Student Success Coach

About CCRI

The Community College of Rhode Island is New England's largest community college, and a nationally‑recognized leader in catalyzing student success and achievement for recent high school graduates and returning adults alike. We provide affordable, open access to higher education and deliver on our mission to offer all students the opportunity to acquire the knowledge and skills necessary for intellectual, professional, and personal growth.

Diversity is our strength. We champion equity and celebrate, support, and thrive on the diverse experiences, backgrounds, and perspectives represented across our four campuses.

The Student Success Coach will provide a high level of holistic, personalized support to an assigned group of students from enrollment to graduation through in‑person and online meetings, inbound and outbound calls, texts, and emails to ensure they are on a path to successfully earn their degree. The Coach helps a diverse group of students overcome obstacles by conducting proactive, data‑informed outreach, navigating social, academic, and administrative aspects of CCRI, and bridging academic and co‑curricular boundaries by connecting students with interest and identity groups, professors, and campus resources.

• Demonstrate a commitment to the philosophy and mission of a comprehensive community college
• Work collaboratively in a diverse, inclusive and student‑centered environment, with students of various learning styles, cultures, identities, and life experiences
• Provide quality customer service in a diverse and inclusive environment

• Accurately document, maintain, and track student interactions, information, and progression through CCRI systems such as Banner, Starfish, Argos Reports, and CRM
• Act as a liaison by assisting with administrative processes, including registration, degree planning, payment and financial aid options, and act as a liaison between students and other departments. Assist students, individually or in groups, with College Scheduler class registration, Satisfactory Academic Progress workshops, etc.
• Monitor and outreach to students, intervene early with students and assist students through the satisfactory academic progress process. Assist students with financial aid appeal package completion; review documentation, make appeal decision and complete decision documentation. Establish and monitor educational plan for students with approved appeals.
• Possess thorough understanding of CCRI knowledge, policies, procedures, and systems to effectively and accurately guide and coach students with situation applications and self‑service usage. Maintain a mastery of advising content knowledge for academic programs.
• Maintain basic knowledge of federal and institutional policies and regulations pertaining to Federal Title IV, RI Promise, payment plans, and billing system by participating in ongoing internal and external training.

• Be highly visible and dynamic through interactions with students by phone, video conferencing, text, and email on a regular and consistent basis
• Manage and coach assigned students from first class start to degree completion through proactive service and outreach
• Communicate directly with students to resolve current account balances using a high level of customer service and problem‑solving skills to prevent interruption to their program
• Provide options to students regarding all payment options and guide students through the steps of the financial aid process

• Proactively develop and maintain relationships with students by establishing rapport and trust, educating them on CCRI programs and services, academic requirements, and preparing them for academic success
• Employ a holistic advising approach that allows for in‑depth conversations with advisees, while establishing roles of trust, and allows for effective referral of students to available resources
• Guide students by engaging in a consultative dialogue based on student needs, motivations, career and educational goals; presenting information in a professional, articulate, and confident manner
• Insp…