[Hiring] Student Support Advisor @DeVry University

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 by establishing personalized relationships, monitoring their financial and academic progress, and promoting their 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, such as incoming and outgoing calls, chats, and personalized emails and SMS, they cater to the individual student needs and preferences.

This role of a Student Support Advisor is a critical ingredient of student success, and proactive, accurate and timely support from them can have a substantial impact on the lives of their 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 to ensure financial preparedness.
• 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 regularly 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.
• Having 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.

Requirements

• 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 (Outlook, Word, Excel, Teams), internet applications, 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 via Ethernet.

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.