Job Description

Position Overview

Student and Enrolment Services 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 Assistant Registrar, Enrolment Services.

Position Description

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 90% of the Enrolment Services Advisor 1 role will be dedicated to client facing (in-person or phone) advising/administrative interactions
• Utilize and refer 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
• 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
• Provide troubleshooting support for student course registration. Provide appropriate advising/referrals when required. Follow established procedures and protocols for supporting student appeals, escalating registration issues, and processes related to course registration
• Advise students about all aspects of their student financial account including charges/fee assessments, payments, credits, debits, refunds, etc. Ability to synthesize and explain all components of a student\'s financial account. Ability to provide referrals where appropriate
• Troubleshoot and advise on processes related to government student loans including loan confirmations, remittance, amendments and loan compliance. Where required, collaborate with internal specialists or external government agencies to inquire about funding eligibility, loan tracking and changes to circumstances impacting student accounts
• Support other duties/advising initiatives as assigned
• Post charges related to administrative fees at the University of Calgary
• Post student payments (debit, cheque, credit card) accurately and in accordance with institutional and department regulations
• Continuously balance and uphold all financial audit compliance guidelines daily
• Complete financial transactions and tasks daily and cash without error when reconciling
• Support daily balancing and reconciliation for the office.
• Ability to review and identify errors in financial transactions.
• Generate and distribute copies of the student record (academic transcript) on demand

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: September 14, 2023

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 .

The University strongly recommends all faculty and staff are fully vaccinated against COVID-19.

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 . today at the University of Calgary. For more information, visit .

The University of Calgary has launched an institution-wide in line with the foundational goals of , 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 ( ) and requests for accommodations can be sent to Human Resources ( ).

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.

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