The Advisor retains students from the point of enrollment to program completion and drives persistence through clinical or professional placements. The Advisor is responsible for providing outreach to students via multiple methods to support their successful completion of programmatic and placement requirements.
Essential Duties & Responsibilities
- Completes outreach via phone, email, and text message as outlined by program-specific engagement strategies.
- Responds to student inquiries via phone, email, and text message.
- Collaborates with Enrollment Advisor to successfully onboard new students as required by program.
- Documents all student communication and maintains relevant data points in CRM and other systems.
- Documents relevant communication with cross-functional team members and performs any required action items.
- Understands the fluctuations of their student population and works with Associate Director to achieve retention and placement goals.
- Confirms final student and enrollment numbers at close of term for Enrollment Verification.
- Conducts outreach around key progress markers for students, including registration, participation, clearance completion, grades, and at-risk indicators.
- Communicates with university partner faculty or advisor contacts via email as appropriate within designated timeframe.
- Provides timely escalations to Associate Director for communication to university partner or internal stakeholders.
Education
- Bachelor’s degree required
Experience
- At least 1-2 years of related experience (i.e., Student Advising, Call Center, In/Out Bound, Customer Service) required.
- Experience working in higher education or similar environment preferred.
Core Competencies
- Understands the needs and challenges faced by adult learners.
- A passion for excellence and adaptability.
- Excellent written and verbal communication skills.
- Ability to multitask, prioritize, and deal with ambiguity.
- Aptitude to research, critically think about, and analyze student records and policy for resolution.
- A strong attention to detail including skills in record keeping and records management.
- Strong interpersonal, problem solving, and customer service skills.
- Outstanding listening and comprehension skills.
- A genuine interest and commitment to help students achieve their goals.
- Ability to work independently in the absence of supervision.
- Communication Skills: Written and oral communications are clear, organized, and effective; listens and comprehends well.
- Reliability/Dependability: Consistently performs at a high level; manages time and workload effectively to meet responsibilities.
- Judgment & Decision-Making: Makes thoughtful, well-reasoned decisions; exercises good judgment, resourcefulness, and creativity in problem-solving.
- Initiative & Flexibility: Demonstrates initiative, often seeking out additional responsibility; identifies problems and solutions; thrives on new challenges and adjusts to unexpected changes.
- Cooperation & Teamwork: Respectful of colleagues when working with others and makes valuable contributions to help the group achieve its goals
Technical Abilities
- Intermediate proficiency with Microsoft Office, including Outlook, Excel, and Word.
- Intermediate proficiency with Microsoft Dynamics CRM, InPlace, and assigned university partner Student Information Systems (SIS) and Learning Management Systems (LMS) preferred.
- Familiarity with assigned university partner clearance tracking systems, such as Complio, CastleBranch, etc.
- Comfort using multiple systems daily, navigating between systems, and learning new technology.
