Admissions & Enrollment Specialist — Family-First Support

AnchorEd; Manila; Hybrid; PHP 290,000 - 424,000; Full time

Benefits offered by this job

Government benefits

Leave benefits

Educational support

Laptop provided

HMO coverage

Tuition scholarships

Wedding leave

Job summary

AnchorEd in Manila is seeking an Admissions Officer to guide families from inquiry through enrollment, ensuring accurate information, timely assistance, and smooth case processing across hub, phone, email, chat, and in-person touchpoints.

You will coordinate orientations and consultations, support enrollment workflows, monitor documentation, billing steps, and ticketing, and uphold data integrity and SLA commitments to deliver a parent-first experience.

Responsibilities

• Assist with inquiries regarding homeschooling, programs, services, requirements, fees, and next steps—providing clear and accurate guidance.
• Act as frontline support across all touchpoints (hub, hotline, email, chat, face-to-face), adhering to SLAs and SOPs for response time, documentation, and resolution.
• Provide personalized support by clarifying needs, recommending next steps, and scheduling/or endorsing orientation or consultation pathways as appropriate.
• Ensure every family receives a consistent, parent-friendly experience—timely updates, correct information, and a clear understanding of what to do next.
• Facilitate orientations and consultations (virtual or face-to-face) to help parents understand homeschooling expectations, program options, processes, and requirements.
• Support the end-to-end orientation experience by ensuring readiness of materials, proper coordination, and clear follow-through steps for families.
• Equip parents to select a program and confidently proceed with application/enrollment by providing accurate details and guidance.
• Serve as a main point of contact for families during enrollment and re-enrollment—ensuring timely guidance, accurate evaluation, and clear follow-through.
• Review and process applications based on standard admissions policies, SOPs, and SLAs; validate completeness and correctness of submitted forms and documents.
• Evaluate qualifications and documentation requirements; identify gaps early and guide families on how to complete requirements correctly.
• Follow defined checkpoints and internal standards to minimize rework and prevent delays.
• Coordinate with relevant teams on admission-related concerns while meeting SLA requirements for updates and resolution.
• Support enrollment operations by tracking submissions, following up on missing requirements, and ensuring accurate information is reflected in internal systems.
• Assist with payment tracking and coordination by confirming payment status, ensuring updates and acknowledgements within SLAs, and routing billing concerns as needed.
• Help reduce billing-related friction by ensuring families receive clear instructions on billing steps and timelines.
• Escalate billing discrepancies or exceptional cases promptly and with complete documentation to enable fast resolution.
• Handle assigned tickets by acknowledging requests, providing updates, and resolving concerns within SLA timelines.
• Ensure accurate communication and documentation for cases involving loyalty, scholarships, discounts, and other account-related concerns.
• Acknowledge complaints, provide initial resolution where possible, and follow the defined escalation process.
• Maintain a calm, respectful, and solution-oriented tone, especially in sensitive or escalated situations.
• Track and manage leads and cases using the approved CRM and trackers, ensuring complete, accurate, and up-to-date records.
• Document key details: family needs, program interest, stage in the journey, commitments made, next steps, and follow-up dates.
• Maintain data integrity and confidentiality; comply with documentation standards and audit requirements.
• Meet or exceed SLAs for inquiries, hotline interactions, and ticket response/resolution times; follow SOPs and approved templates.
• Flag recurring pain points and bottlenecks; share insights for improvements.
• Participate in team huddles and process updates to improve accuracy and turnaround times.

Job description

AnchorEd in Manila is seeking an Admissions Officer to guide families from inquiry through enrollment, ensuring accurate information, timely assistance, and smooth case processing across hub, phone, email, chat, and in-person touchpoints.

You will coordinate orientations and consultations, support enrollment workflows, monitor documentation, billing steps, and ticketing, and uphold data integrity and SLA commitments to deliver a parent-first experience.