Success Coach

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 directly with students to resolve current balances using a high level of customer service and problem-solving 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.

DUTY STATEMENTS:

• Employees that live within 50 miles of UMGC are required to work university commencement.
• Employees are required to work some evening and weekend hours.
• Employees may be required to work certain holiday hours based on business needs.

REQUIREMENTS FOR 100% REMOTE ROLE:

• Equipment shall be provided by the successful hire.
• UMGC will provide necessary office supplies, a laptop, monitor, and headset.
• Network communication to non-public UMGC online information technology services and data shall be made only using the UMGC Virtual Private Network (VPN) to ensure data is transmitted through encrypted channels and proper authentication.
• All computing equipment that is used, whether purchased by UMGC or the individual, must be connected to broadband internet through an Ethernet connection.
• All computing equipment that is used must be connected to broadband internet with upload and download speeds of at least 25MBPS. You must also hardwire your laptop to the router through an ethernet connection.
• Candidates may not perform personal business during scheduled work hours with the exception of non-work time, such as scheduled breaks.

REQUIRED EDUCATION AND EXPERIENCE: 

• An earned bachelor's 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 training-industry sales, consultative inside sales of a service offering, call center or high-volume, customer service environment. 
• Experience leveraging CRM or call center applications and tools, such as a dialer is also preferred.  
• Bi-lingual English/Spanish

POSITION AVAILABLE IMMEDIATELY & WILL REMAIN OPEN UNTIL FILLED

All submissions should include a cover letter and resume.

The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions.

Workplace Accommodations:

The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall, based on disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination. For information about UMGC’s Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at employee-accommodations@umgc.edu. 

Benefits Package Highlights:

• Generous Time Off: Enjoy 22 days of paid vacation, 15 days of sick leave, 3 personal days, and 15 paid holidays (16 during general election years). Time off rates will be prorated based on the number of hours worked.

• Comprehensive Health Coverage: Access to health care, medical with vision, dental, and prescription plans for both individuals and families, effective from the 1st of the month following your hire date. Contingent II employees who work on average 30 or more hours per week (130 hours per month) are eligible for subsidized state of Maryland medical and prescription benefits. Contingent II employees who work on average less than 30 hours per week but at least 20 hours per week are eligible for a stipend to assist in the purchase of a health plan.

• Insurance Options: Term Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability (LTD) Insurance. NOTE: C2 Part-time employees working less than 0.5 FTE are not eligible for LTD.

• Retirement Stipend:  Contingent II employees receive a retirement stipend equal to 7.25 percent of their base salary and are eligible to contribute to a supplemental retirement account (SRA).

• Supplemental Retirement Plans: include 401(k), 403(b), 457(b), and various Roth options. The university does not provide subsidies or matching funds.

• Tuition Remission:  CII employees are eligible immediately for Tuition Remission at UMGC or at University of Maryland College Park.  Spouses and dependent children are eligible for undergraduate tuition remission after two years of service. NOTE: For part-time employees (at least 50 percent of the time), tuition remission benefits are prorated.

SS Contingent II_2020.pdf (umgc.edu)

Hiring Rate: