[Hiring] Student Success Counselor @Texas Guaranteed Student Loan Corp

Role Description

The Student Success Counselor contacts college students and potential college students to encourage enrollment, re-enrollment, or ongoing enrollment. The Counselor will be responsible for a high volume of outbound and inbound phone calls that will reach the maximum number of students in order to help students with college steps. Incumbent will serve as a primary point of contact for students, offering support and guidance toward college enrollment and will provide basic instructions to students in conversations and, when appropriate, escalate the student conversation to more detailed-level counselors at Trellis or with the college as appropriate.

Essential Responsibilities:

• Conduct outbound and inbound phone calls and text messages to identified populations as delegated by Trellis.
• Encourage college enrollment by highlighting the return on investment of educational credentials.
• Assess students’ prior educational and work experiences to identify suitable credential programs aligned with regional labor market needs.
• Assist students in navigating barriers to re-enrollment and facilitate their transfer to institutions for application and enrollment.
• Assist with the preparation of required enrollment documentation per college guidelines.
• Provide guidance to help students make informed decisions about their educational pathways and refer students to the Trellis Retention Coach(s) when applicable.
• Maintain contact with students through their first day of classes to ensure a smooth transition.
• Adhere to approved call scripts and compliance guidelines.
• Provide consistent high-quality customer service to students.
• Assist with e-mail and text message communication using approved methods and technologies.
• Document call outcomes and maintain data as directed by department management.
• Maintain knowledge of Trellis and college privacy regulations to ensure the privacy of students.
• Participate in training and other learning opportunities to ensure compliance and expand knowledge of company, position, and process.
• Evaluate, adopt, and apply AI-enabled technologies to support strategy, improve workflow efficiency, automate routine tasks, and enhance data-driven decision making.

Qualifications

• High school diploma or equivalent required.
• Associate degree or higher preferred.
• One (1) year of experience in a call center, student service, or other customer service environment required.

Requirements

• Strong communication, numerical, analytical, critical thinking, and decision-making skills.
• Adapts to change, prioritizes, and handles multiple tasks within prescribed timeframe and performance standards.
• Knowledge of college application procedures and transfer credit concepts.
• Knowledge of using Microsoft Office products.
• Resourceful self-starter and goal oriented.
• Effective time management and prioritization in a multi-tasking job.
• Maintains a positive disposition on high volume phone calls for several hours per day.
• Follows approved operational guidelines, scripts, and escalation procedures.
• Demonstrated sound judgment to make good customer service decisions.
• Skilled in utilizing AI-enabled tools and technologies to improve efficiency, enhance work quality and outcomes, and support innovation and continuous process improvement.

Benefits

• Corporate Annual Incentive: This position is eligible for a corporate Annual Incentive, subject to the discretion and approval of the Board of Directors.
• Paid Holidays: 12 Holidays per year.
• Comprehensive benefits package including health, dental, vision, and Student Loan Assistance, and retirement plans.