Pearson Online Learning Services (POLS) adds life to a lifetime of learning. We are a community of educators, designers, marketers and entrepreneurs. We work across diverse disciplines and global boundaries to connect more students to top tier universities and colleges. We partner with higher education institutions to help them build and manage learner-centered, academically strong experiences that help learners to achieve success in career and life.

Our team helps our academic partners translate their pedagogical visions into rich, engaging online experiences that deliver strong outcomes. Providing strategy, planning, and research to help identify opportunities, prototype new offerings, and improve program performance. Enrolling students by building compelling marketing campaigns, improving recruitment, and opening new channels to reach qualified learners. Advising and supporting partners to rapidly expand non-degree offerings, including short courses, boot camps, and other forms of experiential, team-based learnings. Support and coaching learners to improve recruitment, retention, satisfaction, and graduation rates.

The Student Support Specialist's primary responsibility is to build an effective, trusting relationship with each student that ultimately promotes student persistence. This includes communicating with the student in an effective manner, setting goals, advising students on effective problem solving, assessing student risk factors and responding accordingly. The Student Support Specialist is responsible for representing the University or College brand and providing students with the institutional information, guidelines, policies and procedures regarding new and returning student enrollments. This includes providing academic course requirements, course registration, and timelines to complete all items regarding their degree program or course of study. Additionally, this position is responsible for managing accurate student information regarding their progress throughout the degree program.

Pearson is currently holding the POLS business under strategic review to assess the optimal long-term ownership structure.

General Responsibilities:

• Specific duties and responsibilities include, but are not limited to, the following:
  
• Guide and Monitor students' progress regarding issues such as student orientation, course selection and registration, course materials, billing and navigating the online courses.
  
• Provide high touch support to students and act as the student's main point of contact during their program of study.
  
• Follow established communication plan guidelines and protocol.
  
• Contact each new student to conduct a Learning Preparedness Assessment or similar process, including leading new student welcome/orientation calls. Communicate course information and required course materials to students to ensure preparedness well in advance of course start dates.
  
• Evaluate student's abilities, interests and personality characteristics in order to provide regular guidance and support activities.
  
• Timely response to student's inquiries - if a student inquires before noon a response is required by end of the current business day, if the student inquires after noon, a response is required before noon the next business.
  
• Completes all tasks as defined in the timelines assigned.
  
• Proactively contact students by telephone, email and other methods to build and maintain relationships.
  
• Acclimate new students to the learning environment including leading new student welcome/orientation calls and webinars.
  
• Advise students on university administrative matters (registration, withdrawal, course materials, financial aid, etc.).
  
• Maintain accurate and complete student enrollment records as required by university governance and all laws, policies and administrative regulations and policies, to include keeping accurate information in the CRM.
  
• Follow up with students that contacted Technical Support to ensure their issue is resolved.
  
• Identify and respond to at-risk behaviors by offering additional support and counseling.
  
• Meet or exceed student retention program metrics each term.
  
• Implement re-engagement initiatives to bring inactive students back into the program.
  
• Accurately and effectively communicate student feedback to internal and external departments.
  
• Escalate student retention concerns to Manager's attention.
  
• Facilitate student requests for assistance such as contacting campus based facilitators for arranging additional academic tutoring and referring students to the appropriate university services.
  
• Attend all required internal and external professional meetings, telephone conferences and training workshops to maintain and improve competence.
  
• Using communication tools and protocol, share relevant information with other key stakeholders.

Qualifications:

• 4-year degree from an accredited institution OR appropriate combination of experience and education.
  
• 2 years previous customer service experience in a high volume corporate or call center environment.
  
• Ability to work effectively across teams.
  
• Professional oral, written and communication skills for effective contact and presentation with stakeholders.
  
• The ability to multi-task, and work well under pressure with tight timelines.
  
• Must be able to perform non-local travel up to 10% if required by the business.

As required by the Colorado Equal Pay Transparency Act, Pearson provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only, the range of starting pay for this role is $20.00-$21.00 USD per hour. This position is not bonus eligible, and information on benefits offered can be found on our benefits website: https://pearsonbenefitsus.com/

Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose - to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world's leading learning company. Learn more at pearsonplc.com.

Pearson believes that wherever learning flourishes, so do people. We are committed to being an anti-racist company in everything we do. We value the power of an inclusive culture and a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm, and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity, and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to a sustainable environment and workplace where talent can learn, grow, and thrive.

To learn more about Pearson's commitment to a diverse and inclusive workforce, please click here: http://www.pearson.com/careers/diversity-and-inclusion.html

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. All employment is decided based on qualifications, merit, and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status, or any other group protected by law.

Job: LEARNING DELIVERY

Organization: Virtual Learning

Schedule: FULL_TIME

Req ID: 7550