Careers at the University of Massachusetts Lowell

General Summary of Position: 

This full-time position provides academic advising, personalized case management and support to online adult learners throughout the matriculated student academic lifecycle. The person in this role must confidently and accurately leverage data and student success reports to identify and prioritize student needs. Assists with projects and initiatives that support the achievement of departmental goals. Actively contributes to deliver a working environment that promotes optimism, collaboration, respect, solutions focused dialogue, and exceptional service to everyone.

This position is required to work at least one evening shift per week, 11:30 a.m. to 8:00 p.m. With flexibility to work weekends if needed.  General hours of office operations are: Monday – Thursday 8:30 a.m. to 8:00 p.m. and Friday 8:30 a.m. to 5:00 p.m.

Job Duties:

Academic Advising:

• Demonstrate skills and qualities that support a student-centric, customer service focused culture.
• Understand and effectively communicate academic and administrative policies.
• Transition students from the Admissions process to Academic Advising by meeting with each student and completing intake and onboarding process.
• Own student issues until they are fully resolved and keep the student and other stakeholders informed throughout the process
• Meet with students individually and in groups, regularly throughout the year.
• Employ strong active listening and interviewing skills in order to provide students with a professional evaluation of their academic support needs.
• Actively utilize and maintain reports of student performance, attendance, registration patterns and more to inform outreach strategies and early intervention support.
• Build advising relationships and case management with students within assigned caseload and degree programs.
• Actively participate in proactive outreach and degree planning to support student retention and success.
• Outreach to at-risk student populations, monitor their academic progress, and intervene as necessary to assist those students having difficulty.
• Meet all service level agreements (SLA’s) for student support.
• Document student services and case management records in CRM and utilize all required systems including Five 9, Salesforce, PeopleSoft, Document Imaging, Skype, Zoom etc.
• Actively participate in initiatives geared towards student success, the student experience and the achievement of all departmental goals.
• Utilize CRM reports and dashboards to guide strategic outreach and student support campaigns for your assigned caseload.
• Participate in new student orientations and program related webinars.
• Participate in cross-training to gain expertise in advising all degree and certificate programs.
• Establish cooperative and collaborative relationships with faculty, staff and other internal customers.

Programming and Resource Development:

• Assist with student success themed webinars, prospective student events, graduation activities and other special projects.
• Develop and maintain a student success toolkit with resources and tips that are relevant to the adult learner.

 Additional responsibilities:

• Assist with the training of new hires on advising responsibilities.
• Actively seek professional development opportunities specific to and complementary to your job functions.
• Collaborate with website design team and marketing to ensure that website information is updated and correct. 
• Help to promote marketing campaigns.

Minimum Qualifications (Required):

• Master’s degree with a minimum of 2 years of experience working as an academic or career advisor in higher education preferred

Or

• Bachelor’s degree with minimum of 5 years of experience working as an academic or career advisor or related experience.
• Experience providing advising services to online, non-traditional college level students preferred.
• Able to master the various technology 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.

Additional Considerations:

• Demonstrated ability to handle multiple tasks simultaneously and work independently.
• Excellent organizational and customer service skills. 
• Requires independent thinking as well as following established University guidelines.
• Works with supervisor, faculty coordinators, and faculty as needed.
• Work requires independent thinking as well as following established University guidelines.
• Strive to put student success first and exemplify the mission of the University and Division in all internal and external interactions.
• Maintain an environment that is welcoming to persons of all backgrounds, nationalities, and roles.

Special Instructions to Applicants:

Only Internal Professional (SEIU 888 Professional Union) Bargaining candidates will be considered during the first 10 business days of the posting. All other candidates will be considered after that period. 

This is an SEIU 888 Professional Union position, Grade P16.

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 applications is received.  

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