Remote Success Coach, Field

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Remote Success Coach, Field

Office of Strategic Enrollment Management

Exempt, Regular, Full-time, Pay Grade 1.3

University of Maryland Global Campus, formerly UMUC, seeks Remote Success Coaches - Field within the Office of Strategic Enrollment Management. Reporting to the Director of Admissions – Field, the successful candidates will use strong critical-thinking skills to help a diverse population of adult learners, primarily community college transfer and corporate alliance students overcome a myriad of obstacles to fulfill their educational objectives. Successful candidates enjoy working in a high energy, fast-paced environment, demonstrate enthusiasm and initiative, and possess excellent interpersonal skills and the ability to establish rapport with prospective students in order to generate inquiries. The Success Coach will then provide concierge level support to students from the point of inquiry generation at virtual and onsite recruitment events through graduation through a high volume of inbound and outbound calls, texts and emails to students to ensure they are on a path to successfully matriculate to their desired credential. This is a 100% remote position that will be based from home and require up to 50% travel within an assigned region.

There are four positions available, one in each region:

  • Western Region- CA, WA (WA preferred)
  • Southwest Region- AZ, NV, TX
  • Central Region- IL, IN, KY, TN, WI, MI, OH, KS, MN
  • Northeast Region- NJ, NY, PA, CT

SPECIFIC RESPONSIBILITIES INCLUDE:

  • Independently represent the University at locations throughout their assigned region at recruitment events, transfer fairs and on community college and corporate alliance locations to generate inquiries
  • Manage and coach assigned students from the point of inquiry generation 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
  • Contribute to individual, team, and unit goals on a daily, weekly, monthly basis so that new and total enrollment growth and student retention targets are met
  • Accurately document, maintain, and track all prospective student and applicant interactions, information, and progression through the new and returning student enrollment process in the CRM 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
  • Maintain departmental Service Level Agreements in line with management expectation
  • Participate in onsite and virtual student-facing events within assigned region to generate inquiries - up to 50% travel required
  • Guide prospective students through their decision-making process by engaging in consultative dialogue to explore and uncover student needs and concerns, presenting information in a professional, articulate, and confident manner, and effectively communicating the value proposition of the university
  • 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 community college and corporate alliance programs
  • Provide general information to students regarding all UMGC payment options via phone, text and email conversations
  • Perform other duties as assigned

DUTY STATEMENTS:

  • Employees that live within 50 miles of UMGC are required to work university commencement
  • Employees are required to work some evening and weekend hours
  • Employees may be required to work certain holiday hours based on business need

REQUIRED EDUCATION AND EXPERIENCE:

  • An earned Bachelor’s degree from an accredited institution of higher learning
  • A minimum of five (5) years of relevant work experience.
  • The chosen candidate must also be able to demonstrate experience in a progressively more responsible leadership/management position and the ability to prioritize and manage multiple tasks in a fast-paced remote environment while motivating others
  • Experience with CRM, call center, and other enterprise-wide business technologies
  • Successful track record of leading geographically dispersed and remote teams with a collaborative leadership style. Ability to coach, mentor, and develop others
  • 3 years of experience in admissions and/or advising leadership
  • 5 years of management experience including some experience working with community college and/or corporate partnerships

PREFERRED EDUCATION AND EXPERIENCE:

  • An earned Master’s degree from an accredited institution of higher learning and three (3) years of management experience
  • Experience working with military or veteran personnel, preferably in a higher education environment
  • Ability to drive organizational change and adapt to changes in a dynamic remote work environment
  • Demonstrates a high level of character, ethics and integrity at all times
  • Experience in the areas of enrollment management, student recruitment, advising, student success, quality assurance, call center or high volume, customer service environment

POSITION AVAILABLE IMMEDIATELY & WILL REMAIN OPEN UNTIL FILLED

SALARY COMMENSURATE WITH EXPERIENCE

All submissions should include a cover letter and résumé. UMGC offers competitive compensation and comprehensive benefits for qualifying positions, such as tuition remission, generous leave and healthcare. For detailed benefits information, please visit: https://careers.umuc.edu/benefits.html.

The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions. If you are an external candidate, you will have the option to create an account after you submit your application. Passwords for external accounts must contain 8 characters including 1 uppercase letter, 1 number, and 1 special character. Please remember this password, as it will be required to apply to additional jobs.