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Student Advocate


The Student Advocate, responds to student needs via phone, email, text and chat. The Advocate will proactively take full ownership of the student’s circumstance, managing a multi-channel communication toolkit to facilitate student outcomes. In each student interaction, the Advocate will endeavor to remove barriers to student success, driving academic progression and managing tuition payments.


  • Embody and abide by the Penn Foster Culture Code
  • Provide personalized service to shepherd prospective students toward graduation
  • Encourage students to tap existing social lattice networks to support their successful outcomes, or – in absence thereof – leverage the Penn Foster system to actively partner with students on their path to self-actualization
  • Endeavor to inculcate and/or sustain hope in achievement for underserved and at-risk students
  • Assist students in unlocking latent potential
  • Assess and address student risk factors (financial, academic, motivational) by leveraging case-by-case relevant aspects of the Penn Foster system
  • Create shared accountabilities between students and Penn Foster, via a hospitality-based service methodology rooted in empathy, caring and action
  • Routinely demonstrate sound judgement, a pro-active nature and an exceptional ability to problem solve
  • Follow established Penn Foster policies and procedures
  • Handle all communications in a professional and courteous manner
  • Represent the Penn Foster Community, making prospective students aware of the opportunities they have for interaction with Instructors, our Student Advocacy network, and other students
  • Contact students via their channel preference to fully resolve needs/issues
  • Must adhere to performance requirements as established by Management
  • Performs other duties or responsibilities as required or requested

Skills & Abilities

  • Education: High School diploma or equivalent
  • Experience: Customer-facing roles; Contact Center experience a plus
  • Computer Skills: Comfortable with MS Office, and the ability to learn and adapt to multiple software platforms
  • Other Requirements:
    • Passionate advocate of education
    • Relational, with the ability to quickly build rapport and be influential
    • Self-starter
    • Ability to multi-task and work efficiently
    • Excellent verbal and written communication skills
    • Acute active listening skills
    • Demonstrates empathy, respect and understanding of the needs of our students


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