Enrolment Services Advisor, Subject Matter Expert

3 weeks ago

Calgary, Canada The University of Calgary Full time

**Description**

**Enrolment Services** in the **Office of the Registrar** is currently seeking 2 Full-time Regular **Enrolment Services Advisors**.

As a member of the Enrolment Services team, this position reports to the Assistant Registrar, Enrolment Services. Hours of work for this position are 35 hours per week, Monday-Friday. 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. 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):

- 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 students financial account and 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.
- 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.
- Reception coverage.
- Supporting Electronic document management system: Synergize.
- Collection/collation of department statistics.
- Process paper forms.
- Ensure that all documentation related to a students registration is accurately processed as required and appropriate documents are electronically filed and documented.

**Qualifications / Requirements**:

- A post-secondary credential (certificate, diploma, degree) in a related field is required.
- 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 center 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.
- 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**: October 11, 2024

This position is part of the AUPE bargaining unit, and falls under the **_Specialist/Advisor Job Family, Phase 2_**.

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

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