"Baccalaureate Advisor"

The Opportunity:

The Baccalaureate Advisor supports student success, retention, and completion by guiding students to achieve their academic and career goals. The position will provide exceptional customer service to both active and stopped-out students. Advisors will help guide students through their educational experience by planning and processing registrations, monitoring billing and payments, tracking course participation and academic success, assisting with career preparations, advising regarding university policies and expectations, tracking progress towards completion, monitoring stop-out terms, supporting academic success and engagement with the university and program of study by being proficient in general knowledge and responsibilities.

Advisors will proactively engage active and stopped-out students, performing regular outreach through phone calls, texts, emails, and video meetings. As the primary point of contact for all out-of-class needs, this position should be able to address common student questions and de-escalate basic concerns. All student and inter-office communications must be professional and timely. The advisor will maintain regular communications and deploy retention strategies to engage stopped-out students to help them remain connected to their academic and career goals and re-enroll in their program of study. Advisors will be equipped to support any current, stopped-out or reapplying student contacting the university for general assistance.

Day to day responsibilities:

• Retention and Completion
  • Support student success by providing exceptional customer service and guiding students through their educational and career preparation journey.
  • Focus on retention and completion by persistently engaging stopped-out students and supporting reapplies in enrollment to help students meet their academic and career goals.
  • Must have a broad knowledge of university programs, policies, and processes, including FERPA, SAP, the baccalaureate degree programs, military benefits, student resources, and supports, and be highly proficient in assisting with financial aid, billing, and payment options.
  • Help students achieve their academic and career goals by:
    • Accurately registering students for the courses needed in their programs of study
    • Supporting students through term starts (add/drop) by tracking balances, participation and working with students to make payment arrangements for tuition and fees, including financial aid documentation
    • Assist students with career preparations
    • Follow up with university offices and individuals to answer student questions and provide the support needed
    • Tracking participation and academic success in courses
    • Providing students with resources and tools to succeed
    • Reviewing and executing academic plans for students through graduation
    • Celebrating successes and milestones
  • Under the direction of Assistant Deans, support strategies for effective advising and retention efforts.
• Stratus & Communications
  • Must work proficiently in Salesforce/Stratus, maintaining an accurate record of all communications in Stratus and completing tasks related to registration, student questions, and data integrity.
  • Proactively communicate with students through phone calls, texts, emails, and video meetings - other effective technologies as part of the student support process, addressing general questions and de-escalating common concerns.
  • Provide students with excellent customer service and support by responding to inquiries professionally and timely, within 1 business day, with additional attention provided over term start weekends.
  • Answers general phone queries for any matriculated student, regardless of assigned advisor, both registered or stopped out, through completion.
  • Evening and weekend availability to support student needs, and ensuring that there is coverage amongst the team so phone lines are covered until 8 PM EST.
• Promote Unity, its students and goals:
  • Meet or exceed term and annual goals.
  • Support the work of DE Student Success by contributing to improving and documenting processes, scripts, templates and workflows.
  • Understand how to work with non-traditional and adult learners.
  • Be proficient, accurate, and positive in an organization committed to evolving practices that best meet our student needs.
  • Submit timely reports on all retention activities as needed.
  • Proactively communicate challenges, successes, and failures with their supervisors.
  • Participate in training and professional development opportunities to stay current, effective, and efficient.
  • Attend and help organize institutional/DE events such as orientations, open houses, commencement, etc.
  • Promote University enrollment initiatives and student engagement opportunities.

Qualifications

Do you have the skills?

• Bachelor’s degree
• Experience in customer service, sales, student advising or support
• Excellent initiative and organizational skills with the ability to work both autonomously and in a team.
• Great time management skills.
• Excellent oral and written communication skills with strong interpersonal skills.
• Ability and willingness to work with students from diverse political/socioeconomic backgrounds and a wide range of physical and academic abilities.
• Good skills in word processing, spreadsheets and computerized database systems.
• Detail-oriented.
• Personal commitment to the environmental focus and mission of the Institution.
• Ability to function effectively within a matrix organizational structure, maintaining open lines of communication while being discreet, courteous, and well-poised.
• Valid state Driver’s License with a good driving record.

Preferred skills:

• Master’s degree
• Previous experience working with online learning platforms.
• Working knowledge of career services, financial aid, or registrar functions
• Knowledge of database systems such as CRM and SIS, ideally Salesforce
• Exceptional track record in customer service, sales, student advising or support

Are you thinking about applying but unsure if it's the right fit? We encourage you to reach out anyway. We recognize that everyone brings different experiences and skills to the table. Take a chance and submit your application; you might be exactly who we're looking for