Success Coach

** Office of Student Affairs
**** Exempt, Contingent II, Full-Time, Pay Grade 1.2
***
* Location:

Stateside Remote
** University of Maryland Global Campus (UMGC) seeks a Student Success Coach in the Office of Student Affairs.

The Success Coach empowers students on their UMGC journey by listening, guiding, motivating, and celebrating the student’s success from the point of enrollment through graduation. Intentional, targeting outreach allows the Success Coach to co-create with the student an academic plan, provide the right resources at the right time, connect them to the University community and motivate them to achieve their goals.

Success Coaches will provide concierge level support to an assigned population of students through multi-channel student engagement including inbound and outbound calls, texts, virtual advising appointments, and emails to students to ensure they are on a path to successfully matriculate to their desired credential. Success Coaches spend most of their day on the phone. A successful candidate will use strong critical-thinking skills to help a diverse population of adult learners overcome a myriad of obstacles to fulfill their educational objectives.

Successful candidates enjoy working in a high energy, fast-paced environment that relies heavily on technology, demonstrate enthusiasm, curiosity, and initiative, and possess excellent interpersonal skills and the ability to establish rapport with new and returning students.
** KEY

ACCOUNTABILITIES INCLUDE:
*** Manage and coach assigned students from the point of first class start to program completion through proactive service and outreach.
* Prepare students for academic success by partnering to interpret academic requirements, select appropriate courses and co-create term specific academic plans that lead to program completion
* Possess thorough understanding of UMGC product knowledge, policies, procedures, systems to guide students effectively and accurately.
* Be highly visible and dynamic through a high volume of interactions with our adult students by phone, video conferencing, text, and email on a regular and consistent basis.
* Accurately document, maintain, and track all student interactions, information, and progression through the Customer Relations Management system.
* Act as a liaison for students by assisting with all administrative processes to include registration, degree planning, payment options, and act as a liaison between students and other University departments.
* Connect students to the right internal and external resources at the right time that enhances their education through consultative conversations.
* Provide comprehensive responses to student questions regarding transfer credit, transcripts, document tracking, and other records being sent to the university.
* Contribute to individual, team, and unit goals on a daily, weekly, monthly basis to ensure new and returning student growth targets are met.
* Maintain metrics of meets expectations or exceeds expectation to achieve speed to response goals, demonstrate high quality customer services through all student interactions, and sustain case management of student population.
* Maintain departmental Service Level Agreements in line with management expectations.
** SPECIFIC

RESPONSIBILITIES INCLUDE:

*** Proactively develop and maintain relationships with applicants by establishing rapport and trust, educating them on UMGC programs and services, admissions requirements and preparing them for academic success.
* Guide new students through the registration process by engaging in a consultative dialogue based on student needs, motivations, career, and educational goals; presenting information in a professional, articulate, and confident manner resulting in enrollment and first term success at UMGC.
* Inspire, coach, and advise assigned population of students on their program, online learning environment, administrative and registration processes, and potential life issues such as time management, academic challenges, and study skills through graduation.
* Assist in new student on-boarding to include online orientation as well as conducting Welcome Calls.
* Be knowledgeable of UMGC services to include hybrid classes and testing services at military and civilian sites where relevant.
* Monitor and outreach to students based on attendance, intervene early with at-risk students, and assist students through the satisfactory academic progress process throughout their UMGC program.
* Maintain a mastery of advising content knowledge for all university programs.
* Participate in recruitment activities and student retention initiatives including attending virtual and/or onsite open house events, information sessions, webinars, and other events as requested to offer guidance to new and returning students.
* Partner with Tuition Planning department to provide options and guidance regarding all payment options.
* Guide students through the online payment processing system as needed.
* Communicate…