Student Success Counselor

Texas Guaranteed Student Loan Corp • Round Rock, TX

1d • $0 - $25 • Remote

About The Position

At Trellis Company, we're passionate about creating opportunities that change lives. Our vision is to connect people to education-to-employment pathways that transform their lives. For more than 40 years, we've helped individuals achieve educational and career success through innovative solutions, strategic partnerships, and mission-driven service. Today, we're building on that legacy by partnering with employers, educational institutions, workforce organizations, and community leaders to create stronger connections between learning and employment while expanding pathways to economic opportunity. Our mission is to develop and advance initiatives that grow individual economic mobility and expand community prosperity. At Trellis, you'll find the purpose of a mission-driven nonprofit combined with the energy and innovation of an organization focused on the future. Your ideas matter, your work has impact, and your contributions help create brighter futures for individuals, families, and communities. Join Trellis and help create pathways to opportunity, economic mobility, and lasting success.

Requirements

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

Nice To Haves

• Associate degree or higher preferred.

Responsibilities

• Conduct outbound and inbound phone calls and text messages to identified populations as delegated by Trellis. Agent will only call pre-approved phone numbers for students.
• 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.
• Assist with training support for new employees and internal/external customers.
• Perform all other duties and responsibilities as assigned.
• Support other functions and responsibilities of the department.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED