Success Coach

Success Coach

Office of Stateside Military Operations

Exempt Contingent II Full Time Pay Grade 1.2

Job Location: 4 days weekly in Hagerstown MD and 1 day weekly telework

University of Maryland Global Campus (UMGC) seeks a Success Coach in the Office of Student Success Coach empowers students on their UMGC journey by listening guiding motivating and celebrating the students success from the point of enrollment through graduation. Intentional targeted outreach allows the Success Coach to cocreate 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 conciergelevel support to an assigned population of students through multichannel 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 criticalthinking 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 highenergy fastpaced 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 cocreate termspecific academic plans that lead to program completion

• Possess a thorough understanding of UMGC product knowledge policies procedures and 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 acting as a liaison between students and other University departments.

• Connect students to the right internal and external resources at the right time which 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 and monthly basis to ensure new and returning student growth targets are met.

• Maintain metrics of meeting expectations or exceeding expectations to achieve speed to response goals demonstrate highquality customer service through all student interactions and sustain case management of the 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 firstterm success at UMGC.

• Inspire coach and advise the 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 onboarding 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 atrisk 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 the Tuition Planning department to provide options and guidance regarding all payment options.

• Guide students through the online payment processing system as needed.

• Communicate directly with students to resolve current balances using a high level of customer service and problemsolving skills to prevent interruption to their program.

• Maintain knowledge of federal and institutional policies and regulations pertaining to Federal Title IV tuition assistance VA (Veteran Affairs) benefits payment plans and billing system.

• Other duties as assigned.

REQUIRED EDUCATION AND EXPERIENCE:

• An earned bachelors degree from an accredited institution of higher learning.

• One 1 year of relevant work experience providing outstanding customer service with heavy inbound/outbound phone volume.

• Candidates must possess excellent customer service and time management skills high learning agility creative problem solving interpersonal oral and written communications and presentation skills with strong attention to detail and accuracy.

• Excellent computer and keyboarding skills (Microsoft Office inclusive of Word Excel PowerPoint Outlook).

PREFERRED EDUCATION AND EXPERIENCE:

• Previous experience in any of the following areas:online higher education admissions advising enrollment management recruiting educational or trainingindustry sales consultative inside sales of a service offering call center or highvolume customer service environment.

• Experience leveraging CRM or call center applications and tools such as a dialer is also preferred.

• Bilingual English/Spanish