Student Services Retention Specialist & Navigate Administrator - One Stop - Enrollment and Retention

University of Wisconsin-Whitewater; Whitewater (WI); On-site; USD 42,000 - 44,000; Full time

Job summary

University of Wisconsin-Whitewater is hiring a Student Services Retention Specialist & Navigate Administrator for the One Stop in Enrollment and Retention. The role supports student success through frontline services, campus-wide retention initiatives, and Navigate coordination, including staff training and supervision of student employees.

The position contributes to cohort retention interventions, analyzes CCR data, and helps optimize Navigate workflows while coordinating across campus for

Qualifications

• Earned Bachelor’s degree.
• Minimum one-year professional/graduate student experience in a customer service role within higher education.
• Minimum one-year professional/graduate student experience in administrative duties/office management within higher education.
• Strong written and verbal communication skills.

Responsibilities

• Develop and maintain training materials for One Stop student employees.
• Provide frontline One Stop services and resolve student inquiries.
• Collaborate with campus partners to create training opportunities.
• Support Navigate usage, training, and coordination across campus.

Skills

Strong written communication

Interpersonal skills

Organization skills

Customer service

Diversity awareness

Education

Bachelor’s degree

Higher education administrative experience

Tools

Navigate Student Success Platform

PeopleSoft

CRM systems

Job description

Current Employees: If you are currently employed at any of the Universities of Wisconsin, log in to Workday to apply through the internal application process.

Position Title: Student Services Retention Specialist & Navigate Administrator - One Stop - Enrollment and Retention

Job Category: Academic Staff

Employment Type: Regular

Job Profile: Academic Program Specialist

Job Duties

The One Stop Department in the Division of Enrollment and Retention at the University of Wisconsin-Whitewater seeks a Student Services Retention Specialist & Navigate Administrator (Academic Program Specialist, AE010).

Position Summary

Under the supervision of the Assistant Director of the One Stop and Success Coaching, the Student Services Retention Specialist and Navigate Administrator supports student success through frontline One Stop services, campus-wide retention initiatives, and system-wide Navigate coordination. The position develops and delivers comprehensive training for One Stop student employees, hires and supervises student staff, and promotes a culture of service excellence across in-person, telephone, and virtual service environments. The position provides holistic student support, resolves complex inquiries, and troubleshoots issues that may span multiple departments and areas of the University.

In addition to its One Stop responsibilities, the position plays a key role in campus-wide student retention efforts. As a member of the Committee on Cohort Retention (CCR), the position supports the documentation, coordination, implementation, and assessment of student retention interventions and contributes to the analysis and use of cohort data to inform retention strategies.

As a member of the Navigate team, the position supports the effective and coordinated use of the Navigate Student Success Platform across campus. Responsibilities include providing timely analytics to inform targeted student interventions; managing alerts, cases, and related student-support workflows; overseeing the student app and Navigate communication channels; providing user support and training; and identifying opportunities for process improvement. The position provides ongoing feedback and recommendations to strengthen Navigate practices, improve coordination across campus, and enhance the University’s ability to proactively support student success and retention.

General One Stop Duties

• Develop, maintain, and regularly update training materials and resources for One Stop student employees, including online resources and shared platforms.
• Support the daily front-line operations of the One Stop, providing timely, accurate, and student-centered service.
• Collaborate with campus partners to create ongoing training opportunities for One Stop student employees.
• Ensure all actions are aligned with the University vision, mission, goals, and strategic plans.
• Provide superior customer service and timely, accurate problem resolution to students, families, and other members of the University community.
• Provide information, answer questions, facilitate transactions, and assist with problem resolution related to registration, enrollment, financial aid, student academic records, student financial accounts, continuing education programming, and other student support resources.
• Advise students and families regarding the Family Educational Rights and Privacy Act (FERPA) and related University policies and procedures.
• Ensure One Stop services and interactions are aligned with applicable University policies and procedures and support the University’s vision, mission, goals, and strategic priorities.
• Perform additional duties as assigned.

Specific One Stop Duties

• Develop and maintain training materials that prepare student employees to effectively and accurately assist students with common One Stop questions and transactions.
• Assist students with questions regarding their student accounts, including payments, holds, financial accounts, refunds, and related processes.
• Guide students, parents, and other authorized individuals through online payment and other student account processes.
• Provide general financial aid information in accordance with applicable federal and state laws, regulations, University policies, and procedures.
• Troubleshoot registration errors and system issues and assist students with registration-related questions and concerns.
• Assist students in understanding their academic records and transcripts and provide information regarding enrollment and academic record processes.
• Explain holds placed on student accounts and assist students in understanding the steps required to resolve or remove applicable holds.
• Provide general information regarding University services, resources, policies, procedures, and processes and connect students with appropriate campus offices when additional assistance is needed.
• Assist students with navigating the University website and locating online resources, forms, services, and information.
• During peak enrollment and high-volume periods, provide comprehensive customer service through multiple service channels, including email, telephone, and in-person interactions, while managing complex and high-volume student inquiries.

Student Retention Duties

• Serve as the scribe for Committee on Cohort Retention (CCR) meetings, documenting key discussions and action items, communicating follow-up items to appropriate individuals in a timely manner, and maintaining a running log of future intervention and retention ideas.
• Input, maintain, and analyze CCR data to assess and demonstrate the impact of retention interventions across the cohort.
• Participate in targeted retention interventions as a member of the One Stop, supporting outreach and engagement efforts with identified students.
• Coordinate communication and follow-up with campus partners involved in CCR interventions, helping ensure students receive timely and coordinated support.
• Contribute to the assessment and reporting of CCR efforts by helping summarize intervention outcomes, identify successful practices, and make recommendations for future retention strategies.

Navigate Duties

• Assist with the alerts and cases management process involving students experiencing academic and/or personal challenges to their success.
• Input, maintain, and analyze data in confidential databases and transfer data as needed.
• Provide ongoing training and updated documents to the campus community related to software updates, enhancements, and targeted initiatives.
• Collaborate with the Navigate Team and assist with planning and implementation of new features, units, and access as appropriate.
• Review and update the Navigate AI database and tools as needed.

CONDITIONS OF APPOINTMENT

University of Wisconsin-Whitewater does not offer H-1B or other work authorization visa sponsorship for this position. Candidates must be legally authorized to work in the United States at the time of hire and maintain work authorization throughout the employment term. If you have questions regarding this, please contact Human Resources. UW-Whitewater is not an e-verify employer, therefore STEM extensions are not options for work authorization.

Key Job Responsibilities

• May supervise the day to day activities of one or more academic programs and resolves issues exercising discretion to meet unit goals.
• Utilizes independent judgement regarding development, implementation, promotion, and evaluation for one or more academic programs, initiatives, or events.
• Identifies program, needs, contributes to the development of unit workflows, schedules logistics and secures resources for meetings, events, and interviews.
• Coordinates program components and evaluates program effectiveness and provides recommendations for improvement.

Department

One Stop - Enrollment and Retention

Compensation

Well-qualified candidates can expect a starting annual salary within the range of $42,000 - $44,000 commensurate with the candidate's education, related experience, and qualifications.

UW System employees receive an excellent benefit package. To learn more about the UW System's comprehensive benefit package, review the UW System Employee Benefits Brochure.

Required Qualifications

• Earned Bachelor’s degree
• Minimum one-year professional and/or graduate student experience in a customer service related position within higher education
• Minimum one-year professional and/or graduate student experience in administrative duties and/or office management within higher education
• Strong written communication and verbal skills

Preferred Qualifications

• Excellent interpersonal and organization skills
• Excellent attention to detail
• Experience working with university students, family/support individuals
• Experience with use of CRM (customer relationship management) systems and Student Success Platforms (example: Navigate360)
• Familiarity with student information systems, particularly PeopleSoft
• Effective interpersonal skills and ability to establish positive relationships with students, staff and faculty
• Experience with supervising student employees

Knowledge, Skills, and Abilities

• Ability to interact respectfully with people with diverse socioeconomic, cultural and ethnic backgrounds
• Willingness and ability to be an active participant in following applicable safety rules and regulations including necessary training and drills.

Campus Information

UW-Whitewater is a thriving public university located in southeastern Wisconsin. It leads the way in providing world-class, affordable higher education programs to more students than neighboring regional comprehensives in the University of Wisconsin System. A collaborative team of 1,300 faculty and staff are devoted to the success of the university’s 11,500 students at its main and Rock County campuses. The team provides high-impact practices and academic programs — online and in person — from associate to doctoral levels. Recognized nationally for affordability, inclusion, and career development, UWW serves approximately one-third first-generation students and boasts strength in many areas, especially business and education. The campus and community embrace the Warhawk Family spirit, supporting the university’s arts and nationally recognized NCAA Division-III level championship athletics. As a proud institution of access, more than 10 percent of undergraduate students use the acclaimed Center for Students with Disabilities — a priority mission since the 1970s.

UW-Whitewater's campuses are located centrally near Milwaukee, Madison, and Chicago, offering easy access to the cultural and commercial opportunities of major metropolitan areas. Near both Lake Geneva and the Wisconsin Dells, the area attracts numerous visitors from across the country. Whitewater is a vibrant college community near the Kettle Moraine State Forest offering area residents seasonal outdoor enjoyment. The nearby Rock County campus is located in Janesville, a town of 60,000 located on the Rock River and known as Wisconsin’s Park Place.

Organization Information

The University of Wisconsin-Whitewater is part of the 13-campus Universities of Wisconsin https://www.wisconsin.edu.

Wisconsin Statute 19.36(7)(b) provides that applicants may indicate in writing that their identity should be kept confidential. In response to a public records request, the University will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful final candidate will be released. See Wisconsin Statute 19.36(7)(a).

Per Regent Policy Document 20-19, University of Wisconsin System Criminal Background Check Policy and Universities of Wisconsin Administrative Policy 1275 Recruitment Policies, UW-Whitewater requires criminal background checks as a contingency to employment. A criminal background check will be conducted prior to an offer of employment. All final candidates must be asked, prior to hire, whether they have been found to have engaged in, are currently under investigation for, or left employment during an active investigation in which they were accused of sexual violence or sexual harassment. When obtaining employment reference checks, these same sexual violence or sexual harassment questions must also be asked.

The University of Wisconsin-Whitewater requires that all employees be active participants in following applicable safety rules and regulations including necessary training and drills.

For UW-Whitewater Campus safety information and crime statistics/annual Security Report, see Annual Security and Fire Safety Report if you would like a paper copy of the report please contact the UW-Whitewater Police at 262-472-4660.

UW IS AN EQUAL OPPORTUNITY EMPLOYER:

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, disability, status as a protected veteran, or any other bases protected by applicable federal or State law and UW System policies. We are committed to building a workforce that represents a variety of backgrounds, perspectives, and skills, and encourage all qualified individuals to apply.