Associate Manager, New Student Advising

UMA is a nonprofit healthcare educational institution with a national presence. Headquartered in Tampa, Florida and founded in 1994, UMA offers content-rich, interactive online programs as well as hands-on training at our Clearwater, Florida campus. 

• Medical (including prescription), Dental, Vision (UMA subsidized)
• FSA/HSA (Depending on Medical Plan chosen)
• Basic Life Insurance (UMA paid) minimum $50,000 - maximum $250,000 (1x annual salary)
• Additional Voluntary Life Insurance (Team Member paid)
• Employee Assistance Program – EAP (UMA paid)
• Long Term Disability (UMA paid)
• Short Term Disability (Team Member paid)
• Supplemental Insurance such as Critical Illness, Accident, and Hospital (Team Member Paid)
• Paid Time Off – 15 days accrued in year 1, 9 holidays, and 1 day of Volunteering Time Off
• 401k (eligible upon completion of 90 days of employment and must be at least 21 years of age)
• Pet Insurance
• Identity Theft Protection

Purpose of the Position:
The Associate Manager, New Student Advising plays a pivotal role in overseeing the daily operations of the Learner Services Team. Your focus lies on achieving positive outcomes for both students and team members. By ensuring adherence to department standards for call quality and strategy, you contribute to delivering exceptional student service.

What You’ll Do:

1. Student Support Processes: Manage team with adherence to and support of all student policies related to retention, including attendance, academic dismissals, program withdrawals, and others.  Handles escalated student calls and situations.
2. Call Monitoring and Feedback: Monitor both live and recorded calls to verify adherence to policies and appropriate call guides. Provide call coaching feedback and quality monitoring scores based on call guides and rubrics.
3. High-Risk Student Identification and Outreach: Conduct regular one-on-one meetings with advisors to identify high-risk students. Collaborate on plans to help students overcome obstacles using available resources.
4. Performance Tracking and Learning Recommendations: Track quality monitoring scores, and other call metrics, at both individual and team levels.
5. Team Quality Monitoring: Recommend and execute relevant training opportunities and initiatives based on performance.  Coach/develop team members on executing compliant and high-quality calls, using systems effectively, acclimating new hires to team environment, and adapting to on-going organizational change.
6. Collaboration and Communication: Participate in and contribute to team collaboration and communication.  Engage with team members on camera and in digital workspaces and virtual events.
7. Lead with Care: Lead, coach, and develop team members, fostering a culture of wellness, recognition, and engagement. Meet regularly with team members to provide feedback and cultivate/maintain a positive work culture.
8. Perform other duties as assigned.

Career Level Expectations:

• Lead, coach, and develop team members; does not have direct reports.
• Sets goals and objectives for team members for achievement of operational results.
• Handles problems and uses critical thinking to solve.
• Ensures policies, practices and procedures are understood and followed by direct reports and stakeholders.
• Desire for growth and professional development.

Required Skills/Experience:

• High School Diploma or equivalent experience.
• Skills – relationship management, interpersonal communication, time management/prioritization, business acumen, and professionalism.
• Ability to professionally communicate fluently in verbal and written English.
• Ability to support a diverse and inclusive work environment.
• Computer literacy/basic computer skills to effectively navigate and utilize the technology required for the role.

Preferred Requirements:

• Any degree and/or strong or advanced proficiency in the above required skills/experience.
• 2+ years’ experience in student services, academic advising, healthcare, contact center, education fields.
• 1-2+ years’ experience in a customer service or hospitality-related role.
• 1+ years’ experience as a team lead and/or a people leader.
• 1+ years’ experience working cross-functionally to achieve shared goals.
• Proficient in MS Office (Word, Excel, PowerPoint) and other business tools such as Microsoft Teams.
• Other skills or abilities – conflict resolution, quality assurance, process improvement, training/coaching, accountability, and adaptability.

Compliance: 

• Demonstrate knowledge of, and carefully follows all applicable state laws and rules, federal and state compliance requirements and regulations including those prescribed by the U.S. Department of Education, accrediting agencies, state regulations and internal policies and procedures.  
• Effectively communicate compliance requirements to other staff as appropriate and quickly escalate any compliance concerns to the Compliance department. 
• Participates in activities including, but not limited to, student recruitment activities and/or activities related to securing financial aid.

Work Environment/Physical Demands:

• This is a full-time remote position, with occasional planned onsite travel required.
• Home office set up, quiet place to work, ability to be on camera, and ability to hard wire into high-speed internet connection.
• May require setup of computer equipment; accommodation consideration available upon request.
• Flexibility to work evenings and weekends, as needed.

OUR VALUES

Our institutional values are shaped and validated by our team members. They describe how we strive to operate and are the standards of behavior we look to embody. 

ACT WITH INTEGRITY

We operate honestly and ethically in an industry-compliant fashion. We are fair and trustworthy in our interactions with all we serve. Our team members, at all levels, lead by example and strive to do the right thing for our students and for each other. We are disciplined professionals who strive to be straightforward and dependable.

CHAMPION STUDENT OUTCOMES

We live by a strong commitment to our students and are passionate about preparing them for meaningful careers. We are deeply dedicated to ensuring students’ educational and career success. We excel at building our students’ confidence and empowering them to reach their full potential.

COMMIT TO TEAM MEMBER SUCCESS

We are committed to our team members’ success and to each other’s success. We strive to create an environment that attracts and retains the best talent while offering continuous learning, professional development and career growth opportunities. We recognize and reward our team members for their contributions to the organization and to our students.

PURSUE RESULTS WITH PURPOSE

We pursue results with a sense of urgency and purpose. We take responsibility for achieving ambitious, measurable results and hold each other accountable. We think strategically and critically, greet new ideas and challenges openly, and look for innovative solutions to challenges.

HAVE FUN. BUILD ENERGY

Enjoying what we do is central to achieving our goals. Building energy, having fun, being optimistic and creating a positive working environment are all critical to our success and that of our students. We strive to be inspired and to inspire others. We consistently show appreciation and celebrate our successes, both large and small.

WORK AS ONE

We believe that diverse, inclusive teams produce breakthrough results. We strive to build and maintain positive relationships with colleagues from all types of backgrounds by showing respect and humility when interacting with each other and resolving conflicts in a constructive manner. By working together, we win together - as one - ensuring that the goals of the company are the focal point of our efforts.

UMA will NEVER ask you to send money or ask you to provide bank account information in order for you to get reimbursed for tools to work. If you have been contacted by someone claiming to be from UMA about a job posting, you can always verify the position at https://workatuma.com/