• Completes outreach via phone, email, and text message as outlined by program-specific engagement strategies. • Responds to student inquiries via phone, email, and text message. • Collaborates with Enrollment Advisor to successfully onboard new students as required by program. • Documents all student communication and maintains relevant data points in CRM and other systems. • Documents relevant communication with cross-functional team members and performs any required action items. • Understands the fluctuations of their student population and works with Associate Director to achieve retention and placement goals. • Confirms final student and enrollment numbers at close of term for Enrollment Verification. • Conducts outreach around key progress markers for students, including registration, participation, clearance completion, grades, and at-risk indicators. • Communicates with university partner faculty or advisor contacts via email as appropriate within designated timeframe. • Provides timely escalations to Associate Director for communication to university partner or internal stakeholders.

• Support prospective students by guiding them through each stage of the application and enrolment process • Engage with leads through phone, email, and video within a structured contact strategy • Use CRM systems to manage, track, and optimise the enrolment pipeline • Deliver a high-quality customer experience with timely, professional, and supportive communication • Collaborate with internal teams to ensure smooth handovers for newly enrolled learners • Clearly communicate the value, structure, and outcomes of available programme options • Contribute to meeting enrolment targets through consistent activity and effective consultative selling • Maintain accurate records and uphold data integrity across CRM platforms • Participate in training and upskilling sessions to enhance product knowledge and sales effectiveness • Encourage student referrals to support overall enrolment growth

• Contribute to CCU’s mission by guiding and encouraging students to fulfill their God-given calling and educational goals by providing quality, Christ-centered advising. • Answer student questions via phone, email, and in-person advising appointments; documents details in student’s record. • Initiate outbound calls to students to assess early intervention needs, build advisor/advisee relationships and ascertain obstacles to course completion or registration. • Analyze, organize, and update reports, spreadsheets, and templates. • Interpret and analyze student data in order to proactively contact students and achieve monthly retention goals. • Partner strategically with other departments to facilitate and process time-sensitive student requests. • Prepare and plan for future blocks/semesters; collaborate with colleagues on special projects; attend team meetings and training webinars/conference calls. • Perform other duties as assigned.

• Provide exceptional customer service by actively listening, empathizing, and responding to customers’ needs. • Build rapport by communicating with warmth, clarity, and confidence. • Manage all assigned cases while meeting quality, efficiency, & accuracy expectations. • Handle a high volume of inbound & outbound phone calls. • Document all interactions thoroughly and accurately across multiple systems. • Advocate for customers by understanding their challenges.