Onboarding and Employee Retention Specialist

CHCP Healthcare and Educational Services•Houston, TX

About The Position

Responsible for ensuring that Admission Advisors of all levels are trained on Admission processes, policy, and compliance while encouraging the use of new ideas and innovative processes to meet and exceed the needs of our prospective students. Through coaching and training, assist with employee development allowing for stronger Admission personnel retention, engagement, and promotional opportunities. Create dynamic training materials utilizing internal and external resources and ensure trainings embody concepts in adult learning theory and online learning. Monitor and review new employee progress over a multi-year period, discovering additional training opportunities for each Advisor level. Ultimately responsible for driving new student growth through proper training, consistency with employee retention and fully understanding and conveying the CHCP value proposition. The Onboarding and Employee Retention Specialist will demonstrate exemplary teamwork skills, a positive attitude, accountability to Company ICARE values, and exhibit excellent internal and external customer service. They will ensure that all activity is in compliance with Company policies and local, state and federal accreditation guidelines.

Requirements

Associates Degree required, Bachelors degree preferred (business, human resources, education, or communication). Experience may substitute for educational requirement.
Min. 3-5 years Advising experience in a for profit career education system
Excellent written and verbal communication skills
Strong interpersonal skills
Superior organizational and problem-solving skills
Highly ethical
Innovative
Strong expertise with MS Office, MS Web Design as well as software packages and systems related to training facilitation, design, and delivery
Ability to interact effectively as either as a leader or as a member of a team and work collaboratively across ground campuses
Ability to listen to others (e.g., new Advisors, DOAs, ADOAs) and to understand and find/develop effective solutions
Ability to adapt to changing assignments and multiple priorities
Ability to manage multiple tasks and successfully meet deadlines
Ability to persuasively influence Directors, Assistant Directors and Advisors of all levels
Onboard all new Advisors with consistency and compliance
Complete all required training, including, though not limited to: observations, Texas Workforce Commission oversight, program product knowledge, software systems, feedback delivery, facilitation and training, etc.
Reduce or limit staffing turnover through engagement with employees, including assisting them solve problems and providing recognition as a motivational tool
Monthly and annual cumulative student persistence for school.

Nice To Haves

Coursework/Experience in Adult Learning Theory, Group Facilitation, Instructional Design, Developing Needs Assessments, and Training Delivery strongly preferred

Responsibilities

Research enrollment processes of a variety of institutions for new and innovative ideas.
Seek consistent feedback from current and non-enrolled prospective students on their admission process, including contact rate, areas of engagement, and other rubric measurements to determine opportunities for enhancement and relevance.
Review current materials, reimagine, and update, including the admissions phone guide, interview deck, product knowledge videos, etc.
Ensure all admission materials have been vetted through compliance and adhere to established standards.
Partner with the VP Enrollment Strategy and Operations on all of the above.
Train the Trainer to ensure the DOA and ADOA comfortability with delivering the admissions onboarding process, provide relevant additional support and supplemental coaching, and create employee development plans.
Develop full knowledge of CHCPs Learning Management Platform, Learn Upon (ICARE University), and other training software platforms, including Articulate, Canva, Tango, among others.
Design, update, and facilitate training for all levels of Admissions Advisors, Enrollment Coordinators, and Appointment Setters in alignment with CHCP Ground curriculum and compliance standards.
Lead live and virtual training sessions on topics including:
CHCP admissions processes and policies
CHCPs conversion standards
Consultative advising & program matching
Compliance, documentation, and student readiness
CRM, Campus Web Client, Velocify, In Contact, and related systems
Develop and maintain training materials, workbooks, role-play scenarios, job aids, and knowledge checks.
Coordinate with various departments to facilitate continuous product knowledge with relevance to the new student experience and decision making process.
Adapt training approaches to address campus-specific needs and performance trends.
Develop specific Key Performance Indicators for each level of Admission Advisor, including outreach, customer service rankings and special projects.
Review performance dashboards, coaching documents, and mystery shop results to identify trends and training gaps.
Provide leadership with actionable insights and recommendations for improvement.
Support special projects related to enrollment growth, retention awareness, or process optimization.
Serve as primary contact for Electronic Enrollment Agreement Training, Docusign Training, Velocify, In Contact, Campus Nexus, and other software training as they relate to Admission functions.
Manage the Secret Shopper process with CHCPs Mystery Shop provider, deliver results to campuses, and manage improvement areas.
Collaborate with Financial Aid, Career Services, Program Directors, and Student Services to ensure a seamless prospective student experience.
Support campus open houses, community events, and lead-generation initiatives when requested.
Other duties as assigned.