Under general supervision, the Academic Advisor I, provides academic advisement and student service support throughout the student’s lifecycle. As the student’s liaison to the University, the Academic Advisor I, educates students about policies, procedures and requirements at the University to ensure students clearly understand them and have the support needed to succeed. The Academic Advisor I, focuses on cultivating student development and empowering students to persist through individualized engagement and course planning. An Academic Advisor I, employs strong analytical skills to assess and evaluate student needs and provides holistic approaches to advising leveraging multiple support resources and referral mechanisms.
Maintains an active student caseload
- Systematically contact newly enrolled students to establish rapport and maintain communication and support expectations.
- Assist students with class scheduling (adds, drops, and withdrawals) and provide guidance with enrollment related issues (pre-requisites, holds, status, etc.).
- Participate in daily retention activities working in coordination with the Academic Counselor and Director implementing different strategies to improve retention.
- Discuss basic career advising and goal setting (i.e., career paths, appropriate majors, etc.)
- Provide proactive engagement through student success campaigns to targeted student populations to support progression, leveraging data-driven and holistic interventions.
- Communicate with students in a culturally inclusive and competent manner
- Support current student communication queues across all channels including telephony, chat, SMS and email providing students with institutional resources and information
- Facilitate appropriate referrals to other departments and campus resources including but not limited to student finance, career services, tutoring and other academic departments.
- Thoroughly document all student engagement and communications within CRM
- Escalate or de-escalate complex student issues and questions
- Make informed decisions and apply sound judgment to independently support assigned student caseload
- Establish and maintain professional working relationships across internal departments to ensure students benefit from a variety of professional knowledge and perspectives.
- Must understand and follow five9 recording procedures and disclosures when operating in the call system.
Education & Experience
- Bachelor’s degree in Business Administration or related field required; and, 1-2 years’ experience in admissions, counseling, student services or customer service-related field; or, equivalent combination of education and experience.
- Enterprise Resource Planning software such as Customer Relationship Management (CRM) or Student Information System (SIS) experience, highly desirable.
Technical / Functional Skills
- Strong customer service skills and a desire to work in this capacity.
- Flexible and dependable team player.
- Knowledge of and willingness to learn and work with technology; specifically, word processing environments, internet navigation, database management, SMS, Live Chat, and e-mail correspondence.
- Knowledge of the National University and its programs.
- Knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook, SharePoint).
- Telephony software use and dexterity.
- Math skills.
- Excellent communication and public speaking.
- Coachable and adaptable to change.
- Ability to work independently.
- Ability to prioritize work.
- Ability to work in a fast-paced environment.
This position operates in a remote, home office environment. This role routinely uses standard office equipment such as computers, printers, and phones.
- Good working environment with the absence of disagreeable conditions.
- The noise level in the work environment is usually moderate.
- Regular and reliable attendance is required.
National University will not sponsor applicants for work visas.
The National University System is committed to maintaining a high-quality, diverse workforce representative of the populations we serve. As a network of nonprofit educational institutions, the System employs more than 3,300 faculty and staff and serves over 41,000 students. We are united in our mission to meet the global education demands of the 21st Century and are dedicated to creating a supportive academic and work environment that allows for students, faculty and staff to develop their interests and talents while experiencing a sense of community and a commitment to diversity. With programs available both online and at our many campus locations, the National University System is a leader in creating innovative solutions to education and meeting the needs of our diverse student population, including adult learners and working professionals.
The National University System offers a comprehensive benefits package, competitive salaries, and an opportunity to work in an innovative environment that supports diversity. It is our policy to provide equal employment opportunities for all applicants and employees. The System does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), national origin, ancestry, age, physical disability, mental disability, medical condition, family care status, veteran status, marital status, sexual orientation or any other basis protected by state of federal laws.