Bilingual Student Success Advisor

Profile

What We’re Looking For:
The Student Success Advisor is responsible for managing student attrition through providing proactive, reactive, comprehensive and exceptional customer service. This position is the critical first line of defense in executing 2U's expected white glove service level for its students, graduates and faculty.
The Student Success Advisor supporting the Tec de Monterrey partnership is a unique opportunity to support one of 2U’s first International Graduate Programs. This SSA will be bridging cultural differences and helping Student Success leadership identify challenges specific to MBA students in the Tec de Monterrey program to ensure that each student receives 2U’s signature white glove service. In addition, the SSA will work closely with the Student Success Manager to document critical processes and policies during the launch process.
Responsibilities Include, But Are Not Limited To:
Manage student retention through providing proactive, reactive, comprehensive and exceptional customer service. This position is critical in executing 2U's expected white glove service level for its students and faculty.
Assisting in student on-boarding to include online orientation, registration and live training, as well as conducting Welcome Calls with students immediately upon enrollment
Troubleshooting student support issues and coordinate solutions in accordance with all university policies, to include basic technical issues in the LMS
Analyze program and student data to estimate credit pacing, raw credit productions including intuitive reasoning to forecast appropriately
Problem solve when faced with critical situations and determine when escalation is required.
Accountable for student retention and credit goals. Implement strategies as directed to positively impact key metrics (i.e.: graduation rates, student satisfaction, student retention goals, and credit generation).
Communicate effectively in both written and verbal forms to University stakeholders, students and internally. Internally provide regular scheduled communications and program deliverables. Provides assessment of critical situations and determines when escalation is required. Identify and refer students to University Academic Advising for additional support.
Things That Should Be In Your Background:
Bachelor’s Degree required
Spanish/English fluency in both written and verbal communication
Minimum 2 years’ experience working in a service-oriented, customer support or related field
Strong customer service background required
Excellent computer skills (Microsoft Office, inclusive of Word, Excel, PowerPoint)
Excellent verbal and written communication skills with the ability to communicate in a courteous, personal, tactful, and concise manner
Strong student-centered, customer service focus; commitment to student and faculty satisfaction and success
Ideal candidate has a passion for building and maintaining relationships with their team and the students
Thrives in environments of ambiguity and relishes problem solving
Enthusiasm and the ability to thrive in an atmosphere of constant change
Ability to work and contribute in a team environment
Other Attributes That Will Help You In This Role:
Previous experience providing exceptional customer service in a collegiate or university environment
Familiarity with online learning technology
Familiarity with using technology in an educational setting
Knowledge of Latin American university systems, processes, and procedures
About 2U Inc. (NASDAQ: TWOU)
2U is comprised of 3 lines of business: Graduate Degree Programs, Short Course, and Boot Camps. Going beyond traditional learning management systems, we use tech, people, and data to help top universities and enterprise organizations transform in the digital era—and eliminate the back row in higher ed. We support lifelong learning which means thinking beyond a single degree. It means finding ways for students to gain the skills they need to change careers, evolve their expertise, and meet the challenges of the changing world head-on. We help our partners fill those needs—developing new digital education technologies and offerings capable of supporting students at different points in their lives. Whether they need a simple refresher, to learn something new, or to change their career trajectories completely, our partners are there to help them succeed. Together with our partners, 2U has positively transformed the lives of more than 275,000 students and lifelong learners.
2U Diversity and Inclusion Statement
At 2U, we are committed to creating and sustaining a culture that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities of our employees. We strive to offer a workplace where every employee feels empowered by the ways in which we are different, as well as the ways in which we are the same.
Benefits & Culture
Working at 2U means working with individuals that are passionate and mission driven. We collaborate on tough problems to deliver the best outcomes for our partners, students, and each other. You will find team members working together in our open office spaces, gathered in the kitchen grabbing a snack, or taking a break in our game rooms.
2U offers a comprehensive benefits package:
Medical, dental, and vision coverage
Life insurance, disability and 401(k)
Unlimited snacks and drinks
Generous paid leave policies including unlimited PTO
Additional time off benefits include: volunteer days, parental leave, and a company-wide winter break from Christmas through New Years!
To learn more, visit 2U.com. #NoBackRow
Note: The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position, and are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.
2U is an equal opportunity employer that does not discriminate against applicants or employees and ensures equal employment opportunity for all persons regardless of their race, creed, color, religion, sex, sexual orientation, pregnancy, national origin, age, marital status, disability, citizenship, military or veterans’ status, or any other classifications protected by applicable federal, state or local laws. 2U’s equal opportunity policy applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits, pay and dismissal.

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