Student Success Advisor (Remote | Full-Time Contract)

📋 Description

• • Provide proactive, end-to-end support to students from enrolment through graduation, ensuring academic success and retention in online degree programs.
• • Serve as the primary point of contact for students, addressing service-related inquiries from students, faculty, and university partners with prompt, professional resolution.
• • Conduct outbound outreach and monitor student engagement and performance, identifying at-risk students and implementing targeted intervention strategies to improve retention.
• • Deliver new student orientation sessions and guide students through navigation of online learning platforms to ensure a smooth transition into their programs.
• • Assist students with enrolment processes, including direct enrolment support and step-by-step guidance through registration systems.
• • Triaging student concerns to appropriate university resources such as academic advising, counselling, learning support, and financial aid services.
• • Maintain accurate and timely documentation of all student interactions, outreach activities, and case resolutions within the CRM system.
• • Generate and submit regular activity and engagement reports, including audit reports on student registration, persistence, and retention metrics.
• • Identify operational inefficiencies in student support processes and develop, document, and implement improved workflows to enhance service delivery.
• • Coach and train new team members, providing guidance on best practices, CRM usage, and student engagement protocols.
• • Handle high volumes of inbound and outbound calls during peak periods while maintaining service quality and adherence to SLAs.
• • Support students in understanding and accessing critical wellbeing services, including mental health resources, academic accommodations, and financial assistance.
• • Collaborate with academic and professional staff across partner institutions to resolve complex, multi-faceted student issues and ensure continuity of care.
• • Perform all duties in alignment with Risepoint policies and uphold strict confidentiality, integrity, and ethical standards in handling sensitive student information.
• • Meet individual KPIs tied to student retention, satisfaction, and service response times while becoming an expert in partner institutions’ programs and policies.
• • Work independently with minimal supervision, demonstrating strong organisational skills, attention to detail, and the ability to manage multiple priorities under pressure.
• • Maintain a calm, solutions-focused demeanor during high-stress or emotionally sensitive conversations, ensuring psychological safety and trust with students.
• • Demonstrate strong emotional intelligence, empathy, and professionalism when managing personal, confidential, or crisis-related student situations.