Global Student Success Coach (2)

Job Summary:

The Global Student Success Coach exists to be the primary point of contact for an assigned group of LBC Global students. This role supports each assigned student by guiding their educational planning and progress, connecting them with resources that will maximize student success, proactively identifying and helping remove barriers, and responding to all types of issues identified by the student or by faculty that could impede student progress. The Global Student Success Coach uses a high touch approach, maintaining a wide network of connections and collaborating flexibly with faculty and with other Global Student Success Coaches to ensure that each students experience is maximized in a positive way.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Personal Qualities:

• The desire and ability to disciple and mentor students.
• The ability to create and maintain a Christian professional atmosphere in all internal and external relationships.
• A spirit of cooperation and willingness to serve others.
• A professional appearance.
• The desire to grow, develop, and mature, both spiritually and professionally.

Education and Experience:

• Previous experience in an advising setting.
• College experience (degree in progress), Bachelors degree strongly preferred.
• Previous experience in a contact center.
• Experience in a professional atmosphere.
• Customer service/sales experience.

Required Skills/Abilities:

• Ability to navigate and utilize a computer and software including, but not limited to, Microsoft Word, Excel, and Outlook
• An understanding of proper interpersonal communication and phone etiquette
• Ability to work on a team and be self-motivated to set personal short-term and long-term goals
• Excellent verbal and written communication skills
• Capability to represent the department and college in a professional manner
• Ability to work first and/or second shift hours, rotating Saturdays, and occasional overtime

Duties/Responsibilities:

• Deliver course and general academic advising (referring to Program Director when needed).
• Provides exceptional customer service to our students and other institution employees primarily over the phone but also in email communication
• Attend and engage in orientation, class sessions and other meetings as required.
• Intervenes student requests to withdraw and coach towards continued enrollment.
• Meets term and annual retention goals.
• Supports students through thorough and timely communication.
• Coaches students through requests to take a Leave of Absence and ensure student returns successfully.
• Provides coaching on student success practices and skills, such as time management, budgeting and self-efficacy.
• Track and contact assigned cohorts of students to inspire and motivate to maintain turning weekly documentation and participate in Canvas learning environment.
• Reviews all paperwork and follows process workflow ensuring zero compliance discrepancies.
• Interface with Registrars Office for course add/drop or graduation audit needs.
• Expertly navigates all student issues to complete and accurate resolution, utilizing knowledge of Global online programs and institution policies and connecting students with the correct person or department when needed
• Provide in-person or virtual support leading up to and during residencies.
• Administers coaching on relevant academic policies and processes.
• Encourages students to complete all program requirements and helps escalate any student concerns.
• Utilizes multiple systems and resources while working with students
• Identities and outreaches to at-risk students.
• Oversees compliance with organization and archiving of documentation in all systems.
• Interact with Program Directors on student issues.
• Builds rapport with students to provide them with a personal connection to the university and to enhance the potential for long-term enrollment retention
• Implement proactive and creative orientation efforts per program (with the input of necessary stakeholders).
• Performs other related duties as assigned.
• Coaches students through utilization of appropriate campus services such as meetings with faculty, tutoring, tech support assistance, workshops, and Financial Aid counseling.