Title: Advising Associate

Department: Response Center

Campus Location: Arnold/Main Campus

Salary Range: $49,792-$62,240

Work Mode: This position requires some regular in-person presence on campus or at alternative locations, depending on business needs of the office.

Hours Per Week:40

Work Schedule:10am-6pm Monday-Thursday 8:30am-4:30pm Friday and occasional Saturdays 9am-1pm

Position Type:Full-Time Staff, Non-Exempt

Position Summary

The Advising Associate is responsible for providing comprehensive customer service in person and remotely via telephone, e-mail, and online chat. The Advising Associate will serve as the Response Center's primary point of contact for callers seeking information on programs of study offered by the college and the process of transfer. Other required areas of knowledge include unique advising requirements related to specific programs of study relating to Health Professions. Assist with financial aid using confidentiality and access to financial aid data to be in compliance with the Higher Education Act, registration, records, admissions, and providing assistance to students and staff promptly, courteously, and accurately.

Anne Arundel Community College (AACC) is committed to enriching the educational experience it offers through the diversity of its faculty, administrators, and staff members. The college seeks to recruit and support a broadly diverse team who will contribute to the college's excellence, diversity of viewpoints and experiences, embrace concepts of equity and inclusiveness and support the equal rights of all people by advancing the understanding and appreciation of differences including age, race, gender, ability, religious convictions, socio-economic status, ethnic heritage, or sexual orientation.

While we appreciate your interest in employment with Anne Arundel Community College, applicants must be currently authorized to work in the U.S. on a full-time basis. Employment-based visa sponsorship (including H-1B sponsorship) is not available for any position.

In the best interest of the College, only individuals who are residents of Maryland or one of the following states will be eligible for employment at the college: Delaware, Pennsylvania, Virginia, West Virginia, or the District of Columbia. The college will annually review this restriction and, if appropriate, expand the list of states of employment eligibility.

Job Duties and Responsibilities

Accurately and completely explain credit and non-credit programs of study offered by AACC to prospective and current students and their families, as well as the application process for admissions and applications for scholarships. Assist students in confirming application status, transcript requirements, and placement standards. Provide students and the student information services team members with training on the articulation agreements, consortium partners, and Transfer agreements offered. Act as Student Planning expert, encourage graduation application, and early registration.

Familiarize with all FOI, Non-Degree Seeking status, and application processes for special programs, including Health Sciences programs. Provide liaison assistance for the Advising department to the student information services team members with training and information on all new admissions application processes. Assist with scheduling appointments and provide assistance to front desk Advising staff. Encourage meetings with assigned advisors.

Assist students with various requests via web chat services. Provide timely, accurate information and assistance to students engaging in web chats. Provide suggestions for improved services and functionality. Participate in training and meet or exceed chat standards and goals. Responsible for maintaining the Advising library for Chat Bot.

Assist callers in identifying the appropriate college personnel who can respond to their inquiries and act as a liaison between the customer and other campus offices. Use available databases to retrieve and provide accurate information regarding a student's Financial Aid, Records and Registration, Admissions, CARS, Cashiers, and general college information. Assist students with services in these areas and provide appropriate resolution and excellent customer service. Advise students and their families about standard tuition/fees and special tuition programs (state-wide, HMS, veteran/military, Dream)

Participate in Response Center activities, including ongoing customer service and advising training, monitoring and coaching activities, staff meetings, and special projects, including the College Fair and other campus events. Contact students and applicants via telephone or email to provide information or make inquiries. Other duties as assigned by the Response Center Manager.

Required Qualifications:

Associate's degree or higher

Minimum of three years of demonstrated ability and experience in customer service, preferably in a call center environment.

Intermediate knowledge of Microsoft Office and general internet experience required.

Ability to work in a sedentary, structured setting with established goals, procedures, and policies.

Ability to communicate effectively and tactfully with students from diverse backgrounds.

Excellent written, oral, and interpersonal communication skills, including public speaking skills.

Preferred Qualifications:

Bachelor's degree preferred.

Call Center experience

Ellucian Colleague student information software experience

Fluency in speaking Spanish