Student Success Advisor

Description

Work from Home (WFH) - Hybrid work must be performed while residing in New Mexico

CIAT Location: 1717 Louisiana Blvd., NE., Suite 208, Albuquerque, NM, 87110

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 accommodate business needs and deadlines
• Must be able to embody CIAT’s mission, vision and values

Position Type and Expected Hours of Work

This position will be expected to be onsite at the Albuquerque Campus, every 5 weeks, from Tuesday-Friday of week 5, between the hours of 8:30 am to 7:30 PM during finals week. Rotation for weekend coverage on Saturdays needed.

Supervisory Responsibility
This position has no supervisory responsibilities.

Values

Values such as integrity, excellence, customer service, teamwork, and mutual respect are some of those that remain constant, regardless of changes in our company. When identifying company values, it is important that those values are being demonstrated during business each day. Our values set expectations for how employees and managers interact with every person while representing the company.

• We are passionate about education and student success
• We value integrity and excellence in our employees and students
• We treat ourselves and our students with dignity and respect
• We believe in and encourage innovation at our school to better help our students succeed
• We have a customer-centric focus, and we want people highly committed to achieving goals, where our success equals student success
• We are accountable for our actions, and if errors occur, we focus on preventing future errors and moving forward
• We have a growth mindset, always looking for ways to improve, with a sincere belief that every student can do better and achieve their goals
• We expect every employee to be an example of conduct and professionalism, being a role model to students and colleagues

Physical Demands

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear.

• Sedentary work. Essential functions of this role require sitting for extended periods of time
• Ability to type, use a computer to search for information and input information while speaking on the phone is required
• The employee will frequently be required to use the computer, mouse and telephone to conduct the regular tasks of this role
• The employee will be required to compute simple to simple mathematical calculations as a normal part of this role

Work Environment

While performing the responsibilities of this remote position, the job holder will work in a home office environment. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job. This role routinely involves using standard office equipment such as computers, phones, and virtual communication tools. Employees are expected to ensure that their home office is a safe and ergonomic working environment.

Employees must maintain data security and confidentiality in accordance with company policies and use secure connections for all work-related activities. Expectations regarding work hours, availability, and time tracking will be clearly communicated and must be adhered to.

The company is not responsible for maintaining home office environments beyond the provision of reasonable accommodations and necessary work-related equipment. Workers' compensation and liability for injuries that occur in the home office will be covered as per company policy and applicable laws.

This remote work policy is designed to comply with all relevant local, state, and federal laws.

AAP/EEO Statement

California Institute of Applied Technology provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, the California Institute of Applied Technology complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. California Institute of Applied Technology expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of California Institute of Applied Technology’s employees to perform their job duties may result in discipline up to and including discharge.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.