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Norwich University is seeking a dynamic individual to support, advise, and engage online graduate students in the College of Graduate and Continuing Studies. The Student Services Advisor (SSA) is responsible for graduate student classroom support and advocacy that positively impacts student retention.
As a steady and constant presence throughout the student's CGCS experience, the SSA serves as the primary liaison, advisor, and advocate for graduate students. The SSA is responsible for participating as a program-team member for the programs he/she supports, maintaining relevant program and policy knowledge, using knowledge to advise students, helping to ensure policy compliance across the program, and collaborating with faculty, staff, and administration regarding best practices and improvements.
Support, advise, and advocate for graduate students across the student lifecycle.
Participate fully as a member of the program team by bringing the student voice to the table in program decision-making, policy change, and all areas that impact the student experience.
Gather and interpret attendance and performance data from classrooms and from direct contact to identify issues at the individual, classroom, program, and college levels that impact retention and student success. Communicate findings and address ongoing issues with appropriate program and administrative staff.
Serve as primary CGCS liaison for new students. Communicate welcome and new student information via phone and email, answering student questions, identifying additional needs, etc.
Support students through timely and relevant information flow by executing the approved CGCS communication plan.
Develop positive professional relationships with all graduate students; diagnose and identify different needs of students, and student groups (new, returning, continuing, new to online, struggling students, etc.) in order to support their academic work and direct effective communication and action.
Counsel students on a variety of academic, technical, administrative, and customer-care issues, maintaining attention to active listening, confidentiality, discretion, and trust while ensuring compliance with CGCS academic standards and policies.
Maintain a balance between an emphasis on student retention and on individual student situations/needs that may require action leading to withdrawal and/or dismissal.
Monitor classroom activities and identify substandard student or instructor academic performance that is out of compliance with CGCS academic standards and policies.
Identify student and/or instructor misconduct that is not appropriate to the classroom.
Identify issues, potential crises or warning signs regarding both individual behavior and program issues.
Enter classroom and database information changes in a timely and accurate manner.
Maintain scheduled contact with students regarding address and other critical informational changes.
Perform a variety of administrative functions to set up and maintain classrooms and quality academic operations
Trouble-shoot classroom and book issues, and communicate with operations or instructional design teams regarding larger issues.
Provide backup coverage for other student services advisors to ensure program coverage as needed.
A successful candidate will hold a bachelor's degree (master's preferred) and possess three years of experience in a customer-focused environment, strong written and verbal communication skills, excellent people and advocacy skills. Attention to detail, facility with data and technology-based systems, including office/business applications, and the ability to work in a fast-paced, team-oriented environment are critical to the success of this position.
Norwich University is an Equal Opportunity Employer and is committed to providing a positive education and work environment that recognizes and respects the dignity of all students, faculty and staff. Reasonable accommodations will be made for the known disability of an otherwise qualified applicant. Please contact the Office of Human Resources at firstname.lastname@example.org for assistance.
All candidates must be authorized to work for any U.S. employer. A post offer, pre-employment background check will be required of the successful candidate.
Norwich University offers a comprehensive benefit package that includes medical, dental, vision, group life and long term disability insurance, flexible-spending accounts for health and dependent care, 403(b) retirement plan with employer match, employee assistance program, paid time off including parental leave, and tuition scholarships for eligible employees and their family members.
Please submit a cover letter, resume, and Norwich application: https://norwich.interviewexchange.com
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