ABOUT THE STUDENT SUCCESS CENTER

Committed to guiding students along their academic journey, the Student Success Center is a place for answers to questions, directions to resources, and support for individualized student success. The integration of admissions, academic and career coaching, financial aid, records, and student accounts provides a centralized and efficient experience in an inviting and friendly environment.

GENERAL FUNCTIONS

The Student Success Coach is an ambassador for GCC, serving as the primary point of contact for students and their families with the College, and is an expert in the delivery of enrollment services, in person, virtually and via the phone/email. The Student Success Coach represents the following functional areas of the College: Admissions, Records, Financial Aid, Academic Advisement, and Student Accounts providing comprehensive information and guidance to students and families, as well as other enrollment services from other areas of the College. Under the direction of the Director of Student Success Center, the Student Success Coach will participate in ongoing professional development, as well as direct support of cross-training opportunities for other specialists and enrollment services staff. The Student Success Coach plays an integral role in the coordination and implementation of enrollment service events occurring at the Batavia Campus (e.g. Accepted Student Days, Registration events, Orientation for new students, transfer fairs, and graduation awareness/application events.) The Student Success Coach will provide advisement and training to students and families related to enrollment services. A flexible schedule is required; occasional evening and weekend hours are to be expected. Travel to the main campus and campus centers may be required.

SPECIFIC RESPONSIBILITIES

Provide complete and direct advisement and assistance to students and their families seeking a wide-range of enrollment services at the College and the Campus Centers traditionally offered through Financial Aid, Admissions, Records, Student Accounts, and Academic Advisement. Service is provided in person, virtually and via phone/email; referrals are made to other offices only when necessary.

Support students developing their educational plan and career path with strategies to improve their success. Assist with identifying potential problems and intervene when necessary to support student success.

Organize and actively participate in the delivery of Registration/Success workshops and information sessions for groups of students and their families.

Participate in ongoing professional development activities sponsored by the Director of Student Success Center and others to promote personal/professional growth and awareness of best practices in higher education.

Facilitate and provide professional development opportunities for colleagues on topics pertaining to enrollment functions.

Train students individually, or in groups, in utilizing web-based services, such as GCC student email, myGCC, Banner Self-Service, and introduce Brightspace.

Coordinate, train, and facilitate the use of technology for initiatives directed at streamlining communication with students who access Financial Aid, Admissions, Registrar, Advisement, and Student Account services.

Initiate contact and/or follow-up with students and families to support enrollment service functions.

Offer suggestions for continuous quality/process improvement to the Director of Student Success Center.

Other duties as assigned to facilitate an effective and efficient student-centered service environment.

QUALIFICATIONS

Education:

Bachelor's or Associate's degree required.

Experience:

A minimum of three years' experience (or five with an Associate's) in student customer services required.

Knowledge, Skills & Abilities:

Minimum of three years' experience in direct customer service, preferably in higher education; excellent written, oral, communication, and presentation skills; documented/demonstrated customer service experience; experience with student information systems (e.g. Banner); high level proficiency using Microsoft Office products (Word, Excel, PowerPoint, Outlook); strong organizational skills; ability to maintain flexible work schedule to accommodate service demands at the Batavia Campus, including occasional evenings and weekends; strong grasp of student self-service software delivered over the web (e.g. Banner Self-Service); ability to work independently to prioritize tasks and problem-solve; ability to function at a high-level in a fast-paced environment. Ability to provide training and advisement in individual and group settings in a team-oriented environment.

• Notary public certification required or must be obtained within one (1) year of employment.

SALARY AND CONDITIONS OF EMPLOYMENT

This is a full-time, year-round position including summers. Salary, benefits and conditions of employment are as set by the GEA contract. Evening and weekend hours may be required.