Academic Advising Coordinator

Please Note: Internal Employees, please access the Jobs Hub app on the Workday Dashboard homepage to apply for the position.

The University of Massachusetts Global (UMass Global) is a private, nonprofit affiliate of the University of Massachusetts. Accredited by WASC (Western Association of Schools and Colleges), the university offers undergraduate, graduate, credential, and certificate programs designed to be relevant to more than 90 career paths. UMass Global has ranked consistently among the best in the nation by U.S. News and World Report.

At the University of Massachusetts Global, we value the personal health and financial well-being of our employees. With our affordable and flexible benefit packages we aim to provide peace of mind to allow employees to focus on important aspects of their lives. Our benefits include:

Healthcare

Medical, dental, and vision plans - including health and flexible spending accounts - that cover you and your family.

Work-Life Balance

We encourage a healthy work-life balance, that’s why we offer flexible schedules and remote work opportunities. In addition, we provide generous vacation and sick time and paid holidays which includes a winter break.

Financial Protection

For life's unexpected surprises - we provide life and disability insurance, prepaid legal, identity theft, critical illness, accident, and travel assistance. We also have programs to help you manage student debt offered through SAVI. Employees are also eligible for Public Student Loan Forgiveness.

Tuition Remission

We support the educational goals of you and your family by providing tuition discounts at UMass Global and Chapman University.

Wellbeing

24/7 counseling support, through our Employee Assistance Program, and free premium subscription to Calm for you and your dependents! In addition, our Wellness program provides year-round events that bring together our community and promotes employee well-being.

Retirement

Pre-tax and Roth options with a generous match of 6% and additional employer contribution of 3% - totaling 9%!

The Academic Advising Coordinator is responsible for providing support to the Academic Advising Team. The incumbent will help the team manage daily enrollment activities, support student drive escalations to resolution, and use systems to monitor operational efficiency. The Academic Advising Coordinator is a valued member of the Student Service Center and engages in cross-departmental collaboration, contributing to special projects and duties as assigned.

The person in this role must be able to work according to an 8 am -5 pm PST schedule.

Remote work from any of the following states – Alabama, Arizona, Georgia, Idaho, Indiana, Minnesota, Nevada, New Hampshire, North Carolina, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, Wisconsin.

Recruiting in California and Massachusetts only if position job responsibilities warrant it.

The hiring range for this position is $16.00 - $22.50 per hour. Offers are determined by a variety of factors, including but not limited to geographical location, knowledge, skills, years & depth of experience, and equity with internal team members.

TYPE OF SUPERVISION:

Receive supervision from the Senior Director, Online Enrollment and Student Services.

• Supervision — indicates that the incumbent performs a variety of routine duties within established policies and procedures or by referral to the supervisor’s guidelines.

POSITION DUTIES AND RESPONSIBILITIES:

ESSENTIAL FUNCTIONS:

• Responsible for assigning new student appointments to Advisor calendars. This includes but is not limited to the calendars for acadadvisorOL, tracking no shows, and notes to Enrollment Center, etc.
• Manages internal distribution email and appropriately distributes communications to appropriate team members, or other departments when necessary.
• Responsible for fielding and documenting escalations (staff, student, and technology).
• Responsible for updating student records with notes from internal teams (i.e. FYE Tracker, Smart Start Tracker, Salesforce)
• Coordinate details for all events such as RSVPs, time/date, marketing, and coverage for the Campus (annually - New Student Orientations, Financing Workshops, Veteran Chats, Weekly Virtual Advising Office Hours, etc.)
• Run weekly reports, and reports as needed, and sort appropriately by student caseload/Advisor (i.e. Inappropriate Grade, Stop Out, Registration Status, Student Appointments, etc)
• Compile data into reports
• Perform other duties, as assigned.

POSITION SPECIFICATIONS AND REQUIREMENTS:

EDUCATION, EXPERIENCE, CERTIFICATION AND/OR LICENSES:

• Associate’s degree or equivalent combination of experience and education. Bachelor’s degree preferred
• 1+ years of experience in Direct Customer relations preferably in higher education service environment

ESSENTIAL KNOWLEDGE, SKILLS, AND ABILITIES:

• Demonstrated experience in problem solving/problem resolution
• Excellent oral, written, interpersonal and quantitative skills, demonstrating ability to communicate effectively with a diverse population, either online, via phone, or in person
• Demonstrated experience working in a high-volume active environment calling for independent, proactive thinking skills
• Strong desire to be part of a very collaborative team centered environment which emphasizes creativity, out-of-the box thinking
• Demonstrated understanding of higher education academic policy and procedure requirements
• Demonstrated ability to maintain a supportive, calm service demeanor when dealing with upset or challenging students/clients
• Demonstrated knowledge and experience in using an Office suite of products including email, Outlook, Excel, Powerpoint, etc.
• Experience in dealing with veterans/military related assistance guidelines

Machines, Tools, Equipment, Electronic Devices and Software: Personal computer and intermediate knowledge of Microsoft Office Suite, including word, excel, and outlook.

Contact with Students: Frequent

Contact with Faculty and/or Staff: Frequent

Contact with Community and Vendors: Occasional

Please Note: Internal Employees, please access the Jobs Hub app on the Workday Dashboard homepage to apply for the position.

Equal Employment Opportunity – UMass Global is committed to providing an educational and work environment free of unlawful discrimination and harassment in any form. UMass Global prohibits all forms of discrimination and harassment on the basis of age, race (including hairstyle/texture, protective hairstyles, braids, locks, and twists), color, religion (including religious observance, belief, practice dress and grooming practices), citizenship, pregnancy (including temporary physical or mental limitations related to, affected by, or arising out of pregnancy, childbirth, or any related medical conditions), sex, gender identity, gender expression, transgender status, national origin, ancestry, physical and/or mental disability, legally-protected medical condition, military (past, present or prospective) status, veteran status, marital status, sexual orientation, sexual and reproductive health, genetic information, or any other characteristic protected by local, State or Federal law.

Reasonable Accommodation – UMass Global provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the recruitment department at recruiting@umassglobal.edu.