Student Success Coach

About the Role

Works in Student Success Services and reports to the Associate Director of Student Success. The primary responsibility of this critical student support role is to transition our new online students' onboarding and increased readiness into the learning management system called Canvas (LMS). This requires frequent high-touch student communication and engagement services that encourage onboarding support to drive student achievement. You will partner in tandem with the Financial Aid and Admissions Departments to proactively ensure all students have cleared all necessary requirements to successfully begin their online education.

Core Values

• Innovation: We embrace organizational goals and drive positive change.
• Compassion: We care about our students, their future employers, and the communities that they serve.
• Accountability: We are committed to responsibly upholding and reinforcing our values.
• Respect: We are accepting and considerate of others, regardless of background, abilities, or beliefs.
• Excellence: We execute our goals with passion and purpose and strive for the highest quality in our results.

Responsibilities

• Responsible for successfully transitioning new online students from the Admissions Department to the Student Success Services and the functions of the Canvas Learning Management System (LMS).
• Responsible for mentoring new advisors during the onboarding process.
• Conduct training sessions on Student Success Processes, etc.
• Work in team environment with Financial Aid and the Admissions Departments to assist students in completing the requirements necessary for enrollment, by reviewing report data and team interactions.
• Attend weekly meetings (Scrubs) with Financial Aid and the Admissions Department to understand new student status and successful progression.
• Successfully assist new online students in completing their welcome call and orientation requirements to ensure they are prepared and ready to begin their course work on the first day of the term.
• Regularly report on students at risk of cancelling or not meeting academic requirements during the Cancellation period (first four weeks of the term).
• Responsible for the improvements in student retention and student satisfaction outcomes.
• Develop and maintain a bank of student services assistance options geared to student needs (e.g. referrals to childcare, transportation, part time jobs, etc.).
• Ensure follow up actions based on student survey results, withdrawal data, and other sources of information to get at root causes for student withdrawals prior to completion and drive improvements in student satisfaction and retention.
• Responsible for student activities (Welcome Weeks, Student Appreciations days, etc.).
• Assist with daily follow up on absent students that requires frequent calls, texting, sending emails, and status notes.
• Communicate with students one on one to discuss special topics, training and coaching.
• Oversee and provide direction for Student Mentors, Student Ambassadors and Student Clubs.
• Organize and facilitate community service opportunities for students, staff and faculty participation.
• Perform other duties as assigned by the Associate Director of Student Success.

Education & Experience

• High school diploma or equivalent required
• Experience in customer service
• Experience in problem solving in a timely manner
• Knowledge in college education
• Experienced in Microsoft software
• Data entry
• High volume inbound/outbound calls
• Must be proficient in Microsoft Office (i.e. Excel, Outlook, and Word), Web Client, Canvas and Nice inContact

Skills & Abilities

• Excellent verbal and written communication skills.
• Excellent interpersonal and conflict resolution skills.
• Excellent organizational skills and attention to detail.
• Good listener and able to help students in difficult situations
• Have a professional voice when speaking to students
• Notate every encounter with students to ensure that if any other team members that may speak to the student will be up to par

Benefits

Work from Home offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:

• Comprehensive benefits for medical, prescription drug, dental, vision, behavioral health and telemedicine services
• Wellbeing support, including free counseling and referral services
• Time away from work programs for paid time off, paid family leave, long- and short-term disability coverage and leaves of absence
• Savings and retirement resources, including a 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service), Employee Stock Purchase Plan, flexible spending accounts, preferred banking partnerships, retirement readiness tools, rollover support and financial wellbeing counseling
• Education support through tuition assistance, student loan assistance, certification support, dependent scholarships and a partnership with Galen College of Nursing
• Additional benefits for fertility and family building, adoption assistance, life insurance, supplemental health protection plans, auto and home insurance, legal counseling, identity theft protection and consumer discounts

Note: Eligibility for benefits may vary by location.

This response is AI-generated, for reference only.