Position Title: Student Success Mentor
Employee Classification: Student Success Mentor
College/Division: NMSU Global Campus
Department: 440100-NMSU GLOBAL
Internal or External Search: External - Open to all applicants
Location: Remote
Offsite Location (if applicable):
Target Hourly/Salary Rate: $43,908.80; Commensurate with Experience
Appointment Full-time Equivalency: 1.0
Exempt or Non-Exempt: Exempt
Summary: New Mexico State University's Global Campus is currently seeking multiple 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:
The Student Success Mentor is responsible for providing proactive and personalized support to an assigned population of students from enrollment through graduation. Through frequent and direct communication, the Student Success Mentor assists students in navigating academic processes, resolving administrative issues, and identifying the resources needed to achieve academic success. This role involves maintaining regular contact with students via phone, email, text, and video conferencing, ensuring they are supported through each stage of their educational journey. Student Success Mentors play a key role in student retention by fostering engagement and helping students overcome obstacles to reach their educational goals.
Classification Standard Duties:
Provides ongoing mentorship and support to an assigned group of students from the point of enrollment to program completion, ensuring they stay on track to meet academic and personal goals. Maintains consistent communication with students via phone, email, text, and video conferencing, addressing any concerns and providing guidance. Assists students with administrative tasks, including registration, degree planning, understanding financial aid, tuition payments, and navigating university systems and policies. Tracks and documents all student interactions, progress, and outcomes in the university’s student information system (EAB Navigate) to ensure accurate records and timely follow-up. Monitors students’ academic performance, attendance, and engagement, proactively intervening with at-risk students and directing them to appropriate support services. Educates students on available university resources, including tutoring, counseling, and financial aid, to ensure they have the support they need to succeed. Participates in student retention initiatives and recruitment activities, such as virtual open houses, information sessions, and orientation events. Responds to student inquiries related to academic programs, transfer credit, transcripts, and other academic records, ensuring timely and accurate responses. Provides basic guidance on financial aid, military benefits, and payment options, directing students to specialists as needed for more complex inquiries. Supports new students during onboarding, including conducting welcome calls and assisting with online orientation. Contributes to individual and team goals by meeting service-level agreements for student interactions and delivering high-quality customer service.
Assists students in resolving account holds or other issues that may prevent successful program progression or graduation. Performs Other duties as assigned to support student success and university retention goals.
Required Education, Experience, Certification/License, Equivalency
Education- Bachelor's degree in a related field
Experience- None
Equivalency-any equivalent combination of education or experienced approved by HRS
Knowledge, Skills and Abilities
KNOWLEDGE: Knowledge of university policies and procedures, particularly related to admissions, registration, financial aid, and degree planning; academic advising practices and student development theories; customer service principles and best practices in student retention and success.
SKILLS: Skills in excellent communication skills, including the ability to engage with students across various channels (phone, email, video); time management, with the ability to manage a caseload of students efficiently and prioritize tasks; strong organizational skills, with attention to detail and the ability to maintain accurate records; problem-solving and conflict resolution, with the ability to assist students in overcoming academic and administrative challenges.
ABILITIES: Ability to build and maintain professional relationships with a diverse student population, creating a supportive and encouraging environment; provide proactive outreach to students, identifying potential obstacles and offering solutions before problems arise; learn and use university systems, such as EAB Navigate, to track student progress and ensure timely communication; adapt to changing student needs and institutional priorities, maintaining flexibility and resilience in a fast-paced environment; collaborate effectively with faculty, staff, and other university departments to ensure students receive comprehensive support.
Job Duties and Responsibilities
Reporting to Strategic Enrollment Management, NMSU Global Campus seeks a Student Success Mentor to provide personalized support to an assigned population of students from enrollment through graduation. The mentor will engage in inbound and outbound communication (calls, texts, and emails) with students to ensure they are on a successful academic path. The position involves building relationships with students, providing information about NMSU Global Campus programs and services, and preparing students for academic success.
Specific Responsibilities Include:
• Assist new students through the registration process by engaging in consultative conversations focused on student needs, career, and educational goals, resulting in successful first-term enrollment at NMSU Global.
• Advise and support assigned students on their academic program, online learning environment, registration processes, and study skills, including time management and addressing academic challenges.
• Participate in new student onboarding by conducting welcome calls and assisting with online orientation.
• Be knowledgeable about NMSU Global services, including hybrid options, to guide students appropriately.
• Monitor student attendance and proactively reach out to at-risk students to offer support, helping them through the satisfactory academic progress process.
• Maintain a basic knowledge of advising content for NMSU Global programs.
• Assist with student retention efforts, such as participating in virtual or onsite open house events, information sessions, and webinars.
• Provide guidance on payment options, military and veterans' benefits, and direct students with financial aid questions to the appropriate advisor.
• Support students with payment processes, including using the online payment system, and help resolve outstanding balances to prevent program interruptions.
• Maintain an understanding of institutional policies and regulations related to tuition assistance, payment plans, and billing systems, and perform other related duties as assigned.
Key Accountabilities Include:
• Provide direct mentorship and support to students, focusing on guiding them from the start of their program through completion.
• Ensure regular communication with students through phone, text, and email, maintaining a visible and accessible presence.
• Accurately document all student interactions and progress using EAB Navigate or other systems.
• Assist with administrative tasks, such as registration, degree planning, and payment options.
• Contribute to team and departmental goals by supporting student growth targets and maintaining high standards of customer service in all interactions
Performs other related duties as assigned.
Preferred Qualifications
Special Requirements of the Position
Department Contact: Megan Boyd, mboyd@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:
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.
Recruitment Summary
We are New Mexico’s land-grant institution and a comprehensive research university dedicated to teaching, research public service and outreach at all levels. NMSU is a welcoming community of talented faculty, staff and students who are working together to make a difference. We are a NASA Space Grant College, a Hispanic-serving institution (HSI), a minority-serving institution (MSI) and home to the first Honors College in New Mexico. We offer an accessible education that shapes bright futures.
NMSU provides learning opportunities to a diverse population of students and community members at four campuses, Cooperative Extension offices located in each of New Mexico’s 33 counties, 12 research and science centers, and through distance education.
NMSU Main Campus
Located in Las Cruces, NM, New Mexico State University's 900-acre main campus is located at the crossroads of I-10 and I-25 in the Southwestern United States. As a thriving center of higher education, deeply rooted in the regional tradition, its role as a comprehensive university is recognized throughout the state.
Doña Ana Community College
Founded in 1973 in collaboration with local school districts to support occupational education, DACC is now a leading community college that provides transformative educational opportunities that meet the workforce needs of Doña Ana County. With a focus on access, innovation and excellence, DACC offers over ninety degrees and certificates, adult education, specialized workforce training, and small business assistance.
Alamogordo Campus
Established in 1958 to serve the needs of the airmen and families stationed at Holloman Air Force Base located only 10 miles west of Alamogordo, NMSUA is a community college with a long history of excellence that is supported by a caring community of hard-working students and dedicated faculty and staff. The campus is situated “on the hill” above Alamogordo and provides inspiring views of the city and the Tularosa Basin, offering the perfect venue for creative and motivated learning.
Grants Campus
NMSU Grants was established as a branch of New Mexico State University in 1968 through the cooperative efforts of New Mexico State University and Grants Municipal Schools. As a two-year branch community college, NMSU Grants serves the local communities in Cibola and McKinley counties, including the Pueblos of Acoma, Laguna, and Zuni, as well as Tohajiilee, San Mateo, San Rafael, Cubero, the City of Grants, and the Village of Milan.
Special Instructions to Applicants
The electronic application is the *official* document that will be used to qualify applicants. Paper/email documents will not be accepted. Required documents must be attached to this application.
EEO Statement
NMSU is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained faculty and staff. Women, minorities, people with disabilities, and veterans are strongly encouraged to apply. NMSU is an equal opportunity and affirmative action employer.
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