Senior Student Communication Coordinator

Senior Student Communications Coordinator

Summary: The Senior Student Communications Coordinator is responsible for overseeing the complete operation of omni-channel messaging ensuring it operates and goals are met based on the direction established in strategic plans. Requires, drafting, implementation, deployment, aligning, and monitoring of all communications within the student engagement model for Digital Services. This role is to constantly review and optimize communications, ensuring the highest conversions through best in class communications to prospective, re-entry, and continuing students. This position will continue to improve development of the “Playbook” on the CHCP Digital Services model. This role is solely responsible for the housing and maintenance of the IVR and all outbound student facing recordings, through various medium of distribution.

Major Duties and Responsibilities:

• Oversee the complete operation of omni-channel messaging ensuring it operates and goals are met based on the direction established in the strategic plans
• Monitoring all mediums of communications with prospective, re-entry, and continuing students.
• Ensure communications comply with company polices, and regulatory entities via alignment with corporate compliance.
• Provide feedback to ensure each student is receiving the best experience.
• Ensure agent’s rosters are up to date monthly.
• Ensure accurate tracking of call notes and updates completed in the appropriate database.
• All scripting for IVR and outbound student engaging call recordings.
• All dialer loadings using NiceIncontact for all digital services departments, and externally as required.
• SMS Loading (i.e. New Program launches, POG, Orientation reminders, and Missing Documents)
• All ringless voicemail creation, recordings, delivery, and maintenance.
• Coordinate with Corporate Director of Admissions/Training & Quality Assurance to properly setup voicemail for ground campuses
• Executing and monitoring communication strategies designed to further company objectives.
• Creating e-mails, digital links, landing and splash pages to assist in direct marketing efforts.
• Tracking and reporting campaign analytics.
• Produce oral and written communications using spreadsheets and charts.
• Testing, maintaining, and optimizing the IVR system.
• Manage campaigns and mediums of communication for alignment of messaging.
• Coordinate with Sr. Director of Admissions by communicating with Admissions Representatives to assist with student needs.
• Manage all aspects on ordering of official transcripts.
• Properly handle confidential student information to ensure privacy protection.
• Coordinate with Digital Services Coach on transcript order tracking.
• Ensure the smooth transfer of data to and from other district campuses.
• Deliver correspondence/receipts from transcript ordering services to the Quality Monitoring Specialist.
• Adequately follow-up with campuses on behalf of students to receive required documents needed by CHCP.
• Attend required training with third-party clients to utilize platforms to assist with marketing efforts.
• Interacting with clients to effectively deliver company’s message to the public.
• Directly assist Associate Director with Student Success operations.
• Monitor grades of active students to directly notify when grades are close to unsatisfactory.
• Directly coordinate with the Senior Business Intelligence Developer to ensure quality of all operations in relation to technology.
• Report outages of platforms and software to Senior Business Intelligence Developer.
• Meet with Program Directors to coordinate messaging.
• Notarize documents as needed.
• Other duties as assigned by Vice President and leadership team.

Job Requirements: Knowledge, Skills, Abilities, and Accountability:

• Knowledge:
• Bachelor’s degree in Communications from an accredited college or university is required
• Proven record of accomplishment in prior / current employment
• 1 years with The College of Health Care Professions
• Experiencing in leveraging integrated systems, including a CRM, Dialer, and Omni-Channel Communication.
• Direct experience in confidentiality and privacy of document handling

• Skills:
• Advanced working knowledge of standard Office Software such as Word, Excel, PowerPoint and Outlook is required.
• Exceptional written and verbal communication skills.
• Ability to prioritize demands of multiple projects and meet deadlines, be able to work independently, and demonstrate sound judgment and decision making
• Superior organizational and problem-solving skills.
• Goal-oriented and highly ethical.

• Abilities:
• Demonstrated ability to work both independently and as a member of a team, collaborating across units as needed.
• Ability to plan, organize and implement effectively.
• Ability to use standard office equipment and personal computers
• Ability to coordinate with others (e.g., students, staff, etc.) and to understand and respond positively to their requests.
• Ability to set aside biases and be objective in listening, and in written communications.
• Ability to adapt to changing assignments and multiple priorities.
• Ability to manage multiple tasks and successfully meet deadlines.
• Proven ability to learn new systems quickly, and compare alternate solutions.
• Makes recommendations for process improvements, administrative changes, and new initiatives.