Student Advisor

2 weeks ago

Cape Town, South Africa 2U Full time

**What We're Looking For**:
The Student Advisor II position is a front-line, customer service focused position. Advisors provide timely, accurate, and professional support to students all across all our university partners through phone support, case management, and live chat. You will need to know the intricacies of different markets so you can provide the correct information to students. This role will be a multifaceted position that will require initiative and creativity, thorough attention to detail, a laser focus on the student experience, and the ability to problem-solve. This role reports directly to the Student Advisor Manager.

**Responsibilities Include, But Are Not Limited To**:

- Respond to student inquiries both in the U.S. and internationally primarily through phone calls, live-chat, and cases.
- Respond to support inquiries primarily dealing with financial issues through cases and phone calls while making sure they get resolution to their issues.
- Display financial expertise in working with Netsuite to complete cases dealing with drops, withdrawals, transfers, crediting invoices, and refunds.
- Handle student refunds.
- Transfer student funds from program to program when a transfer has taken place.
- Create new financial plans for students and credit old sales orders and invoices associated with old financial plans.
- Handle Financial Aid cases by looking at SOPs and following them to resolve student issues.
- Properly document cases in Salesforce.
- Triage support for students to other departments.
- Provide instructional support cases and help solve those issues.
- Refer to multiple SOPs in order to resolve cases.
- Be well informed about the general student experience and how to provide support to general issues from students and others in the business.
- Be empowered to fix most issues in real-time.
- Provide exceptional service to students during each interaction.
- Escalate issues to the proper channels if needed.
- Help identify training and process gaps identified by recurring issues.
- Maintain an excellent on-time attendance record (schedule adherence).
- Act with the highest levels of honesty and competence in each customer interaction.

**Things That Should Be In Your Background**:

- Exceptional customer services skills, and an obsession to problem solve.
- The ability to work in a high growth, fast-paced tech company.
- A superior command of the English language particularly in the written form.
- Experience with Salesforce.
- The ability to multi-task and work between different communication platforms.
- The ability to learn different market needs and how to relate to students locally, nationally, and internationally.
- Knowledge Retention.
- Extreme attention to Detail.
- Calm Under Pressure and friendly.

**Other Attributes That Will Help You In This Role**:

- Organized, results-driven, persistent, team-focused, customer-focused and enjoy the challenge of achieving aggressive goals.
- Data driven
- Strong communicator through both spoken and written forms.
- Flexible and not afraid of change.
- The ability to type an average of 75 words per minute with a high degree of accuracy.
- The ability to work independently and solve problems proactively.
- The ability to receive multiple phone calls in succession while providing top-notch customer service.
- The ability to manage multiple chats simultaneously.

**About **2U** **Inc**. (NASDAQ: TWOU)**

2U is comprised of 3 lines of business: Graduate Degree Programs, Short Course, and Boot Camps. Going beyond traditional learning management systems, we use tech, people, and data to help top universities and enterprise organizations transform in the digital era—and eliminate the back row in higher ed. We support lifelong learning which means thinking beyond a single degree. It means finding ways for students to gain the skills they need to change careers, evolve their expertise, and meet the challenges of the changing world head-on. We help our partners fill those needs—developing new digital education technologies and offerings capable of supporting students at different points in their lives. Whether they need a simple refresher, to learn something new, or to change their career trajectories completely, our partners are there to help them succeed. Together with our partners, 2U has positively transformed the lives of more than 275,000 students and lifelong learners.

**2U** Diversity and Inclusion Statement**

2U is an Equal Opportunity Employer that is committed to diversity and inclusion. Applicants from the previously disadvantaged groups and people with disabilities will be given preference.

**Why It's **Great** to Work at **2U**

2U Cape Town offers a high-energy work environment that's both challenging and fun. We work hard, but our offices are casual and social places. We wear jeans to work and fuel brainstorming sessions with coffee from our in-house barista. We have other in-house perks like subsidised healthy meals,

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