eCampus Coordinator

POSITION TITLE : eCampus Coordinator

Position Overview :

The eCampus Coordinator is a key contributor to the success of Astria Learning’s online education initiatives, ensuring a seamless and supportive journey for students from enrollment through graduation. The role combines customer service, team leadership, and cross-departmental collaboration to drive exceptional student outcomes, maintain service standards, and meet institutional goals. Reporting to the [Program Manager] ecampus coordinator will uphold the institution’s vision of providing a world-class customer experience and value-driven learning environment.

Key Responsibilities :

1. Deliver Exceptional Customer Service

Act as the primary point of contact for students, promptly and effectively addressing inquiries, concerns, and requests.

Ensure a positive, engaging, and supportive experience for students to boost satisfaction and retention.

Foster an environment of proactive support, anticipating student needs, and delivering solutions that enhance the learning experience.

2. Oversee and Participate in Payment Collection

Manage the timely collection of student payments, ensuring compliance with institutional policies and accuracy in all transactions.

Coordinate with the finance team to address payment-related issues and facilitate smooth, secure transactions for students.

Conduct follow-up communications, including calls and reminders across various channels, to optimize collection rates.

3. Plan and Manage the Student Journey

Implement a structured journey map for students from enrollment through program completion, encompassing key phases like term planning, thesis support, and elective selection.

Maintain regular communication with students to monitor progress, offer support, and make adjustments to their plans as needed to ensure alignment with program requirements.

4. Train and Mentor Student Success Advisors

Conduct training for Student Success Advisors, providing them with information and guidance to effectively support students.

Act as a mentor to advisors, offering ongoing coaching and guidance on handling complex student issues and fostering best practices for student engagement.

Monitor the team’s performance through Key Performance Indicators (KPIs) and provide consistent feedback to drive improvements.

5. Monitor and Enhance Student Course Activity

Track student participation, engagement, and progress in courses, identifying trends or areas where additional support may be needed.

Collaborate with advisors to ensure students meet academic expectations and reach critical milestones in a timely manner.

Report on student course activity and make data-driven recommendations to improve academic performance and engagement.

6. Ensure Complete Submission of Student Documents

Ensure students submit all required documentation per program and institutional guidelines, maintaining accurate records.

Work closely with the admissions and quality assurance teams to address missing documents and confirm compliance.

Serve as a liaison between students and departments to resolve any document-related issues.

7. Coordinate Across Departments for Seamless Student Support

Facilitate effective communication and collaboration between departments (admissions, finance, academic coordination, etc.) to resolve student issues and streamline processes.

Ensure that cross-functional teams are aligned in meeting student needs and achieving program goals, optimizing the student experience.

8. Manage Term Registrations

Oversee and coordinate course registrations for each term through the ACMS, ensuring a smooth and efficient enrollment process.

Communicate deadlines and guidelines to students and advisors to ensure compliance with registration protocols.

9. Maintain and Evaluate Key Performance Indicators (KPIs)

Establish, monitor, and analyze KPIs for Student Success Advisors, setting performance expectations and identifying areas for improvement.

Implement corrective actions as necessary, ensuring that all KPIs consistently meet institutional standards.

Report on team performance metrics and collaborate with the executive team to develop strategies for continuous improvement.

Qualifications :

• Bachelor’s degree in Education,
• Business Administration, or a related field;
• Master’s degree in a relevant field is preferred.
• Minimum of 3-5 years of experience in program management, student advising, or educational services.
• Proven experience in team management and driving performance outcomes in a customer-facing environment.
• Familiarity with Learning Management Systems (LMS) and proficiency in data analytics and project management tools.
• Strong verbal and written communication skills, with the ability to engage effectively across departments and with diverse stakeholders.

Competencies :