STUDENT SERVICES DIRECTOR

Job Summary

The Student Services Director (SSD) works under the direction of the Regional Campus Director (RCD), with dotted line reporting to the Campus Director and in collaboration with the Ross College, Sylvania VP of Online Operations.. The SSD is responsible for meeting the needs of our students, and providing the support necessary for the students to succeed at Ross. It Is expected the SSD will follow all compliance requirements and maintain excellent documentation to meet ABHES, Federal, State and internal standards.

Success in this role is accomplished through collaboration and partnering with campus staff and key corporate personnel to ensure compliance, positive outcomes, strong site operations and a healthy and positive working environment for students, staff and faculty.

The SSD is also responsible for providing mentorship, leadership and new hire training to the Student Services Coordinators in their assigned region.

Additional consideration for candidates with prior experience in Nursing Programs, Nursing, Nurses and the Ohio Board of Nursing.

Job Duties and Responsibilities

Hybrid Student Retention

• Responsible for knowing your retention metrics and leading student retention activities for students taking courses through Ross College Online as part of the consortium agreement, such as:
  • Contacting absent students using multiple methods
  • Identifying and creating plans for high-risk students to find them academic support for successful program completion
  • Attending retention calls as scheduled, and program calls when invited, to stay abreast of specific program needs
  • Collaborating with Faculty and Associate Director to find creative methods to engage these students from day 1 through to their graduation
• Responsible for on-ground and virtual orientations
• Assist students with basic Canvas LMS tech support as part of the orientation

Financial Aid Support

• Support the initial student experience and registration process by assisting students at kiosk/computer as needed for FA processing and enrollment
• Handle follow up with students in the collection of documents at the campus level as requested
• Act as a liaison to CFAO to get student questions answered, or appointments scheduled
• Handle some account receivable functions including: accepting other limited payments at the campus, distributing receipts, making bank deposits, etc.
• Is available to answer questions on Title IV funding
• Accepts full responsibility as School Certified Official for Veteran Affairs funding

Career Services Support

• Assist with document collection at the campus
• Assists with student/graduate communication and follow up to support outcomes
• Works collaboratively with Career Services team to prepare students for externship as needed
• Prepares Certificates of Completion/Diplomas and graduate material
• Plans and attends annual graduation celebration

Other Student and Campus Support

• Additional campus duties may include administering the Wonderlic Scholastic Evaluations, conducting campus tours, handling inbound calls, mail, UPS shipments, entering IT tickets and supply ordering.
• Assists Regional Campus Director in preparation of reports, including accreditation annual reports, and Retention and Placement Reports.

Student Services Director Responsibilities

• Mentor Student Services team members in the assigned region or group of campuses
• Be knowledgeable of regional campus performance in key metrics of student retention (ground and hybrid) and packaging rates. Provide support where needed and where directed by the RCD
• Train new Student Services Representatives as directed by the RCD
• Participate in region retention calls
• Work with the RCD and VP of Online Operations to modify and/or improve processes
• Conduct training sessions for the region or the Student Services Department

Additional Duties as Assigned

Expected Campus Outcomes

• Achieve required minimum of 70% retention rate for each program
• Maintain Documents required packaging status at 95% and above

Requirements

• Minimum of Associates Degree from an institution accredited by an agency recognized by the U.S. Department of Education or the Council of Higher Education Accreditation (CHEA). The SVP of Operations will approve any exceptions.

• Student Services Coordinators who were promoted to their role from within Ross and have a degree completion plan in place to meet the minimum requirement, will have the title Student Services Coordinator, and will generally have up to 1.5 years to obtain their degree and meet the full requirements of the job. Every six months they will have a check-in with Human Resources and their Regional Campus Director to confirm progress towards the degree completion. Failure to complete the degree in a timely and agreed upon schedule may lead to disciplinary action, up to and including termination of employment.
• 2 years’ work experience in banking, office administration, or general office with emphasis on customer service or related work
• 1 or more years work experience at Ross and 6 months or more as a Student Support Coordinator (formerly known as Educational Support Coordinator)
• Education and work experience requirements may differ based on state and accrediting organizations’ standards
• Comfortable asking students for payments and documents
• Easily able to develop rapport with students and provide the support and access to services they need to be successful in their education
• Protection of student and/or employee privacy is expected in the handling of confidential and/or financial information.
• Protection of the corporation and privacy of corporate proprietary and confidential information is expected
• Must have sufficient visual and auditory ability to operate computer equipment, use telephone, read materials, and office equipment
• Professional communication encompasses written, oral, visual and digital communication. Successful communication skills are required for working at Ross and involve the following: writing, reading, editing, speaking, listening, software applications, data entry and reporting, and Internet research.
• Ability to build rapport with students and staff
• Ability to work with different teams
• Ability to remain focused and adapt quickly in fast-paced work environment
• Ability to achieve goals; We work to make our students successful and we measure that in our individual and team accomplishments
• Strong attention to detail & accuracy, and commitment to quality
• Ability to organize your work and meet deadlines
• Demonstrate professionalism in manner, dress and conduct as a representative of Ross and a student mentor
• Adhere to Ross Code of Conduct and Professional Ethics
• Ability to work at least two evenings a week

Ross is an Equal Opportunity Employer