Student Service Advisor

This competition is open to all applicants however; internal applicants will be given priority consideration based on minimum qualifications, or a combination of experience, skills, and abilities before external applicants are considered.

There is also a Temporary Student Service Advisor opportunity available. If you would like to be considered for both opportunities, please submit an application to both competitions.

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

Reporting to the Team Lead, Student Service Centre (SSC), the Student Service Centre Advisor supports current students, prospective students, applicants, parents, alumni and the general public by providing outstanding customer service and detailed information and navigational 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 what services are offered by other offices/units across campus so that they are able to advise appropriately on expected processes and also make effective referrals. Services are provided to all categories of students; this includes prospective students and current graduate and undergraduate students.

• Adheres to all legal and regulatory student advising requirements, including ATIA legislation and University policies.
• Interprets policy, procedures, and programs as they pertain to students, both current and prospective, specifically graduate, undergraduate, Aboriginal, international, mature, and nontraditional students.
• Provides comprehensive advice to students, parents, faculty, and school counsellors 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, ATIA fee assessment, financial aid and support, student awards, academic programs, registration, examinations, and convocation procedures.
• Provides one-on-one advising sessions to current and prospective students regarding program requirements, admission criteria and transfer requirements, including transfer credit information, requiring thorough knowledge of UAlberta’s admission and transfer credit policies, including Alberta Council on Admissions and Transfer (ACAT).
• 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.
• Provides effective and appropriate referrals to other departments when necessary for problem resolution and services and ensures that students are provided with basic information about why they have been referred and the processes they will encounter. This requires extensive knowledge of other services provided on campus and how those services are administered and under what circumstances.
• Advises students of University of Alberta policies with respect to course withdrawal, examinations, academic standing, and fee assessment.
• In partnership with the National Recruitment division and the Campus Visit Program, participates in recruitment activities to advise prospective students, parents, school counsellors, and others of the current admission requirements and application.

• A post-secondary degree in a related field (e.g., Adult Education, Management, Public Administration, Education, Leadership, Cognitive Psychology, or Psychology of Learning), along with a minimum of two to three years of directly related experience working in a university student services environment, is required. Equivalent combinations of related education and experience may be considered.
• Demonstrated ability to develop and maintain positive, professional, and collaborative working relationships with internal and external clients and stakeholders.
• Ability to work independently while contributing effectively as a collaborative team member and positive representative of the Student Service Centre and the University of Alberta.
• Ability to interact knowledgeably, respectfully, and effectively with diverse individuals representing a broad range of backgrounds, credentials, abilities, and literacy/language levels.
• Excellent verbal, written, and interpersonal communication skills, with exceptional attention to detail and accuracy.
• Excellent time management skills, with the proven ability to prioritize competing demands, manage multiple tasks, and meet deadlines in a fast-paced environment while maintaining a high level of accuracy.
• Strong analytical, organizational, and problem-solving skills, including the ability to assess issues and determine when escalation is appropriate.
• Ability to triage and appropriately refer students who are in distress while maintaining strict confidentiality and adhering to FOIP, records management protocols, UAPPOL, and other applicable University policies and legislation.
• Working knowledge of University of Alberta policies, processes, colleges, faculties, administrative units, and student services, including the Discrimination, Harassment, and Duty to Accommodate Policy, the Code of Student Behaviour, Helping Individuals at Risk, and FOIP.
• Proficiency with electronic records, databases, communication platforms, and learning management systems. Intermediate or higher proficiency with Microsoft 365, Google Workspace, and eClass (Moodle) is preferred. 
• Experience using PeopleSoft Student Administration (Campus Solutions) is considered an asset.
• Demonstrated commitment to supporting the University of Alberta's values of diversity, equity, inclusion, accessibility, and belonging.
• The successful candidate will demonstrate the following behavioural competencies:
  • Communication 
  • Customer Service Excellence 
  • Interpersonal Communication 
  • Problem Solving 
  • Teamwork

Application Instructions

Click "Apply Now" to submit your resume and cover letter.

This competition may be used to fill multiple positions.

This position is subject to all applicable terms and conditions of the collective agreement between the Governors of the University of Alberta and the Non-Academic Staff Association (NASA).

This position offers a comprehensive benefits package.