Description:
ESSENTIAL DUTIES & RESPONSIBILITIES:
- Manage and coach assigned students from the point of application to program completion through proactive service and outreach
- Possess thorough understanding of UMGC product knowledge, policies, procedures, systems to effectively and accurately guide students
- 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 and act as a liaison between students and other University departments.
- Provide students with available tools and resources by anticipating needs 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 productivity of 80% or higher, meet speed to response goals and demonstrate high quality customer service throughout all student interactions
- Maintain departmental Service Level Agreements in line with management expectation
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 applicants through the admissions and 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 students on their program, online learning environment, administrative and registration processes, and potential life issues such as time management, academic challenges and study skills
- 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.
- Provide general information to students regarding all UMGC payment options via phone, text and email conversations
- Other duties as assigned