Online Student Success Advisor

IMPORTANT APPLICATION INSTRUCTIONS:

• Upload Resume or Curriculum Vitae for automatic population of information to the application.
• The contact information work experience and education listed on your Resume/CV will be parsed and input into your Montclair application.
• Review information and double-check all fields containing information that the system parsed the software is intelligent but you need to verify that the data is accurate.
• In the My Experience section you will find a Resume/CV upload option where you can submit your cover letter and all other supporting documents.

Note: If you have an expansive CV we recommend that you apply manually and only include the positions you have held in the last ten (10) years. You will then be able to attach your Resume/CV as well as all other supporting documentation in the My Experience section of your application.

Job Description

SUMMARY:

Reporting to the Director of Online Student Success the Online Student Success Advisor plays a critical role in supporting Montclair State Universitys online learners throughout their academic journey. As a frontline member of the student success team the Online Student Success Advisor provides proactive high-touch outreach; holistic coaching; academic advising; and guided navigation of university systems policies and resources. The Advisor works closely with faculty university partners and online program leadership to ensure students experience a seamless supportive and empowering path to degree completion. This role is central to building a strong sense of belonging delivering outstanding service and contributing to the Universitys goal of becoming best-in-class in online student retention and success.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Serve as the primary academic advisor for an assigned caseload of online learners providing guidance on academic requirements planning and registration academic policies and student success strategies.

• Engage in proactive outreach based on CRM alerts risk indicators and student behavior to support persistence and remove barriers to success.

• Provide coaching that builds on what students do well and helps them apply it to their study skills time management goal setting worklife balance and effective strategies for online learning.

• Support students on academic notice/warning newly admitted online learners transfer students and internal transfers.

• Help students navigate university processes including registration financial aid billing and key deadlines.

• Maintain timely and active case notes and communication logs in CRM and advising systems; follow prescribed outreach escalation and follow-up workflows.

• Use data and dashboards to monitor student engagement progression and risk.

• Conduct intrusive advising outreach for students showing signs of disengagement focusing on resolving issues early and promoting success.

• Support the implementation of lifecycle student journey maps and Montclair Online standard operating procedures.

• Refer students to appropriate university services (career advising tutoring mental health support financial aid accessibility services etc.) and follow up to ensure resolution.

• Collaborate with program directors faculty and academic departments to ensure curricular accuracy and responsive learner support.

• Coordinate with campus services such as Registrar Financial Aid Student Accounts IT tutoring writing center Dean of Students and others to streamline solutions for online students.

• Participate in events (virtual or in-person) including but not limited to orientations accepted student programs recruitment events workshops and student success programming.

• Contribute to presentations online workshops and training materials to support student preparedness and success.

• Fully utilize student success technologies including CRM Navigate Banner DegreeWorks Canvas Slate and communication tools.

• Ensure accurate record-keeping and confidentiality of student data.

• Assist in collecting analyzing and reporting on student engagement and outcomes to inform improvements in advising and retention practices.

• Support optimization of call flows messaging templates and communication campaigns to enhance the learner experience.

• Stay current on best practices in online learning adult student success customer-service excellence and holistic advising.

• Participate in training team meetings and professional development to support a culture of continuous improvement.

• Perform other duties as assigned.

• Management retains the right to add or change job duties at any time.

QUALIFICATIONS:

• Masters degree from an accredited college or university.

• Minimum of three years of experience in academic advising success coaching counseling student support or related higher education work.

• Experience supporting online learners adult learners or diverse student populations.

• Experience using advising and student support technologies (CRM SIS LMS appointment systems contact center tools).

• Strong communication listening problem-solving and customer-service skills.

• Ability to manage multiple priorities maintain accurate documentation and work both independently and collaboratively.

• Must be a team player with a growth mindset; detail-oriented and results-oriented; and able to manage multiple projects simultaneously while adapting to new challenges and learning opportunities.

PREFERRED

• Familiarity with online program structures adult learner needs and best practices in online retention and engagement.

• Experience with Navigate Slate Banner Workday or comparable platforms.

• Understanding of strengths-based advising intrusive advising or academic coaching models.

PROCEDURE FOR CANDIDACY:
Applicants should include a resume and cover letter describing how their background skills and education match the needs of the University. When applying please take a moment to carefully read and follow the steps in the application instructions.

Salary Range

The position may also be eligible for comprehensive benefits including health insurance retirement plans and tuition assistance. For further details please visit:

Montclair State University considers factors such as but not limited to scope and responsibilities of the position candidates relevant work experience education skills and internal equity when extending an offer.

Salary offers for internal employees who are part of a collective bargaining unit (CBU) and are applying to a position that is withina CBU will be determined in accordance with contractual provisions.

Department

Position Type

Contact Information:

For questions or concerns please contact Human Resources Workday Recruiting Support at (Option 2) or email talent@.

Inclusion Statement

Montclair State University values access and educational excellence. We are committed to an environment of diverse perspectives which ensures that graduates will be civically engaged committed to democracy and prepared to thrive as global citizens. We foster a community that promotes varied experiences and voices. We seek applicants who will contribute diverse ideas and perspectives and who value an environment that promotes educational growth and advancement for all.

EEO/AA Statement

Montclair State University is an Equal Opportunity/Affirmative Action institution with a strong commitment to diversity.

Additional information can be found on the website at
IX and 34 C.F.R. 106 Policy

Montclair State is required by Title IX and 34 C.F.R. 106 not to discriminate on the basis of sex or gender and does not discriminate on the basis of sex or gender in the operation of education programs and activities. The requirement to not discriminate on the basis of sex or gender in the operation of education programs and activities extends to admission and employment. For further details please visit: Experience:

Unclear Seniority