, and procedures.
Troubleshoot registration errors and system issues and assist students with registration-related questions and concerns.
Assist students in understanding their academic records and transcripts and provide information regarding enrollment and academic record processes.
Explain holds placed on student accounts and assist students in understanding the steps required to resolve or remove applicable holds.
Provide general information regarding University services, resources, policies, procedures, and processes and connect students with appropriate campus offices when additional assistance is needed.
Assist students with navigating the University website and locating online resources, forms, services, and information.
During peak enrollment and high-volume periods, provide comprehensive customer service through multiple service channels, including email, telephone, and in-person interactions, while managing complex and high-volume student inquiries.
Serve as the scribe for Committee on Cohort Retention (CCR) meetings, documenting key discussions and action items, communicating follow-up items to appropriate individuals in a timely manner, and maintaining a running log of future intervention and retention ideas.
Input, maintain, and analyze CCR data to assess and demonstrate the impact of retention interventions across the cohort.
Participate in targeted retention interventions as a member of the One Stop, supporting outreach and engagement efforts with identified students.
Coordinate communication and follow-up with campus partners involved in CCR interventions, helping ensure students receive timely and coordinated support.
Contribute to the assessment and reporting of CCR efforts by helping summarize intervention outcomes, identify successful practices, and make recommendations for future retention strategies.
Assist with the alerts and cases management process involving students experiencing academic and/or personal challenges to their success.
Input, maintain, and analyze data in confidential databases and transfer data as needed.
Provide ongoing training and updated documents to the campus community related to software updates, enhancements, and targeted initiatives.
Collaborate with the Navigate Team and assist with planning and implementation of new features, units, and access as appropriate.
Review and update the Navigate AI database and tools as needed.
May supervise the day to day activities of one or more academic programs and resolves issues exercising discretion to meet unit goals.
Utilizes independent judgement regarding development, implementation, promotion, and evaluation for one or more academic programs, initiatives, or events.
Identifies program needs, contributes to the development of unit workflows, schedules logistics and secures resources for meetings, events, and interviews.
Coordinates program components and evaluates program effectiveness and provides recommendations for improvement.