Enrollment Service Advisor, Southeast Asia

Job description

**Enrollment Service Advisor, Southe****ast****Asia** **About Us** Shorelight is reinventing the international education experience for both students and universities. In partnership with leading U.S. institutions, we build innovative degree programs—whether on campus or cloud-based, in the United States or students’ home countries—that help students thrive and create a new generation of successful, globally minded alumni. **Job Overview** The Enrollment Services Advisor (ESA) leads and manages pre-arrival conversion activities for the Southeast Asia region. Based in Vietnam, this role is responsible for driving regional visa success, ensuring strong conversion from deposit to enrollment, and supporting the timely arrival of new students to campus. The ESA collaborates closely with recruitment, admissions, marketing/D2C teams, and partner campus teams to deliver a seamless, student-centered experience that supports successful enrollment outcomes. Success in this role is measured by conversion rates, tuition pre-payments, visa issuance rates, and on-time campus arrivals. This is a high-impact sales and service role that involves daily engagement with applicants, parents, and agents via phone, email, and online platforms. The position reports directly to the Enrollment Services Manager, APAC. **Key Responsibilities** **I-20 and Visa Preparation** - Partner with admissions, recruitment teams, and agents to ensure timely completion of documentation for I-20 issuance. - Deliver structured visa preparation support including mock interviews, agency training sessions, and best-practice guidance. - Monitor visa appointment availability, embassy processing timelines, and interview feedback trends. - Analyze visa outcomes to continuously refine preparation strategies and improve success rates. - Handle complex or escalated visa cases. - Support ESAs with documentation checks and readiness reviews. - Identify patterns in visa rejections and share mitigation strategies. **Pre-Departure Process and Activity Management** - Lead and manage pre-departure concierge services for students and families. - Coordinate and facilitate pre-departure events (virtual and in-person). - Drive tuition and fee pre-payment completion prior to departure. - Ensure submission of required campus documentation (e.g., transport, arrival forms). - Partner with recruitment teams and agents to secure timely student arrival for orientation. - Serve as primary point of contact for assigned subregional agents and students during pre-arrival **Data Analysis and Reporting** - Track student progression from deposit through arrival using CRM systems. - Provide weekly reports, forecasts, and conversion analysis to regional leadership. - Deliver customized VIP reporting and student progress updates to key partners. - Maintain accurate and up-to-date student databases to ensure visibility of pipeline health. **Stakeholder/Student Family Engagement and Management** - Manage regional online enquiry platforms and communications. - Build strong relationships with students, parents, agents, admissions teams, and campus partners. - Act as liaison with campus student services teams post-arrival to support continued student success. - Provide clarity and updates on student conversion status to all stakeholders. **Fee Collection and Financial Conversion Management** **Fee Collection Accountability** - Direct accountability for timely tuition and fee collection to support successful enrollment and arrival outcomes. **Structured Follow-Up** - Implement and manage a formalized follow-up process with students, parents, and agents to track and close outstanding balances efficiently. **Risk Management** - Monitor and proactively manage at-risk accounts to prevent enrollment melt due to non-payment. **Financial Bottleneck Analysis** - Identify payment-related conversion barriers and provide structured insights and recommendations to regional leadership to improve financial clearance and conversion rates. **Minimum Qualifications** - Proficiency in writing and speaking English - Working knowledge of Microsoft Office (Word, Excel, Power Point) - Excellent verbal, written, and interpersonal communication skills - Excellent ability to motivate self and work effectively in a team environment - Proven ability to work independently and manage multiple tasks efficiently and effectively by meeting quality standards - Effective time management skills, sense of urgency, and ability to plan and prioritize daily activities - Strong consultative skills and demonstrated ability to adapt to change in a fast-paced environment - Ability to receive constructive feedback and demonstrate accountability - Strong critical-thinking and problem-solving skills, complemented by good judgment **Preferred Qualifications** - Prior education sales/enrollment experience - Working knowledge of CRM software (e.g., Salesforce) - Experience living, working, or studying overseas **Application Process** To apply for this position, please visit the Shorelight Careers page to apply with a resume and cover letter. Shorelight Education is an Equal Opportunity Employer.