As a part of a diverse community of faculty and staff who represent many faith systems and worldviews, Marian University is seeking qualified applicants for an Online Student Services Specialist to join its online team. The Online Student Services Specialist will promote our Catholic Franciscan mission and identity by serving as a primary point of contact and advocate for students enrolled in Marian University Online programs, guiding students from initial enrollment through graduation with a focus on retention, persistence, and meaningful student outcomes. The role owns proactive outreach, retention and yielding efforts, student support referrals, and timely documentation, while collaborating with admissions, faculty, program managers, and campus partners to provide a seamless student experience. As a individual contributor, the position models best practices, contributes to process improvement, and operates independently with strong accountability for outcomes. The Online Program Student Services Specialist will report to the Assistant Director of Online Operations.
Essential Duties and Responsibilities:
- Actively engage the Catholic Franciscan mission and identity of Marian University by modeling the Franciscan Sponsorship Values and honoring the legacy of the founding congregation through transformative education, unity in diversity, leadership through service, integrating faith and life, and institutional policies.
- Student Advising and Success – Serve as the primary academic advisor and success advocate for an assigned caseload; conduct initial and follow-up advising appointments; guide degree planning, registration, academic expectations, and technology navigation; identify barriers; coordinate referrals to tutoring, student success coaching, financial aid, disability accommodations, counseling, and other resources; and maintain timely, accurate student documentation.
- Retention and Proactive Outreach – Monitor student engagement, academic performance, enrollment status, and at-risk indicators; develop weekly caseload lists and intervention plans; conduct proactive email, phone, and virtual outreach; document contacts, outcomes, and follow-up actions; and track retention activity and outcomes for the assigned caseload.
- Yielding and Enrollment Support – Collaborate with admissions and recruitment to yield newly admitted students from acceptance through first enrollment; execute communication plans; conduct initial advising meetings with admitted students; remove barriers to enrollment; confirm registration; maintain accurate admitted/enrolled tracking; and identify patterns affecting yield.
- Process Documentation, Compliance, and Continuous Improvement – Follow established SOPs and communication and escalation protocols; accurately complete advising notes, outreach logs, case records, and other required documentation within established timelines; participate in supervisor check-ins; provide transparent updates; and identify process gaps and propose solutions.
- Collaboration and Campus Partnerships – Collaborate with admissions, registrar, financial aid, business office, faculty, program managers, and other campus partners to resolve student issues; coordinate and follow through on student support referrals; participate in team meetings, training, and professional development; and represent Marian University Online professionally while modeling the Catholic Franciscan mission.
Additional Functions:
- Provide user system documentation or training programs as needed.
- Assess organizational needs and recommend improvements or new systems.
- Support institutional goals by performing additional duties as assigned.
University Expectations:
- Knowledge of and a commitment to the mission of Marian University
- Adheres to Marian University’s policies and procedures
- Shows courtesy and respect in interactions with fellow employees, students subordinates, and supervisors
- Ensure that appropriate confidentiality is maintained in working with students.
- Adhere to all FERPA, University regulations, and HIPPA guidelines.
- Communicates regularly with supervisor about Department issues
- Strong technical/computer skills, good analytical skills.
- Excellent verbal and written communication skills.
Required Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Bachelor's degree.
- Master’s degree preferred.
- Advanced knowledge and experience with an SIS and CRM
- 2-5 years of progressive experience in academic advising, student-services, retention and online education
- Demonstrated ability to manage a student caseload with consistent follow-through, attention to detail, and timely documentation.
- Ability to work independently, self-manage competing priorities, and meet deadlines without close oversight.
- Strong quantitative and analytical abilities.
- Experience with yielding, enrollment support or recruitment outreach.
- Ability to adapt to changing expectations.
- Ability to maintain confidentiality and communicate effectively with diverse teams.
Review of applications will begin immediately and continue until the position is filled.
For Consideration All Applications Require:
- Contact information of three professional references. The reference contact information must be entered after the application is submitted in the "My Presence" section of the applicant profile.
- Responses to the supplementary mission & identity questions.
Please Review Marian University’s Mission & Identity Statement before responding to the supplementary questions on your application:
https://www.marian.edu/faith (https://www.marian.edu/faith)
Essential Functions:
Work hours necessary to perform job requirements satisfactorily on a regular basis. Manage absence from work in responsible manner to ensure service to clients, work teams, and coworkers. Comply with Marian University policies and practices and seeking clarification of them when necessary.
Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use their hands to handle or feel objects, equipment, or controls; and talk or hear. The employee is occasionally required to stand, walk, reach with their hands and arms, climb or balance, and stoop, kneel, crouch, or crawl.
The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Limitations and Disclaimer:
The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position.
All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and States Laws.
Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued employment remains on an “at-will” basis.
Marian University is an Equal Opportunity Employer. All individuals, including minorities, women, individuals with disabilities, and veterans are encouraged to apply.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
