Position Title: Student Success Mentor

Employee Classification: Acad Advisor,Ld

College/Division: NMSU Global Campus

Department: 440410-DIGITAL LEARNING

Internal or External Search: External - Open to all applicants

Location: Remote Locations

Offsite Location (if applicable):

Target Hourly/Salary Rate:  $43,908.80 to $54,885.74; Commensurate with qualifications.

Appointment Full-time Equivalency:  1.0

Exempt or Non-Exempt:  Exempt

Summary:  New Mexico State University's Global Campus is currently seeking two Student Success Mentors who will provide concierge-level assistance to students from enrollment to graduation, utilizing inbound and outbound calls, texts, and emails to guide them towards their educational objectives. This role requires strong critical-thinking skills to support adult learners, enthusiasm for a fast-paced, technology-driven environment, and the ability to establish rapport with both new and returning students, ensuring exceptional service in every interaction.

Classification Summary:
As lead academic advisor performs integrated academic advisement of prospective, current, and former students within a major college or equivalent academic unit. Assesses academic level and advises on programs and changes. Develops academic plans and schedules. Analyzes applications, transfer evaluations, and transcripts for entry and exit from the university. Responsible for academic functions: assisting with curriculum planning, committee service, and guiding the work of subordinate staff.

Classification Standard Duties:
Provides academic consulting services to students, prospective students, and former students, including complex analysis and integration. Resolves problems relating to curriculum, course prerequisites, and eligibility by referring to catalogues, governance manual, or resource materials. Reviews transcripts to ensure admission eligibility to a specific college or program including evaluation of transfer credits and applicability of academic credit to program requirements. May advise on certification or licensure requirements. Evaluates transcripts and course work to ensure student remains on career track. Reviews student grade reports each semester to determine probation and/or suspension based on academic regulations of university; notifies and places students on probation or suspension; returns students to regular status after sufficient progress is made. Coordinates with other units to process admission and graduation requests and to aid in resolution of academic problems. Reviews student files to ensure deadlines are met for completing various graduation requirements such as coursework requirements, theses, and comprehensive examinations. Participates in training related to academic information and advisement procedures. Assists in the development and implementation of advisement and recruitment programs and materials. Assists faculty advisement, athletic coaches, and/or other counseling personnel by providing records, evaluations, interpretations, and other requested data. May serve as specialist in certification, athletic eligibility,or licensure requirements.Performs supplemental administrative activities, such as securing requested information, verifying computerized data files, and preparing reports. May assist in formulating procedures and making decisions involving the application of academic suspension regulations. May supervise subordinate/student staff; may participate in evaluative sessions and recommend methods to improve advisement activities. Performs miscellaneous job-related duties as assigned.

Required Education, Experience, Certification/License, Equivalency
Required Education: Bachelor's degree in a related field.; Required Experience:No previous work experience required.; Equivalency: Associates Degree and Two (2) years of experience related to the standard duties as outlined; Required Certification/License:None.

Knowledge, Skills and Abilities
KNOWLEDGE:Knowledge of academic standards governing student probation, suspension, and/or expulsion. Knowledge of student recruitment and retention issues. Knowledge of organizational structure, workflow, and operating procedures.; SKILLS:Records maintenance skills.; ABILITIES:Ability to gather data, compile information, and prepare reports. Ability to communicate effectively, both orally and in writing. Ability to analyze program requirements, university requirements, and/or curriculum/graduation requirements. Ability to analyze and solve problems. Ability to analyze course prerequisites, certification, and/or curriculum/graduation requirements. Ability to evaluate student transcripts and/or records.

Job Duties and Responsibilities
Reporting to Strategic Enrollment Management, NMSU Global Campus seeks a Student Success Mentor. The Success Mentor will provide concierge level support to an assigned population of students from the point of enrollment through graduation through inbound and outbound calls, texts and emails to students to ensure they are on a path to successfully matriculate to their desired credential. Success Mentors spend most of their day on the phone and/or computer based on student needs.  A successful candidate will use strong critical-thinking skills to help a diverse population of adult learners overcome a myriad of obstacles to fulfill their educational objectives. Ideal candidates enjoy working in a high energy, fast-paced environment that relies heavily on technology, demonstrates enthusiasm and initiative, possesses excellent interpersonal skills, and the ability to establish rapport with new and returning students. Individuals should provide exceptional service to every student and team member during each interaction. 

KEY ACCOUNTABILITIES INCLUDE:
Manage and Mentor assigned students from the point of first class start to program completion through proactive service and outreach

Possess thorough understanding of NMSU Global Campus product knowledge, policies, procedures, systems to effectively and accurately guide students

Be highly visible and dynamic through a high volume of interactions with our adult students by phone, video conferencing, text, and email on a regular and consistent basis

Accurately document, maintain, and track all student interactions, information, and progression through the EAB Navigate

Act as a liaison for students by assisting with all administrative processes to include registration, degree planning, payment options, and act as a liaison between students and other University departments

Provide students with available tools and resources by anticipating needs through consultative conversations

Provide comprehensive responses to student questions regarding transfer credit, transcripts, document tracking and other records being sent to the university

Contribute to individual, team, and unit goals on a daily, weekly, monthly basis to ensure new and returning student growth targets are met

Meet speed to response goals and demonstrate high quality customer service throughout all student interactions

Maintain departmental Service Level Agreements in line with management expectations

SPECIFIC RESPONSIBILITIES INCLUDE:
Proactively develop and maintain relationships with students by establishing rapport and trust, educating them on NMSU Global Campus programs and services, academic advising requirements and preparing them for academic success

Guide new students through the registration process by engaging in a consultative dialogue based on student needs, motivations, career and educational goals; presenting information in a professional, articulate, and confident manner resulting in enrollment and first term success at NMSU Global Campus

Inspire, Mentor and advise assigned population of students on their program, online learning environment, administrative and registration processes, and potential life issues such as time management, academic challenges and study skills through graduation

Assist in new student on-boarding to include online orientation as well as conducting Welcome Calls

Be knowledgeable of NMSU Global Campus services to include hybrid

Monitor and outreach to students based on attendance, intervene early with at-risk students and assist students through the satisfactory academic progress process throughout their NMSU Global Campus program

Maintain a mastery of advising content knowledge for all university programs

Participate in recruitment activities and student retention initiatives including attending virtual and/or onsite open house events, information sessions, webinars, and other events as requested to offer guidance to new and returning students

Provide options to students regarding all payment options, the full range of active duty and veterans educational benefits, process, and requirements via phone, text and email conversations

Guide students with general financial aid questions and directs students to their appropriate financial aid advisor

Guide students through the military and veterans benefit process from the point of application through graduation

Guide students through online payment processing system as needed

Communicate directly with students to resolve current balances using a high level of customer service and problem-solving skills to prevent interruption to their program

Maintain knowledge of federal and institutional policies and regulations pertaining to Federal Title IV, tuition assistance, payment plans, and billing system

Preferred Qualifications

Previous experience in any of the following areas: online higher education admissions, advising, enrollment management, recruiting, educational or training-industry sales, or customer service environment. 

Bi-lingual English/Spanish 

Special Requirements of the Position

Department Contact:  Jodie Kenney, 646-3136, jkenney@nmsu.edu

Contingent Upon Funding: Not Applicable

Bargaining Unit Eligibility: This is NOT a bargaining unit position with American Federation of State, County & Municipal Employees (AFSCME).

Standard Work Schedule: Standard (M-F, 8-5)

If Not a Standard Work Schedule: 

Working Conditions and Physical Effort

Environment: Work is normally performed in a typical interior/office work environment.

Physical Effort: No or very limited physical effort required.

Lifting Requirements: Requires handling of average-weight objects up to 10 pounds or some standing or walking.

Risk: No or very limited exposure to physical risk.