Student Support Coordinator

Risepoint assists primarily regional universities in increasing their access and impact by making their academic programs available to students online. Founded in 2007, Risepoint's mission is to expand access to high-quality, affordable, and workforce-relevant education, especially for working and adult students. Risepoint brings single-minded dedication to student success, an integrated set of services, and data-driven performance to our collaboration with university partners.

At Risepoint, Australia we’re a dynamic and growing team dedicated to empowering students through education and learning opportunities. We partner with universities across Australia, allowing us to collaborate on programs, streamline student pathways, and help universities and students achieve their goals. As part of a global network, our Australia based team are passionate about fostering student success, strengthening institutional partnerships, and driving innovation in student engagement. 

Job Summary:

The Student Support Coordinator (SSC) is a key member of the Risepoint Australia team. Reporting to the Director of Student Success, our ideal candidate will bring a proactive, service-oriented approach, be responsible for building and maintaining close relationships with students from enrolment through to graduation, resolving any issues to ensure satisfaction and academic success. You will coordinate efforts with a range of partner institution stakeholders, including academic teams, technical and wellbeing support. The SSC is the first point of contact for all our students and is responsible for providing full pastoral support as students complete their program of study.

Key Duties and Responsibilities:

• Provide effective service to new, continuing, and resuming students by developing and implementing highly proactive outreach services with particular attention paid to retention and student success. 

• Monitor student performance and attendance, analyze problem areas, determine solutions, and conduct intervention activities and processes.

• Identify and successfully resolve student concerns through prompt issue resolution and coaching designed to improve student retention and other strategies to meet partnership benchmarks and goals.

• Responsible for handling incoming service-related questions or concerns for students, faculty and key partnership contacts eliminating delays that impede student and partnership success.

• Ensure timely turnaround of communication and services, meeting established service level agreements and triaging student cases to the relevant university resources.

• Follow contact strategies on an ongoing basis to maintain a relationship with students.

• Ensure student registration either through direct enrolment activities or leading students through the enrolment process.

• Deliver new student orientation sessions and/or assist students to navigate the online learning platform and help set them up for success in their online studies.

• Responsible for maintaining documentation of outreach services in the CRM.

• Provide regular activity/engagement reports and data entry. Responsible for carrying out audit reports on student registration, retention, and persistence.

• Identify operational process improvements as it relates to student support and develops and documents new processes.

• Provides coaching, training, and coverage for new team members.

Job Requirements:

• Bachelor’s Degree

• A minimum of 2 years of customer service or operations experience.

• Preferred: 2 years of experience in student support within the higher education sector.

• A naturally curious person who gets energy from human interactions

• Client service-oriented individual with outstanding written and oral communication skills

• Ability to relate well to others and perform duties with a high degree of integrity, confidentiality, and adherence to professional ethical standards.

• Excellent problem-solving and decision-making abilities.

• Ability to handle high volume of inbound and outbound calls during peak periods.

• Proficiency in Microsoft Office 365 Suite.

• A conscientious individual who needs little supervision in following up on assigned students, tasks, and special projects; Excellent organizational, multi-tasking skills and high level of attention to detail.

• Ability to work under pressure of deadlines and/or time limitations.

• Ability to work independently as well as part of a team.

• Preferred: Mental Health First Aid

• Must reside in Australia, preferably in Victoria & Queensland.

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Risepoint is an equal opportunity employer and supports a diverse and inclusive workforce

This role is eligible for comprehensive benefits

Personal and Professional Development:

• Continuous Professional and Leadership Development Programs
• Tuition Reimbursement for employees and their dependents