Student Success Advisor (Remote Eligible)

Boise State University • Boise, ID

3d • Remote

About The Position

The Student Success Advisor is integral in creating a cohesive, transparent experience for online students from the time of inquiry to graduation. Works with students to enhance academic planning, student satisfaction, student persistence, and retention. This position may have the opportunity to work remotely, where all work is performed from an approved alternative work location. Candidates in this role must be able to work Monday through Friday, 8:00 am - 5:00 pm (Mountain Time), providing real-time support through Zoom, chat, and email while also completing assigned duties based on priorities. The Division of Extended Studies is on a mission to extend higher education beyond traditional boundaries. Our collaborative teams expand student access and improve student success with innovative programs that reach across our metropolitan area, Idaho and beyond. We facilitate online education, community-based programs, concurrent enrollment at high schools, summer sessions, continuing education programs and other lifelong learning options. The Boise State Online advising team works with online and flex students throughout their entire educational journey. We care deeply about providing both fully online and flex students with a positive advising experience from admission to graduation. Our team onboards students to Boise State, supports them during their time at the university, and celebrates with them at graduation. We treat each student as a unique individual, empowering and equipping them with the information and tools they need to reach their goals. We care deeply about student success and meet students where they are at to help them reach their goals.

Requirements

• Ability to perform in a manner that is reliable, dedicated, productive, and exhibits strong self-initiative.
• Experience in providing excellent customer service.
• Ability to collaborate and negotiate to achieve a desired outcome, to persuade and motivate others to pursue action.
• Experience in handling difficult and sensitive situations, use sound, independent judgment within general policy and legal guidelines. Defuse tension in customer interactions, should it arise.
• Ability to assimilate and organize material and ideas to communicate effectively in a variety of forms.
• Communicate virtually in a professional manner. Compose written material with a succinct, articulate message free of spelling or grammatical errors.
• Knowledge of and understand the online learning environment.
• Establish and maintain effective working relationships with and elicit cooperation from colleagues, members of external groups, and co-workers on complex issues.
• Ability to preserve the confidentiality of sensitive information.
• Ability to thrive in a dynamic atmosphere and manage multiple projects with competing deadlines.
• Be sensitive to the concerns and needs of diverse student populations.
• Bachelor’s Degree and 2 years of experience or equivalent.
• Master’s degree in an appropriate field from an accredited college or university.
• 2 years of experience in academic advising in a higher education environment.
• 1 year of experience in degree planning and course sequencing in a higher education environment.
• 1 year of experience with PeopleSoft or a similar student information system.
• 1 year of experience with Slate or similar Customer Relations Management (CRM) database.
• 1 year of experience advising military student populations.

Responsibilities

• Serve as an academic advisor for an online degree program. Assist students in course sequencing, registration, adding and dropping courses, university forms and paperwork.
• Advise admitted students through an orientation to Boise State and the academic program, selecting classes, registration, textbook ordering, and preparing for class start-up.
• Track and project student enrollment, degree plan, and degree progression.
• Discuss academic progress as it relates to degree requirements and student interests. Advise students at key points in time while students are enrolled to get a progress update, identify an appropriate degree path, point out critical future deadlines, and gather feedback regarding overall program experience.
• Coach students through academic difficulties, developing a growth mindset and improving academic beliefs and behaviors to achieve success.
• Engage in intentional and continuous efforts to improve service to and coaching of students, which includes improving internal processes, procedures, resources and published content.
• Interpret academic policy, rules and regulations of online program and university as needed.
• Coordinate with the program coordinator, field advisors, faculty and support staff within the online program to provide coordinated support and advising for the student.
• Demonstrate a high level of maturity and independent judgment when working with various constituencies to analyze and evaluate the needs of the student, accurately assess the situation, determine appropriate information and referrals, exercise discretion to resolve issues, and tailor the message to fit each unique situation.
• Maintain professional flexibility to accommodate rapidly changing processes, program information and priorities.
• Provide resources to students regarding how to prepare for taking and being successful in online classes. In addition to web-based orientation regarding online learning, also advise students on time management, communicating in an online setting, and use of Canvas as needed.
• Communicate effectively, proactively and regularly with students using telephone, email, and virtual communication tools.
• Serve as student services advocate by providing accurate information related to registration, graduation, credit transfer, degree requirements, tutoring, financial aid, fee payment, course materials/tests, counseling services and community resources. Refer to service specialists as needed.
• Interpret academic policy, rules and regulations of online and flex programs and university as needed. Solve a variety of student related issues that will involve interpreting policies and procedures, fact-finding, communicating with field experts, creating options, and deciding final action.
• Support the enrollment, retention and graduation goals of the assigned program(s), Extended Studies and the University.
• Serve as a contact and advise individuals who indicate interest in pursuing an online degree program through Boise State University. Providing accurate information regarding the academic program attributes, admissions, financial aid, online education and degree plans.
• Provide advice to prospective students about university policies, programs of study and degree options.
• Be fully informed of Boise State admission policies and procedures to clearly communicate the intricacies of the process to prospective students.
• Follow-up with prospective students on a regular basis, sharing academic degree details, admission materials needed by the university and the academic program and processes that need to be completed.
• Work with applicants, encouraging them to complete university and academic program specific admission requirements.
• Support the Student Success team to provide information for follow-up with prospective students. Coordinate messaging to create uniformity and consistency across the teams.
• Engage in intentional and continuous efforts to improve recruitment of new students who are a good fit for the online and flex programs.
• Successfully develop and maintain positive, collaborative, respect-based relationships with co-workers, customers, and stakeholders within and outside of Boise State, including: online program coordinators, academic department leadership, faculty and support staff; Boise State Enrollment Service Offices, Graduate Admissions and Degree Services, Academic Advising and Enhancement, community college transfer center coordinators and academic advisors, community college administrative staff, and professional educators.
• Complete and balance multiple work projects, respond with adaptability to rapidly changing priorities, and work well under pressure. Proven work performance that is reliable, dedicated, productive and exhibits strong self-initiative.
• Provide effective customer-service and to actively listen and appropriately respond to colleague, stakeholder and supervisor needs/requests.
• Work effectively both independently and cooperatively as a member of a team. Willingness to take direction, remain open and amenable to instruction, and quickly acquire/learn/share new knowledge/skills as needed.
• May perform other duties as needed.

Benefits

• 12 paid holidays
• University is closed between Christmas and New Year's (requires use of 3 vacation days)
• Between 12-24 annual paid vacation days for full-time Professional and Classified staff depending on position type and years of service
• 10.76% University contribution to your ORP retirement fund (Professional and Faculty employees)
• Excellent medical, dental and other health-related insurance coverages
• Tuition fee waiver benefits for employees, spouses and their dependents

What This Job Offers

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