Associate Enrolment Services Advisor

University of British Columbia•Vancouver, BC

2d•CA$5,526 - CA$7,941•Onsite

About The Position

The Associate Enrolment Service Advisor (AESA) is a registrational professional, a financial advisor, and a highly visible representative of Enrolment Services (ES) and the University. As a member of the Student Support & Advising unit in Enrolment Services, the AESA provides professional advice for students across ES areas of responsibility, including but not limited to: student financial support, tuition, fee assessment and collection, student records, registration, admissions, transfer credit and domestic student recruitment, as well as effective referrals to partners across both campuses. The work of an AESA intersects with all faculties and departments (undergraduate, graduate and post-baccalaureate) on the Vancouver campus, and requires knowledge and understanding of the student experience for undergraduate programs on the Okanagan campus to advise prospective domestic students. The AESAs, with other members of the Student Support & Advising unit specifically Enrolment Services Advisors (ESAs), supports up to approximately 50,000 students on UBC's Vancouver campus and up to approximately 25,000 prospective domestic students, annually. The AESA plays a key role in contributing to, interpreting, assessing and delivering ES student service programs and strategic recommendations in support of the establishment of service standards. The AESA is part of a network of advising professionals that collectively contribute to UBC's exceptional learning environment.

Requirements

Undergraduate degree in a relevant discipline required and a minimum of three years of experience.
Experience in a service centered environment, preferably within student affairs and services.
Experience in student or client advising or counseling (UBC experience preferred).
Experience with interpreting, applying and advising on policies and procedures.
Sound and current knowledge on best practices in enrolment or student services, or comparable work experience; experience in at least one the following areas preferred: student records, registration, student recruitment, admissions, and student financial support.
Proficiency with standard office software required.
Ability to provide effective and appropriate guidance and counsel (e.g., career counselling).
A skilled listener, with the ability to identify and respond to sensitive issues with empathy and diplomacy.
Must be resourceful and able to analyze problems, identify key information and issues and propose effective solutions.
Ability to independently exercise appropriate judgment to make important decisions on matters of varying complexity.
Proven ability to use an inclusive approach to develop and cultivate relationships with students, faculty, staff and members of the external community.
Excellent interpersonal, communication and presentation skills required.
Demonstrated accuracy and attention to detail, especially when working under pressure to meet deadlines.
Ability to collaborate and share expertise within a team environment.
Ability to provide leadership and supervise student employees.
Demonstrated time management skills with the ability to effectively prioritize, multi-task and organize work.
Enthusiasm and capacity for continuous learning and development.
Must have a valid BC Driver’s license, access to a vehicle and the ability to travel on occasion.

Nice To Haves

Post-secondary education and/or training in student services, student affairs, or a related field are assets.
Experience applying technology to improve student and or client services an asset.
Previous experience with Student Information Systems or other enterprise database solutions/customer relationship management systems preferred.
Experience working with different cultures and/or multilingual ability is an asset.

Responsibilities

Provides professional advice to students (and others as authorized by the student under applicable policy and legislation) regarding provincial and federal student loans, financial support, tuition, fee assessment and collection, student records, registration, admissions, transfer credit and recruitment at service points in person, online, and on the phone.
Advises students on financial planning such as scholarships, bursaries, student loans, bank loans and student lines of credit and making the maximum use of available student financial programs and other supports.
Advises students concerning Student Aid British Columbia appeals and reassessments, and makes appropriate referrals should engagement with the Ministry of Advanced Education be necessary.
Coordinates and advises students with respect to the various awards processes for UBC’s award and scholarship programs.
Assesses student's eligibility for financial awards by designing and assessing a student's full financial profile, inclusive of parental financial information, in order to help students identify awards that best align with histories, academic performance, co-curricular activities and career goals and objectives.
Advises students in emergency situations providing advising, coaching and coordination of the disbursement of funds through the emergency bursary program, or UBC loans and advances, depending on the situation.
Advises and teaches students about the complexities with respect to provincial and national loan providers and the unique requirements requested by the respective Ministries of Advanced Education (or equivalent at the territorial or provincial level in Canada) or the Department of Education in the United States.
Adjudicates applications from students for UBC's awards and scholarship programs.
Advises students with respect to financial hold and other policies related to tuition fee assessment and collection; seeks support from ESPs and/or Associate Director for exceptions and extensions requests.
Identifies gaps in current offerings, and develops and initiates new tools and forums for communications (i.e. website content, brochures, presentations and workshops) that enhance student understanding of tuition and other fees, and support student financial planning.
Advises prospective students on aspects of program requirements and admission criteria, changing policies, prerequisite studies, transfer credit and educational options as they relate to applications for admission.
Evaluates applicant personal profiles as part of the University's broader based admissions process.
Verifies completion of admissions requirements.
Adjudicates student applications and supporting documents.
Assesses prospective student advising process and its relationship with supporting the Major Entrance Scholarships, Centennial Scholars Entrance Award, Loran and Schulich Leaders, and other awards for new to UBC student award processes to ensure access and engagement for all parties.
Anticipates student needs, proactively responds to student requests, and offers subject matter expertise and professional advice, providing recommendations extending beyond a student's presenting request (i.e. identifying if a student is at-risk or in crisis) and creating a support plan to ensure their success.
Coaches students toward independence and self-direction.
Once a student is identified as at-risk or in crisis, the AESA intervenes by proactively connecting student with resources and supports as appropriate (i.e. referrals to the wellness center, counselling services, use of the Early Alert system, etc.).
Captures and manages information regarding sensitive advisory interactions with students using best practices and sound knowledge of applicable privacy policy and legislation.
Makes and receives student referrals, when appropriate, between other advisor and/or student affairs professional units (i.e. access and diversity, counselling services, academic advising, etc.).
Follows up to ensure referral accuracy, as appropriate.
Contributes to, interprets and applies records management policies and practices that support transcript and diploma regulations, appropriate data sharing with third parties and consent pieces regarding sensitive student data.
Works in collaboration with colleagues in Student Records and Systems Management and other campus partners to ensure the management of student records is done appropriately in accordance with applicable legislation and policy.
With Non-Degree studies students, the AESA works with Faculty Academic Advisors to complete the assessment of academic concession.
Contributes to the establishment of registration policies and practices through collaboration with faculties, ESPs, and other ES staff through coordination of committees to ensure consistency of practice and a high level of service to students.
AESAs will lead the coordination of key advising referral points for ESPs and other staff in ES to academic advising units on campus through the online knowledge base / wiki.
Resolves complex registration problems for students through evaluating the concerns and determining and coordinating between necessary students, faculty members or administrative staff that need to engage in the process.
Contributes to ways in which ES services could enhance the student experience and participate in development of strategic recommendations through knowledge sharing of advising experiences and feedback from students and making connections to current literature.
Contributes to the implementation of new student support initiatives, as identified through student advising sessions – one-on-one or in a group setting.
Identify when current governmental, University and departmental policy, practices or guidelines fail to address current realities for students or cause problems beyond individual exceptions.
Liaises with necessary colleagues to resolve these complex issues extending beyond individual student cases.
Evaluate non-academic policies, makes recommendations for change, and may include developing alternative policy.
Works with third party organization (i.e. Higher Ed Points, D+H Financial Solutions, etc.) to ensure policies and practices align with the needs of students present day by providing recommendations for policy changes.
Performs consultations with stakeholders, including Faculties and student leaders to facilitate discussion and integrate stakeholder feedback.
Presents findings and recommendations as a part of the Student Support & Advising team to stakeholder groups through workshops, presentations, written reports, and/or discussion papers.
Participate in ongoing development of University student information systems and services.
Provides leadership and support to the student assignment process five times a year and ensures clean channels of communication for all parties involved.
Works as a member of a University-wide network, including academic advisors, service professionals, student leaders, student government, and student groups to develop and manage processes that support coherence in the overall student experience.
This position may contribute to the orientation and training of student employees.
May participate in the hiring of staff and/or student employees (i.e. work learn students, peer advisors, etc.).