Student Service Advisor

Competition 1347

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

This position offers a comprehensive benefits package which can be viewed at: Faculty & Staff Benefits.

Please be advised that there is also a one-year temporary Student Service Advisor competition. We encourage you to apply to both to ensure you are considered for both opportunities.

This competition will be used to hire two positions.

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

Working at 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 FirstPeoples of Canada, whose presence continues to enrich our vibrant community.

The University of Alberta is a community of knowledge seekers, change makers and world shapers who lead with purpose each and every day. We are home to over 14,000 faculty and staff, more than 40,000 students and a growing community of 300,000 alumni worldwide.

Your work will have a meaningful influence on a fascinating cross-section of people — from our students and community members, to our renowned researchers and innovators, making discoveries and generating solutions that make the world healthier, safer, stronger and more just. Learn more.

Working for the Student Service Centre

The Student Service Centre (SSC) provides a centralized point of student support, navigation and referral services to students in all university faculties and programs and at all levels of study. The SSC offers student support in an equitable and holistic manner that promotes a positive and transformational student experience.

Position 

Reporting to the Team Lead, Student Service Centre the SSC Advisor supports current students, prospective students, applicants, parents, alumni and the general public by providing outstanding customer service and detailed information and navigation support concerning the 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 what services are 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, continuing education students, and current graduate and undergraduate students.  

Advisors will ensure services and referrals are provided equitably and inclusively to all students, including students from underrepresented 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, or programs, requiring in-depth knowledge and understanding, and 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 requiring further investigation or consultation, will follow up until the issue is resolved for the student. The Advisors must work closely with each other, Team Leads, 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 has 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.  

They have the ability to meet and exceed expectations in a fast-paced and dynamic customer-oriented environment. They will take appropriate action in uncommon circumstances and will make exceptions to policy or procedure when warranted. They have the ability to exercise a high degree of initiative and judgment.

Duties 

• 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
• 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.
• 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 knowledge of systems, policies, procedures, and exercises professional judgment to solve unusual or complex problems
• Anticipates needs and proactively responds to requests, providing subject matter expertise, professional advice, and recommendations extending beyond a student's initial request

Minimum Qualifications

• A post-secondary degree plus a minimum of two to three years of proven, direct experience working in a university student service environment is required. Equivalent combinations of related education and experience may be considered.
• Demonstrated ability to develop and maintain positive, professional, collaborative working relationships with both internal and external clients and stakeholders.
• 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.
• Ability to interact knowledgeably, comfortably, positively, and respectfully with diverse individuals with a broad range of credentials, abilities, and literacy/language levels.
• Excellent verbal, written and interpersonal communication skills with superior attention to detail and superior level of accuracy.
• Excellent time management skills with the proven ability to manage and prioritize multiple tasks and competing deadlines in a very demanding, fast-paced environment while maintaining superior accuracy.
• Strong analytical and organizational skills, including problem assessment and escalation.
• 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.
• Annual submission of U of A Conflict of Interest / Conflict of Commitment Declaration.

Preferred Qualifications

• 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.
• 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.
• Computer proficiency in related data processing, electronic records, databases, communication, and online learning management systems; intermediate or higher skills with Microsoft Suite, Google applications, and eClass learning management system/Moodle preferred.
• Strong PeopleSoft Student Administrative experience (Campus Solutions) preferred. 
• Demonstrated behavioral competencies, including: Communication; Customer Service Excellence; Interpersonal Communication; Problem-Solving; and Teamwork.