Student Support Advisor - Iselin, NJ Hybrid

Devry University•Woodbridge Township, NJ

9d•Hybrid

About The Position

The Student Support Advisor supports students throughout their educational journey by providing proactive, prompt, and accurate guidance on financial, academic, and service-related matters. The role builds personalized relationships, monitors students’ financial and academic progress, advocates for students, and connects them with resources and support services to help them reach graduation. Advisors work collaboratively with faculty and staff and encourage students to take ownership of their educational goals. Working in a structured, fast-paced call center environment, the advisor provides support through incoming and outgoing calls, chats, personalized emails, and SMS. The role includes assisting new students with enrollment and financial planning, advising on academic and financial aid matters, identifying potential barriers to student success, and documenting all student interactions. Advisors use institutional systems and data to support accurate advising and are expected to meet or exceed service-level metrics. The first six weeks of training require daily attendance and a 9:00 AM–6:00 PM schedule. After training, assigned schedules are permanent and may include 11:00 AM–8:00 PM, 10:00 AM–7:00 PM, or 9:00 AM–6:00 PM Eastern shifts, along with one to two Saturdays per month from 9:00 AM–1:00 PM. During weeks one and four of each eight-week session, colleagues are required to work onsite twice per week for their 9:00 AM–6:00 PM shifts. The role requires a distraction-free work environment, extended desk and computer work, and a hardwired DSL or cable internet connection for home-office work.

Requirements

Some college coursework.
At least one year of exceptional customer service experience or prior advising experience in an education setting.
Eligible to access and maintain the NSLDS system and not in default of Title IV Federal aid.
Proficiency with Microsoft Office, including Outlook, Word, Excel, and Teams, internet applications, and database software systems.
Ability to complete all assessments in the training program with a passing score.
Ability to analyze complex problems, apply critical thinking, and develop solutions.
Ability to collaborate across departments to support students from application through graduation.
Ability to navigate multiple systems and work effectively in a fast-paced environment.
Ability to adhere to organizational, state, federal, and accrediting-body policies and procedures.
Strong prioritization, time management, problem-solving, attention to detail, and communication skills.
Commitment to customer service, student success, and accountability for service-level metrics.
Ability to work a flexible schedule that includes evening hours and rotating Saturdays, and to consistently work the assigned schedule.
Ability to sit and work at a computer for extended periods.
Ability to maintain a professional, distraction-free work environment without conflicting responsibilities during scheduled hours.
Home office must have DSL or cable internet hardwired to a modem/router via Ethernet and meet minimum required speeds; wireless, satellite, and dial-up service are not acceptable.
Ability to attend training daily for the first six weeks from 9:00 AM to 6:00 PM.
Ability to work the assigned post-training shift and one to two Saturdays per month; onsite attendance is required twice per week during weeks one and four of each eight-week session for specified shifts.

Nice To Haves

Prior experience in a similar role within higher education.
Title IV funding experience.
Knowledge of and experience with online learning.
Experience working in a fast-paced, dynamic call center environment.

Responsibilities

Support new student enrollment by partnering with Admissions, answering student questions, explaining programs and costs, and outlining funding options.
Develop and validate estimated financial plans and establish timelines to help applicants prepare financially for their education.
Maintain knowledge of academic and Title IV financial aid programs, policies, procedures, and applicable institutional, federal, and state requirements.
Monitor student accounts, advise on financial eligibility, and regularly evaluate academic and financial awards.
Identify potential academic and financial obstacles by analyzing student data and work collaboratively with students to address them.
Use data and systems to track accurate enrollment, persistence, and graduation information.
Recommend relevant resources based on student needs, including self-service tools, new student orientation, and online student communities.
Accurately document and preserve information by recording all interactions in the designated institutional system.
Evaluate complex academic and financial situations throughout the student life cycle using discretion and independent judgment.
Provide support through incoming and outgoing calls, chats, personalized emails, and SMS.
Meet and exceed service-level metrics while providing customer service in line with the organization’s Culture of Care.