Administrative Assistant

Company Profile Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they ‘make it happen’ for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource’s inchwide, mile-deep practitioners work collaboratively, leveraging UnBPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients. Position Title: Member Admissions and Pathways – Administrative Assistant Location: Remote Role Purpose The Member Admissions and Pathways Administrative Assistant provides high-quality administrative, operational, and data support across admissions, pathways, and education-related processes. The role is critical in ensuring accurate assessment workflows, timely processing of applications, and highquality communications with students, mentors, and internal stakeholders. This position supports complex, high-volume operational workstreams, including application triage, record management across multiple systems, and structured communications using approved templates, while contributing to data integrity and continuous improvement initiatives.

Key Responsibilities

Application and Queue Management  Triage and manage the MPE queue, ensuring queries are responded to, progressed, or escalated in line with agreed service standards.  Process Recognition of Prior Experience (RPE) applications, ensuring completeness, accuracy, and correct system recording.  Support ATE application processing in accordance with approved procedures and assessment requirements. Mentor and Supervisor Approvals  Process and record external mentor approvals, ensuring eligibility criteria and documentation requirements are met.  Review and process non-CA mentor approvals, escalating complex or non-standard cases as required. Systems and Data Administration  Create, edit, and maintain accurate Salesforce records, including applications, contacts, activities, and outcomes.  Complete manual enrolment processing in SITS Tribal, ensuring correct course, subject, and pathway alignment, as well as pre-requisite completion.  Update student records to apply approved exemptions.  Undertake ad hoc data clean-up projects to improve data quality, consistency, and reporting accuracy.  Support large-scale assessment-related data projects, including extraction, validation, and reconciliation of data sets. Communications and Stakeholder Support  Use approved email templates within Salesforce to send enrolment confirmations, and standard communications.  Issue official correspondence using approved letter templates, including congratulatory letters to students.  Track newly admitted students and issue welcome communications using standardised templates.  Respond to routine enquiries with accurate, timely information, escalating complex matters where appropriate. Quality, Compliance, and Continuous Improvement  Ensure all processing complies with documented policies, procedures, and service level expectations.  Maintain high standards of accuracy, confidentiality, and record integrity across all systems.  Contribute to process improvement initiatives by identifying inefficiencies, data issues, or opportunities for automation.  Support ad hoc operational or improvement projects as required by the team. Key Success Indicators  Accurate and timely processing of applications, approvals, and enrolments.  Consistent adherence to queue management and service level expectations.  High-quality, professional written communications using approved templates.  Reliable maintenance of student and application records across Salesforce and SITS Tribal.  Positive internal stakeholder feedback regarding responsiveness and data quality. Capabilities and Attributes Essential  Demonstrated experience in an administrative, operations, or student services role.  Strong attention to detail and ability to manage high-volume, process-driven work.  Confidence working across multiple systems and data sources.  Clear, professional written communication skills.  Ability to follow defined procedures while exercising sound judgement on when to escalate.  Strong organisational skills and ability to prioritise competing tasks.  High level of discretion and respect for confidentiality. Desirable  Experience using Salesforce or similar CRM systems.  Experience with student management systems such as SITS Tribal.  Exposure to admissions, pathways, professional education, or accreditation environments.  Experience supporting data quality, reporting, or large-scale data review activities. Working Style  Operates effectively in a structured, process-driven environment.  Comfortable with repetitive, detail-oriented tasks alongside ad hoc project work.  Collaborative team member who communicates clearly and reliably.  Proactive in identifying data or process issues and suggesting improvements. ⚠️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses