Admissions Counselor

Admissions Counselor

• Full-Time
• Hybrid
• Home Office
  7 Columbia Circle West Dr
  Albany, NY 12203, USA
  
  

• Build trusting, meaningful relationships with prospective students while maintaining accountability for enrollment progression.
• Use active listening, thoughtful questioning, and needs analysis to understand students' goals, motivations, circumstances, and barriers.
• Recommend appropriate programs, pathways, and resources based on each student's individual needs and goals.
• Clearly communicate the features, benefits, value, requirements, and costs of Excelsior University programs.
• Address questions, concerns, objections, and barriers with confidence, empathy, and accurate information.
• Help students establish clear next steps, timelines, and commitments toward enrollment.

• Take ownership of an assigned prospective student pipeline from initial inquiry through application, admission, and enrollment.
• Conduct consistent and purposeful outreach and follow-up based on student engagement, readiness, enrollment stage, and established contact strategies.
• Prioritize outreach based on student intent, upcoming start dates, outstanding requirements, and opportunities for progression.
• Identify stalled or disengaged students and implement appropriate strategies to re-engage them.
• Achieve established individual and team activity, productivity, and enrollment goals.
• Use CRM and performance data to monitor pipeline activity, prioritize work, identify opportunities, and manage follow-up effectively.
  
  

• Guide prospective students through the admissions process and ensure they understand requirements, deadlines, documentation, and next steps.
• Engage students through phone, email, chat, text, and other approved communication channels.
• Provide timely, professional, and personalized communication throughout the admissions process.
• Proactively identify barriers and collaborate with appropriate university departments to resolve issues and facilitate a seamless student experience.
• Maintain accurate and timely documentation of student interactions, commitments, follow-up activities, and next steps.
  
  

• Consistently meet established expectations for daily activity, schedule adherence, ready time, follow-up time, chat availability, call and email flow, service and support, pipeline management, and enrollment performance.
• Demonstrate proficiency with established call flow and communication standards while maintaining an authentic, conversational approach.
• Participate in coaching, call reviews, training, and professional development and apply feedback to improve performance.
• Maintain productivity and responsiveness in a high-volume admissions environment.

• Maintain comprehensive and current knowledge of Excelsior University programs, admission requirements, tuition and fees, policies, procedures, academic pathways, transfer credit processes, and student resources.
• Understand the needs and common barriers of adult learners and effectively communicate how Excelsior programs align with their educational and career goals.
• Assist prospective students through the admissions process in accordance with University policies and procedures and all applicable federal and state regulations, accreditation standards, and institutional requirements.
• Provide accurate, complete, and ethical information and maintain student confidentiality.
  
  

• Effectively use the University's CRM, Student Information System (SIS), telephony platform, email, chat, and other systems required to manage the prospective student experience.
• Accurately document student activity and maintain data integrity within University systems.
• Continuously develop knowledge of University programs, policies, processes, systems, competitive offerings, and adult learner needs.

• Bachelor's degree from a regionally accredited college or university OR two years of relevant customer service, admissions, recruiting, or consultative sales experience.
• Experience working in a goal-oriented, performance-measured environment preferred.
• Strong interpersonal, verbal, and written communication skills with demonstrated ability to build rapport and trust.
• Strong questioning, active listening, needs analysis, problem-solving, and objection-handling skills.
• Demonstrated ability to think critically, evaluate individual student circumstances, identify barriers to enrollment, and develop effective pathways and solutions that support student success.
• Demonstrated ability to build student commitment, maintain momentum, and effectively guide prospective students through the enrollment decision-making process.
• Ability to balance student advocacy with accountability for enrollment outcomes and progression goals.
• Demonstrated emotional intelligence, professionalism, and adaptability when working with students from diverse backgrounds, experiences, and life circumstances.
• Ability to manage a high-volume pipeline, prioritize competing demands, and meet established productivity and enrollment goals.
• Strong organizational skills, attention to detail, and ability to work effectively in a team environment.
• Experience with CRM, SIS, telephony, or other customer relationship management systems preferred.
• Bilingual English/Spanish skills preferred.
• Experience working with adult learners and/or online higher education preferred.