Enrollment Services Associate

Summary:

The Enrollment Services Associate operates in a fast-paced, goal-oriented environment that requires balancing student service excellence with individual performance expectations. Successful associates are energized by building relationships, managing a high volume of outreach activities, navigating student concerns and objections, and maintaining persistence throughout a student’s decision-making journey.

The Enrollment Services Associate guides prospective students through the enrollment process in a fast-paced, goal-oriented environment. The role conducts interviews, provides accurate program information, supports informed enrollment decisions, and maintains engagement through matriculation.

Essential Duties and Responsibilities:

• Ensure compliance with laws, regulations, recruiting standards, and Carrington College conduct and ethics expectations.
• Conduct high-volume outreach and interviews with prospective students, providing accurate information about programs, outcomes, student services, and financial considerations.
• Maintain timely follow-up with prospective, interviewed, and enrolled students through matriculation.
• Meet or exceed performance, activity, and enrollment goals while maintaining compliance and student-centered service standards.
• Use consultative communication to identify student goals, address concerns, overcome barriers, and support informed educational decisions.
• Document student contact and manage enrollment workflows in the Student Information System.
• Maintain knowledge of program offerings, enrollment requirements, and financial considerations; use resources and subject matter experts as needed.
• Partner with Student Finance and other departments to provide students with clear information and next steps.
• Assist students with application and enrollment timelines, including required information and documentation before class starts.
• Prepare for and participate in student review meetings; use tools and data to balance interview and follow-up priorities.
• Develop professional relationships that generate inquiries and referrals.
• Provide accurate and timely enrollment forecasts.
• Demonstrate adaptability, initiative, accountability, self-management, problem-solving, multitasking, and time management skills.
• Collaborate with colleagues, departments, and the campus community to support enrollment objectives.
• Completes other duties as assigned.

Supervisory Responsibilities: This position does not have direct supervisory responsibilities.

Competency: To perform the job successfully, an individual should demonstrate the following competencies:

• Resilience and Persistence – Remains focused, professional, and productive when facing challenges, setbacks, rejection, competing priorities, or changing student decisions.
• Coachability – Welcomes feedback, seeks improvement, and applies coaching to increase effectiveness and achieve performance goals.
• Accountability for Results – Owns individual performance outcomes, monitors progress toward goals and takes action to improve results.
• Relationship Building and Influence – Builds trust with prospective students, communicates clearly, and guides decision-making with a student-centered approach.
• Learning Agility – Quickly learns and applies program information, policies, systems, enrollment processes, and regulatory requirements.
• Problem-Solving and Judgment – Uses business knowledge, data, and sound judgment to identify opportunities, solve problems, and support enrollment goals.
• Conflict Resolution – Addresses concerns, complaints, and problems in a timely, effective, and professional manner.
• Technical Proficiency – Uses Microsoft Office Suite, customer relationship management tools, and student information systems effectively. Intermediate Excel preferred.

Realities of the Role:

This position is best suited for individuals who enjoy building relationships, managing a high volume of student interactions, working toward performance goals, receiving ongoing coaching, and balancing multiple priorities in a fast-paced environment.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty listed above satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

• Bachelor’s degree preferred; Associate degree required.
• Minimum of 3 years of high-volume, fast-paced customer service experience.
• Experience in admissions, enrollment services, recruiting, inside sales, consultative sales, customer retention, student services, call-center operations, or other relationship-based customer-facing environments preferred.
• Demonstrated history of meeting performance goals, managing competing priorities, and succeeding in fast-paced environments preferred.
• Professional stability, persistence, initiative, and customer engagement skills may be considered with formal education and experience.
• Strong organizational, problem-solving, multitasking, time management, interpersonal, written, and oral communication skills.
• Proficiency with Microsoft Office Suite, including Outlook, Word, Visio, Excel, and PowerPoint.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle, or feel; reach with hands and arms; talk and hear. The employee is frequently required to walk. The employee is occasionally required to stand; climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.

Work Environment: 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is occasionally exposed to wet and/or humid conditions and outside weather conditions. The noise level in the work environment is usually moderate.