Student Success Advocate in Oxford

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-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.

Job Description

• 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.

Qualifications

• Minimum Qualifications
  Education & Experience: Bachelor's degree; OR Associate degree plus at least one (1) year of full- or part-time experience in a customer-centric field; OR High 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

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