Student Success Coach – Center for Student Success in the Palumbo-Donahue School of Business | Duquesne University - Military Veterans

POSITION SUMMARY:

Highly skilled Student Services professional working within the Center for Student Success (CSS) in the Palumbo-Donahue School of Business. The Student Success Coach (SSC) supports the overall mission of the School of Business and of Duquesne University, which entails a commitment to the educational development, growth, and future success of our students.  As such, the SSC is responsible for executing activities related to student services such as academic advising, engagement and retention, program management, career support as well as the recruitment of future students in a manner that supports academic success and long-term engagement with the School. A mindset of superior customer service and willingness to deliver timely and excellent service is required.

This position requires an individual with exceptional administrative and ‘people’ skills capable of working with administrators, faculty and students in order to provide value added experiences. The successful candidate will be evaluated based on their ability to meet established goals andthrough feedback fromappropriate constituencies. Work will be reviewed through regularly scheduled meetings, reports, analysis, and observation of results.  The SSC reports to the Assistant Dean and Senior Director for Academic Programs and Student Affairs.

DUTIES AND RESPONSIBILITIES:

Academic Advising:

Acts as the primary point of contact and first-line customer service representative for students and faculty (includes troubleshooting needs and resolving issues)

Addresses student issues with speed, urgency (within 24 hours) and creativity while balancing policies and program requirements; seeks same-day resolution for any escalated issue

Provides academic advisement to undergraduate and graduate business students

Assists newly-admitted students in onboarding, course registration and other transition issues

Reviews plans of study and progression toward degree, conducts degree audits, prepares students’ schedules, explains graduate programs to undergraduate students, assists in registration, maintains files, and compiles records

Oversees academic petitions and communicates with students on other advising issues

Interacts with students through multiple modes of communication including, but not limited to, letters, e-mail, telephone calls, and individual and group in-person and virtual meetings

Engages appropriately with parents and families throughout recruitment, onboarding, and student experience.

Coordinates student transfer credit requests and ensures appropriate course equivalencies

Collaborates with other University offices to improve students’ academic experience and support their overall well-being

Student Retention:

Collaborates with relevant academic leaders to develop and maintain student services that help improve overall experience and retention of students

Benchmarks best practices in student services and brings forward ideas for improvement

Regularly monitors student academic progress through Starfish and other indicators

Responds quickly with potential solutions and support services/recourse referrals for students who are struggling academically or in need of well-being support

Coordinates and delivers presentations and seminars (e.g., at student orientation)

Reaches out to and works with students who have not registered for classes during the standard registration period

Maintains regular ‘touchpoints’ with students to check in and offer support

Assists with the planning and implementation of student engagement activities, programs, and communication pieces aimed at relationship- and community-building

New Student Recruiting:

Meets with prospective students to discuss Duquesne entrance requirements, course and credit transfer, academic requirements, and registration, among other items

Answers ad hoc questions from prospective students (e.g., academic, student experience issues)

Attends and participates in University and School recruiting and internal events, including occasional evening and weekend events

Makes public presentations to students, prospective students and parents, as needed

Assists in evaluation of credits

Speaks to undergraduate students about special programs and graduate education in the School

Career Planning Support:

Collaborates with career counsellors, career coaches, and corporate relations staff at Duquesne to inform students of various business careers

Assists students in choosing career-relevant programs of study

Refers students to career resources (e.g., career counsellors, coaches, business professionals)

Participates in and supports career-related activities, including various networking events, company visits, and career fairs

Coordinates and delivers classes or seminars pertaining to career/professional development

Identifies and fosters connections between undergraduate and graduate advisees to support professional development and career goals

Program Management:

Monitors the graduate and undergraduate websites to ensure they are current, accurate and achieving desired results as well as make suggestions for improvement

Compiles statistics for school reports; prepares reports on Business students

Completes other duties as assigned. REQUIREMENTS:

Minimum qualifications:

Bachelor’s degree in business, education, counseling or related field from an accredited institution and 1-3 years of successful academic advising experience.

Understand the techniques/procedures involved in academic advising, both individual and group

Exceptional interpersonal skills; able to interact effectively with students of diverse ages and backgrounds

Excellent oral and written communication skills

Excellent customer service and problem-solving skills

Self-motivated, energetic and able to work independently as well as part of a team; accepts responsibility with limited supervision; manages multiple tasks to completion

Ability to work with students in a mentoring and service-oriented manner

Ability to think strategically and creatively with respect to the operations and programs of academic advising and student recruiting

Ability to establish and maintain effective working relationships with students (current and prospective), parents, faculty, administrators, and others in the University community

Proficient in information technologies, and should display a willingness to learn new technologies relevant to the position (i.e., Word, Excel & PowerPoint, as well as querying and reporting of specialized databases)

Impeccable integrity, commitment to School success and the values of Duquesne

 Ability to work evenings/weekends

Possesses a valid driver’s license and passport

Preferred qualifications:

Master’s degree in a business-related field, education, counseling or a related field from an accredited institution.

3+ years of experience in student support within higher education

Experience with the Banner student information system

Strong leadership and decision-making skills

Duquesne alumnus/alumna

Alternately, the successful candidate may possess any equivalent combination of experience and training, which provides the knowledge, skills and abilities required to perform the essential job functions. This includes, but is not limited to, the following:

Commitment to the University’s values of diversity, equity and inclusion, and recognition of the importance of treating each individual with dignity and respect consistent with the University’s Mission.  Demonstrated experience with, and understanding of, the broad diversity of the University community (students, faculty, staff and others).

Ability to establish and maintain effective working relationships with the University Community.

Ability and willingness to contribute actively to the mission of the University and to respect the Spiritan Catholic identity of Duquesne University.  The mission is implemented through a commitment to academic excellence, a spirit of service, moral and spiritual values, sensitivity to world concerns, and an ecumenical campus community.