Enrolment Services Advisor

7 months ago

New Westminster, Canada Douglas College Full time

**Work Arrangements**What Douglas Offers**

DO what you love. Be good at it. That’s how Douglas College defines a great career. It’s a philosophy that resonates through our classrooms, our offices and our boardrooms. It inspires our students and drives us to make Douglas College one of BC’s Top Employers. We love what we do. And we’re looking for passionate, motivated people to join us in making one of Canada’s best colleges even better.

**The Role**
- The Enrolment Services Advisor is responsible for guiding and supporting students throughout their entire student experience at Douglas College. The Enrolment Services Advisor provides high quality and professional service, advice and counsel to current and prospective (domestic and international) students, applicants, parents, alumni and the general public across Enrolment Services areas of responsibility, including, but not limited to, admissions, registration, tuition and student fees assessment and collection, student records and transcripts, transfer credit, and student financial support including government student loans and awards/scholarships.
- The Enrolment Services Advisor acts as a liaison for students with internal and external departments and (agencies, including other post-secondary institutions, provincial and federal agencies.**Responsibilities**

**Service Delivery and Advising**
- Investigates and communicates with applicants to resolve complex issues, working closely with other units (e.g. Admissions, Records and Registration, Scheduling, Transfer Credits, etc.) to recommend and resolve sensitive issues relating to admissibility and College policies and regulations
- Uses investigation and professional judgment and discretionary authority to resolve problems and address concerns and issues (e.g. approval of late withdrawals in accordance with Enrolment Services and College policies and procedures)
- Diffuses upset, angry or hostile students and provide guidance and information and refer appropriately
- Responds to complaints and issues by investigating and evaluating their concerns/questions and advises students on applicable existing content policies, determining and implementing the appropriate action
- Adjudicates requests for fee deferrals and financial holds in accordance with policies
- Makes and receives referrals, when appropriate, between other advisors and/or other departments or services when necessary for problem solution; follows up to ensure referral accuracy, as appropriate
- Ensures student data confidentiality and privacy according to Registrar, College and FIPPA regulations
- Identifies students at risk or in crisis and proactively connects students with the appropriate resources and supports
- Interprets and communicates policy, procedures and programs as they pertain to students, both current and prospective, domestic and international
- Analyzes non-standard, non-routine and unique questions/situations from students and responds based on an accurate interpretation of college and government policies and procedures as they relate to personal circumstances of the student
- Explains complex administrative procedures and presents options to students in consideration of their unique situations
- Responds to multi-faceted inquiries from basic to complex, with detail and accuracy, and in a professional manner
- Coaches students towards independence and self-direction and maintains up-to-date knowledge of best practices and current advising theories in the field
- Advises unsuccessful applicants of alternative pathways and supports families in understanding available options
- Advises students about funding options, across all areas of student finances - student loans, grants, scholarships, bursaries and part time funding programs
- Advises students with respect to financial hold and other policies related to tuition fee assessment and collection
- Advises prospective students, their parents and counselors on program choices at Douglas College, ensuring accurate, student-focused and effective delivery of information and key institutional messaging
- Advises students across all areas supported by Enrolment Services
- In partnership with Future Students Office and Douglas College International, delivers programming, events, presentations, and workshops for prospective students, parents, school counselors, and others on and off campus
- Establishes an atmosphere of effective, efficient, friendly, and reliable service with a focus of enhancing customer service by using high level or problem solving skills

**Administration and Operations**
- Uses knowledge of systems, policies, procedures and exercises professional judgment to solve unusual or complex problems
- Evaluates and maintains program eligibility for student loan eligibility
- Confirms and produces a range of student documents required by students and external organizations and agencies (e.g. verification of enrolment letters, official transcripts, confirms enro

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