Student Support Specialist

Position Details
Position Information
Position Type
Professional Staff
Faculty Track
Position Title
Student Support Specialist
Employment Status
Full Time
Months
Campus
Portland, ME
Description
The Student Support Specialist (SSS) serves as an online educational resource for students as they navigate their degree program. This position provides concierge-type assistance to enrollment and administrative issues with a goal of helping students reach their education goals and graduate. The SSS works directly with students via multiple outreach tools providing students with academic and administrative information, assisting students with course registration and degree planning. In support of the college's retention efforts, this position serves as the primary liaison to internal and external support services and is often required to address and resolve complex student situations.
UNE offers a generous comprehensive benefits package to eligible employees. The package includes varied health and dental plans; a retirement plan that includes up to an 8% match; extensive paid leave including holidays, vacation, sick and personal time; and educational benefits. Please visit the Human Resources Benefits site (https://www.une.edu/hr/benefits) for additional information regarding UNE's fantastic benefits package.
This position offers hybrid flexible work options (must be able to attend meetings and regularly scheduled days on the Portland campus).
Responsibilities

• Work with new and continuing students by developing and implementing highly proactive outreach services with particular attention paid to retention and student success.
• Partner with academic departments to create streamlined communication strategy between instructors and SSS.
• Collaborate with Enrollment Counselors to facilitate smooth transition from prospect to student.
• Monitor student performance, analyze problem areas, determine solutions, and conduct intervention activities and processes.
• Guide and monitor student progress regarding issues such as student orientation, course selection and registration, course materials, billing and navigating the online courses.
• Provide high touch support to students and act as their main point of contact during a program of study.
• Communicate course information and required course materials to students to ensure preparedness well in advance of course start dates.
• Complete all tasks as defined within assigned timelines.
• Advise students on University policies (registration, withdrawal, course materials, financial aid, etc.).
• Maintain accurate and complete student enrollment records as required by University governance and all laws, policies and administrative regulations and policies, to include keeping accurate information in the CRM.
• Follow up with students who contact other departments to insure resolution of issue(s).
• Identify and respond to student at-risk behaviors by offering additional support and counseling.
• Meet or exceed student retention program metrics each term.
• Participate in and provide feedback to other team members and to your manager to address sales tactics, best practices, and strategies.
• Collaborate with University offices including academic departments, admissions, financial aid, student accounts, and registrar.
• Assist in on-the-job training of new staff members as the need arises.
• Participate in and provide feedback to other team members and to the manager to address sales tactics, best practices, and strategies.
• Perform other related duties as assigned.

Qualifications

• Bachelor's Degree plus two to three years of relevant customer service experience in a fast-paced environment or a combination of education and experience from which comparable knowledge and skills have been acquired.
• Up to two years of experience in higher education administration or student services desirable.
• Ability and passion for building strong personal relationships and serving others.
• Experience with spreadsheets, databases, presentation software and word processing.
• Strong interpersonal, written and verbal communication, and creative problem solving skills.
• Ability to relate well with others and perform duties with a high degree of integrity, confidentiality, and adherence to professional ethical standards.
• High level of customer service.
• Good verbal, written and interpersonal communication skills.
• Ability to work independently as well as part of a team.
• Excellent organizational and multi-tasking skills.
• High level of attention to detail.
• Ability to work under pressure of deadlines and/or time limitations.

EEO Statement Summary
Consistent with federal and state law and University policy, the University of New England is committed to the fundamental concept of equal opportunity for all of the members of the University community. The University prohibits, and will not tolerate, discrimination in employment, the provision of academic services or in any other area of University life based on race, color, sex, physical or mental disability, religion, age, ancestry, national origin, sexual orientation, gender identity and/or expression, ethnicity, genetic information, HIV status, or status as a veteran. Prohibited bias factors should not motivate decisions regarding students, employees, applicants for admission, applicants for employment, contractors, volunteers or participants in and/or users of institutional programs, services, and activities.
COVID Vaccination Statement (PLEASE NOTE)
Employees in clinical settings must meet the State of Maine's immunization requirements for clinical activity.
Posting Detail Information
Posting Number
2022PS0349P
Open Date
03/05/2024
Close Date
Open Until Filled
Yes