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Academic Advisor II

Position Summary:

Under general supervision, the Academic Advisor II provides academic advisement and student service support throughout the student’s lifecycle. As the student’s liaison to the University, the Academic Advisor II educates students about policies, procedures and requirements at the University to ensure students clearly understand them and have the support needed to succeed. The Academic Advisor II focuses on cultivating student development and empowering students to persist through individualized engagement and course planning. An Academic Advisor II employs strong analytical skills to assess and evaluate student needs and provides holistic approaches to advising leveraging multiple support resources and referral mechanisms.

The Academic Advisor II consistently models the standards and expectations set by management and National University in all work while setting an example of excellence for others in the department. Academic Advisor II will be a leader of positive student-focused change, highly self-motivated and eager to assist students and teammate within a fast-paced work environment. The Academic Advisor II is a role model who meets and often exceeds expectations with reliability, results and above all, is a student-first, team-player.

The Academic Advisor II will act as a mentor to Academic Advisor I’s, assisting them in perfecting the best practices of an Academic Advisor. Above all else, the Academic Advisor II acts as an ambassador for National University.

Essential Functions:

Maintains an active student caseload 

Duties/Responsibilities:

  • Systematically contact newly enrolled students to establish rapport and maintain communication and support expectations.
  • Assist students with class scheduling (adds, drops, and withdrawals) and provide guidance with enrollment related issues (pre-requisites, holds, status, etc.).
  • Participate in daily retention activities working in coordination with the Academic Counselor and Director implementing different strategies to improve retention.
  • Discuss basic career advising and goal setting (i.e., career paths, appropriate majors, etc.)
  • Provide proactive engagement through student success campaigns to targeted student populations to support progression, leveraging data-driven and holistic interventions.
  • Communicate with students in a culturally inclusive and competent manner
  • Support current student communication queues across all channels including telephony, chat, SMS and email providing students with institutional resources and information
  • Facilitate appropriate referrals to other departments and campus resources including but not limited to student finance, career services, tutoring and other academic departments.
  • Thoroughly document all student engagement and communications within CRM
  • Escalate or de-escalate complex student issues and questions
  • Make informed decisions and apply sound judgment to independently support assigned student caseload 
  • Establish and maintain professional working relationships across internal departments to ensure students benefit from a variety of professional knowledge and perspectives.
  • Assist manager with training of new employees and established Academic Advisor I’s.
  • Assist team when manager and counselors are not in the office.
  • Must understand and follow five recording procedures and disclosures when operating in the call system.

Supervisory Responsibilities: N/A

Requirements:

Education & Experience

  • Bachelor’s Degree required.
  • 2-3 years of admissions, counseling, student service, or customer service related experience.
  • Customer Relationship Management (CRM) experience.
  • Student Information System (SIS) experience.

Technical / Functional Skills

  • Strong customer service and a desire to work in this capacity.
  • Flexible and dependable team player.
  • Knowledge of and willingness to learn and work with technology; specifically, word processing environments, internet navigation, database management, SMS, Live Chat, and e-mail correspondence.
  • Knowledge of the National University and its programs.
  • Knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook, SharePoint).
  • Telephony software use and dexterity.
  • Math skills.

Competencies

  • Excellent communication and public speaking.
  • Coachable and adaptable to change.
  • Ability to work independently.
  • Ability to prioritize work.
  • Ability to provide effective feedback to team members
  • Ability to work in a fast-paced environment.

Physical Demands / Environment

Hours of operation are Monday – Thursday 7:00 am to 8:00 pm; Friday 7:00 am to 6:00 pm; and Saturday – Sunday 8:00 am to 5:00 pm. Advisors will work a five-day weekly work schedule while rotating weekend coverage. Advisors will be required to work at minimum 3 or more weekend shifts per month, as well as certain holidays that National University identifies as prudent to be open to provide student support.

Exerting up to 10 pounds of force occasionally and a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. The worker is required to have the close visual acuity to perform an activity such as: preparing and analyzing data and figures; viewing a computer terminal. The work is performed in an office environment.

Travel: Ability to travel to NU sponsored events, as needed

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