Student Support Advisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist in the enrollment process for new students in collaboration with the Admissions team.

• Address student inquiries and supply information regarding programs, costs, and funding opportunities.

• Create and confirm estimated financial plans while establishing timelines for applicants.

• Counsel students on academic, financial, and service-related issues throughout their educational experience.

• Stay informed about academic and Title IV financial aid programs, policies, procedures, and regulations.

• Oversee student accounts and offer guidance on financial eligibility.

• Assess academic and financial awards to encourage favorable student outcomes.

• Discover academic and financial challenges by analyzing student data.

• Work together with students, faculty, staff, Admissions, and other departments to address challenges.

• Monitor enrollment, persistence, and graduation statistics utilizing data and systems.

• Suggest student resources such as self-service tools, orientation, and participation in online student communities.

• Record and maintain all student interactions within institutional systems.

• Analyze complex academic and financial situations using discretion and independent judgment.

• Offer support via incoming and outgoing calls, chats, personalized emails, and SMS.

• Provide one-call resolutions and strive to meet or surpass service-level metrics.

• Advocate for students and connect them with resources and support services from application to graduation.

⛳️ Requirements

• Some college coursework is required.

• At least 1 year of outstanding customer service or previous advising experience in an educational setting.

• Eligible to access and maintain the NSLDS system.

• Must not be in default of Title IV Federal aid.

• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, Teams), internet applications, and database software systems.

• Ability to work a flexible schedule, including weeknights and Saturdays.

• Ability to consistently adhere to an assigned schedule.

• Ability to work evening hours based on business needs.

• Ability to sit and work at a computer for prolonged periods.

• Ability to maintain a professional and distraction-free work environment without conflicting obligations.

• Home office must be equipped with hardwired DSL or cable Internet via Ethernet and meet required minimum internet speeds.

• Wireless, satellite, and dial-up internet services are not acceptable.

• Successful completion of all training-program assessments with a passing score.

• Strong critical thinking, problem-solving, prioritization, and time-management capabilities.

• Excellent attention to detail and communication skills.

• Ability to navigate multiple systems and manage data effectively.

• Familiarity with university programs, prerequisites, course materials, and academic engagement.

• Commitment to organizational, state, federal, and accrediting-body policies and procedures.

• Ability to perform effectively in a fast-paced environment.

• Preferred: prior experience in a similar higher-education position.

• Preferred: experience with Title IV funding.

• Preferred: knowledge and experience in online learning.

• Preferred: experience in a fast-paced, dynamic call center environment.

🏝️ Benefits

• Remote work from a home office.

• Flexible schedule, including weeknights and Saturdays.

• Evening hours based on business requirements.

• Advanced call center architecture.

• Comprehensive training program with assessments.

• Professional development opportunities through training and exposure to university programs, policies, and systems.