Join to apply for the Student Support Coordinator role at Risepoint.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 is dedicated to student success, offering an integrated set of services and data-driven performance metrics in collaboration with university partners.At Risepoint Australia, we’re a dynamic and growing team committed to empowering students through education and learning opportunities. We partner with universities across Australia 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 is passionate about fostering student success, strengthening institutional partnerships, and driving innovation in student engagement.Job SummaryThe Student Support Coordinator (SSC) is a key member of the Risepoint Australia team. Reporting to the Director of Student Success, the ideal candidate will bring a proactive, service-oriented approach, responsible for building and maintaining close relationships with students from enrollment through to graduation, resolving issues to ensure satisfaction and academic success. The SSC coordinates efforts with partner institution stakeholders, including academic teams, technical support, and wellbeing services. The SSC serves as the first point of contact for students and provides pastoral support throughout their program.Key Duties And ResponsibilitiesProvide effective service to new, continuing, and resuming students through proactive outreach, focusing on retention and success.Monitor student performance and attendance, analyze issues, determine solutions, and conduct interventions.Resolve student concerns promptly and provide coaching to improve retention and meet partnership goals.Handle incoming questions or concerns from students, faculty, and partners, ensuring timely responses.Ensure timely communication and service delivery, meeting service level agreements and triaging cases to relevant resources.Maintain ongoing contact strategies to foster student relationships.Assist with student registration, either through direct enrollment or guiding students through the process.Deliver orientation sessions and support students in navigating online learning platforms.Document outreach activities in the CRM system.Provide activity and engagement reports, and conduct audits on student registration, retention, and persistence.Identify operational improvements related to student support and develop new processes.Provide coaching, training, and coverage for new team members.Job RequirementsBachelor’s DegreeAt least 2 years of customer service or operations experience.Preferred: 2 years in student support within higher education.Curious and energized by human interactions.Excellent written and oral communication skills.Ability to relate well to others, maintaining confidentiality and professionalism.Strong problem-solving and decision-making skills.Ability to handle high call volumes during peak times.Proficiency in Microsoft Office 365.Self-motivated with strong organizational skills and attention to detail.Ability to work under pressure and meet deadlines.Ability to work independently and in a team.Preferred: Mental Health First Aid certification.Must reside in Australia, preferably in Victoria or Queensland.Risepoint is an equal opportunity employer supporting diversity and inclusion.This role is eligible for comprehensive benefits including professional development and tuition reimbursement for employees and dependents.
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