Job Details

Job Location: Palm Beach Atlantic University - West Palm Beach - West Palm Beach, FL

Position Type: Full Time

Salary Range: Undisclosed

Description

JOB DESCRIPTION SUMMARY:

The Student Care Specialist is responsible for providing aid to students in need of support. The specialist also connects students to needed University resources to aid them in their success. The specialist coordinates key communications to students to help them persist and graduate.

JOB RESPONSIBILITIES:

Assists at Risk Students

* Provides support for students who have been identified as "at-risk" for not succeeding, whether through early alerts or other metrics.

* Receives early alerts and refers them to the appropriate personnel daily.

* Coordinates follow-up with care counselors.

* Uses early alerts to bring students to the attention of the Student Care and Concerns Committee.

* Serves as the Minute Taker and Log Manager for the Student Care and Concerns Committee.

* Coordinates with the appropriate University personnel to obtain information to help students persist, whether that is through additional financial aid, or connection to other resources.

* Meets with students who intend to withdraw from PBA and conducts exit interviews. Maintains logs of these requests. Analyzes exit data for trends.

* Prepares reports and summaries on the student experience, as needed.

Coordinates Student Messaging

* Organizes and maintains a messaging master calendar, and coordinates with other University offices to ensure clear, concise, and consistent communication with students.

* Ensures that key messaging to students is communicated through multiple channels: chatbot, Chapel announcements, emails, digital signage, physical signage.

* Provides oversight for student distribution lists/listserv.

* Functions as a liaison with Mainstay (chatbot vendor).

* Researches and implements best practices in chatbot utilization.

* Writes chatbot messaging according to specified style guidelines and within University's brand personality.

* Monitors incoming chatbot messages for problems or questions that need updated answers and responds to students on behalf of PBA.

* Updates chatbot knowledge base as needed.

Provides periodic support, as needed, to student facing offices across the University

* Provides temporary support to student facing offices across the University during high traffic times. For example: Provides support to Financial Aid by conducting outreach to students who have not yet filed a FAFSA for the upcoming school year or haven't acted on their aid offers by a certain date.

* Follows up with students who have made a housing selection but have not completed course registration; makes phone calls on behalf of Career Development to encourage completion of the Grad Outcomes Survey.

* Engages with and assists students who have not completed the Enrollment Checklist.

JOB FACTORS AND REQUIREMENTS:

* Bachelor's degree required

* Possesses strong analytical and communication skills are an essential element of the position.

* Demonstrates sensitivity to the concerns and needs of a diverse student population.

* Manifests sound decision-making and problem-solving abilities; ability to work strategically by prioritizing competing demands.

* Shows a high level of professionalism, initiative, resourcefulness, and personal accountability.

* Gives attention to detail and adaptability to a changing environment is extremely important as well as dependability.

* Handles information of sensitive and confidential nature in the utmost professional manner.

INSTITUIONAL ALIGNMENT:

* Demonstrates a commitment to the university's purpose, mission, and affirms its Guiding Principles as a Christ-First (evangelical) institution. Lives a life consistent with and not contrary to the biblical values found in the Employee Handbook. In addition, they will be an active member (or attender) of a local church. Cultivates a Christ-First, grace-filled university community where members of all races and ethnicities are recognized, loved, and respected.

Qualifications