The Continuing Student Retention Specialist serves as a team member with a proven history of retaining students. The position requires building trusted relationships with students and departments while using an advanced level of in-depth knowledge of the university’s policies and procedures, programs and degree requirements, academic matters, and means of support to retain students. The Continuing Student Retention Specialist will facilitate student success by defining and implementing proactive strategies that help students, manage their day-to-day expectations, and provide them opportunities to stay connected to our online community. The Continuing Student Retention Specialist will be representing the Office of the President. This will require accurate articulation and expert knowledge of overall processes/procedures with a high level of professionalism to be successful in the position.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Master the various steps in the retention process to save students from withdrawing, stepping out or going on a leave of absence from their existing programs/University. This could include proactive outreach, offer creation or scholarship nominations.
Effectively communicate the value propositions of our brands to provide an excellent student experience by identifying if the student is in the appropriate program to meet their personal and professional aspirations.
Serve as the primary guide to ensure that continuing students stay on track to meet their educational goals.
Work with the Student Success team to assist students in understanding and completing degree requirements.
Work with the Student Success team to assist students with the appropriate course registration.
Provide comprehensive outreach to students who are at risk of not meeting satisfactory academic progress.
Closely monitor students to proactively identify at-risk scenarios and identify opportunities to develop, implement, measure and improve the academic success strategies.
Cognitively guide students to develop accountability for their decisions and an understanding of how those decisions impact their success.
Ability to overcome objections and counsel students concerns.
Ability to effectively connect with a wide array of diverse students.
Effectively use various communication methods such as phone/mail/fax/direct mail/ SMS to enable the student to make an informed decision to remain in their designated academic program.
Utilizes critical thinking and problem-solving skills to address and resolve the student issues to ensure an overall positive student experience.
Exceeds performance standards through personal conduct, individual and team attitude.
Ability to perform multiple task simultaneously and organize priorities.
Ability to work independently, resolve complex issues and concerns and escalate appropriately.
Work with the Student Success team to provide knowledgeable of specified programs and speak to benefits and features of the degree programs.
Conduct quality inbound/outbound communications, increased level of lead activity, complete/accurate applications, professional demeanor, and positive working relationships.
Consistently monitor, track and report interactions with continuing students of reasonings for submitting leave of absence or withdrawal request. Ensures accurate student information is captured while observing confidentiality of information in a regulated environment.
Establish rapport with continuing students to build trust and generate referral activity.
Work collaboratively to build a strong team relationship by working with direct team and other functional departments with a high level of visibility.
Ability to function at a high level representing the office of the President in delivering continuing student outcomes from special projects and supporting Rapid Response escalation process.
KNOWLEDGE, SKILLS AND ABILITIES
Minimum of 3-5 years or more in delivering customer service to challenging consumers, account management or business development experience preferably in a university setting
Minimum of 1 years of proven retention experience either in business/customer services
Must have a strong commitment to education and have the counseling or coaching skills required to effectively keep online students on track
Working knowledge of Microsoft Office (Word, Excel, Power Point)
Must possess confident telephone presence and tone
Must be able to assist irate students while always maintaining professionalism
Must possess excellent verbal, written and interpersonal communication skills
Must be self-motivated and able to work effectively individually and in a team environment
Proven ability to work independently and manage multiple tasks efficiently and effectively by meeting high quality standards
Possess high level understanding of products and degree programs offered to students
Must possess effective time management skills, sense of urgency and ability to plan and prioritize daily activities
Must possess consultative skills and demonstrate ability to adapt to change in a fast-paced environment
Must possess ability to receive constructive feedback and demonstrate accountability
Must possess critical thinking, problem solving skills and good concise judgment
Familiarity with online learning and internet technology a plus
Must maintain confidential representing the Office of the President and abiding by the Laureate Code of Conduct and Business Ethics policies
Must comply with Laureate code of business conduct and ethics policy in all professional activities
EDUCATION and/or EXPERIENCE
Master’s Degree required
LICENSURE and/or CERTIFICATION: None