Position Overview
Enrolment Services in Student and Enrolment Services is currently seeking a Full-time Regular Enrolment Services Advisor.
Reporting to the Manager, ES Operations, the Enrolment Services Advisor alongside a team of student advising professionals, is responsible for upholding university and departmental regulation, policy, compliance as well as academic and referral services to support student engagement and student success while demonstrating critical thinking. The primary purpose of this highly visible advising position is to provide exceptional advising to students with accuracy regarding university policy and student records. As a result, this role requires collaboration with staff and stakeholders campus-wide in order to ensure accurate and supportive student advising and cross-campus referrals. The demands and work volume associated with this position can be significant, particularly during peak periods occurring throughout the year (August, September, January). The ideal candidate will embrace change and thrive in a dynamic team environment.
Hours of work for this position are 35 hours per week, Monday-Friday. Peak operational periods, including August, September and January may require overtime and have limited opportunity for vacation. Occasional weekend overtime might also be required to support campus-wide events.
Position Description
Summary of Key Responsibilities (job functions include but are not limited to):
- Provides accurate, supportive and positive student advising. Approximately 90% of the role is dedicated to client facing (in-person or phone) advising/administrative interactions.
- Utilizes and refers to the university calendar to advise students on policies and regulations related to the following: admission and enrolment requirements, fee schedule and payments, financial Aid student loans and awards.
- Provides quality service and advice, contributes to the creation of a supportive team and identifies ways to improve services to students, colleagues and the university community.
- Provides troubleshooting support for student course registration and appropriate advising/referrals when required.
- Follows established procedures and protocols for supporting student appeals, escalating registration issues, and processes related to course registration.
- Advises students about all aspects of their student financial account including charges/fee assessments, payments, credits, debits, refunds, etc. Synthesizes and explains all components of a student’s financial account, providing referrals when appropriate.
- Troubleshoots and advises on processes related to government student loans including loan confirmations, remittance, amendments and loan compliance.
- Where required, collaborates with internal specialists or external government agencies to inquire about funding eligibility, loan tracking and changes to circumstances impacting student accounts.
- Posts charges related to administrative fees, student payments (debit, cheque, credit card) accurately and in accordance with institutional and department regulations.
- Continuously balances and upholds all financial audit compliance guidelinse daily, completing financial transactions and cash without error when reconciling.
- Supports daily balancing and reconiliation for the office.
- Generates and distributes copies of the studen record (academic transcript) on demand.
- Ensures that all documentation related to a student’s registration is accurately processed as required and appropriate documents are electronically filed and documented.
Qualifications / Requirements:
- A post-secondary credential (certificate, diploma, degree) in a related field is required. Preference will be given to candidates who poses a bachelor’s degree or higher level qualification
- A minimum 3 years directly related experience in an advisory role. Must demonstrate examples of utilizing judgment within capacity of the role.
- A minimum 1 year experience working in a post-secondary registrars’ office.
- Demonstrated experience working in an environment with peak periods and a high volume of inquiries.
- Comprehensive knowledge and understanding working with Peoplesoft (student administration); Banner or similar student administration systems is required.
- Experience utilizing and upholding calendar regulation & policy as it relates to student/client inquiries.
- Experience utilizing call centre and CRM technology is required.
- Experience investigating and troubleshooting financial accounts and with payment cashiering is required.
- Highly developed communication skills (both written and verbal), strong listening skills and the ability to probe for additional details is required. Experience explaining/resolving complex client inquiries would be an asset.
- Demonstrated proficiency using Microsoft Office applications (word, excel, powerpoint), Microsoft Outlook, internet browsers and web-based portals. Ability to readily learn & adapt to new technologies is required.
- Demonstrated personal coping strategies, including the ability to manage stress levels that are moderate to high based on volume & demand.
Application Deadline: July 21, 2022
We would like to thank all applicants in advance for submitting their resumes. Please note, only those candidates chosen to continue on through the selection process will be contacted.
Additional Information
This position is part of the AUPE bargaining unit, and falls under the Specialist/Advisor Job Family, Phase 1.
To find out more about management and staff opportunities at the University of Calgary and all we have to offer, view our Management and Staff Careers website.
The University strongly recommends all faculty and staff are fully vaccinated against COVID-19.
About the University of Calgary
The University of Calgary is Canada’s leading next-generation university – a living, growing and youthful institution that embraces change and opportunity with a can-do attitude. Located in the nation’s most enterprising city, the university is making tremendous progress on its Eyes High journey to be recognized as one of Canada’s top five research universities, grounded in innovative learning and teaching and fully integrated with the community it both serves and leads. The University of Calgary inspires and supports discovery, creativity and innovation across all disciplines. For more information, visit ucalgary.ca.
The University of Calgary has launched an institution-wide Indigenous Strategy in line with the foundational goals of Eyes High, committing to creating a rich, vibrant, and culturally competent campus that welcomes and supports Indigenous Peoples, encourages Indigenous community partnerships, is inclusive of Indigenous perspectives in all that we do.
As an equitable and inclusive employer, the University of Calgary recognizes that a diverse staff/faculty benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers that have been historically encountered by some people in our society. We strive to recruit individuals who will further enhance our diversity and will support their academic and professional success while they are here. In particular, we encourage members of the designated groups (women, Indigenous peoples, persons with disabilities, members of visible/racialized minorities, and diverse sexual orientation and gender identities) to apply. To ensure a fair and equitable assessment, we offer accommodation at any stage during the recruitment process to applicants with disabilities. Questions regarding [diversity] EDI at UCalgary can be sent to the Office of Equity, Diversity and Inclusion (equity@ucalgary.ca) and requests for accommodations can be sent to Human Resources (hrhire@ucalgary.ca).
We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.