Online Success Coach - Military Veterans

DISTANCE MINNESOTA

MAPE UNCLASSIFIED JOB POSTING

POSITION: Â Online Success Coach (PCN 01112868)

CLASSIFICATION:Â MnSCU Academic Professional 1

STARTING DATE :Â Approximately November 18, 2024

SALARY RANGE: Â $22.61â" $32.71/hour ($47,210-68,298/annual)

APPOINTMENT: Â Full-Time Unlimited

This is a telework position. A reliable, high-speed internet service is required.

SCHEDULE :Â Monday, Tuesday, Thursday, Friday 9:00 am to 5:30 pm,

Wednesday 11:30 am to 8:00 pm

APPLICATION DEADLINE:  To receive guaranteed consideration, application materials should be submitted online by November 5, 2024. The search will remain open until the position is filled.

RESPONSIBILITIES

• Responsible for the processing and uploading of official transcripts.Â
• Support curriculum and transfer of academic credits for students submitting college transcripts.Â
• Review, analyze and evaluate academic transcripts for transferable general education credits through examination of official transcripts and the MNTC goal areas.Â
• Support the evaluation of transfer credits by updating and auditing academic records while coordinating with the transfer team to achieve service excellence to best serve students.Â
• Serve as backup for the daily uploads of eTranscripts and non-Minnstate transcripts.
• State Authorization Reciprocity Agreement Management â" Research and coordinate the authorization process of other states' requirements for offering online courses, internships, and other practicum experiences within their borders.
• Research and be knowledgeable of relevant federal rules and the State Authorization Reciprocity Agreement (SARA) guidelines.
• Interpret each state's laws regarding requirements to determine what each consortium institution must do to be authorized to offer online programs, internships, and other practicum experiences in that state.
• Assist with applications for authorization as needed.
• Create FAQ information so communicating accurate information to students and prospective students about requirements for students entering online programs related to authorization from another state.
• Based on research efforts, make a recommendation regarding program approval or denial of program approval related to authorization from another state to administration.
• Create e-communication to send to prospects, applicants and admitted students with State Authorization information for state agency licensing information.
• Create e-communications to be sent to students registered for courses, reminding them to alert admissions if students change location.
• Create and retain up-to-date records retention of the online program status for each consortium institution from another state.
• Provide direct services to students and clientele by assessing interests, questions and concerns via phone, web chat and email.
• Locate and share information, educate on possible solutions, approaches, and benefits of various courses of action, and offer recommendations.
• Address questions, concerns, and complaints tactfully and thoroughly in a timely manner.
• Thorough documentation and information of the interaction will be timely and efficiently entered into the CRM.
• Establish and maintain effective working relationships with coworkers and diverse customers.
• Address cases escalated from other support staff, monitor process improvement opportunities and suggest changes.Â
• Ensure adherence to data privacy laws. Manage time efficiently to meet deadlines.

 MINIMUM QUALIFICATIONS

• Baccalaureate degree or a military career path that includes Officer (O-1) or Chief Warrant Officer (CWO) or Enlisted (E-6), or a minimum of four (4) years of combined post-secondary education with work experience in coaching students, Veterans, or others on strategies for resolving complex problems or achieving educational goals.
• Two years' experience working in a student services role in higher education.
• Ability to calmly, respectfully and effectively address common questions, atypical issues, controversial topics and potentially life-threatening situations in phone, web chat and email interactions sufficient to provide accurate information, elicit key information, deescalate customer anxiety and, when needed, connect customer with enhanced or crisis intervention services.
• Ability to use policies, procedures and other valid information to ensure compliant advice is provided to students, Veterans and other contacts.
• Skills in English sufficient to respectfully and diplomatically communicate with and elicit information about needs, problems and concerns from students, Veterans or other customers, and to use business English grammar, spelling and punctuation to update customer contact records, write and edit answers to popular questions published at customer portals and generate other written communications for customer.
• Skills with electronic records management practices sufficient to file and retrieve information from electronic repositories, including the customer relationship management system, shared and private files stored in various locations, and student record and accounting systems.
• Skills in data entry, keyboarding and word processing sufficient to verify data accuracy, input data in specific fields, perform skilled typing tasks with speed and accuracy and to use software to create, format, edit, print, spell and grammar check, and save a variety of data in contact record and document formats.

PREFERRED QUALIFICATIONS (desired but not expected to have to enter job)

• Skills in using information access and advising tools common to the Minnesota State college and universities system and Minnesota Department of Veterans Affairs, e.g., eServices, ISRS, DARS, uAchieve, D2L Brightspace, College/Course Search, Transferology, SalesForce (customer relationship management systems), etc. Identify and recommend information, resources and services relevant to address the information and advising needs of students, Veterans, and other interested parties.
• Skills in coaching or training sufficient for training co-workers on designated topics.
• Skills in obtaining, organizing and developing procedures for public and office use sufficient to inform students and Veterans and guide the work of other staff on providing support to students and Veterans.
• Skills in operating multi-line phone, online communication software and shared record systems to provide efficient services.
• Experience in Transfer Evaluation.
• Skills in using and managing spreadsheets and databases sufficient to maintain precise records, perform searches and find relevant information to collect, compile, maintain and present data from database, and produce up-to-date reports. General knowledge of financial support and deferment programs.
• Residing in Minnesota.

Alexandria Technical and Community College is committed to an equitable, diverse, and inclusive environment as expressed in the