Customer Experience Advisor

The Opportunity:

This role is responsible for the day-to-day support of our institution partners, driving targeted enrollment growth and enhancing partner satisfaction. You will execute recruitment strategies, assist in conversion initiatives, and act as a liaison between institutions and ApplyBoard’s internal teams.

What you’ll be doing every day:

Applicant Support & Advising

• Assist applicants with program inquiries and requirements
• Provide advisement to students on alternative program options that meet their interests and educational backgrounds
• Empathetically communicate application outcomes to our students, whether positive or negative
• Action deferral-related processes and inquiries
• Action refund-related processes and inquiries
• Assist students in meeting enrollment conditions and resolve uncertainties post-offer
• Perform Road Runner and Submission RPA (Robotic Process Automation) manual tasks when required
• Ensure accurate and timely processing of applications using relevant systems and workflows

Document & Eligibility Review

• Review student documents to ensure student eligibility for consideration across diverse educational backgrounds
• Review offer letters for student information consistency to ensure efficient application processing

School & Partner Collaboration

• Work with our partnership schools and recruiters to resolve application issues and submit quality applications on behalf of our students
• Communicate with our partner school and assist students in meeting enrollment conditions and resolve any uncertainties

Communication & Process Guidance

• Clearly communicate and outline all school requirements and deadlines to the student once the offer letter has been received

Process Maintenance & Improvement

• Ensure application processes are regularly updated to ensure the precision of process details
• Collaborate with schools and internal teams to resolve application issues and continuously improve workflows

Meeting Key Performance Metrics

• Ensure timely processing of applications, documents, and communications in alignment with established KPIs.
• Monitor personal performance to meet individual KPIs, including response time, accuracy, and customer satisfaction.

What You Bring to the Table:

• An associate's or Bachelor's degree is an asset
• 1-3 years of customer service experience
• Proficiency in proofreading/ editing text to ensure spelling and grammatical correctness
• Strong analytical abilities, detail-oriented, and a high level of accuracy
• Working knowledge of Google spreadsheets, Microsoft Word, and Gmail
• Adept in researching and problem-solving capabilities
• Someone who thrives in a collaborative, teamwork environment
• Aptitude for prioritizing tasks with an attention to detail to ensure information accuracy
• Ability to work in a flexible, fast-paced environment to meet multiple deadlines and adapt to new policies and procedures
• An ability to work cross-functionally to ensure application processing consistency and efficiency
• Exceptional problem-solving skills under ambiguous circumstances to ensure we provide the best outcome for our students while maintaining integrity with our partner relationships
• Excellent interpersonal skills and verbal and written communication skills