Client Relations Administrator (CRA)

About the position

We are seeking a Client Relations Administrator (CRA) to join our Academic Team. As a CRA, you will be responsible for maintaining positive relationships with students, addressing and resolving queries, and ensuring a high level of customer satisfaction. Your role will involve managing student communications, providing administrative support, and collaborating with the Academic Manager to enhance student experience.
Responsibilities
Orientation:

• Once Admissions department forward the new student list to the Client Relations department (CRM), the CRM department need to send out orientation letters to new students on behalf of CRM and advise of any student's emails that would have bounced back to alternative email. Orientation agenda must be updated on Operations Management System (OMS) for every Orientation.
• Email and call all student that have not attended Orientation.

System:

• Once admissions forward the new student list the Client Relations department, CRA needs to ensure that students are linked to their modules.
• Check that students modules are showing on the Progress Reports under Student Management System (SMS).
• Check students can login into Student Management System (SMS) and the Learner Management System (REGenius).
• Obtain attendance numbers from classes and load on Regenesys Management System (RMS).
• Ensure students have a Regenesys student email address.
• Ensure all students are showing on the Class Management System under Academic Management System (AMS).
• Updating of rollover spreadsheet and inform admission and finance departments.
• Check that correct communication is sent to students from Communication Module
• Email Client Relations Managers informing them that students have not completed class evaluation forms on the Leaner Management System. We need 80% completion rate from students.
• The CRA will need to log in to our systems as a student when the need arises depending on the query.
• Manage online AC forms submitted.
• Monitor students' elective selection on SMS.

Classes:

• Send class reminders at least 1 week before the time and then again, the day before.
• Will assist the Academics with the monitoring of class to ensure class are running smoothly (15 minutes before the class starts, 30 minutes at the start and 30 minutes at the end of the class).
• Manage all administrative students' queries - our standard is a same-day response time. Encourage students to use official channels of communication, i.e. student portal and email.
• Email and call students when they did not attend a class.

 

Administration:

• Post student communication via bulk emails as required by by Dean, Academic Chief Officer, Heads of Schools, Registrar and CRM. Make use of standard emails when responding to students.
• Manage all administrative students' queries (inbound calls, query block on the portal and via email) - our standard is a same-day response time. Encourage students to use official channels of communication, i.e. student portal and email.
• Provide email follow up and support to students with progress, attendance, assignment submission.
• Support academic requirements outputs for example class slides and recoded sessions
• Respond to email inquiries from the designated email using the CRM for example [Email Address Removed].
• Submit all student administrative requests (e.g. late assignment submissions, deferments, rewrites, and postponement, exemptions) etc. to the Academic Committee for approval and ensure same-day, accurate feedback to the student and load forms on RMS.
• Manage all student tracker sheets.
• Monitor rollovers students and if required update and manage rollovers spreadsheets manually.
• Manage a tracker report on AC forms submitted.
• Pull information for the senate reports i.e., Throughput rates, At Risk for the Heads of Schools to compile the reports.
• Monitor elective selection before classes start to look at numbers (need to have 20 students per class).
• Follow escalation process to address issues that you can't resolve.

At Risk Students:

• Manage At Risk students' trackers.
• Compile report on students that haven't done assessments and assignments for the Client Relations Managers.
• Constantly check Progress Reports to identify student's falling behind with their studies.
• Monitor students that did not submit an assignment or attend an exam as per At Risk Report.
• Compile a completion plan if students are falling behind.
• Refer students to finance department if their account is suspended or have financial difficulties so payment plans can be arranged.
• Report to the Client Relations Managers if students are wanting to cancel, deferred their studies.
• Monitor drop off rates.
• Contact all students that [Email Address Removed]e are students that haven't done assessments, assignments, attended classes, attended orientation, have high similarities, and written exams.

Assignments:
Please note that you are not allowed to submit any assignment on behalf of a student

• Keep track of the assignment/assessment progress with the Assessment Centre (e.g. marking, moderating and releasing of marks progress).
• Escalate any delays arising in the Assessment Centre to the Head of Assessments.
• Inform students about the late submission dates. Ensure that the students complete an online Academic Committee form and makes payment, only then will the students receive the late submission link.
• Update late submission spreadsheet on SharePoint.

Desired Skills:

• Client Relations Management
• Communication
• CRM System