Student Re-Enrollment Advisor, Senior Associate

About EAB

At EAB, our mission is to make education smarter and our communities stronger. We work with more than 2,800 institutions to drive transformative change through data-driven insights and best-in-class capabilities. From kindergarten to college to career, EAB partners with leaders and practitioners to accelerate progress and drive results across enrollment, student success, institutional strategy, data analytics, and advancement. We work with each partner differently, tailoring our portfolio of research, technology, and marketing and enrollment solutions to meet the unique needs of every leadership team, as well as the students and employees they serve.

At EAB, we serve not only our partner institutions but each other—that's why we are always working to make sure our employees love their jobs and are invested in their communities. See how we've been recognized for this dedication to our employees by checking out our recent awards.

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The Student Re-Enrollment Advisor supports previously enrolled students through EAB's re-enrollment service. The Advisor manages proactive outreach, develops clear re-enrollment plans with students, helps identify and navigate barriers, and coordinates with partner institutions to move students from initial engagement through successful re-enrollment.

This is not a traditional academic advising role. Advisors do not make academic, financial aid, or institutional decisions on behalf of partner institutions. Instead, they provide structured, student-centered guidance, sustained follow-up, and coordinated support within defined playbooks and escalation paths. Success is measured through student engagement, completion of re-enrollment milestones, effective barrier navigation and institutional coordination, data quality, and ultimately student re-enrollment outcomes.

This role offers the opportunity to work on a high-visibility service focused on enrollment recovery and student re-engagement. The Advisor will work closely with the Program Manager for Student Re-Enrollment and VP of Student Success & Analytics while serving as a consistent point of support for students and coordinating closely with partner institutions.

The Advisor will directly influence student outcomes while helping EAB strengthen and scale a repeatable, revenue-linked service model. Student conversations, campaign performance, and frontline insights from this role will directly inform how EAB improves its re-enrollment strategy, technology, partner processes, and service model as the program expands.

This position may be based in Washington D.C.; Richmond, VA; or is open to remote employment within the continental United States.

• →Manage an assigned caseload of previously enrolled students across five to eight partner institutions, adapting support to each institution's processes, policies, timelines, escalation pathways, and student populations while maintaining proactive follow-up through a documented outcome or disposition.
• →Quickly develop and maintain working knowledge of partner institutions' re-enrollment processes and resources, including admissions/readmission, academic standing, financial aid, registration, advising, and student accounts.
• →Conduct high-volume student outreach and engagement through phone, email, SMS, and scheduled Zoom appointments, using structured multi-channel campaigns and varied outreach times based on program needs.
• →Build rapport with students and understand their goals, motivations, circumstances, and readiness to return using defined intake and engagement frameworks.
• →Develop clear re-enrollment action plans with engaged students, identifying next steps, responsible parties, key deadlines, and anticipated barriers.
• →Help students navigate common barriers, including outstanding balances, financial aid requirements, registration holds, readmission processes, academic standing, uncertainty about returning, and competing work or family responsibilities.
• →Provide clear process guidance, reminders, encouragement, and accountability while maintaining appropriate role boundaries; execute context-rich handoffs to appropriate partner offices and follow through when student progress stalls.
• →Monitor student progress across re-enrollment milestones and use engagement history, deadlines, and available student data to prioritize outreach and determine the appropriate level of support.
• →Maintain accurate, consistent documentation of student interactions, barriers, commitments, handoffs, outcomes, and follow-up actions in EAB's Navigate360 CRM and outreach tools.
• →Identify recurring student barriers and institutional process breakdowns and translate frontline observations and program data into actionable insights and recommendations for the Program Manager and partner institutions.
• →Collaborate with internal EAB teams and partner staff on campaign execution, escalations, process refinement, and program evaluation; provide feedback on Navigate360, outreach automation, AI-enabled engagement tools, messaging, workflows, and knowledge resources to improve effectiveness and the student experience.
• →Protect student information, follow applicable privacy requirements and EAB standards, and appropriately escalate sensitive, urgent, or out-of-scope student needs. 

• Bachelor’s degree required.
• Approximately 3+ years of relevant higher education experience in academic advising, admissions or enrollment management, student success, retention, re-engagement, or a related student-facing function.
• Demonstrated experience managing a student caseload or pipeline and engaging students through multiple channels in a high-volume, outcomes-driven environment.
• Strong written and verbal communication skills, with the ability to explain complex information clearly, empathetically, and efficiently.
• Strong problem-solving, resourcefulness, and learning agility, with the ability to quickly learn unfamiliar processes, locate reliable information, and determine next steps with limited supervision.
• Demonstrated initiative and ownership, with the ability to identify and address blockers, seek needed information or resources, and independently move work forward in a remote, evolving environment.
• Strong relationship-building and cross-functional communication skills, with the ability to advocate for student progress across organizational boundaries.
• Strong organizational and prioritization skills, with the ability to manage competing priorities and context-switch across multiple partner institutions while maintaining accuracy and consistent follow-through.
• Strong technology fluency and adaptability, with the ability to quickly learn and effectively use CRM, student information systems, communication, workflow automation, and AI-enabled tools.

• Experience supporting adult learners, stop-out or returning students, or other populations navigating complex pathways to enrollment.
• Familiarity with Navigate360, other higher education CRM platforms, or student information systems.
• Experience supporting multiple institutions, campuses, programs, or complex stakeholder environments with differing processes and requirements.
• Commitment to embracing a continual learning environment and contributing to a dynamic and welcoming culture of fairness, authenticity, and belonging in support of EAB’s mission, values, and aspiration

If you’ve reached this section of the job description and are unsure of whether to apply, please do! At EAB, we welcome new perspectives and learn from each other’s unique experiences. We would encourage you to submit an application if this is a role you would be passionate about doing every day.