Student Success & Retention Advocate

WGU; United States; On-site; USD 62,000 - 93,000; Full time

Job summary

WGU is seeking a Student Experience Specialist to improve student success through direct interventions and proactive outreach. You will work with Salesforce reports to identify high-risk students, contact them by phone and email, and coordinate interventions to support enrollment through graduation.

The role emphasizes developing initiatives to enhance the student experience, managing inquiries, and delivering 1-1 coaching with dedicated Student Success Coaches in a fast-paced, collaborative

Qualifications

• Experience supporting online higher-education students.
• Ability to conduct proactive outreach to aid student progress.
• Familiarity with Salesforce reports to identify high-risk students.
• Commitment to diversity, equity, and inclusion.

Responsibilities

• Fosters student progress through observation of student behaviors, incoming support requests, and student-identified challenges and develops resources or new interventions to eliminate barriers and improve the student experience.
• Serve as a key contributor to increasing student retention and graduation through planning, organizing and conducting outreach strategies to aid students in their academic progress.
• Provides WGU Academy and program level expertise to students via direct student outreach and responding to support requests. Maintains that expertise through ongoing development activities (such as staying up to date on policies, program updates, and technology/platform changes.)
• Cross collaborates with other professionals within the Academy to identify opportunities for improvements to processes and student-facing resources or course materials and promotes a positive, student-obsessed atmosphere.
• Responds to student questions and concerns through managing incoming support requests; resolves complex student issues, directly supporting students and owning the issue from start to finish; takes efforts to ensure ongoing satisfaction with the program and successful progress to completion.
• Drives student engagement in 1-1 coaching sessions with their assigned Student Success Coach through outreach and motivational communication practices via phone and email.
• Demonstrates a commitment to diversity, equity, and inclusion, and supports a culture of inclusivity and belonging.
• Consistently exhibits WGU Leadership Principles.
• Performs other related duties as assigned.

Skills

Student support

Communication

Outreach strategies

Collaboration

Tools

Salesforce

Job description

WGU is seeking a Student Experience Specialist to improve student success through direct interventions and proactive outreach. You will work with Salesforce reports to identify high-risk students, contact them by phone and email, and coordinate interventions to support enrollment through graduation.

The role emphasizes developing initiatives to enhance the student experience, managing inquiries, and delivering 1-1 coaching with dedicated Student Success Coaches in a fast-paced, collaborative