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

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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:

Attention:

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 on-going 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