About UMass Amherst
UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate and professional degrees. The University sits on nearly 1,450-acres in the scenic Pioneer Valley of Western Massachusetts, and offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region.
Job Summary
The Academic Advisor works closely with program personnel and UMass staff across campus to ensure high quality advising and academic services for all assigned students, with particular emphasis on programmatic needs for transfer credits, course waivers, focus areas, and refund and withdrawal procedures. The Academic Advisor reviews applicant files, according to student assignments, and makes admissions decisions based on academic history, work experience, test scores, and professional recommendations. This position participates in various recruitment activities and promotes the program by emphasizing program benefits and success outcomes to prospective applicants. This position requires sound judgement and in-depth analysis of each applicant's credentials, as well as an understanding of the overall student body profile required to maintain quality programs and exceptional student experiences.
Essential Functions
- Lead Management and Recruitment
- Participates at all on campus and virtual information sessions for prospective students. Answers questions from the audience via chat and assists the presenter with managing audience participants.
- Travels to regional corporate partnership locations (i.e. UTC, Pfizer, EMC, MassMutual, Yankee Candle, Big Y) to promote program offerings at corporate lunch recruitment events. Creates opportunities for applicants, non-degree and matriculated students to set up one-on-one in-person advising sessions. Addresses inquiries regarding admissions and academic advising to non-degree students. Addresses general inquiries from prospective students in the absence of the Leads Analyst.
- Admissions
- Serves as a member of the Admissions Committee for Graduate Professional Programs and takes part in admissions decisions for programs offered by the department, which happens three times per year (Fall, Spring and Summer admittance).
- In straightforward cases, has the authority to admit students into Graduate Professional Programs without consultation. Recommends admissions to the Admissions Committee which meets regularly to review complex admissions cases.
- Monitors overall and individual admissions statistics of respective assignments (i.e. GMAT scores, Years of Experience, Undergraduate GPA, and age) to ensure each admissions class is of a high quality.
- Advising
- Provides academic and programmatic advising to respective students. Conducts advising sessions in-person, over the phone, through email or on-site at one of the corporate partner locations (i.e. UTC, Pfizer, EMC, MassMutual, Yankee Candle, BigY).
- Provides guidance to non-degree and matriculated students in Graduate Professional Programs regarding long-term program plans, course selective, course transfers/waivers, and academic focus pathways (standard subject areas include Finance, Marketing, Healthcare Administration, Accounting, Sport Management, & Business Analytics. Niche focus areas are specific to the student and require a custom pathway developed by the advisor and student in coordination).
- Provides information and addresses inquiries regarding add/drop/withdrawal procedures, refund policy, university accounts, and learning management system access.
- Monitors respective assignments in regards to program completion, including a review of courses taken to be applied to degree, and overall GPA requirement to graduate.
- Receives cross-training in all Graduate Professional Programs to assist in the absence of another academic advisor.
- Provides advising services to alumni who wish to remain active and continue taking courses after graduation for professional development purposes.
- Provides regular guidance and feedback to faculty on University/Graduate School policies and procedures related to poor student performance, lack of engagement and incomplete work, among other issues as they arise.
- Operations & Projects
- Contributes to the overall success of Graduate Professional Programs by providing expertise and innovative solutions to workflow procedures, department organization, and team coordination. Suggests new, efficient, and effective methods of workflow.
- Regularly reviews communication plans for non-degree, applicants and matriculated students; suggests improvements to admissions workflow processes that directly impact the student; schedules key annual dates and deadlines.
- Develops and maintains a student resource center; maintains a log of student ambassadors; monitors key performance indicators; suggests and establishes tutorials to better assist students.
- Continuously explores new and innovative ways to utilize the Customer Relationship Management (CRM) tool to improve student services, communications, and performance measurements.
Other Functions
- Performs related duties as assigned or required to meet department, executive area/division, and university goals and objectives.
- Understands responsibilities with respect to Title IX, Clery and other compliance requirements.
- Demonstrates capacity, skill and willingness to engage students and contribute to student success.
- Works collaboratively with other campus stakeholders to fulfill the mission of Student Affairs and Campus Life.
- Understands responsibilities with respect to conflicts of interest and behaves in ways consistent both with law and with University policy.
- Contributes toward creating a positive and respectful workplace defined by personal and professional competence, integrity, and collaboration.
- Understands and contributes to implementation of departmental and institutional goals for achieving non-discrimination and creating a respectful, inclusive environment that is supportive of diversity.
- Uses access to sensitive and/or not yet public university related information only in the performance of the responsibilities of position and exercises care to prevent unnecessary disclosure to others.
Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)
- Bachelor's degree.
- Four (4) years of professional work experience in advising, counseling, customer service, sales, or other related field.
- Must demonstrate strong customer service experience and focus.
- Must demonstrate exceptional interpersonal skills.
- High level of written and oral communications.
- Strong organizational and planning skills.
- Ability to take initiative and work both independently and collaboratively as a member of a team.
- Ability to exercise discretion and confidentiality with interacting with a diverse student, faculty and staff population.
- Open to using and experimenting with technology in order to be more efficient and effective.
Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)
- Master’s degree in Business, Counseling and Education.
Physical Demands/Working Conditions
- Typical office environment.
- Occasional travel to corporate partner locations required.
Additional Details
- Works under the direction of the Director of Professional Programs and Associate Dean of Graduate and Professional Programs
- Serves as part of the Admissions and Advising Services team that supports more than 1500 students (prospects, non-degrees, applicants, and matriculated students) from diverse educational backgrounds and who reside both nationally and internationally.
- Student advising assignments are made based on student location, affiliation with academic partnerships, corporate partnerships and mode of program delivery (in-person and online).
- Due to the unique profile of students (non-traditional, distance, adult learners), communication with students may occur during both evening and weekend hours.
Work Schedule
- Monday - Friday, 8:30 a.m. - 5:00 p.m.
- Required to communicate via email on nights and weekends to address student advising questions.
- This position has the opportunity for a hybrid work schedule, which is defined by the University as an arrangement where an employee’s work is regularly performed at a location other than the campus workspace for a portion of the week. As this position falls within the Professional Staff Union, it is subject to the terms and conditions of the Professional Staff Union collective bargaining agreement.
Salary Information
Level 26
PSU Hiring Ranges
Special Instructions to Applicants
Along with the application, please submit a resume and cover letter. References will eb checked at the finalist stage. Please be prepared to provide contact information for three (3) professional references. Applications will be reviewed on a continuous basis until the position is filled. Early submissions are encouraged.
UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, caste, creed, sex, age, marital status, national origin, disability, political belief or affiliation, pregnancy and pregnancy-related condition(s), veteran status, sexual orientation, gender identity and expression, genetic information, natural and protective hairstyle and any other class of individuals protected from discrimination in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University. To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans. It is the policy of UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.