Advisor, Student Service Centre

This position is a part of the Non-Academic Staff Association (NASA).

This competition will be used to fill multiple positions.

These positions have a term length of 1 year plus a day and offer a comprehensive benefits package which can be viewed on our Benefits Overview page .

Location: This role is hybrid with a mix of remote and in-person and work primarily located at North Campus, Edmonton.

Working for the University of Alberta

The University of Alberta acknowledges that we are located on Treaty 6 territory, and respects the histories, languages and cultures of First Nations, Métis, Inuit and all First Peoples of Canada, whose presence continues to enrich our vibrant community.

The University of Alberta is teeming with change makers, community builders, and world shapers who lead with purpose each and every day. We are home to more than 40,000 students in 200+ undergraduate and 500+ graduate programs, over 13,000 faculty and staff, 260,000 alumni worldwide and have been recognized as one of Canada’s Greenest Employers for over a decade.

Your work will have a meaningful influence on a fascinating cross section of people—from our students and stakeholders, to our renowned researchers and innovators who are quite literally curing diseases, making discoveries and generating solutions that make the world healthier, safer, stronger, and more just.

Department/Faculty Summary

The Student Service Centre within the Office of the Registrar is a centralized unit specializing in holistic and empathetic student support via in-person interactions, email, live chat and phone service for the University of Alberta. We provide information and access to services to support student’s academic, financial, mental and physical well-being. If we can’t answer their questions, we’ll connect them with someone who can.

Position Summary

Reporting to the Team Lead, Student Service Centre (SSC) the SSC Advisor supports current students, prospective students, applicants, parents, alumni and the general public by providing outstanding customer service, detailed information and

navigation support concerning University of Alberta policies and procedures with respect to: admissions, registration, tuition and student fees, financial aid and scholarship information, student records and transcripts, exams, and convocation.

Advisors will also be knowledgeable about services offered by other offices/units across campus so that they are able to advise appropriately on expected processes and make effective referrals. Services are provided to all categories of students, including prospective students, current graduate and undergraduate students, and non-degree continuing education students.

Advisors will ensure services and referrals are provided equitably and inclusively to all students, including students from under-represented groups including indigenous persons; members of visible minority groups, persons with disabilities; and persons of any sexual orientation and gender identity and expression, international students, and mature students.

The SSC Advisor is accountable for proactive problem solving and discretionary decision making to resolve student issues. This may concern a broad range of complex issues regarding policies, procedures of programs, requiring in-depth knowledge, understanding, accurate interpretation and explanation. Serving students through multiple channels (in-person service centre, call centre, email, online chat), the Advisor aims for on-the-spot problem resolution, though in cases that may require further investigation or consultation, advisors will follow-up with students as to next course of action. The Advisors must work closely with each other, Team Lead(s), SSC Specialists, the SSC Leadership team as well as the larger campus community, including the Office of the Registrar, staff in faculties and departments and other offices such as the Dean of Students and the Students’ Union.

The SSC Advisor(s) have faculty-like responsibilities for Open Studies students. They will provide detailed advice and assistance to Open Studies students regarding University of Alberta regulations and procedures pertaining to Open Studies and help them understand the consequences of their actions. Advisors will take appropriate action in uncommon circumstances and will make exceptions to policy or procedure (when warranted) and have the ability to exercise a high degree of initiative and judgment

Duties

• Anticipates needs and proactively responds to requests, providing subject matter expertise, professional advice, and recommendations extending beyond a student’s initial request
• Interprets policy, procedures, and programs as they pertain to students both current and prospective, specifically graduate, undergraduate, Indigenous, continuing education, international, mature, and nontraditional students
• Uses knowledge of systems, policies, procedures, and exercises professional judgment to solve unusual or complex problems
• Provides comprehensive advice to students, parents, faculties and school counselors in-person, via email and/or electronic communication tools (chats, instant messenger) and by telephone, regarding admission requirements, admission processes, residence and housing options, student records, FOIPP, fee assessment, financial aid and support, student awards, academic programs, registration, examinations, and convocation procedures
• Uses investigation, professional judgment and discretionary authority to resolve problems and address concerns and issues from current students, prospective students, applicants, parents, alumni and the general public regarding admission, registration, examinations, tuition and student fees, financial aid and scholarships, student records and transcripts, and convocation

Minimum Qualifications

• Excellent verbal, written and interpersonal communication skills with superior attention to detail and superior level of accuracy
• Ability to interact knowledgeably, comfortably, positively, and respectfully with diverse individuals with a broad range of credentials, abilities, and literacy/language levels
• Excellent time management skills with the proven ability to manage and prioritize multiple tasks and competing deadlines in a very demanding, fast-past environment while maintaining superior accuracy
• A post-secondary Degree in a related field (e.g., Adult Education, Management, Public Administration, Education, Leadership, Cognitive Psychology, Psychology of Learning) plus a minimum of two to three years of proven, direct experience working in a university student service provision environment is required. Equivalent combinations of related education and experience may be considered. This position is in Edmonton, Alberta
• Strong analytical and organizational skills, including problem assessment and escalation
• Ability to work independently and to build and maintain professional working relationships as a collaborative team member and positive representative of the Student Service Centre and the University of Alberta
• Demonstrated ability to develop and maintain positive, professional, collaborative working relationships with both internal / external clients and stakeholders

Preferred Qualifications

• Annual submission of U of A Conflict of Interest / Conflict of Commitment Declaration is required
• Ability to communicate in French is a strong asset, but not required
• Demonstrated behavioral competencies, including: Communication; Customer Service Excellence; Interpersonal Communication; Problem-Solving; and Teamwork
• Ability to triage and appropriately refer students who are in distress. Ability to apply and adhere to strict confidentiality guidelines, FOIP, records management protocols, and all relevant UAPPOL and University regulations
• French Language speakers are considered an asset
• Computer proficiency in related data processing, electronic records, databases, communication, and online learning management systems; intermediate or higher skills with Microsoft Suite, Google applications, strong PeopleSoft Student Administrative experience (Campus Solutions) preferred, and eClass learning management system/Moodle preferred
• Completes required training and performs other duties, as required
• Compliance, alignment, and support of the University of Alberta’s (current and emerging) mandate, strategic initiatives, and operational plans and programs that are dedicated to achieving a more diverse, equitable, accessible, and inclusive environment for all who work, learn, and live within our community is required
• Working knowledge of University of Alberta policies, processes, colleges, faculties, administrative units, and services including: the Discrimination, Harassment, and Duty to Accommodate Policy, the Code of Student Behaviour, Helping Individuals at Risk, and FOIP