Student Success Advocate

100 Miami University; United States; On-site; USD 40,000 - 50,000; Full time

Job summary

Miami University is seeking a Student Success Advocate to deliver high-level customer service in a fast-paced campus setting. You will guide students and families through financial aid, billing, and registration, acting as the go-to resource across university systems.

This role emphasizes outreach, advocacy, and seamless coordination with campus partners to promote retention and a positive student experience from enrollment through graduation.

Qualifications

• Education & Experience:Bachelor’s degree; ORAssociate degree plus at least one (1) year of full- or part-time experience in a customer-centric field; ORHigh school diploma/GED plus at least two (2) years of full-time experience in a customer-centric field.

Responsibilities

• Delivers exceptional, student-centered customer service and complex problem resolution via phone, email, virtual meetings, and in-person interactions.
• Counsels students and families regarding financial aid packages, billing statements, payment plans, and registration processes.
• Serves as a dedicated liaison and advocate for students navigating complex university systems, collaborating with campus partners to resolve intricate issues.
• Maintains a welcoming, inclusive environment for a diverse population of students, parents, staff, and external stakeholders.

Skills

Service Excellence

Communication

Problem Solving

Public Speaking

Project Management

Interpersonal Skills

Availability

Technical Proficiency

Education

Bachelor’s degree

Associate degree + 1 year experience

High school diploma/GED + 2 years experience

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

Job Description Summary

The Student Services Advocate provides high-level, front-line comprehensive services and outreach to students and families with the highest standard of customer service, empathy, and accuracy. Operating within a fast-paced, high-volume environment, this role utilizes advanced problem-solving skills and a deep knowledge of university policies to resolve inquiries related to registration, billing, and student financial assistance. The Advocate acts as a central resource, ensuring a seamless, holistic student experience from enrollment through graduation.

Customer Service & Holistic Advising

Delivers exceptional, student-centered customer service and complex problem resolution via phone, email, virtual meetings, and in-person interactions. Counsels students and families regarding financial aid packages, billing statements, payment plans, and registration processes. Serves as a dedicated liaison and advocate for students navigating complex university systems, collaborating with campus partners to resolve intricate issues. Maintains a welcoming, inclusive environment for a diverse population of students, parents, staff, and external stakeholders.

Enrollment & Records Management

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

Outreach & Communications

Develops and delivers engaging presentations to prospective/current students, families, and university staff regarding One Stop services. Supports university outreach initiatives targeted toward specific student populations to promote retention and financial literacy. Contributes to digital communication efforts, including reviewing and updating website content and knowledge-base documentation.

Administration & Special Projects

Manages case records, tracking interactions and resolution metrics within the university’s ticketing/CRM system. Represents the One Stop on university-wide committees and serves as a designated liaison to specific academic or administrative departments. Stays current on evolving federal, state, and institutional policies affecting student financial aid and higher education billing. 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-time experience in a customer-centric field; ORHigh school diploma/GED plus at least two (2) years of full-time experience in a customer-centric field.

Preferred Qualifications

Direct experience working in a higher education setting, specifically within student financial aid, registration, or student accounts/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 and families graciously, efficiently, and accurately under pressure.
• Communication: Exceptional oral, written, and active-listening communication skills.
• Problem Solving: Strong analytical and critical-thinking skills to resolve ambiguous or complex student issues.
• Public Speaking: Comfort and proficiency in presenting to both small and large groups.
• Project Management: Demonstrated ability to manage independent projects, multitask, and meet deadlines.
• Interpersonal Skills: Proven ability to communicate and interact effectively with individuals of all ages and diverse socioeconomic and cultural backgrounds.
• Availability: Ability to work flexible hours, including occasional evenings and weekends, and attend off-campus university functions as required (minor travel may be necessary).
• Technical Proficiency: Working knowledge of Google Workspace and Microsoft Office Suite.

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 not a right, it is a work arrangement that can be modified or revoked by Miami University at any time for any reason, including the convenience of the University.

Reasonable Accommodations

Requests for reasonable accommodations for disabilities related to employment should be directed to [e-mail] or 513-529-3560.

Questions and follow-ups regarding requests should also be directed here.

Miami University Values Statement

Miami University 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 individuals with disabilities. Miami University prohibits harassment, discrimination and retaliation on the basis of age (40 years or older), color, disability, gender identity or expression, genetic information, military status, national origin (ancestry), pregnancy, race, religion, sex/gender, status as a parent or foster parent, sexual orientation, or protected veteran status in its application and admission processes, educational programs and activities, facilities, programs or employment practices. Requests for reasonable accommodations for disabilities related to employment 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 to read Miami University’s Annual Security & Fire Safety Report at: 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 to prevent the unlawful possession, use, and distribution of drugs and alcohol on campus and at university events and activities. This report also contains information on programs and policies designed to prevent and address sexual violence, domestic violence, dating violence, and stalking. Each year, email notification of this website is made to all faculty, staff, and enrolled students. Written notification is also provided to prospective students and employees. Hard copies of the Annual Security & Fire Safety Report may be obtained from the Miami University Police Department at 513-529-2223.

Labor Law Posters for Applicants

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

About Miami University

Miami University is a major public university with a small college feel. Creating environments for learning excellence and providing career opportunities in Oxford, Hamilton, Middletown, West Chester and Luxembourg, our faculty, staff, and student employees are the fuel that drives Miami! We rank first nationally among public universities for best teaching by U.S. News & World Report.

Our opportunities for growth and advancement are not limited to students in the classroom. Our faculty, staff, and student employees are highly valued for their contribution toward the Miami experience.

Miami’s main campus is located in Oxford, Ohio, 35 miles north of Cincinnati. A true college town, Oxford features a wide variety of shops and restaurants within walking distance of the main campus.

Our regional campuses are located in Hamilton, Middletown, and the Voice of America Learning Center in West Chester, Ohio. For faculty and staff, Miami offers a great work environment and competitive benefits. We invite you to experience Miami and see how you can support the University’s Mission.