Student Services Coach

Student Services Coach

Requirements

• Ability to drive results in a team-based environment.
• Ability to understand key metrics and utilize self-service reporting and tools to monitor and share data.
• Ability to influence positive student behaviors and outcomes.
• Ability to exercise keen discretion and ethical judgment in responding to complex student situations.
• Ability to adapt quickly and thrive in a fast-paced, changing professional environment.
• Ability to respond positively to consistent change.
• Ability to think critically to build plans of action and personalized solutions.
• Ability to manage sensitive and confidential information.
• Ability to prioritize the needs of the student, and committed to providing an excellent student experience.
• Ability to quickly understand problems and provide proactive solutions.
• Ability to form positive working relationships, foster an effective team atmosphere, and promote a collaborative environment with the student, faculty, staff, and leadership.
• Ability to work effectively and efficiently with a diverse population.
• Ability to manage conflict.
• Ability to develop trust and hold others accountable to commitments.
• Ability to access challenging situations and effectively communicate with leadership.
• Ability to maintain department guidelines for interacting with and responding to students and SU stakeholders.
• Ability to manage time effectively by prioritizing and evaluating work to manage a variety of daily activities.
• Ability to juggle multiple tasks and handle competing priorities.
• Ability to demonstrate resilience and respond appropriately to stressful situations.
• Ability to be self-aware and behave appropriately with a commitment to continuous self-improvement.
• Ability to self-direct and follow through on assigned tasks while working both independently and collaboratively.
• Motivated in a fast-paced, high-intensity environment driven by deadlines.
• Excellent organizational and interpersonal skills.
• Ability to manage multiple tasks at a time.
• Ability to work autonomously.
• Excellent written and verbal communication skills.
• Ability to communicate through a variety of channels/systems.
• Foundational understanding of the advising discipline– both from an educational and career perspective.
• Ability to evaluate and learn new computer software applications quickly.
• Proficiency in the Microsoft Office Suite, including Word, Excel, and Outlook.

Responsibilities

• Assist students in developing an academic plan that includes all program requirements to enable the most direct path to completion and align with their educational and career goals.
• Leverage tools, systems, and software applications to optimize advising engagement.
• Build a relationship with the student to encourage student success and engagement.
• Utilize program analytics and outreach protocols to drive purpose-driven and transformational conversations.
• Help students navigate changes in their programs and plans and understand and respond to Strayer-initiated changes.
• Explore alignment of students educational and financial plans in relation to degree completion.
• Provide resources and refer students to university support services.
• Assess student needs to help them make fully informed decisions about their pathways as well as challenging them to make progress toward their goals.
• Proactively reach out to students identified as at-risk, including but not limited to, lack of engagement, academic standing, the pace of progress, course completion, gaps in competency development.
• Provide students with exceptional customer service.
• Highlight and address potential barriers that may impact persistence, success, and completion.
• Encourage students to develop skills and abilities indirect resolution of challenges and issues, coordinate with faculty, academic leadership, and student facing teams to seek resolution of student issues.
• Coach students through disruptive life events.
• Respond to the student via a wide variety of communication tools and systems including, but not limited to phone, voicemail, chat, email, casework, and social media.
• Collaborate with faculty and other university leaders handling escalated student situations and supporting conflict resolution.
• Maintain appropriate and accurate documentation of all student interactions in accordance with departmental best practices.
• Monitor and communicate trends impacting student persistence, success, and completion, discuss obstacles and challenges to the student.
• Build trusted professional relationships across the business.
• Participate in projects or initiatives that support departmental goals.
• Support and participate in departmental and cross-functional training.
• Research and stay abreast of issues and trends in other institutions of higher education.

Preferred Qualifications

• Prefer two to four years of professional experience using advanced coaching, critical thinking, and problem-solving skills.
• Experience working with adult students and/or faculty are preferred.
• Master’s degree from an accredited institution preferred.
• Specific degree from an accredited institution may be preferred based on school and program assignment.