Student Service Coach
7 months ago
This position serves as the primary contact for students, from orientation through the completion of their program. Our coaches manage a pipeline of students by coaching, motivating, mentoring, removing barriers, issue ownership through resolution, strategies for completion and progress. Coaches help students clarify key decision-points and identify solutions and alternatives which align with the students' motivations and goals. Student service coaches utilize strong relationship-building and influencing skills resulting in positive student behaviors and outcomes, contributing to overall student success and persistence.
Who we are:
Hybrid workplace – work model supports a blend of in-office and remote. Passionate - we are deeply connected to our students and genuinely feel excitement for helping them realize their academic aspirations. Detail Oriented – we manage complex transactions with clear, transparent, and timely communication both internally and externally. Strong Ethical Standards - we maintain a critical focus and adherence to compliance requirements as defined by university policies, procedures and applicable laws and regulations. High Energy - our team possesses the energy and determination necessary to provide valuable and timely services to our students. Committed to excellence - We value our employees and offer a generous and comprehensive benefits package and perks to show our appreciation. Dedicated to career development - as a learning organization we are committed to providing you with continuous learning resources, tuition assistance for employees and immediate family, and experiences you need no matter where you are in your career at SEI or what skills you want to gain.Who you are:
Passionate - you believe in the power of higher education. Heart and hustle - you have a strong internal drive and motivation. Problem Solver – you find ways to keep going despite obstacles. Listener – you don’t just hear people; you really listen to them. Enthusiastic – you’re genuinely excited about the prospect of changing potential students’ lives. Adaptable and organized – you remain flexible while maintaining organization and can pivot quickly and easily. Collaborator– you thrive in a team environment and are motivated by contributing to team success. Customer centric – you have at least 2-5 years of experience in a fast-paced environment, and you’ve demonstrated success in customer service, consultative sales, or account management. College graduate or maybe you have some college credits - bachelor’s degree or equivalent highly preferred.What you’ll do:
Support students through their academic careers. Proactively advise assigned students via a variety of communication vehicles. Address and resolve student problems through research, collaboration, and follow up. Serve as a point of contact for student account inquiries and follow up with all emails and voicemails within one business day. Document all student interaction through university applications. Help students create academic plans. Assist students electing to use financial aid with the appropriate application process and conduct on-going follow-up with students and/or Corporate’s Student Financial Services to resolve issues. Ensure accuracy and completeness of student payment plans, to include monitoring student accounts and communicating with students to resolve outstanding balances. Ensure that the finalization of student registrations is in accordance with established University policy. Monitor and outreach to students based on attendance, intervene with early at-risk students, and assist students through the satisfactory academic progress process. Inform students of tutoring and other University resources. Implement activities to manage quarterly collection and bad debt expenses. Monitor policy compliance in accordance with Strayer University, state, and federal rules and regulations.Job Type: Full Time
Pay: $23.00 per hour
Benefits:
401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Flexible spending account Health insurance Health savings account Life insurance Paid time off Professional development assistance Referral program Retirement plan Tuition reimbursement Vision insuranceSchedule:
The schedule is 4 days a week at the campus and 1 day remote. On the remote day you will be working 12-9 pm. That time will be adjusted by your time zone. You will also be required to work 1 Saturday a month for 4 hours. On that Saturday you will work remotely, and your shift could be either 9-1pm or 1-5 pm.
Other:
Must be able to travel occasionally should a business need arise. For most roles travel would not be common. Travel may involve plane, car or metro. In accordance with ADA policies, reasonable accommodations regarding travel limitations can be provided. Travel will be more common for roles such as Account Executives (25 - 50%), senior leaders (10 – 20%) or Capella Core Faculty (5 – 10%). Ability to work onsite in Corporate or Campus location (in a typical office environment) may be required based on role. If so, this would include being mobile within the office, including movement from floor-to-floor using elevators or stairs. If offsite or hybrid role, must have access to work in setting which enables meeting all requirements of the role (including privacy, reliable internet access, phone, ability to video conference, etc.) at a remote location. Faculty and Federal Work Study roles require access to work in setting which enables meeting all requirements of the role (including computer, privacy, reliable internet access, phone, ability to video conference, etc.) at a remote location. This role may require lifting, however reasonable accommodations will be provided in accordance with our ADA policies. Must be able to meet critical thinking and problem solving aspects aligned to job duties, as well as effectively communicating with co-workers. Must be able to work more than 40 hours per week when business needs warrant. Accommodations related to schedule may be considered. Able to access information using a computer. Other essential functions and marginal job functions are subject to modification.SEI is an Equal Opportunity employer committed to a diverse and inclusive community. We welcome applications from all. While it is not typical for an individual to be hired at or near the top end of the pay range at SEI, we offer a competitive salary and benefits package. The actual base pay offered to the successful candidate may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal pay equity. Our Talent Acquisition Team is ready to discuss your interest in joining SEI. The expected salary range for this position is below.
$19.50 - $29.75 - Hourly.
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