Student Readiness Specialist

The Student Readiness Specialist (SRS) serves as a point of contact for an assigned newly prospective and enrolled student. The SRS will aid and support the admissions team to counsel and support prospective and enrolled students prior to the start of the term. The SRS will provide an extremely high level of customer service support to students via a variety of communication vehicles.

Essential Duties & Responsibilities:

• Counsel and advise students via phone, email, text, and video chat / Webex in an effort to drive and support enrollment and first quarter success.
• Collaborate with University departments to resolve problems by clarifying issues; exploring answers and alternative solutions, implementing solutions, and escalating unresolved problems.
•  Follow up to ensure resolution of every student query/issue.

• Provide basic overview of all method of payments
• Assist in solidifying valid Method of Payment including step by step financial aid walk through where needed
• Collaborate and escalate potential issues with other Admissions and SAS resources
• Closely track students’ progress, through communication and analytics, for each academic term, to ensure enrollment and method of payment is solidified prior to the start of the term.
• Review, outreach and complete temporary registration process, working in conjunction with the admissions team.
• Identify high risk students and determine potential issues and providing resources and tools to resolve these issues.
• An extensive amount of product knowledge is required for this job. This will include knowledge about academic programs, method of payments, basic admissions process, as well as knowledge in CS, CRM, Pinnacle, OnBase, NSLDS, COD, FAA and customer service.
• Review and Approve Scholarships
• Provide internal communication support through Microsoft Teams, VDN and other communicative support tools
• Other duties as assigned.
• This position requires some evening and weekend work

Job Skills:

• Extensive product knowledge is required for this job. This will include knowledge about academic programs, method of payments, basic admissions process, as well as knowledge in CS, CRM, Pinnacle, OnBase, NSLDS, COD, FAA and customer service.
• Exceptional customer service skills
• Pursue self-development and learning
• Build partnerships through excellent verbal and written communication
• Be part of a positive team
• Commitment to excellence in providing student services to ensure student success
• Strong problem-solving skills
• Strong organizational and time management skills
• Commitment to working in collaborative environment, alongside other team members
• Full computer proficiency in all Microsoft products
• Able to easily navigate other software programs and forms of technology as needed.
• Data Entry Skills
• Listening, phone skills

Work Experience:

• At least 3 years’ experience in an educational setting providing direct service to students or 3 year experience in a customer–service focused environment.
• Adult education experience preferred.

Education:

• Bachelor’s degree required

Other:

• Must be able to travel 10% of time.
• Must be able to lift 25 lbs.
• Typical office setting.
• Mobility within the office including movement from floor to floor.
• Travel via plane, car, and metro may be required to perform this job.
• Must be able to work more than 40 hours per week when business needs warrant
• Access information using a computer.
• Effectively communicate, both up and down the management chain.
• Effectively cope with stressful situations
• Strong mental acuity
• Regular, dependable attendance and punctuality are essential functions of this job. 
• Other essential functions and marginal job functions are subject to modification.

SEI offers a comprehensive package of benefits to employees scheduled 30 hours or more per week. In addition to medical, dental, vision, life and disability plans, SEI employees may take advantage of well-being incentives, parental leave, paid time off, certain paid holidays, tax saving accounts (FSA, HSA), 401(k) retirement benefit, Employee Stock Purchase Plan, tuition assistance as well as entertainment and retail discounts. Non-exempt employees are eligible for overtime pay, if applicable.

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SEI is an equal opportunity employer committed to fostering an inclusive and collaborative culture where indivi