Student Success Advisor

Description

Work from Home (WFH) - Hybrid work must be performed while residing in San Diego

CIAT Location: 401 Mile of Cars Way #100, National City, CA 91950

Reports to: Director of Student Services

Status: Non-Exempt

Employment Type: Full-Time

Purpose:

The Student Success Advisor’s role is to identify, support, and encourage students through successful completion of the program. The Student Success Advisor is a resource for students that need extra assistance navigating their college experience, overcoming obstacles, and completing the path to graduation. They work collaboratively with instructors and all CIAT departments to provide guidance and support to students.

Essential Roles and Responsibilities:

• Provide positive motivation, nurturing, and academic advising support to improve student satisfaction and retention
• Resolve student inquiries via phone, SMS, email, online support portal, and live chat channels
• Meet or exceed weekly outreach targets (phone calls, emails, academic advising sessions) to effectively build relationships with assigned students
• Uses professional knowledge and perspective to build rapport and help students overcome obstacles for achieving their education goals
• Monitor weekly attendance and grades throughout the term and assist at-risk students with support
• Monitor Satisfactory Academic Progress (SAP) results reported each term for assigned students. Collect and review student appeals, conduct SAP academic advising sessions, create improvement plans, and assist students in resolving their SAP status
• Coordinate leave of absence documentation for students needing breaks in their programs due to work demands, military deployment, or personal hardships. Monitor and encourage LOA returns
• Collaborate with instructors to request, monitor, and support students needing course extensions, tutoring, or certification exam support
• Collaborate with IT, Finance, Records, Admissions, and Career Services departments to resolve student inquiries including, but not limited to, equipment delivery, financial holds, registration, graduation requirements, loaner laptops, program completion requirements, and career support
• Purchase and distribute industry certification practice exams and vouchers. Track certification exam results for assigned students and provide encouragement and resources to help students pass certification exams
• Conduct welcome calls to support new student cohorts entering their programs. Collaborate with Admissions Advisors if new students are not meeting weekly grade and attendance requirements
• Conduct new student orientation each term to ensure new students are set up and ready for success
• Assist in planning, participating in, and promoting school events including graduation, academic workshops, CIAT-sponsored community events, and more
• Plan, organize, and attend final exam sessions on campus each term
• Adhere to CIAT’s compliance requirements to ensure all Federal, State, accreditation, and institutional policies and procedures are being met
• Document all interactions with students within internal systems. Utilize internal systems with proficiency and accuracy in creating, maintaining, and updating student records
• Other duties as assigned

Requirements

• Bachelor’s degree preferred
• Strong communication, interpersonal, and organizational skills
• Minimum of 1 year experience working in an academic advising position in higher education preferred
• Strong commitment to providing superior service to students and advising staff with sensitivity to the needs of the adult learner; ability to resolve conflicts with difficult students or situations with confidence, maturity, and tact
• Strong organizational and communication skills and the ability to manage multiple and rapidly changing priorities to meet the needs and expectations of this position
• Self-motivated with a strong work ethic; dedicated to quality, quantity, and timeliness of results
• Able to handle sensitive information with a high degree of confidentiality
• Possess high ethical standards, being an example of professionalism to others
• Demonstrated ability to anticipate needs and exercise independent judgment
• Excellent analytical skills, problem-resolution skills, and general business acumen
• Proficient skills in MS Office software products, including Outlook, Word, Excel, and PowerPoint
• Exhibits a high degree of flexibility in adapting to a rapidly changing environment
• Position may require work responsibilities outside of normal business hours to accommoda