Job Description

Description

The

Enrolment Services Team

in the

Office of the Registrar

is currently seeking a Full-time Regular

Enrolment Services Advisor

.


Supporting over 85,000 inquiries annually, Enrolment Services provides student facing advising services for the Office of the Registrar. As a central hub of student inquiry, advisors contribute to a positive student experience through their advising on all aspects of the student record, including: admission, registration, fees, student loans, awards, exams, transcripts and convocation. Along with a team of student advising professionals, this position 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. 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.


As a member of the Enrolment Services team, this position reports to the Manager, Enrolment Services Operations. 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.

Summary of Key Responsibilities

(job functions include but are not limited to):


As the primary purpose of this position is to provide accurate, supportive and positive student advising, approximately 85% of the Enrolment Services Advisor 1 role will be dedicated to client facing (in-person or phone) advising/administrative interactions.

ADVISING

Admission, Registration, Financial Aid, Fees, Awards, Official Student Record

Utilize and refer to the university calendar to advise students on policies and regulations related to the following: course registration, student fees and financials, student financial support, the student record, and convocation. Provide quality service and advice, contribute to the creation of a supportive team, and identify ways to improve services to students, colleagues and the university community. Support other duties/advising initiatives as assigned. Advisors provide comprehensive support across the following portfolios, ensuring students receive accurate, timely, and empathetic guidance.

Student Financial Support

Advise on government and institutional financial aid programs, including loan applications, confirmations, remittance, amendments, and compliance. Support students in navigating awards and scholarships, including eligibility, application processes, and disbursement timelines. Provide guidance and referrals for emergency funding options, collaborating with internal and external partners as needed.

Student Fees and Financials

Explain and troubleshoot student financial accounts, including charges, fee assessments, payments, credits, refunds, and holds. Investigate discrepancies and escalate complex financial issues when necessary. Support students in understanding fee deadlines and implications for non-payment.

Registration

Assist with course registration, troubleshooting errors, and navigating waitlists and prerequisites. Advise on registration policies, deadlines, and appeals processes. Provide referrals to faculty advisors or academic departments when appropriate.

Student Records

Advise on transcript requests, grade changes, name changes, and other updates to the official student record. Ensure students understand policies related to academic standing, withdrawals, and program changes.

Convocation

Support students in understanding convocation eligibility, application processes, and timelines. Provide guidance on outstanding requirements and financial obligations that may impact graduation.

Advising Modalities

Advising is delivered through multiple modalities to meet student needs:
+ Zoom appointments
+ In-person advising
+ Phone consultations


Advisors are expected to maintain professionalism and consistency across all platforms, ensuring equitable access to services.

ADMINISTRATIVE SUPPORT

Supporting Electronic document management system: Synergize. Ensure that all documentation related to a students registration is accurately processed as required and appropriate documents are electronically filed and documented. Process Service Requests and respond to email requests in a timely manner. Support other duties/initiatives as assigned.

Qualifications / Requirements:

A post-secondary credential (certificate, diploma, degree) in a related field is required. Preference will be given to candidates who poses a bachelors 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 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. Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), as well as web-based collaboration tools and platforms. Experienced in leveraging email, internet research, artificial intelligence, and cloud-based applications to support efficient communication, data analysis, and workflow management. Demonstrated personal coping strategies, including the ability to manage stress levels that are moderate to high based on volume & demand.

Application Deadline:

September 23, 2025

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.


This position is part of the AUPE bargaining unit, and falls under the

Specialist/Advisor Job Family, Phase 1.


For a listing of all management and staff opportunities at the University of Calgary, view our

Management and Staff Careers website

.

About the University of Calgary

UCalgary is Canada's entrepreneurial university, located in Canada's most enterprising city. It is a top research university and one of the highest-ranked universities of its age. Founded in 1966, its 36,000 students experience an innovative learning environment, made rich by research, hands-on experiences and entrepreneurial thinking. It is Canada's leader in the creation of start-ups. Start something today at the University of Calgary. For more information, visit ucalgary.ca.


The University of Calgary has launched an institution-wide Indigenous Strategy 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 Institutional Commitments (

equity@ucalgary.ca

) and requests for accommodations can be sent to Human Resources (

hrhire@ucalgary.ca

).

Do you have most but not all the qualifications? Research show that women, racialized and visible minorities, and persons with disabilities are less likely to apply for jobs unless they meet every single qualification. At UCalgary we are committed to achieving equitable, diverse, inclusive and accessible employment practices and workplaces and encourage you to apply if you believe you are right for this role.

We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.