Student Support Advisor - Iselin, NJ Hybrid

DeVry University•Woodbridge Township, NJ

10d•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 advisor builds personalized relationships, monitors students’ financial and academic progress, advocates for students, connects them with resources, addresses concerns, and collaborates with faculty and staff to help students reach graduation. The position operates in a planned, state-of-the-art call center environment and aims to provide one-call resolution while encouraging students to take ownership of their educational goals. Advisors communicate through incoming and outgoing calls, chats, personalized emails, and SMS. The role also supports new-student enrollment, financial planning, student account guidance, and the accurate tracking and documentation of student information. The position is hybrid, with required on-campus attendance during specified weeks and remote-work requirements for the home office. Training lasts six weeks and requires daily attendance from 9:00 a.m. to 6:00 p.m. After training, schedules include shifts of 11:00 a.m.–8:00 p.m., 10:00 a.m.–7:00 p.m., or 9:00 a.m.–6:00 p.m. Eastern Time, plus one or two Saturdays per month from 9:00 a.m.–1:00 p.m., with flex hours during the week. Weeknight and evening availability is required. The advisor must be able to work at a desk on a computer for extended periods and maintain a professional, distraction-free work environment. Remote work requires hardwired DSL or cable internet via Ethernet; wireless, satellite, and dial-up service are not permitted.

Requirements

Some college coursework is required.
At least one year of exceptional customer service experience or prior advising experience in an education setting.
Must be eligible to access and maintain the NSLDS system and must not be in default on Title IV federal aid.
Proficiency with Microsoft Office applications, including Outlook, Word, Excel, and Teams, internet applications, and database software systems.
Must successfully complete all training-program assessments with a passing score.
Must be able to work a flexible schedule that includes weeknights, evening hours, and rotating Saturdays, and reliably work the assigned schedule.
Must be able to sit and work at a computer for extended periods.
Must maintain a professional, distraction-free work environment without conflicting responsibilities during scheduled hours.
For remote work, must have DSL or cable internet hardwired to a modem/router via Ethernet and meeting minimum required speeds; wireless, satellite, and dial-up services are not permitted.
Strong critical thinking, analysis, problem-solving, prioritization, time-management, communication, and attention-to-detail skills.
Ability to navigate multiple systems and work effectively in a fast-paced environment.
Strong customer-service commitment and passion for supporting student success.
Must follow organizational, state, federal, and accrediting-body policies and procedures.
Must understand university programs, prerequisites, course materials, and academic engagement to support student success, persistence, and program completion.
Must be accountable for meeting and exceeding service-level metrics.

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 the new-student enrollment process in partnership with Admissions by answering questions and explaining programs, costs, and funding options.
Develop and validate estimated financial plans and establish timelines to help applicants prepare financially for enrollment.
Maintain a thorough understanding of academic and Title IV financial aid programs, institutional policies, procedures, and applicable federal and state regulations.
Monitor student accounts, explain financial eligibility, and regularly evaluate academic and financial awards.
Identify potential academic and financial obstacles by analyzing student data and work with students to address them.
Use data and systems to track accurate enrollment, persistence, and graduation information.
Recommend appropriate resources based on student needs, including self-service tools, new student orientation, and the online student community.
Document and preserve information by recording interactions in the designated institutional system.
Evaluate complex academic and financial situations throughout the student life cycle using discretion and independent judgment.
Collaborate with other departments to provide a strong student experience from application through graduation.
Meet and exceed service-level metrics while providing timely, accurate, and high-quality student support.