Job Description

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 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, targeted 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 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 high-quality 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 first-term 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 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 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 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.

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.  

• Bilingual English/Spanish

All submissions should include a cover letter and resume.

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