Wiley Hiring for Student Support Co-ordinator at India Full Time

Location: Remote, India

At Wiley, we welcome you for who you are, the background you bring, and embrace individuals who get excited about learning whether online or by book. Learning is for everyone, and so is our workplace. Bring your experiences, your perspectives, and your passion. It’s in our differences that we empower the way the world learns.

As a key member of the Wiley Academic Services Team, you will be responsible for building and maintaining close relationships with University students from registration through graduation, communicating with them on a regular basis and resolving any issues to ensure satisfaction and academic success.

You will coordinate with the relevant course/faculty teams, faculty leaders/tutors, technical and finance personnel within the University on our student’s behalf. You will be the first point of contact for all remote learning students and provide full support as students complete their course of study.

How you will make an impact:

• Manage weekly communication to engage the student body and support retention efforts through various approaches including proactive/reactive phone calls and email

• Monitor student performance to identify risks, and successfully resolve student concerns through prompt issue resolution and coaching designed to improve student retention

• Facilitate student requests through escalation procedures on the student’s behalf with key University contacts and other support services

• Interact daily with staff, faculty and program directors to ensure student issues are resolved in a timely manner

• Ensure student registration either through direct registration activities or leading students through the advising and registration process

• Forecast student enrolment numbers and provide recommendations for course scheduling where applicable

• Manage regular reporting to ensure achievement of internal and external partner retention/graduation goals

• Maintain accurate student enrollment records and documentation of interactions through database and spreadsheet management tools (CRM/SIS/ Excel.)

• Develop relationships and serve as liaison between Wiley and campus administrative and academic offices (Business Office, Financial Aid, Registrar, Advising, Faculty) regarding add/drop procedures, module scheduling, student concerns, graduation processes and general troubleshooting

• Funnel information to marketing and student recruitment on programmatic changes and value proposition, curation of testimonials and student success stories and ongoing market opportunities

• Deliver new student orientations, including information on program procedures, policies, goals and objectives, registration, course materials, system setup, technical guidance and problem resolution

We are looking for people who have/are:

• Bachelor’s Degree from an accredited institution

• 2+ years of experience in operations, customer service, project management, or education related fields

• 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

• Proficiency in Microsoft Excel, Word, Outlook, and PowerPoint

• Experience with Salesforce is preferred

About Wiley:

Enabling Discovery, Powering Education, Shaping Workforces.

We clear the way for seekers of knowledge: illuminating the path forward for research and education, tearing down barriers to society’s advancement, and giving seekers the help they need to turn their steps into strides.

Wiley may have been founded over two centuries ago, but our secret to success remains the same: our people. We are willing to challenge the status quo, move the needle, and be innovative. Wiley’s headquarters are located in Hoboken, New Jersey, with operations across the globe in more than 40 countries.

When applying, please attach your resume/CV to be considered.