Lesson 5.1: Working with Agents
Duration: 15 minutes | System-Managed Relationships
💡 Key Takeaway: Education agents submit applications through their own portal. Your role is the same whether the application comes from an agent or directly from a student – process it according to the system.
🤝 What Are Education Agents?
Education agents are overseas representatives who help students apply to Australian institutions. They’re based in countries like China, India, Vietnam, Nepal, and Philippines. They provide counseling, help with applications, and support students through the process.
Important: Agents are managed by our Partnerships Team. You don’t need to recruit, train, or monitor agents – you just process their applications like any other application.
Agent Portal Overview
🌐 How the Agent Portal Works
Agent’s View (What They Can Do):
Your View (What You See):
✓ The Difference: Nothing in your workflow changes. Agent applications are processed exactly the same way as direct student applications. The system handles agent notifications automatically.
How Agents Submit Applications
Agent Counsels Student
Agent meets with student (in their country), reviews their background, recommends suitable courses
Agent Collects Documents
Passport, transcripts, English test results, financial evidence – same documents you’d require from direct student
Agent Logs Into Portal
Uses their unique agent credentials to access their dashboard
Agent Completes Application Form
Fills out student details, course selection, uploads all documents
Same Fields: Personal info, education history, English proficiency, course preferences – identical to direct student applications
Agent Submits Application
Clicks “Submit” – application appears in your queue immediately
You Process As Normal
Application validation → Document check → Offer generation → All standard steps
🎯 Your Role: Same as any application. System shows it’s agent-submitted, but you follow the exact same workflow.
Communication Protocols
📞 Who Do You Contact?
| Situation | Who to Contact | Method |
|---|---|---|
| Missing documents in application | Contact the AGENT (they’ll get it from student) | Use “Agent – Document Request” template |
| Clarification on student details | Contact the AGENT | Email via portal messaging system |
| Offer letter ready | System notifies AGENT automatically | Auto-email with download link |
| Student enrolled, CoE ready | System notifies AGENT automatically | Auto-email with CoE attachment |
| After enrollment: attendance issues | Contact the STUDENT directly | Use student attendance templates (agent not involved) |
| Agent commission questions | ESCALATE to Partnerships Team | You don’t handle agent payments/contracts |
📌 Key Rule: Before enrollment = communicate with agent. After enrollment = communicate with student. The agent’s role is to help get students enrolled; once enrolled, you work directly with the student.
Agent Performance (Not Your Concern)
✅ What You DON’T Need to Worry About
The Partnerships Team manages all agent relationships. These are NOT your responsibilities:
🎯 Your Focus: Process applications correctly, communicate professionally when you need documents or clarification, let the system handle notifications. That’s it!
Practical Exercise: Agent Application Review
🎯 Scenario: Agent Application with Missing Document
Application Details:
Student: Li Chen
Agent: Global Education Partners (India)
Course: Certificate IV in Business
Status: Submitted – awaiting your review
Issue: Passport uploaded ✓ | Transcripts uploaded ✓ | English test result MISSING ✗
🎯 Your Task:
What should you do? Walk through your actions step by step.
📖 Click to See Complete Walkthrough
Step 1: Review Application
Open Li Chen’s application. System validation shows RED alert: “English Test Result Required”. Application cannot proceed without it.
Step 2: Contact the AGENT (Not Student)
Use template: “Agent – Document Request”. System auto-fills agent’s email: [email protected]. Message: “Hi, Li Chen’s application is missing English test result (IELTS/TOEFL/PTE). Please upload to complete application review.”
Step 3: Update Application Status
Change status to “ON HOLD – Awaiting Documents”. System automatically logs: “Document request sent to agent” with timestamp.
Step 4: Set Reminder
System auto-sets 7-day reminder. If agent doesn’t respond/upload, you’ll receive follow-up alert.
Step 5: Wait for Agent Response
Agent uploads English test result → System notifies you → Application automatically moves back to “IN REVIEW” queue → You continue processing as normal.
✓ Correct Approach!
You contacted agent (not student), used template, system tracked everything, reminder set. Total time: 2 minutes. When document arrives, you’ll pick up where you left off.
❌ Common Mistake to Avoid:
Don’t contact Li Chen directly about missing documents. The agent is responsible for collecting and submitting documents. If you contact the student, they’ll be confused (“I gave everything to my agent!”) and it creates communication issues.
🎓 Key Takeaways
- Agents use their own portal to submit applications – same form as direct students
- Your workflow doesn’t change whether application is agent-submitted or direct
- Before enrollment: communicate with agent for documents/clarifications
- After enrollment: communicate directly with student (not agent)
- System automatically notifies agents when status changes (offer sent, CoE ready, etc.)
- Agent management (recruitment, performance, payments) is handled by Partnerships Team
- Use agent-specific templates for professional communication
✓ Lesson Complete! Next: Agent Queries & Support