Student Services Advisor

From AFSWiki

Overview

The Student Services Advisor supports the AFS mission and organizational goal of providing international exchange experiences to students and natural families. The Advisor’s responsibility is to provide customer service throughout the lead management and admissions processes. The Advisor acts as a liaison between outbound participants, teachers, volunteers, field staff, internal AFS departments and Partners.

Support achievement of organizational Sending goals:

• Guide, support and inform students through the lead management and admissions processes:

1. Promote priority countries, scholarships, fundraising and incentives.
2. Guide students through selection of country and program in accordance with program specific criteria.
3. Provide in-depth explanations of the application and visa processes, placement restrictions, program expectations and medical review policies and procedures, as needed.
4. Maintain personal knowledge of sending countries and programs.

• Motivate and assist students to complete the preliminary and full applications:

1. Assist students in coordination of the interviews with volunteers.
2. Inform them of status changes such as program acceptance, host family placement, scholarship award notifications, etc.
3. Act as a liaison between the Sending Program Advisor and the participant for clarification on acceptance or placement.

• Direct applicants and parents to cover program tuition:

1. Provide information on the financial aid process including application deadlines, financial aid realities; determine best program choice as it relates to aid opportunities, etc. Notify candidates of award status.
2. Clarify financial issues, offer fundraising ideas, and encourage timely payments of program deposits.
3. Conduct follow-up regarding delinquent accounts as needed immediately prior to start of the program. Collect payments via credit card when possible.

• Work cooperatively with CBO staff to guide applicants through process and to assign them to appropriate programs.
• Receive and/or follow-up on inbound contact via telephone call, email, or live chat as scheduled for inbound shifts.
• Initiate outbound contact with potential participants.

Effective Regional team member participation

• Monitor and report monthly progress at Advisor meeting and Regional Team meeting.
• Engage in proactive and cooperative communication with regional team members.
• Use knowledge gained through daily interactions with prospective customers and data analysis to contribute to setting direction for the region and organization.
• Educate field staff and volunteers on program realities and application processes, as needed.

Volunteer support

• Aid and empower volunteers in their role of supporting the goals and mission of AFS.
• Maintain a basic understanding of AFS Online/Global Link to support volunteer questions and/or requests.
• Forward volunteer leads to appropriate staff.

Support achievement of organizational Hosting goals

• Convert natural families to host families.
• Provide support to potential AFS host families on inbound contact via telephone call, email, or live chat.
• Maintain personal knowledge of AFS hosting requirements.

Be an active team member of Student Services

• Use knowledge gained through daily interactions participants, natural families, host families and volunteers to contribute to process improvement for Student Services and AFS.
• Direct the daily activities of one or more Assistant and/or Seasonal staff members, as needed.
• Provide new staff training, as needed.

Short term project management: • The Student Services Advisor may also be assigned special tasks:

1. Create project outline including project definition, purpose, goals and projected outcome
2. Create project timeline including specific dates and goals associated with those dates
3. Recruit and coordinate staff for the project
4. Plan and organize meetings including scheduling and agendas
5. Present final project outcome to manager