Enrollment Counselor

Enrollment Counselor/Senior Enrollment Counselor

The Enrollment Counselor/Senior Enrollment Counselor serves as a primary point of contact for prospective students, guiding them through the admissions and enrollment process from inquiry to matriculation. This role manages an assigned recruitment pipeline, provides individualized counseling on academic programs and admissions requirements, conducts proactive outreach, and supports prospective students in navigating the enrollment process. The position plays a key role in achieving enrollment goals through consultative advising, relationship building, timely follow-up, and accurate maintenance of student records and activity in institutional systems.

This position is structured at two levels to reflect increasing experience, expertise, and scope of responsibility. The Enrollment Counselor level is focused on direct recruitment, outreach, and pipeline management. The Senior Enrollment Counselor level includes all core responsibilities of the Enrollment Counselor while also serving as a subject matter expert for admissions processes, supporting complex student situations, mentoring team members, and contributing to process improvement and strategic enrollment efforts. Both levels may require evening and weekend hours in support of recruitment and enrollment events.

This position requires the employee to work at the designated campus location.

Essential Functions

Admissions Counseling & Pipeline Management

• Manage an assigned recruitment pipeline, providing individualized counseling on academic programs, admissions requirements, and financial aid pathways.
• Conduct consultative appointments and interviews (virtual, phone, and in-person) to assess student needs and provide clear, student-centered next steps.
• Partner with the Admissions Coordinator to promptly transition qualified triaged leads into active enrollment counseling status.

Proactive Outreach & Engagement

• Execute high-volume outbound calling, emailing, and SMS campaigns to move prospective students through the enrollment funnel.
• Maintain "speed to lead" standards by attempting contact with new inquiries within established timelines to maximize conversion.
• Build sustained relationships with prospective adult and non-traditional learners to identify and resolve barriers to enrollment.

Recruitment & Yield Activities

• Coordinate and present information at info sessions, webinars, and other recruitment programs to drive interest and applications.
• Participate in yield activities and collaborate with the Admissions Coordinator on post-event follow-up strategies for prospective students.
• Manage territory and recruitment goals through consistent engagement and timely application file completion.

Systems & Data Stewardship

• Maintain 100% accurate documentation of all activities, appointments, and student status updates within Salesforce and CampusVue.
• Collaborate with internal partners (Financial Aid, Registrar, Advising) to ensure successful handoffs and a seamless student experience.
• Monitor performance metrics daily to adjust outreach intensity and prioritize leads based on institutional enrollment targets.

Subject Matter Expert (Senior Enrollment Counselor)

• Serves as a Subject Matter Expert (SME) on complex admissions requirements, specialized academic programs, and nuanced enrollment pathways.
• Provides intentional mentorship, peer coaching, and onboarding support to newer Enrollment Counselors to ensure team-wide consistency and excellence.
• Assists Admissions Managers in the development and implementation of training materials and best-practice guides for the Admissions team.
• Manages high-priority or escalated prospective student files, navigating complex barriers to enrollment with high-level problem-solving and professional judgment.
• Collaborates cross-departmentally with Financial Aid, the Registrar, and Academic Advising to resolve systemic processing hurdles and improve the student experience.
• Tests new communication templates (email, SMS, and phone scripts) to increase the effectiveness of "speed to lead" and engagement campaigns.

Measurable Outcomes

• Achieve a minimum 10% conversion rate from qualified lead to submitted application within an assigned territory.
• Meet or exceed an 80% yield rate for accepted students matriculating into the upcoming term.
• Execute 60+ daily outreach activities (calls/emails/SMS) reflecting at least two hours of active talk time.
• Attempt initial contact with all newly assigned qualified inquiries within one business hour.
• Conduct a minimum of six (6) substantive admissions appointments or interviews per week.
• Ensure 100% of student interactions and status changes are logged accurately in the CRM by the end of each business day.

Decision Making:

This position makes independent decisions regarding the status of prospective students and the prioritization of territory leads within established recruitment parameters. The role utilizes collaborative decision-making when partnering with the Admissions Coordinator and Financial Aid to resolve student enrollment barriers. High-level exceptions and specific admissions decisions are identified for escalation to leadership with supporting rationale.

Minimum Qualifications

• Bachelor's degree from an accredited institution. A combination of education and/or related technical or professional experience may be substituted for the bachelor's degree on a year for year basis.
• Two (2) years of relevant experience in admissions, recruitment, consultative sales, or a service-oriented field.
• Proven ability to work in a goal-oriented environment and meet established performance metrics.

Senior Enrollment Counselor

• Bachelor's degree from an accredited institution. A combination of education and/or related technical or professional experience may be substituted for the bachelor's degree on a year for year basis.
• Three (3) years of progressive experience in admissions, enrollment management, or high-level consultative recruitment.
• Demonstrated track record of consistently exceeding enrollment targets and managing complex applicant scenarios.
• Experience in a lead or mentor capacity, with the ability to guide peers and improve team performance.

Preferred Qualifications

• One (1) year of direct experience in college admissions or recruitment, specifically with adult or non-traditional learners.
• Advanced proficiency in utilizing CRM software (Salesforce) and student information systems (Campus Vue) to manage a pipeline.
• Proven track record of meeting or exceeding individual recruitment or sales goals.
• Knowledge of federal financial aid processes and higher education enrollment cycles.
• Experience conducting public presentations or facilitating group information sessions.

Knowledge, Skills, and Abilities

• Knowledge of admissions processes, higher education systems, and student lifecycle management.
• Skill in consultative advising, relationship building, and influencing decision-making.
• Ability to manage a high-volume pipeline while maintaining attention to detail and accuracy.
• Strong verbal and written communication skills across multiple channels (phone, email, SMS, virtual).
• Ability to analyze data, track performance metrics, and adjust strategies accordingly.
• Proficiency in CRM systems such as Salesforce and student information systems like CampusVue.
• Ability to work independently and collaboratively in a goal-driven environment.
• Strong time management, prioritization, and organizational skills.
• Cultural competency and ability to engage effectively with diverse student populations.
• Adaptability and resilience in a dynamic, fast-paced environment.

Travel

• Occasional travel (up to 10% of time) for recruitment events, community outreach, and institutional representation as needed.
• Position may require evening and weekend hours to support recruitment events, information sessions, and prospective student engagement activities.

Contact Responsibilities:

Routine exchange or presentation of information.

Financial Responsibility:

This position does not require management of budgets, but it is required to follow Pacific Oaks policies for purchasing and budget approvals.

Pacific Oaks offers a generous compensation and benefits package, as well as the opportunity to work for a leader in the field of education. Some of our key benefits include: generous paid time-off, medical and dental coverage, company-paid life and disability insurance, retirement plan with employer contribution, multiple flexible spending accounts (FSA), tuition reimbursement, professional development, and regular employee appreciation events. Pacific Oaks is an Equal Opportunity Employer.