Role Description The Student Support Advisor plays a vital role in supporting students throughout their educational journey, embodying our TEACH values and fostering a culture of CARE that aligns with our mission, vision, and purpose. Their role involves providing proactive, prompt, and accurate advising on financial, academic, and service-related matters, to ensure students receive the necessary support to reach graduation. This includes: - Advocating for students at every stage of their academic journey. - Establishing personalized relationships. - Monitoring financial and academic progress. - Promoting success through holistic advising. In a dynamic and rapidly changing environment, Student Support Advisors operate within a state-of-the-art call center architecture, where their day is meticulously planned out. Their objective is to offer one-call resolution while inspiring students to take ownership of their educational goals. Through various communication channels, they cater to individual student needs and preferences. This role is a critical ingredient of student success, and proactive, accurate, and timely support can have a substantial impact on the lives of students. Responsibilities - Provide support for the new student enrollment process by partnering with Admissions to answer student queries, offer comprehensive information on the program and costs, and outline funding options. - Develop and validate an estimated financial plan and establish clear timelines for applicants. - Maintain a thorough understanding of all academic and Title IV financial aid programs, policies, and procedures. - Monitor student accounts, provide guidance on financial eligibility, and evaluate academic and financial awards. - Proactively identify possible academic and financial obstacles by analyzing student data. - Effectively leverage data and systems to track accurate enrollment, persistence, and graduation information. - Possess knowledge of resources that can aid in providing informed recommendations based on student needs. - Ensure precise documentation and preservation of information by capturing and recording all interactions. - Employ a high level of discretion and independent judgment to evaluate intricate academic and financial situations. Qualifications - Successfully complete all assessments included in the training program with a passing score. - Have a genuine passion for students’ success and aiding them in accomplishing their goals. - Demonstrate the ability to analyze complex problems and develop innovative solutions. - Collaborate with other departments across various functions to ensure a superior student experience. - Be tech-savvy and possess the ability to navigate multiple systems with ease. - Adhere to all organizational, state, federal, and accrediting body policies and procedures. - Retain a comprehensive understanding of university programs, prerequisites, course materials, and academic engagement. - Demonstrate exceptional self-starter qualities, adeptness to prioritization, and proficiency in time management. - Exhibit strong attention to detail and communication skills. - Remain accountable to meeting and exceeding service level metrics. - Work effectively in a fast-paced environment. Shift Expectations - Working flexible hours including evening and rotating Saturdays. - The first 6 weeks of training require daily attendance from 9AM-6PM. - Permanent schedule includes 2 shifts of 10AM-7PM/11AM-8PM and 3 shifts of 8AM-5PM/9AM-6PM. - 1 rotating Saturday every four weeks, working either 9AM-1PM or 8AM-4PM. Minimum Qualifications - Some college coursework required. - A minimum of 1-year of exceptional customer service or prior advising experience in an education setting. - Eligible to access and maintain the NSLDS system and must not be in default of Title IV Federal aid. - Ability to proficiently use Microsoft Office suite and database software systems. - A work environment free of distractions and interruptions during your scheduled shift. - Home office must be equipped with DSL or Cable Internet that is hardwired into a modem/router. Preferred Qualifications - Prior experience in a similar role within higher education. - Title IV funding experience. - Knowledge and experience with online learning. - Experience working in a fast-paced, dynamic call center environment. Benefits - 401k with up to 6% company match. - Tuition assistance and career development opportunities. - Remote & hybrid opportunities. - Comprehensive health coverage (medical, dental, vision, and mental health). - Generous paid time off, including parental leave and volunteer time off. - FSA/HSA options, disability & life insurance.