Student Success Advisor - American Sentinel at American Sentinel

OVERALL PURPOSE OF THE JOB: 

A Student Success Advisor provides ongoing academic counseling to 300-350 undergraduate/graduate students at American Sentinel College, ensuring that educational objectives are achieved. 

DUTIES:

• Work with students via phone, text, and email to help them overcome problems and/or issues that may threaten their success in the university.
• Provides guidance on academic completion and discusses best practices in time management, coaching students on how to utilize institutional resources effectively. 
• Collects, organizes, and analyzes information about students through records, tests, emails, interviews, and professional resources to assess their interests, aptitudes, abilities, and other relevant factors for educational planning.  
• Connects students with relevant resources and contacts across various departments, including financial aid, academics, and IT. 
• Proactively reaches out to students who are unregistered, missing documents or payments, need to complete coursework, or are struggling academically. 
• Assist students in creating a course plan and achieving their educational objectives.
• Assist students with registration, book ordering, withdrawing from courses, navigating conflicts and obstacles, research techniques, and follow-up activities. 
• Mediating issues between students and faculty
• Navigating student obstacles by knowing University policies and procedures so students can be provided options for grade appeals, course extensions, exceptions, and more. 
• Assist in developing student resources
• Hosts welcome calls and manage inbound calls throughout the day 
• Performs other administrative duties as needed.

COMPETENCIES INCLUDE:

Empathetic Listening

• Demonstrates genuine care and concern for students’ experiences.
• Listen actively and without judgment.
• Responds with compassion and understanding.

Problem Solving & Critical Thinking

• Assesses student challenges quickly and accurately.
• Identifies root causes and potential barriers.
• Develops and communicates clear, actionable solutions.

Communication Skills

• Communicates complex information clearly and respectfully.
• Adapts communication style to meet the diverse needs of students and associates.
• Maintains professionalism in written and verbal interactions.

Student-Centered Approach

• Prioritizes student success and well-being.
• Encourages autonomy and self-advocacy.
• Build trusting relationships with students.

Adaptability & Resourcefulness

• Navigates changing policies, systems, and student needs.
• Uses institutional knowledge to connect students with appropriate resources.
• Think creatively to resolve issues.

Cultural Competency & Inclusion

• Demonstrates awareness of diverse backgrounds and experiences.
• Creates inclusive advising environments.
• Advocates for equity in student support.

Organizational & Time Management Skills

• Manages multiple student cases efficiently. Replies to students within 24 hours. 
• Keeps accurate records and follows through on commitments.
• Prioritize tasks in a fast-paced environment.

Collaboration & Teamwork

• Works effectively with colleagues across departments.
• Share insights and best practices.
• Contributes to a positive team culture.

JOB KNOWLEDGE AND EXPERIENCE:  

• Bachelor’s degree and one to two years of experience in education, administration, marketing, and/or other customer-related services required.
• Excellent oral and written communication skills.
• Excellent technology skills (Word, Excel, MS Applications, etc).
• Must be results-oriented, able to manage multiple projects, and work well under pressure.
• Works effectively independently and collaborates well with a team.
• Takes initiative to complete tasks quickly and can troubleshoot student issues by utilizing multiple resources effectively.
• Highly motivated to help students graduate.

WORK ENVIRONMENT/CONDITIONS

 The work environment and physical demands are characteristic of those an employee encounters while performing the essential functions of this job, and typical for those working in an academic and/or office setting.  The employee must be able to read, write, and interpret written documents; must be able to manipulate, handle, feel, and control items or equipment; must be able to sit, reach with hands and arms, and be able to talk and hear.  The employee is occasionally required to stand or walk. 

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.