Job description

Monroe College

Student Services Advisor, Online Division

Reports to Director of Online Student Services and the Vice President of Community and Corporate Outreach

Job Summary

Monroe College’s Online Division is seeking a full-time Student Services Advisor, reporting to the Director of Online Student Services and the VP of Community and Corporate Outreach, to work directly with our current online student population advising them on degree program requirements, course selection and the financial aid application process. This position assists students (both locally and internationally) across multiple time zones towards successful degree completion. This Student Services Advisor position includes working on Saturdays and evening hours. This is a 100% remote position; this position may require attending some onsite events or functions.

Primary Duties and Responsibilities:

1. Answers student questions via telephone, email while documenting details in student's record. You will discuss the following topics with students: course registration, financial aid requirements, weekly attendance, academic progress, transfer credits, life/school balance, available student resources, faculty concerns, and other student needs.

2. Manages student caseload; building advisor/student relationships, identifying academic and/or financial concerns and providing solutions for course completion when students face obstacles preventing them to complete their courses.

3. Maintains student files and records; documents student information into internal database.

4. Initiates outbound calls to assess early intervention needs and persuasively challenge students to successful continuation and academic excellence.

5. Implements a three-semester academic plan and monitors student schedules to ensure only applicable courses related to degree are selected and satisfactory academic performance is achieved.

6. Serves as a student advocate to assist students in navigating through academic policies and procedures.

7. Communicate and meet regularly with the Academic team (Dean, Chairperson, and faculty) to address the academic advising needs of student caseload.

8. Analyzes, organizes, and updates reports, spreadsheets, and templates for effective time management, accurate data integrity, efficient student communication, and student retention.

9. Facilitates orientation sessions acclimating students to our online course-learning platform.

10. Partners strategically with other departments to facilitate and process time-sensitive student requests and documentation.

11. Prepares and plans for future semesters; collaborates with colleagues on special projects; attends team meetings and training webinars/conference calls.

Qualifications:

1. Bachelor's degree in a related field. A Master’s degree is preferred.

2. Previous experience in Advising, Student Service, Higher Education, Customer Service, or in similar field.

3. Excellent communication and interpersonal skills.

4. The ability to work in a fast-paced work environment with constant telephone, email contact with student on a daily basis.

5. Proficiency in Microsoft Office (Word, Outlook, Excel and PowerPoint).

6. Comfortable with a high level of inbound/outbound calls; proven ability to articulate clearly and persuasively yet professionally with students

7. Interprets and analyzes student data in order to proactively contact students and to achieve monthly retention goals.

8. Displays self-confidence, patience, empathy, and availability while connecting with students; understands and adapts quickly to multi-generational needs and characteristics.

9. Creative, out-of-the box thinker who takes the initiative to find solutions for our online population.

10. Flexible, adaptive to change and teachable; actively locates appropriate resources to assist with unfamiliar situations, is comfortable asking questions, and recognizes and learns from mistakes. Capable of managing disruptions with professionalism.

11. Maintains cohesive working relationships, views conflict positively, and operates with honesty and respect in all communication.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday
• Weekend availability

Work Location: Remote

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