Job no : 523168

Position type : Staff Full Time

Benefit Status : Benefited-Union

Campus : UMass Lowell

Department : Grad & Professional Studies

Salary : Salary commensurate with experience and grade / range

Applications Open : May 16 2024

Applications Close : Open until filled

General Summary of Position :

This position requires an advanced, developmental, analytical, and proactive problem-solving approach to overall student success for an online, non-traditional student population.

Candidate should have outstanding customer service and relationship building skills, high comfort level with technology, and the ability to quickly learn new processes and systems.

Essential Job Duties :

Provide Coaching to High Priority Students & General Academic Advising Services to caseload :

Coaching :

• Comprehensive coaching to include evaluating the needs of pre-identified high-priority students and developing targeted interventions in partnership with the student that address academic challenges, with the goal of empowering the student in their education.
• Monitor academic progress and evaluate the efficacy of the intervention in partnership with the student.
• Implement broad proactive interventions throughout the semester and student lifecycle increasing the yield and retention of high-priority students

Academic Advising :

Maintain knowledge of courses / majors offered, prerequisites, general education and graduation requirements, and university policies and procedures.

Participate in cross-training to gain expertise in advising all degree and certificate programs. Understand and effectively communicate academic and administrative policies.

Evaluate incoming student records acting as a quality check on transfer credits, academic petitions, and academic exceptions.

Provide timely follow-up and case management on all related advisement report questions / concerns.

• Build advising relationships with students and assist students in developing a plan for the completion of their degree.
• Document student interactions in CRM and utilize all required systems including Five 9, Salesforce, PeopleSoft, Document Imaging, Zoom, Teams etc.
• Follow team SOPs and regularly review SOPs, providing feedback on business processes with the goal of continuous improvement to student services.
• Utilize CRM reports and dashboards to guide strategic outreach and student support campaigns for your assigned caseload.
• Collaborate with Admissions, The Solution Center, Registrar, financial aid, and other campus offices to resolve barriers to success and ensure students receive timely information, support, and guidance.

Establish cooperative and collaborative relationships with faculty, staff, and internal customers.

• Demonstrate skills and qualities that support a student-centric, customer service-focused culture.
• Own student issues until they are fully resolved and keep the student and other stakeholders informed throughout the process.
• Actively participate in proactive outreach, marketing campaigns and degree planning to support student, yield, retention, and success.
• Meet all service level agreements (SLA’s) for student support.

Student Success Programming and Resources :

• Develop and implement student success workshops, courses, and webinars on topics such as transitioning to college, locus of control, time management, and study skills.
• With the Assistant Director, implement a communication plan that covers important skills and milestones for success.
• Demonstrate an openness and enthusiasm for implementing new ideas and methods.
• Collaborate with colleagues and take the lead to create and maintain various informational materials, handbooks, guides, and other advising resources for faculty, staff, and students.

The job also requires an ability to work with diverse student populations, faculty, staff and the public and establish and maintain cooperative working relationships with a variety of individuals and offices across campus.

Must also be sensitive to the needs of diverse student populations, such as non-traditional and minority students and students with disabilities. Confidentiality.

Other Job Duties :

Performs other related duties as assigned

Working Conditions :

Monday through Friday four days and one mandatory evening, with ability to work nights / weekends as the business needs dictate.

This is an on-site position located at the UML campus.

General business hours are Monday Thursday, 8 : 30 a.m. to 8 : 00 p.m. and Friday, 8 : 30 a.m. to 5 : 00 p.m.

Minimum Qualifications (Required) :

• Master’s degree
• 2 years of experience in higher education advising, admissions, career counseling, customer service or another related role
• Bachelor’s degree
• 5 years of experience in academic advising, admissions, career counseling, customer services or another related role
• Able to master the various technology used by the department including but not limited to : Internet based phone system, Student Information Systems, CRM and others
• Ability to motivate and engage students in persisting and completing their programs
• Ability to model outstanding student centered, customer service focused department culture
• Must be comfortable with making frequent phone calls for enrollment purposes and student support
• Demonstrated ability in the use of spreadsheets as well all components of Microsoft Office

• Demonstrated ability to handle multiple tasks simultaneously and work independently
• Excellent organizational and customer service skills
• Requires independent thinking as well as following established University guidelines
• Works with supervisor, faculty coordinators, and faculty as needed
• Work requires independent thinking as well as following established University guidelines
• Strive to put student success first and exemplify the mission of the University and Division in all internal and external interactions
• Maintain an environment that is welcoming to persons of all backgrounds, nationalities, and roles
• Must have the ability to work well under pressure and set priorities
• Excellent writing ability
• Demonstrated ability to perform in a fast-paced, high-volume environment

Special Instructions to Applicants :

Only Internal Professional (SEIU 888 Professional Union) Bargaining candidates will be considered during the first 10 business days of the posting.

All other candidates will be considered after that period.

This is an SEIU Professional Union position, Grade P16.

Initial review of applications will begin immediately and continue until the position is filled. However, the position may close when an adequate number of qualified applications is received.

Please include a resume and cover letter with your application. Names and contact information of three references will be required at the time of application.

Last updated : 2024-05-20