Student Success Advocate

Miami University (Ohio); Oxford (OH); On-site; USD 40,000 - 50,000; Full time

Job summary

Miami University in Oxford, OH seeks a Student Success Advocate to deliver high-level, front-line services to students and families, resolving inquiries related to registration, billing, and financial aid while upholding university policies.

This role supports enrollment through graduation, collaborates with campus partners, and participates in outreach, records management, and special projects; requires strong communication, problem-solving, and a commitment to inclusive service.

Qualifications

• Bachelor’s degree required or equivalent combination of education and experience.
• One year of customer-centric work for Associate degree, or two years for HS diploma.
• Strong communication, problem solving, and organizational abilities are essential.

Responsibilities

• Deliver exceptional, student-centered customer service and complex problem resolution via multiple channels.
• Counsel students and families on financial aid, billing, and registration processes.
• Serve as liaison for students, collaborating with campus partners to resolve issues.

Skills

Service Excellence

Communication

Problem Solving

Public Speaking

Project Management

Interpersonal Skills

Availability

Google Workspace

Microsoft Office

Education

Bachelor’s degree

Associate degree + 1 year experience

High school diploma/GED + 2 years experience

Tools

Google Workspace

Microsoft Office

Job description

Job Title

Student Success Advocate

Department

EMSS One Stop

Worker Type

Regular

Pay Type

Salary

Position Salary Minimum

$40,000

Position Salary Maximum

$50,000

Salary will be commensurate with the level of the position, education, and experience.

Scheduled Weekly Hours

40

Benefit Eligible

Yes

Screening Date

2026-10-08

Job Description Summary

The Student Services Advocate provides high-level, front-linecomprehensive services and outreach to students and families withthe highest standard of customer service, empathy, and accuracy. Operating within a fast-paced, high-volume environment, this roleutilizes advanced problem-solving skills and a deep knowledge ofuniversity policies to resolve inquiries related to registration,billing, and student financial assistance. The Advocate acts as acentral resource, ensuring a seamless, holistic student experiencefrom enrollment through graduation.

Job Description

Customer Service & Holistic Advising

• Delivers exceptional, student-centered customer service andcomplex problem resolution via phone, email, virtual meetings, andin-person interactions.
• Counsels students and families regarding financial aidpackages, billing statements, payment plans, and registrationprocesses.
• Serves as a dedicated liaison and advocate for studentsnavigating complex university systems, collaborating with campuspartners to resolve intricate issues.
• Maintains a welcoming, inclusive environment for a diversepopulation of students, parents, staff, and externalstakeholders.

Enrollment & Records Management

• Accurately processes registration forms, schedule changes,independent study requests, enrollment verifications, and academictranscripts.
• Maintains an in-depth understanding of divisional policies,university regulations, withdrawal procedures, and re-enrollmentprocesses.
• Ensures strict compliance with the Family Educational Rightsand Privacy Act (FERPA) and other federal, state, and institutionalregulations.

Outreach & Communications

• Develops and delivers engaging presentations toprospective/current students, families, and university staffregarding One Stop services.
• Supports university outreach initiatives targeted towardsspecific student populations to promote retention and financialliteracy.
• Contributes to digital communication efforts, includingreviewing and updating website content and knowledge-basedocumentation.

Administration & Special Projects

• Manages case records, tracking interactions and resolutionmetrics within the university’s ticketing/CRM system.
• Represents the One Stop on university-wide committees andserves as a designated liaison to specific academic oradministrative departments.
• Stays current on evolving federal, state, and institutionalpolicies affecting student financial aid and higher educationbilling.
• Performs other duties and special projects as assigned.

Minimum Qualifications

• Education & Experience: Bachelor’s degree; ORAssociate degree plus at least one (1) year of full- or part-timeexperience in a customer-centric field; OR High schooldiploma/GED plus at least two (2) years of fulltime experience ina customer-centric field.

Preferred Qualifications

• Direct experience working in a higher education setting,specifically within student financial aid, registration, or studentaccounts/billing.
• Familiarity with Miami University’s institutional structure,academic divisions, and campus resources.
• Experience utilizing student information systems (e.g., Banner)and customer relationship management (CRM) software.

Required Knowledge, Skills, and Abilities

• Service Excellence: Ability to assist students andfamilies graciously, efficiently, and accurately underpressure.
• Communication: Exceptional oral, written, andactive-listening communication skills.
• Problem Solving: Strong analytical and critical-thinkingskills to resolve ambiguous or complex student issues.
• Public Speaking: Comfort and proficiency in presentingto both small and large groups.
• Project Management: Demonstrated ability to manageindependent projects, multitask, and meet deadlines.
• Interpersonal Skills: Proven ability to communicate andinteract effectively with individuals of all ages and diverse socioeconomic and cultural backgrounds.
• Availability: Ability to work flexible hours, includingoccasional evenings and weekends, and attend off-campus universityfunctions as required (minor travel may be necessary).

Technical Proficiency:

Working knowledge of Google Workspaceand Microsoft Office Suite.

Required Application Documents

resume and cover letter

Special Instructions (if applicable)

none

Additional Information

A criminal background check is required. All campuses are smoke-and tobacco-free campuses.

This organization participates in E-Verify.

Remote Work

For positions that are approved for remote work: Remote work is nota right, it is a work arrangement that can be modified or revokedby Miami University at any time for any reason, including theconvenience of the University.

Reasonable Accommodations

Requests for reasonable accommodations for disabilities related toemployment should be directed to [e-mail] or 513-529-3560.Questions and follow-ups regarding requests should also be directedhere.

Miami University Values Statement

MiamiUniversity is a scholarly community whose members believe that a liberal education is grounded in qualities of character as well as of intellect. We respect the dignity of other persons, the rights and property of others, and the right of others to hold and express disparate beliefs. We believe in honesty, integrity, and the importance of moral conduct. We defend the freedom of inquiry that is the heart of learning and combine that freedom with the exercise of judgment and the acceptance of personal responsibility.

For more information on Miami University’s mission and core values, please visit the Mission and Core Values webpage.

Equal Opportunity/Affirmative Action Statement

Miami University, an Equal Opportunity/Affirmative Action employer,encourages applications from protected veterans and individualswith disabilities. Miami University prohibits harassment,discrimination and retaliation on the basis of age (40 years orolder), color, disability, gender identity or expression, geneticinformation, military status, national origin (ancestry),pregnancy, race, religion, sex/gender, status as a parent or fosterparent, sexual orientation, or protected veteran status in itsapplication and admission processes, educational programs andactivities, facilities, programs or employment practices. Requestsfor reasonable accommodations for disabilities related toemployment should be directed to [e-mail] or 513-529-3560.

Clery Act

As part of the University’s commitment to maintaining a healthy and safe living, learning, and working environment, we encourage you toread Miami University’s Annual Security & Fire Safety Reportat: http://www.MiamiOH.edu/campus-safety/annual-report/index.html, which contains information about campus safety, crime statistics,and our drug and alcohol abuse and prevention program designed toprevent the unlawful possession, use, and distribution of drugs andalcohol on campus and at university events and activities. Thisreport also contains information on programs and policies designedto prevent and address sexual violence, domestic violence, datingviolence, and stalking. Each year, email notification of thiswebsite is made to all faculty, staff, and enrolled students.Written notification is also provided to prospective students andemployees. Hard copies of the Annual Security & Fire SafetyReport may be obtained from the Miami University Police Departmentat 513-529-2223.

Labor Law Posters for Applicants

Please visit our Labor Law Posters webpage to access all relevant and applicable labor law information.