Offer: Student Navigator

Student Navigator

The Student Navigator is a customer service focused position within our Enrollment Management unit providing reliable, invaluable, and consistent service to all university constituents. The team is empowered to use independent judgement to respond to student needs.
The Student Navigator serves to support student inquiries by connecting them to their admissions counselor, helping them complete the application process and provide outreach to encourage students to stay on track in completing their education. Cross training is a critical element to ensure students have a seamless practice from inquiry through graduation, and beyond.
Our team utilizes a vast knowledgebase of questions and answers provided by other student success units such as accessibility services, admissions, advising, career readiness, ombudsperson, records and registration and financial services to respond to student inquiries quickly and effectively.
Our team provides guidance to deliver the pathway between the support services and our students through multiple communication methods (email, text, phone, Zoom, Teams, and others). The goal of the Student Navigator is to help students get started with their education, engage in their academic progress, and encourage persistence and retention through graduation. This is a full-time, hybrid function with a minimum of two days required per week at Excelsior's home office in Albany, NY, with the remainder of the days worked in the house.

tasks and Responsibilities:

Working with prospective students:

»Guide potential students to connect with an Admissions Counselor.

»Connect with students to encourage them to complete their admissions process.

»Handle high volume of inbound and outbound calls to ensure timely outreach to new inquiries and candidates.

»Determine inquiry vicapability by identifying key qualifying information before assigning to admissions counselor.

»Communicate and qualify nursing prospects to determine eligibility criteria prior to applying for admission.

»Support in the collection and verification of required documentation.

»Provide re-engagement outreach to withdrawn students to determine interest in re-enrolling and connect with an admissions counselor.

»Provide consistent support in triaging calls and emails appropriately, as well as corresponding with students via chat, email and text message.

Working with candidates:

»Process high volume of incoming student applications.

»Review and identify missing information located on program criteria.

»Review scanned images/troubleshoot technical issues.

»Input data accurately from scanned images.

»Determine eligibility located upon program criteria.

»Resolve application questions located on policy and procedures.

»Ensure completion of applications in preparation for evaluation of transfer credit.

»Collaborate everyday with team to ensure task completion in a deadline oriented work environment.

»Effectively use multiple internal technology platforms to complete applications and ensure workflow is moving forward for task completion.

»Route eligibility decisions as required by approved policies.

» capability to prioritize multiple tasks (work queues).

»Remain adaptable by adjusting to complexities in work assignments as they arise .

»Work collaboratively with other university departments to ensure student satisfaction and timely processing.

»Assist with developing, revising, and updating processes to enhance the student practice.

»Escalate student & technology issues as appropriate.

Working with enrolled students:

»Provide consistent outreach to keep the student connected with their Advisor and encourage registration, persistence, and retention in support of all units.

»Handle incoming calls on requesting transcripts, accessing, and updating records.

»Serve as point of contact for non-matriculated students by handling inbound calls and advising on application and registration processes.

Working with alumni:

»Provide outreach and deliver instruction on how to re-enroll under a new degree path and set appointment with an admissions counselor.

»Convey alumni resources and engagement activities.

Job Requirements and Qualifications required

»Associate degree from an accredited institution or a minimum of 2 years’ work practice in a customer service work environment.

»Exceptional interpersonal, relationship-building, and customer-service expertise.

»Accountcapability for work; strong work ethic and capability to collaborate as a team.

» capability to master and assimilate a large amount of information with accuracy and detail, to include the use of various technology platforms

»Strong written/spoken communication expertise across diverse audiences; active listening expertise; exceptional judgement and problem-solving expertise.

» capability to work quickly and accurately and to meet deadlines in a fast-paced environment with competing priorities.

»Maintains a solid knowledge of university policies, procedures and processes.

»Act responsibly, have excellent attendance and punctuality and perform the tasks assigned.

»This is a full-time (37.5 hours per week), 12-month, benefits-eligible position. The required office hours may include different shifts spanning 8:30 am to 8:00 pm, to include a required two days a week in the office