Guided Onboarding Specialist (Student Services Generalist)

Indiana University; Bloomington (IN); Hybrid; USD 50,000 - 51,000; Full time

Job summary

Indiana University Online in Bloomington is seeking a dedicated Student Services Generalist to support onboarding and ongoing student services for online learners. This role partners with IU campuses, academic units, and campus resources to ensure a seamless student journey from admission through enrollment, while tracking interactions in the CRM and coordinating multi-modal outreach.

As part of the VPSS team, you’ll develop programs, advise students, build relationships, and help create a sense

Qualifications

• Proficient written and verbal communication skills.
• Maintains a high degree of professionalism.
• Demonstrates time management and priority setting skills.
• Demonstrates a high commitment to quality.
• Seeks to acquire knowledge in area of specialty.
• Demonstrates ability to maintain confidential information.
• Demonstrates customer service skills.
• Ability to build strong partnerships with students and other university departments.

Responsibilities

• Navigate the student experience from admission to enrollment and provide concierge service.
• Build collaborative relationships with campus departments to ensure a seamless student experience.
• Serve as onboarding and orientation partner for online students.
• Tracks student interactions in the CRM.
• Seeks opportunities to improve student experience and engagement.
• Plans and coordinates communications for student services initiatives to ensure participation.

Skills

Communication

Professionalism

Time management

Quality mindset

Adaptability

Customer service

Team collaboration

Discretion / Confidentiality

Education

Bachelor's degree

Master's degree

Tools

Salesforce

Job description

INDIANA UNIVERSITY ONLINE (UA-OEC-IUBLA)

Indiana University (IU) Online is dedicated to maintaining the academic integrity of an Indiana University (IU) degree while expanding online education offerings to students locally, nationally, and internationally. As a university-wide office, IU Online provides strategic leadership in delivering online education, leveraging IU's scale, resources, and reputation. In alignment with the IU 2030 Strategic Plan , IU Online is committed to growing student enrollment to 25,000 in online programs by developing innovative programs and services in collaboration with IU's campuses.

IU Online, under the Office of the Vice President for Student Success (VPSS) , partners with IU's academic units, as well as UITS' Teaching and Learning Technologies (TLT) for instructional design and learning technology and with University Communications and Marketing (UCM) for marketing, to develop, launch, and maintain online programs. As of Fall 2026, IU Online offers nearly 200 academic programs, 50 of which are collaborative academic programs across IU's 9 campuses with an enrollment of 11,063 students. The office manages admissions, recruitment, student services, administration, advising, reporting, program and assessment support, and compliance for online programs.

Department-Specific Responsibilities

• Reports to the Associate Director for Enrollment Management and serves as a member of the branded Guided Onboarding (GO) team within IU Online.


• Navigates the student experience from admission to enrollment and provides proactive concierge service to connect online students to resources and next steps.


• Builds strong collaborative relationships with campus-based departments and resources. Works cross functionally to ensure a seamless student experience and connection with resources.


• Serves as a full-service onboarding and orientation partner for new online students. Thoughtfully considers and curates all university campus processes to present to IU Online students.


• Provides proactive multi-modal outreach to assigned caseload of newly admitted IU Online students, post admission.


• Supports connection to vendor student services for IU Online students. Supplements personal outreach with online technology and action-oriented Customer Relationship M/Salesforce communications.


• Tracks student interactions within the CRM.


• Seeks and executes on opportunities to build online students' sense of belonging to the campus of enrollment and the IU Online community.


• Identifies and proposes solutions for uncovered areas of opportunity in the student experience.


• May customize and revise onboarding materials, modules, and processes based upon interactions and experiences with students to increase engagement and best integrate online student community.

General Responsibilities

• Develops and implements programs and initiatives that touch on various/multiple student-related goals, such as enhancing and reinforcing academic engagement and experiential learning; increasing student engagement, wellness, and involvement; fostering learning, inclusion, and development; supporting students in crisis and adversity; and improving the student campus experience.


• Interfaces directly with students by attending student programming events, advising student organization leaders, meeting 1-on-1 to discuss areas of concern on campus, and gathering satisfaction feedback from student participants to implement into future student services initiatives and objectives.


• Collaborates with staff in own department and other departments, as well as academic and campus leaders, on shared student services goals, often coordinating funding to sponsor student programs and initiatives.


• Projects outcomes for services offered at the program, department/division, or campus level. Measures and evaluates effectiveness of student services against projected outcomes; may prepare reports on impact to students and budget and may present to stakeholders on effectiveness and to secure funding for initiatives moving forward.


• May serve on committees and performs student services research across the field of higher education and at peer institutions to identify and recommend best practices.


• Plans and coordinates communications for student services initiatives to ensure student participation and engagement.

Combinations of related education and experience may be considered. Education beyond the minimum required may be substituted for work experience. Work experience beyond the minimum required may be substituted for education.

EDUCATION

Required

• Bachelor's degree in public affairs, counseling, social work, education, business, or related field.

Preferred

• Master's degree in higher education student affairs or related field.

WORK EXPERIENCE

Preferred

• Some experience in student services, higher education, or related field.

SKILLS

Required

• Proficient written and verbal communication skills.


• Maintains a high degree of professionalism.


• Demonstrates time management and priority setting skills.


• Demonstrates a high commitment to quality.


• Possesses flexibility to work in a fast paced, dynamic environment.


• Seeks to acquire knowledge in area of specialty.


• Demonstrates ability to maintain confidential information.


• Demonstrates customer service skills.


• Ability to build strong partnerships with students and other university departments.

This role requires the ability to effectively communicate and to operate a computer and other standard office productivity equipment. The position involves sedentary work as well as periods of time moving around an office environment and the campus. The person in this role must be able to perform the essential functions with or without an accommodation.

Bloomington, Indiana

This position is eligible for remote work or to work a hybrid schedule (mix between remote and in-person work), subject to change in the future based on university policy and business needs.

$50,000.00 - $51,000.00 per year based on experience.

For full-time staff employees, Indiana University offers a wide array of benefits including:

• Comprehensive medical and dental insurance


• Health savings account with generous IU contributions


• Healthcare and dependent care flexible spending accounts


• Basic group life insurance paid by IU


• Voluntary supplemental life, long-term disability, critical illness, and supplemental accidental death & dismemberment insurance


• Base retirement plan with generous IU contributions, subject to vesting


• Voluntary supplemental retirement plan options


• Tuition subsidy for employees and family members taking IU courses


• 10 paid holidays plus a paid winter break each year


• Generous paid time off plans


• Paid leave for new parents and IU-sponsored volunteer events


• Employee assistance program (EAP)

Learn more about our benefits by reviewing the IU Benefit Programs Brochure.

Career Level: Core

FLSA: Exempt

Job Function: Student Services

Job Family: Student Services Generalist

Indiana University is an equal opportunity employer and provider of ADA services and prohibits discrimination in hiring. See Indiana University Notice of Non-Discrimination here which includes contact information.

The Annual Security and Fire Safety Report, containing policy statements, crime and fire statistics for all Indiana University campuses, is available online. You may also request a physical copy by emailing IU Public Safety at [e-mail] or by visiting IUPD.

Request Support Telephone: [phone]