Student Success Specialist

Creighton University in Omaha, NE is seeking to hire a full-time Student Success Specialist. 

This role serves as a key front-line support professional within the Student Financial Services (SFS) or Sudent Success suite, providing exceptional customer service to students, families, and campus partners.This is an in person on campus role. 

Responsible for welcoming visitors, fielding incoming requests via telephone and email to ensure courteous, timely, and effective resolution of end user issues. Plays a critical role in maintaining accurate records, resolving outstanding issues, and ensuring operational excellence through standard operating procedures (SOPs). Resolve and escalate interactions when appropriate. Receive, prioritize, and document information while actively working with the end user. Manage documentation, supporting process improvement initiatives, and facilitating clear communication among Student Financial Service team, Student Success, and other University partners. The Specialist plays a critical role in maintaining accurate records, resolving outstanding issues, and ensuring operational excellence through standard operating procedures (SOPs). The Specialist will both resolve and escalate interactions when appropriate and necessary to meet performance expectations.

Key Responsibilities

Customer Service & Front-Line Support

• Greet and assist all visitors to the Student Financial Services or Student Success suite, identify their needs, and direct them to the appropriate office or resource.
• Assist students and families in navigating issues related to Student Success, Financial Aid, or Student Accounts, offering resolution support or referring as needed.
• Serve as an on-site notary public for necessary university documentation.
• Answer and resolve or route incoming phone calls and voicemails, ensuring all interactions are logged in the CRM system of record.
• Monitor and respond to emails and cases, providing timely and accurate support.
• Initiate outreach for students showing risk indicators or disengagement.
• Accountable for monitoring support and student progression for a specific co-hort of students 
• Liaise with advisors, academic success coaches, and faculty to ensure coordinated interventions.
• Schedule and support proactive advising campaigns and resource-sharing efforts.
• Develop short “nudges” (email/text templates) to prompt student action

Process Management & Documentation

• Meet with representatives from Student Success or Student Financial Services, and other related departments to understand processes and document them clearly.
• Maintain, manage, and regularly update Standard Operating Procedures (SOPs) based on process reviews and input from relevant stakeholders.
• Ensure documented processes remain accurate, up-to-date, and reflective of current practices, addressing obsolete or incorrect information.
• Assist in the review of older, unresolved cases across departments and support resolution through collaboration with stakeholders.
• Track and support historically underserved student populations: Pell-eligible, first-generation, international students, students of color, and students with disabilities. Identify patterns/barriers unique to these groups and elevate to leadership.
• Partner with campus offices to ensure students are aware of and utilizing support services.

Document Handling & System Use

• Manage receipt and tracking of documentation submitted via Jaydrop, ensuring timely and accurate processing.
• Log and track all visitor interactions, documents, and call outcomes in the CRM or other designated systems.
• Track academic progression, enrollment status, registration holds, midterm grades, and alert systems (e.g., CreightonConnect, DegreeWorks).
• Help gather and synthesize data on outreach impact and student engagement and create reports or summaries to guide continuous improvement efforts.
• Contribute to inclusive, student-centered communications and messaging.

Student Employee Supervision & Programming support

• Provide oversight, training, and task assignment to student employees working.
• Ensure student workers are equipped to offer basic support and escalate issues as needed.
• Co-lead first generation leadership programming, parent & family programming and student sub-population dinners and programming.

At all times, employees are expected to uphold Creighton’s core values and demonstrate commitment to valuing diversity and contributing to an inclusive working and learning environment, while adhering to all University Ethical Standards of Conduct, rules, regulations, and job requirements, including required educational trainings

Qualifications:

• Bachelor's degree required.
• At least 2 years of experience in higher education, customer service, or administrative support.
• Knowledge of Financial Aid and Student Accounts processes preferred.
• Experience with CRM systems and document management platforms a plus.
• Notary Public certification or willingness to obtain.
• Ability to work with and protect sensitive and confidential data.
• Show composure, resilience, and flexibility as customer and department needs evolve.

How to Apply

Applicants are encouraged to apply with a cover letter and up to date resume (attach to online application). If you have any questions or need assistance, please contact hr@creighton.edu