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Counsellor

IDP Connect

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2-3 Years
4 months ago
62 Viewed
0 Applied

Job Description

1. To provide professional and quality counselling service that exceeds customer and client expectations

2. To achieve student invoice target by intake and assigned destination

3. Support execution of the destination wise activity calendars to deliver pipeline leads and conversion targets by intake.

4. Build strong client support through 100% compliance of application processes.

5. Be a productive and effective member of office team and support OM through exhibiting a collaborative operating style thereby building team spirit

6. Effectively implement global priority projects at country/office (Ex: OSCAR/OSCAR Applied etc.)

Key KPI s-

1. Achieve targets for Leads, Applications, and Finalizations by intake.

2. Australia/MD client satisfaction ratings at office level

3. Be certified as a counsellor for assigned destinations ( pass test every year)

4. 100% QC pass of Applications through Oscar Applied

5. 100% OSCAR adoption

Business Acumen

Knowledge on Destination Education System

Ensure delivery of high level of service to students and Destination client institutions

Pipeline and Invoice numbers vs budget

Student Services

Provide authentic, un-biased and updated information on Destination institutions and courses and IDP services

Ensure that students are aware of IDPs roles and responsibilities and limitations with respect to securing admissions and student visa approval

Advise students to enrol for IELTS through IDP and provide information on IELTS score requirements for relevant institution and course

Counsel student walk-ins in reasonable time frame; prioritize students with appointments

Track and respond to all email queries in 24 hours

Email and courier all relevant information, documents and brochures to students who did not reside in branch office city within 24 hours

Ensure that each lead and contact on OSCAR receives appropriate follow up

Attain institution offer letter for student effectively in the shortest period of time (office interview program, road-show, scan application, courier application)

Ensure that all institution applications are processed efficiently with the appropriate documentation and certification followed by prompt follow up processes

Ensure that students are informed about the institution application status and the offer / reject letter is forwarded promptly

Ensure that students attend visa seminars and assessment on time

Ensure that students and parents receive detailed counselling on the process and documentation needed to apply for Destination student visa as per the updated guidelines provided of Destination High Commission / Embassy.

Ensure that students prepare visa documents in a correct manner and timely as per their level of study and intake start date.

Ensure that relevant number of students are identified for fee payments in keeping with branch office invoice targets

Ensure that fee payments are made in accordance with institution fee payment policy and that students are aware of institutions refund policy

Ensure that invoices are triggered on OSCAR as soon as Confirmation of Acceptance for studies is received

Ensure that no invoices are withheld for the following months targets

Assist students on shore services such as accommodation and airport reception bookings

Ensure that students receive information on orientation program and all other support services provided by Destination client institutions

Maintain and actively use OSCAR to deliver prompt and professional service to students and clients

Maintain high degree of confidentiality of student information. Contact details especially must not be forwarded without prior consent

Pipeline and Invoice numbers vs budget

Increase in student loyalty and referrals

Excellent conversion rate at all stages of counselling process (as defined)

Accurate invoices in OSCAR

Minimal complaints from students, Destination client institutions and stakeholders

Business conducted professionally, ethically and with integrity

Destination Client services

Develop sound professional rapport with Destination client institution representatives

Ensure that the team has an appropriate list of students for clients to meet at in-house interview programs

Ensure appropriate conversions from applicants to invoices for institutions

Keep updated information on status for each student who has applied to the client institution

Successful conversions

Increased investment from client institutions for counsellor training programs

Positive Destination client institution feedback

Marketing

Document IDP student testimonials for in-house publications

Maintain process of informing students of in-house events (Interview programs, visa seminars, pre departure briefings and the like)

Innovate ways to improve reach and promote IDP services and IDP events

IDP and Destination education profiled appropriately to target audience

Consistent and positive IDP brand

Events

Conduct Visa seminars

Conduct Pre Departure seminars to ensure that students are prepared for the Destination student experience

Conduct seminars at local institutions and / or events organized by other private and governments associations that will serve as an appropriate platform to brand Destination education

Students adequately prepared

Consistent IDP and Destination brand image

Quality Assurance

Develop file on entry requirements, fee lists and contacts at Destination client institutions and ensure that the same is regularly updated

Knowledge management; ensure that newsletters, updates changes at institutions and are circulated to all staff and appropriately archived for future reference

Liaise with institutions for unprecedented delays in offer letters, CAS and ATAS Certificates

Liaise with banks and other financial institutions for any clarification on documents submitted for visa purpose

Student receive accurate information

Staff are up-to-date and knowledgeable

OSCAR used as effective business enhancement tool

Efficient follow up process in place at every stage

Reduced complaints from students and clients

Essential requirements:

Bachelor (or above) qualification

Strong knowledge of destination and local education systems

2-3 year counselling experience preferably in the education industry

Ability to multitask under pressure and meet deadlines

Visible orientation towards having high quality service as integral part of work ethics

Computer skills including, Word, Excel

Fluent in English - written and verbal

Strong problem resolution skills

Experience in working with CRM systems will be desirable

Good communication skills - written and verbal (English) skills

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