Academic Success Navigator

Employer
The University of Kansas
Location
Lawrence, KS
Closing date
Oct 21, 2021

Job Details

Position OverviewWork schedule is 10am – 7pm Mon-Thurs. and 8am-5pm Fridays. There will be times (orientation, enrollment, etc) when the shift will change. Travel is less than 25% for occasional required on-campus meetings with advance notice.

Academic Success Navigators work as a team to deliver consolidated and timely services for admitted students by serving as a referral agent and executing strategic enrollment activities. The position provides accurate, friendly, and consistent information to students focused on increasing enrollment, engagement, and satisfaction with admitted student populations including traditional, transfer, commuter, and post-traditional students. This position is responsible for a significant breadth and depth of information across academic programs and student resources. Academic Success Navigators play a critical role in student success by assisting students with inbound question answering, direct referrals to resources and services; appointment scheduling; outbound campaigns that promote enrollment or other calls-to-action; and proactive student/constituent communications.

The Academic Success Navigator team is part of the Student Success Initiatives department within Academic Success at KU. Navigators report to the Executive Director of Success Initiatives along with the Academic Success Technology team, the Military-Affiliated Student Center, and the Transfer and Returning Student Resource Center. Navigators are responsible for knowledge of and compliance with Board of Regents and University policies and NCAA rules and regulations regarding day-to-day job-related activities applicable to the position that could involve contact with student athletes.

Unit Overview
Academic Success advocates for and strategically advances education at the University of Kansas. We walk with students from orientation to graduation, providing them with high-quality, data-driven academic and career advising, targeted academic support systems and networks, and empowering and engaging experiential learning. We serve the university, coordinating with faculty, staff, and students throughout KU to further educational initiatives and strategic goals. Our units include University Academic Support Centers, Centers for Orientation and Academic Advising Programs, Career and Experiential Learning and Student Success Initiatives.
In a continuing effort to enrich the university and provide equal educational and employment opportunities, the university actively encourages applications from members of underrepresented groups.

Job Description85% - Outbound & Inbound Communication / Question Support
  • Engages admitted students by:
    • Matching career goals or aspirations with programs at the University of Kansas.
    • Setting up appointments with advisors, academic success coaches, or program leaders, including appointment reminders via phone, text, or email.
    • Executing calling campaigns to increase movement within the enrollment funnel – increasing conversion rates from application to enrollment.
    • Executing engagement campaigns via text messaging, chat, email, and/or phone.
  • Answers and resolves student inquiries with regards to Admitted Students Next Steps, Financial Aid and Scholarships, Office of the University Registrar, Student Information Systems, and other University-wide programs. These inquiries may come from multiple modalities including but not limited to phone, email, chat, and text messaging. Appropriate resolutions will include:
    • Correctly answering questions regarding policies and procedures for these offices, particularly when these policies or procedures require anticipatory questioning to determine the fundamental issue and/or related issues.
    • Researching questions or concerns and closing communication loops.
    • Escalating questions to the appropriate person or office as needed, including transferring when appropriate.
    • Thinking creatively and working with customers to solve problems and provide ideal solutions.
  • Uses a web-based registration system to process non-credit program registrations received via mail, web, fax, phone, email and in-person; applies payments and creates receipts or invoices.
    • Understands and adheres to all Payment Card Industry Compliance protocol, tracks and maintains security of all received payments.
    • Correctly follows and applies purchasing/payments policies as well as unit-based policies regarding payments, cancellations, and refunds.
  • Documents conversations/recording conversations within approved unit systems to ensure quality assurance & unification of student messaging.
  • Determines the correct department for routing or scheduling that meets the students’ needs: financial aid, account services, accommodations, etc.
  • Provides needed customer service support via multiple modalities, including but not limited to phone, email, chat, and text messaging such as learning management system assistance, system navigation for both credit and non-credit student information systems, and technical troubleshooting/escalation.
  • Projects a positive, friendly, Jayhawk experience, particularly when the issue is not quickly resolved or requires explanation.
  • Demonstrates critical, independent judgment in resolving diverse customer needs.
  • Communicates effectively with other University personnel, including following up with faculty, staff, and other stakeholders as applicable.

10% - Campus Responsibilities
  • Maintains knowledge and understanding of academic program outcomes and use new student conversations to ensure appropriate student-to-program matches or make appropriate program referrals.
  • Provides high-level support for a specialized function within the service portfolio of the unit (examples include, Lifelong Learning and Professional Education, admissions expertise, student records expertise etc.)
  • Understands and adheres to FERPA guidelines, KU policies and other institutional compliance expectations.
  • Attends relevant unit meetings.
  • Participates in department and campus meetings and training.
  • Participates in relevant professional development annually.

5% - Other Duties
  • Assumes other responsibilities as designated by the Division of Academic Success.
Position Requirements
    This position will be a hybrid of on-site work and telework as deemed by supervisor.Travel is less than 25% for occasional required on-campus meetings with advance notice.
Required Qualifications
    High school diploma or GED equivalency.Two years of office experience including at least one year of office experience in a higher education setting. Two years of post-secondary education may be substituted for the office experienceTwo years of customer service experience.Two years of experience working with office computer systems.Excellent communication skills as demonstrated by application materials.Excellent telephone skills as demonstrated by prior experience and demonstrated during the interview process.
Preferred Qualifications
    One year customer service experience in either inbound or outbound phone service.Familiarity with customer relationship management systems in higher education or related setting.Bi-Lingual – Spanish language expertise preferred. Previous work experience and/or familiarity with the University of Kansas.Experience with higher education information systems such as Peoplesoft.Experience with chat functionality or videoconferencing.
Additional Candidate InstructionsA complete application includes:
  • A cover letter addressing how required qualifications are met.
  • Resume.
  • Three (3) Professional References.
  • Completion of the online application.
Incomplete applications will not be considered.

Application review begins Monday, August 2, 2021 and continues until a qualified pool of applicants is identified. For first consideration, apply no later than Sunday August 1, 2021.

Contact Information to ApplicantsMisty Chandler
[email protected]
Advertised Salary RangeMinimum $18.27/hr + $0.30/hr shift differential Work Schedule10am – 7pm Mon- Thurs. and 8am-5pm Fridays. There will be times (orientation, enrollment, etc) when the shift will change. Application Review Begins02-Aug-2021 Anticipated Start Date06-Sep-2021

Company

Working at the University of Kansas 

Join the University of Kansas, and you’ll become part of a Jayhawk family that spans the globe. Wear your KU shirt in London, Istanbul, Buenos Aires, Nairobi or anywhere else, and you will likely hear a resounding “Rock Chalk!” from a stranger. Of course, the appropriate response is an enthusiastic “Jayhawk!” Because, after all, they’re not really strangers, they’re family.

The Jayhawk community is united by more than 150 years of tradition and by our commitment to pushing the boundaries of knowledge, transforming the academic experience, and creating solutions through innovative research. KU’s mission is to lift students and society by educating leaders, building healthy communities and making discoveries that change the world.  

The University of Kansas is the state’s flagship university and one of just 66 invited members of the prestigious Association of American Universities (AAU). We consistently earn high rankings for academics and recognition as a premier research university.

KU faculty and staff embrace our role as the state’s flagship university, AAU member and R1 institution that serves the state, nation and world. We celebrate the energy and compassion that infuse the Jayhawk spirit; and, we remain true to KU’s historic values: the elevating force of education, the transformative power of research and the healing power of service.

Diversity, Equity, Inclusion, and Belonging 

The University of Kansas is committed to a learning and workplace environment that is representative of our nation and global society, accepts and values everyone, appreciates our common humanity and understands that our multiple differences are the cornerstone of academic preparation, professional excellence and distinction. KU must be a place where all people feel they belong and have access to resources and support that help them attain their educational and professional goals.

We recognize there are inequalities and privileges generated by historical and persistent intersecting differences by race, ethnicity, gender identities, gender expressions, sexual orientation, socio-economic status, age, abilities, religion, regional background, veteran status, citizenship status and nationality. And we hold ourselves accountable for policies, processes and programs that appreciate these and other differences and create more fair, safe and just learning, working and living environments for KU students, faculty and staff.

Instruction 

KU offers a broad array of undergraduate and graduate study programs, and we fulfill our mission through academic and research programs of international distinction, coupled with outstanding libraries, teaching museums and information technology. These resources enrich the academic experience for students from all 50 states and 112 countries, and provide enrichment resources for KU faculty and staff.

Research 

The university attains high levels of research productivity and recognizes that faculty are part of a network of scholars and academicians that shape a discipline as well as teach it. KU staff are integral to our research success, participating in and supporting discoveries that expand knowledge and improve lives.

Service 

The university and our employees serve society through research, teaching and the preservation and dissemination of knowledge. KU's academic programs, arts facilities and public programs provide cultural enrichment opportunities for the larger community. And, KU offers educational, research and service programs throughout the state. KU employees are encouraged to participate in and serve the campus and surrounding communities in a way that is meaningful to them.

International Dimension 

KU offers more than 100 programs of international study and cooperative research for KU students and faculty at sites around the world. The university offers teaching and research that draw upon and contribute to the most advanced developments throughout the United States and abroad. At the same time, KU's extensive international ties support economic development in Kansas.

Values 

The University of Kansas, our students and employees are committed to excellence. We foster a multicultural, inclusive environment in which the dignity and rights of individuals are respected. Intellectual diversity, integrity and disciplined inquiry in the search for knowledge are of paramount importance.

Our City and State 

KU sits atop Mt. Oread in the center of Lawrence, a town full of natural beauty and culture. In fact, Rolling Stone magazine named Lawrence one of the best college towns in the United States. Lawrence is home to more than 100,000 people, and has a charming, Midwestern friendliness that welcomes visitors and celebrates diversity. In addition to KU, Lawrence is home to Haskell Indian Nations University, the premiere tribal university in the United States.

Lawrence’s historic and thriving downtown features restaurants, nightlife and local shops offering unique finds that you won’t find anywhere else. The town has more than 50 parks, an encompassing mixed-use trail, and quick access to biking/hiking trails along the Kansas River and around Clinton Lake. A five-minute drive from Lawrence, Clinton Lake offers fishing, boating, beaches, camping and other outdoor activities.

Located just 40 minutes west of Kansas City, Lawrence offers the appeal of a mid-size, suburban town with quick access to the amenities of a large city, including an international airport. The Kansas City metro area is home to world-class museums and cultural activities, Jazz clubs and other nightlife venues, expansive shopping options, and exciting professional sports with the Kansas City Chiefs, Kansas City Royals and Sporting KC.

Kansas is in the center of the country, making it convenient and cost effective to fly or drive to destinations throughout the United States. Far from flat, the Flint Hills, just 90 minutes from Lawrence, offer panoramic vistas that showcase the breathtaking beauty of America.

Making KU Your Home 

Something about Lawrence is magnetic. Long-time residents are never surprised when a KU student or employee from out of state decides to make Lawrence their permanent home. And, even those who do leave often find themselves returning to “the nest” at some point in the future. In fact, Lawrence has been named by several publications as one of the best places to retire.

At the University of Kansas, you’ll join a global Jayhawk family and find a place to call home.

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