Position Title: Student Success Mentor

Employee Classification: Student Success Mentor

College/Division: NMSU Global Campus

Department: 440100-NMSU GLOBAL

Internal or External Search: External - Open to all applicants

Location: Remote

Offsite Location (if applicable):

Target Hourly/Salary Rate:  $43,908.80; Commensurate with Experience

Appointment Full-time Equivalency:  1.0

Exempt or Non-Exempt:  Exempt

Summary:  New Mexico State University's Global Campus is currently seeking multiple Student Success Mentors who will provide concierge-level assistance to students from enrollment to graduation, utilizing inbound and outbound calls, texts, and emails to guide them towards their educational objectives. This role requires strong critical-thinking skills to support adult learners, enthusiasm for a fast-paced, technology-driven environment, and the ability to establish rapport with both new and returning students, ensuring exceptional service in every interaction

Classification Summary:
The Student Success Mentor is responsible for providing proactive and personalized support to an assigned population of students from enrollment through graduation. Through frequent and direct communication, the Student Success Mentor assists students in navigating academic processes, resolving administrative issues, and identifying the resources needed to achieve academic success. This role involves maintaining regular contact with students via phone, email, text, and video conferencing, ensuring they are supported through each stage of their educational journey. Student Success Mentors play a key role in student retention by fostering engagement and helping students overcome obstacles to reach their educational goals.

Classification Standard Duties:
Provides ongoing mentorship and support to an assigned group of students from the point of enrollment to program completion, ensuring they stay on track to meet academic and personal goals. Maintains consistent communication with students via phone, email, text, and video conferencing, addressing any concerns and providing guidance. Assists students with administrative tasks, including registration, degree planning, understanding financial aid, tuition payments, and navigating university systems and policies. Tracks and documents all student interactions, progress, and outcomes in the university’s student information system (EAB Navigate) to ensure accurate records and timely follow-up. Monitors students’ academic performance, attendance, and engagement, proactively intervening with at-risk students and directing them to appropriate support services. Educates students on available university resources, including tutoring, counseling, and financial aid, to ensure they have the support they need to succeed. Participates in student retention initiatives and recruitment activities, such as virtual open houses, information sessions, and orientation events. Responds to student inquiries related to academic programs, transfer credit, transcripts, and other academic records, ensuring timely and accurate responses. Provides basic guidance on financial aid, military benefits, and payment options, directing students to specialists as needed for more complex inquiries. Supports new students during onboarding, including conducting welcome calls and assisting with online orientation. Contributes to individual and team goals by meeting service-level agreements for student interactions and delivering high-quality customer service.
Assists students in resolving account holds or other issues that may prevent successful program progression or graduation. Performs Other duties as assigned to support student success and university retention goals.

Required Education, Experience, Certification/License, Equivalency
Education- Bachelor's degree in a related field
Experience- None
Equivalency-any equivalent combination of education or experienced approved by HRS

Knowledge, Skills and Abilities
KNOWLEDGE: Knowledge of university policies and procedures, particularly related to admissions, registration, financial aid, and degree planning; academic advising practices and student development theories; customer service principles and best practices in student retention and success.

SKILLS: Skills in excellent communication skills, including the ability to engage with students across various channels (phone, email, video); time management, with the ability to manage a caseload of students efficiently and prioritize tasks; strong organizational skills, with attention to detail and the ability to maintain accurate records; problem-solving and conflict resolution, with the ability to assist students in overcoming academic and administrative challenges.

ABILITIES: Ability to build and maintain professional relationships with a diverse student population, creating a supportive and encouraging environment; provide proactive outreach to students, identifying potential obstacles and offering solutions before problems arise; learn and use university systems, such as EAB Navigate, to track student progress and ensure timely communication; adapt to changing student needs and institutional priorities, maintaining flexibility and resilience in a fast-paced environment; collaborate effectively with faculty, staff, and other university departments to ensure students receive comprehensive support.

Job Duties and Responsibilities
Reporting to Strategic Enrollment Management, NMSU Global Campus seeks a Student Success Mentor to provide personalized support to an assigned population of students from enrollment through graduation. The mentor will engage in inbound and outbound communication (calls, texts, and emails) with students to ensure they are on a successful academic path. The position involves building relationships with students, providing information about NMSU Global Campus programs and services, and preparing students for academic success.

Specific Responsibilities Include:
• Assist new students through the registration process by engaging in consultative conversations focused on student needs, career, and educational goals, resulting in successful first-term enrollment at NMSU Global.
• Advise and support assigned students on their academic program, online learning environment, registration processes, and study skills, including time management and addressing academic challenges.
• Participate in new student onboarding by conducting welcome calls and assisting with online orientation.
• Be knowledgeable about NMSU Global services, including hybrid options, to guide students appropriately.
• Monitor student attendance and proactively reach out to at-risk students to offer support, helping them through the satisfactory academic progress process.
• Maintain a basic knowledge of advising content for NMSU Global programs.
• Assist with student retention efforts, such as participating in virtual or onsite open house events, information sessions, and webinars.
• Provide guidance on payment options, military and veterans' benefits, and direct students with financial aid questions to the appropriate advisor.
• Support students with payment processes, including using the online payment system, and help resolve outstanding balances to prevent program interruptions.
• Maintain an understanding of institutional policies and regulations related to tuition assistance, payment plans, and billing systems, and perform other related duties as assigned.
Key Accountabilities Include:
• Provide direct mentorship and support to students, focusing on guiding them from the start of their program through completion.
• Ensure regular communication with students through phone, text, and email, maintaining a visible and accessible presence.
• Accurately document all student interactions and progress using EAB Navigate or other systems.
• Assist with administrative tasks, such as registration, degree planning, and payment options.
• Contribute to team and departmental goals by supporting student growth targets and maintaining high standards of customer service in all interactions

Performs other related duties as assigned.

Preferred Qualifications

Special Requirements of the Position

Department Contact:  Megan Boyd, mboyd@nmsu.edu

Contingent Upon Funding: Not Applicable

Bargaining Unit Eligibility: This is NOT a bargaining unit position with American Federation of State, County & Municipal Employees (AFSCME).

Standard Work Schedule: Standard (M-F, 8-5)

If Not a Standard Work Schedule: 

Working Conditions and Physical Effort

Environment: Work is normally performed in a typical interior/office work environment.

Physical Effort: No or very limited physical effort required.

Lifting Requirements: Requires handling of average-weight objects up to 10 pounds or some standing or walking.

Risk: No or very limited exposure to physical risk.