What are the responsibilities and job description for the Student Services Specialist position at Western Carolina University?
The primary location of this position is on-site in Cullowhee, NC.
The Office of Student Retention (OSR) delivers evidence-based, data-informed interventions to support student success. The Student Services Specialist advances this work by supporting academic progress and enrollment campaigns, maintaining clear communication through tools like Navigate and the office inbox with empathetic, policy-aligned support. They collaborate with campus partners to resolve complex cases and assist with key academic processes such as appeals, academic standing, and withdrawals. The SSS also supports assessment efforts, administrative tasks, and workflow improvements that strengthen student support systems.
What You’ll Do:
The Office of Student Retention (OSR) delivers evidence-based, data-informed interventions to support student success. The Student Services Specialist advances this work by supporting academic progress and enrollment campaigns, maintaining clear communication through tools like Navigate and the office inbox with empathetic, policy-aligned support. They collaborate with campus partners to resolve complex cases and assist with key academic processes such as appeals, academic standing, and withdrawals. The SSS also supports assessment efforts, administrative tasks, and workflow improvements that strengthen student support systems.
What You’ll Do:
- Coordinating appeals, academic standing, and term withdrawal processes
- Guide and improve outreach initiatives to provide proactive support, including 5th Week Grade outreach and re-enrollment campaigns, ensuring clear communication and effective implementation.
- Providing accurate, empathetic, and policy-compliant guidance to students, faculty, and families through office inbox, phone calls, and walk-in assistance
- Collaborate across campus to design, implement, and evaluate retention and persistence initiatives.
- Collect, analyze, and apply assessment data to improve programming; develop templates and tools to communicate and support assessment goals.
- Partner with IT and other units to identify at-risk students, streamline workflows, improve forms, automate processes, and enhance efficiency.
- Communicate clearly and empathetically in sensitive situations, ensuring students and families understand their options and next steps.
Knowledge, Skills, & Abilities Required for this Position
- Knowledge of student success and retention practices within a higher education setting
- Ability to interpret academic policies and apply them consistently with sound judgment
- Strong written and verbal communication skills, including empathetic communication in sensitive situations
- Analytical and problem-solving skills to use student data to inform outreach and interventions
- Ability to collaborate effectively across campus and manage multiple priorities efficiently
Minimum Qualifications
Bachelor’s degree; or equivalent combination of training and experience. All degrees must be received from appropriately accredited institutions.
Anticipated Hiring Range
$42,000-$44,000
Position Type
Permanent Full-Time
Number of Hours per Week
40
Number of Months per Year
12
Salary Band Range
$33,540 - $90,156
Salary Grade
For administrative purposes during the implementation of Career Banding this Journey level position is considered a Salary Grade 67
Posting Text
Open Date
12/22/2025
Close Date
01/19/2026
Open Until Filled
No
Special Instructions to Applicants
Applicants must apply online in order to be considered. Please include a cover letter, resume, and a list of references (with complete contact information).
Applicants claiming Veteran’s preference must upload a copy of their DD-214.
PLEASE COMPLETE ALL AREAS OF THE APPLICATION. INCOMPLETE APPLICATIONS MAY NOT BE GIVEN CONSIDERATION IN THE REVIEW PROCESS.
If no applicants apply, who meet the required Knowledge, Skills, Abilities/Competencies and Training and Experience requirements, then management may consider other applicants.
All new hires into positions subject to the State Human Resources Act (SHRA) will serve a 12 month probationary period as defined by the North Carolina Office of State Human Resources (OSHR).
Applicants claiming Veteran’s preference must upload a copy of their DD-214.
PLEASE COMPLETE ALL AREAS OF THE APPLICATION. INCOMPLETE APPLICATIONS MAY NOT BE GIVEN CONSIDERATION IN THE REVIEW PROCESS.
If no applicants apply, who meet the required Knowledge, Skills, Abilities/Competencies and Training and Experience requirements, then management may consider other applicants.
All new hires into positions subject to the State Human Resources Act (SHRA) will serve a 12 month probationary period as defined by the North Carolina Office of State Human Resources (OSHR).
Background/E-Verify
Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks.
Western Carolina University uses E-Verify to confirm employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify. Proper documentation of identity and employability are required at the time of employment.
Western Carolina University uses E-Verify to confirm employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify. Proper documentation of identity and employability are required at the time of employment.
Credential Verification
All new employees are required to have listed credentials/degrees verified within 30 days of employment. All new employees who will be teaching are required to provide official transcripts within 30 days of employment. Transcripts should be provided for the highest earned degree and/or the degree which is being used to satisfy credential/qualification requirements.
EOE
Western Carolina University is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race; color; ethnicity; religion; sex; pregnancy; sexual orientation; gender identity or expression; national origin; age; disability; genetic information; political affiliation; National Guard or veteran status, consistent with applicable federal, state and local laws, regulations, and policies, and the policies of The University of North Carolina. Persons with disabilities requiring accommodations in the application and interview process please call (828) 227-7218 or email at jobs@email.wcu.edu.
University Safety
The Western Carolina University Annual Safety Report is available online at University Annual Safety Report or in hard-copy by request at the office of the Vice Chancellor for Student Affairs, 227 HFR Administration Building, Cullowhee, NC 28723 (828-227-7147) or the Office of University Police, 111 Camp Annex, Cullowhee, NC 28723 (828-227-7301). The report, required of all universities participating in Title IV student financial aid programs, discusses crime statistics, procedures for reporting suspicious or criminal activity, security, police authority, crime prevention strategies, university policies on substance abuse and sexual offenses, workplace violence and fire safety.
Salary : $33,540 - $90,156