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Student Experience

4 months ago

Chicago, United States Moody Bible Institute Full time

Reporting to the Dean of Residence Life, the Student Experience and Success Manager will be responsible for increasing retention numbers across all venues by providing high-quality, cross-departmental customer service to students on all campuses of Moody Bible Institute.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

  • Monitor students' progress and engagement through key reports (Campus Solutions, Salesforce, Canvas, Student Interview Questionnaires, etc.) to help identify High-Risk students.
  • Manages schedule for Moody central desk coverage and handles escalated calls.
  • Track various budget items for hourly employees, office supply purchases, and Moody food service charges.
  • Manage a group of 10-15 student workers. This includes training, coaching, approving timecards, and running staff meetings.
  • Track and report on customer contacts and common concerns to help provide feedback for solutions-focused conversations.
  • Prepare and run the Moody Central/Student Success Team meeting to collaborate on solutions to issues or concerns, publish necessary updates from each department, and plan for upcoming deadlines.
  • Comply with FERPA, and Financial Aid policies and procedures.
  • Collaborate interdepartmentally and with campus leadership to facilitate and improve student services.
  • Supervise, train, and coach a team of Student Mentors who are tasked with providing mentorship, guidance, and direction to High-Risk students.
  • Assist the Dean of Residence Life in creating strategic Call Campaigns, Mail Campaigns, and Email Campaigns that increase student engagement.
  • Co-Chair Moody Bible Institute's Retention Committee alongside the Dean of Residence Life.
  • Responsible for collaborating with key departments to efficiently serve students during New Student Orientation
  • Responsible for creating and executing Chicago campus student Engagement Campaigns, such as Hold, Registration, and Student Financial Service Campaigns, to increase student engagement and bolster retention.
  • Responsible for updating, executing, and monitoring communications of incoming students after matriculation.
  • Conducts research using current and previous student enrollment and response numbers and presents the results to VPs or other stakeholders.
  • Create, develop, and implement policies and procedures that ensure consistency in the services provided through both the Student Mentors and Moody Central Customer Service representatives.
  • Perform other duties as assigned.
Minimum Requirements
  • Bachelor's Degree
  • Two or more years of experience in customer service or higher education
  • Excellent interpersonal, verbal, and written communication skills
  • Friendly and serving demeanor.
  • Proven skill in building and maintaining good working relationships with various stakeholders.
  • Experience in leading teams.
  • Experience in high-stress situations.
  • Solution Focused to provide students with outstanding customer service.
  • Detail Oriented
  • Authorized to work in the US legally without sponsorship.


Preferred Requirements
  • Master's degree
  • Five years of experience in higher education
  • Experience in conflict resolution


Work Environment/Conditions

Moody Bible Institute is a Christian-based Higher Education and Media Ministry. We exist to equip people with the Truth of God's Word. If you are mission-minded, and have a servant's heart, join us as we look to further impact the Kingdom of God.

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, and photocopiers.

This is a full-time position that is typically scheduled 38.75 hours per week between the hours of 8:00 am - 5:00 pm Monday through Friday. This role is expected to be onsite.

Additional Information

Moody Bible Institute is a Christ-centered, multicultural community that values and seeks faculty and staff who are committed to diversity, work effectively with diverse populations, and engage others in ways that honor our rich cultural mosaic and biblical foundation. Candidates must align with MBI's Christian identity.Employees are expected to sign a Statement of Faith and adhere to the Community Standards.

We comply with all applicable laws pertaining to nondiscrimination on the basis of race, color, national origin, sex, age, disability, and any other applicable legally protected category.As a religious institution, we have the right to, and do, require that employees hold beliefs consistent with our Doctrinal Statement and conduct themselves in a manner consistent with our religious beliefs, as explained in our Community Standards.