The Student Navigator plays a pivotal role in our Enrollment Management unit, focusing on delivering exceptional customer service to all university stakeholders. This position requires independent judgment to address student needs effectively.

Responsibilities of the Student Navigator include assisting students with inquiries, verifying eligibility, connecting them with their admissions counselor, guiding them through the application process, and ensuring they remain on track towards degree completion. Thorough training is provided to ensure a seamless experience for students from initial inquiry to graduation and beyond.

Communication with students is facilitated through various channels such as email, text, phone, Zoom, and Microsoft Teams. The primary objective of this role is to support students in their educational journey, promote engagement in academic pursuits, and enhance persistence and retention rates.

This is a full-time hybrid role with a minimum of two required days at Excelsior's home office of 7 Columbia Circle, Albany, NY, with the remainder of the days worked from home.

Duties and Responsibilities:  

Key Responsibilities: 

• Determine eligibility and collect required documents.
• Process a high volume of student applications.
• Review scanned documents and troubleshoot technical issues.
• Enter data accurately and address inquiries following established procedures.
• Ensure applications are complete for transfer credit evaluation.
• Collaborate with team members to meet deadlines effectively.
• Utilize internal technology platforms for task completion.
• Adhere to policies for routing eligibility decisions.

Key Responsibilities for Prospective Students:

• Facilitate connections with Admissions Counselors.
• Support students throughout the admissions process.
• Manage a high volume of inquiries and ensure timely responses.
• Evaluate eligibility criteria for admission.
• Re-engage with students who have previously withdrawn.
• Provide accurate guidance and support for non-matriculated students.

Key Responsibilities for Enrolled Students:

• Maintain consistent communication to promote engagement with Academic Advisors.
• Encourage registration, persistence, and retention.

Key Responsibilities for Alumni:

• Outreach to alumni regarding re-enrollment options.
• Provide guidance on re-enrollment process and connect with admissions counselor.
• Share resources and engagement activities for alumni.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• An earned associate degree or a minimum of two years of customer service experience.
• Excellent interpersonal and customer service skills across diverse audiences.
• Strong work ethic and ability to work collaboratively in a team.
• Quick mastery of technology and large amounts of information.
• Effective communication, listening, judgment, and problem-solving skills.
• Ability to prioritize tasks, adapt to challenges, and meet deadlines.
• Collaboration with university departments to ensure student satisfaction.
• Support in process improvement for enhancing student experience.
• Escalation of student and technology issues when necessary.
• Knowledge of university policies and procedures.
• Demonstrate accountability through responsible actions and punctuality.