Academic Advisor UMass Lowell Online (Temporary, Part-Time)

General Summary of Position:

This 6-month (18-37.5 hours/ week) temporary position supports the Academic Advisors on UMass Lowells Online Undergraduate Student Success team. Duties include advising case management call campaign support student meetings and other proactive outreach that support matriculated online adult learners throughout the academic lifecycle. The person in this role must confidently and accurately leverage data and student success reports to identify and prioritize student needs. The successful candidate will promote optimism collaboration respect solutions-focused dialogue and exceptional service to everyone. Please note this is a 6-month contract with the possibility to renew per departmental needs.

Job Responsibilities Include:

• Transition students from Admissions to Academic Advising.
• Provide course suggestions and accurate degree planning to online student population.
• Accurately interpret academic policies and follow all internal business processes as determined and documented by Management.
• Own student issues until they are fully resolved and keep the student and other stakeholders informed throughout the process.
• Employ strong active listening and interviewing skills to provide students with a professional evaluation of their academic support needs.
• Outreach to high-need student populations monitor their academic progress and intervene as necessary to assist those students having difficulty.
• Actively participate in initiatives geared towards student success the student experience and the achievement of all departmental goals including yield and retention targets.
• Utilize CRM reports and dashboards to guide strategic outreach and student support campaigns.
• Participate in new student orientations and program related webinars
• Meet all service level agreements (SLAs) for student support.
• Document student services and case management records in CRM and utilize all required systems including Five 9 Salesforce PeopleSoft Softdocs Slate Zoom etc.
• Establish cooperative and collaborative relationships with faculty staff and other internal customers.

Minimum Qualifications (Required):

• Bachelors degree and demonstrated experience in:
  • Academic or Career Advising Services or a Customer Service and/or Sales-related position
  • Able to master the various technologies 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
  • Superior organizational and time management skills

Additional Considerations:

• Experience providing advising services to online non-traditional college students preferred
• Demonstrated skills and qualities that support a student-centric customer service-focused culture.
• Ability to understand and effectively communicate academic and administrative policies.
• Demonstrated ability to handle multiple tasks simultaneously and work independently.
• Higher Education Experience preferred
• Masters degree preferred

* A combination of education and experience will be considered.

Special Instructions to Applicants:

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 applicants is received.

This is a part-time temporary non-unit non-benefited position.

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

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