Success Coach

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and mentor assigned students from the beginning of their classes until they complete the program.

• Equip students for academic achievement by clarifying academic requirements, selecting courses, and collaboratively developing academic plans.

• Engage with students actively through various channels including phone, video conferencing, text, and email.

• Record and monitor student interactions and progress within the CRM system.

• Assist with registration, degree planning, payment alternatives, and administrative university processes.

• Connect students with both internal and external resources.

• Address inquiries regarding transfer credits, transcripts, document tracking, and records management.

• Cultivate relationships with applicants and inform them about UMGC programs, services, and admission requirements.

• Guide new students through the registration process, onboarding, online orientation, and Welcome Calls.

• Counsel students on academic programs, online learning, administrative processes, time management, academic challenges, and study skills.

• Monitor attendance and proactively engage with at-risk students.

• Support students throughout the satisfactory academic progress process.

• Participate in recruitment and retention efforts, open houses, information sessions, webinars, and other events.

• Collaborate with Tuition Planning on payment options and assist students with online payment processing.

• Help resolve outstanding balances to avoid interruptions in program participation.

• Stay informed about federal and institutional policies regarding Title IV, tuition assistance, VA benefits, payment plans, and billing procedures.

• Adhere to service-level agreements and contribute to targets for student growth.

⛳️ Requirements

• A bachelor's degree from an accredited institution of higher education.

• At least one (1) year of relevant experience in delivering exceptional customer service, handling significant inbound/outbound phone volume.

• Strong customer service and time management abilities.

• High adaptability to learning.

• Innovative problem-solving capabilities.

• Proficient interpersonal, oral, and written communication skills.

• Effective presentation skills.

• Keen attention to detail and accuracy.

• Proficient computer and typing skills.

• Familiarity with Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.

• Access to equipment and broadband internet that meet the specified requirements for a fully remote position.

• Willingness to work some evenings and weekends.

• Flexibility to work certain holidays as dictated by business needs.

🏝️ Benefits

• 22 days of paid vacation.

• 15 days of sick leave.

• 3 personal days.

• 16 paid holidays (17 during general election years).

• Comprehensive health care options, including medical with vision, dental, and prescription plans for individuals and families.

• Subsidized medical and prescription benefits for eligible Contingent II employees in the state of Maryland.

• Health-plan purchase stipend available for eligible Contingent II employees.

• Term Life Insurance coverage.

• Accidental Death and Dismemberment Insurance.

• Long-Term Disability Insurance coverage.

• Retirement stipend equal to 7.25 percent of base salary.

• Supplemental retirement account options including 401(k), 403(b), 457(b), and Roth plans.

• Tuition Remission benefits at UMGC or the University of Maryland College Park.

• Spouse and dependent undergraduate tuition remission after two years of service.