Student Success Advisor (Remote | Full-Time Contract)

Student Success Advisor (Remote | Full-Time Contract) Location: R-Australia Risepoint assists primarily regional universities in increasing their access and impact by making their academic programs available to students online. Founded in 2007, Risepoint mission is to expand access to high-quality, affordable, and workforce-relevant education, especially for working and adult students. Risepoint brings single-minded dedication to student success, an integrated set of services, and data-driven performance to our collaboration with university partners Join Our Mission Risepoint is an education technology company that provides world-class support and trusted expertise to more than 100 universities and colleges. We primarily work with regional universities, helping them develop and grow their high-ROI, workforce-focused online degree programs in critical areas such as nursing, teaching, business, and public service. Risepoint is dedicated to increasing access to affordable education so that more students, especially working adults, can improve their careers and meet employer and community needs. The Impact You Will Make: The Student Success Advisoris a key member of the Risepoint Australia team. Reporting to the Director, Student Success, our ideal candidate will bring a proactive, service-oriented approach, be responsible for building and maintaining close relationships with students from enrolment through to graduation, resolving any issues to ensure satisfaction and academic success. They will coordinate efforts with a range of partner institution stakeholders, including academic teams, technical and wellbeing support. The Student Success Advisor is the first point of contact for all our students and is responsible for providing full pastoral support as students complete their program of study. This role requires the ability to navigate complex conversations of a personal and sensitive nature with skill, utmost professionalism, empathy, and confidence. The ideal candidate will demonstrate strong emotional intelligence and a calm, solutions-focused approach in managing these interactions to ensure students feel supported and heard throughout their journey.  The role also demands the ability to handle a high volume of calls and operate effectively in a fast-paced, dynamic environment focused on student wellbeing, academic success, and retention. A high level of resilience, organisation, and commitment to student-centred outcomes is essential. What You Will Do: Provide effective service to new, continuing, and resuming students by developing and implementing highly proactive outreach services with particular attention paid to retention and student success. Monitor student performance and engagement, analyse problem areas, determine solutions, and conduct intervention activities and processes. Follow contact strategies on an ongoing basis to maintain a relationship with students. Identify and successfully resolve student concerns through prompt issue resolution and coaching designed to improve student retention and other strategies to meet partnership benchmarks and goals Ensure timely turnaround of communication and services, meeting established service level agreements and triaging student cases to the relevant university resources. Deliver new student orientation sessions and/or assist students to navigate the online learning platform and help set them up for success in their online studies. Ensure student registration either through direct enrolment activities or leading students through the enrolment process. Responsible for handling incoming service-related questions or concerns for students, faculty and key partnership contacts eliminating delays that impede student and partnership success. Ability to handle high volume of inbound and outbound calls during peak periods. Provide regular activity/engagement reports and data entry. Responsible for carrying out audit reports on student registration, retention, and persistence. Responsible for maintaining documentation of outreach services in the CRM. Identify operational process improvements as it relates to student support and develops and documents new processes. Provides coaching, training, and coverage for new team members. Help students understand and access support services including counselling, academic advising, learning support, and financial assistance. Collaborate with academic and professional staff to resolve complex student issues and ensure continuity of support. Perform other duties as assigned Perform in accordance with Risepoint Policies What Success Looks Like: A naturally curious person who gets energy from human interactions Client service-oriented individual with outstanding written and oral communication skills Ability to relate well to others and perform duties with a high degree of integrity, confidentiality, and adherence to professional ethical standards. Ability to work in a fast-paced environment, excellent problem-solving and decision-making abilities. Intermediate level in Microsoft Excel and proficient in Word, Outlook, and PowerPoint. A conscientious individual who needs little supervision in following up on assigned students, tasks, and special projects; Excellent organisational, multi-tasking skills and high level of attention to detail. Ability to work under pressure of deadlines and/or time limitations. Ability to work independently as well as part of a team. Demonstrated ability to manage personal and sensitive conversations with empathy, discretion, and confidence, ensuring student trust and psychological safety. How Impact Will be Measured: Meet individual key performance indicators (KPIs) Adherence to key duties and responsibilities Become an expert within partner’s domains and products Experience That Matters Most: Bachelor’s Degree from an accredited institution A minimum of 2 years of experience in customer service or operations, call center, student services experience across all levels. This is a full-time remote contract position requiring residency in Australia. Experience That’s Great to Have: Mental Health First Aid 2+ years of experience in student services within the higher education sector. #LI-AD1 RisePoint is an equal opportunity employer and supports a diverse and inclusive workforce