Enrolment Services Advisor

University of British Columbia • Vancouver, BC

2d • CA$6,950 - CA$9,993 • Onsite

About The Position

The Enrolment Service Advisor (ESA) is an advising specialist who is a highly visible representative of Enrolment Services (ES) and the University. Each ESA is assigned a portfolio of 900-1100 students and is responsible for guiding those students throughout their entire student experience. The ESA provides professional advice for students (international and domestic) across ES areas of responsibility, including: student financial support, admission, domestic student recruitment, tuition, fee assessment and collection, student records, registration, and transfer credit. With AESAs, ESAs also support up to approximately 25,000 prospective domestic students, annually. The ESA plays a leadership role in the design, delivery, and evaluation of ES student service programs and makes strategic recommendations on the establishment of service standards. The ESA is part of a network of advising and service professionals that collectively contribute to UBC s exceptional learning environment. ESAs support: undergraduate, graduate, post-baccalaureate, visiting, and prospective students, and alumni.

Requirements

• Undergraduate degree in a relevant discipline.
• Post-secondary education and/or training in student services, student affairs, or a related field is an asset.
• Minimum of three to four years of related experience or the equivalent combination of education and experience.
• Experience required in a service centered environment, preferably within student services.
• Experience in student or client advising or counseling is essential (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.
• 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.
• 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 exercise initiative and creativity to develop effective solutions.
• Ability to independently exercise superior 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 staff.
• 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.
• Experience working with different cultures and/or multilingual ability is an asset.
• Willingness to respect diverse perspectives, including perspectives in conflict with one’s own.
• Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion.

Nice To Haves

• UBC experience preferred
• Experience in at least one the following areas preferred: student records, registration, student recruitment, admissions, and student financial support.
• 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) across all areas of student finances with focus on provincial and federal student loans, bursaries and grants.
• Advises students concerning all provincial and federal student loan appeals and reassessments.
• Advises students on financial planning such as scholarships, bursaries, student loans, student bank loans and student lines of credit and making the maximum use of available student financial programs and other supports.
• Develops financial strategies that incorporate University policy and support students on the various financial assistance options available in order to develop a spending plan to finance their University education.
• Participates as an active member on Canadian financial associations and help to influence and develop current and future policies to positively impact students.
• Works with the Ministry of Advanced Education, Skills and Training in BC and other provincial ministries, where necessary.
• Adjudicates exceptional cases and approves monetary assistance in the form of emergency funding and UBC loans for students with exceptional circumstances.
• Adjudicates requests for exceptions and extensions, including lifting financial holds in accordance with Enrolment Services and University policy.
• Advises students with respect to financial hold and other policies related to tuition fee assessment and collection.
• Evaluates fee assessment and collection policies and makes recommendations for changes.
• Proactively identifies students at risk or in crisis and connects students with resources and supports as appropriate, including engaging the University s Early Alert System.
• Conducts research and partners with Faculties with respect to financial support for their students.
• Develops and evaluates the effectiveness of programs, makes recommendations for changes and advocates for student financial wellness.
• Designs, delivers, and evaluates tools and communications programs that enhance student understanding of tuition and other fees, and supports student financial planning.
• Advises prospective students, their parents and counselors on undergraduate programs choices across both campuses, ensuring accurate, student-focused and effective delivery of information and key institutional messaging.
• Advises prospective students on admission criteria, changing policies and processes, prerequisites, transfer credit and educational options as they relate to applications for admission.
• Investigates and communciates with applicants to resolve complex issues, working closely with other units (eg. Admissions, International Student Initiative) to recommend and resolve often sensitive issues relating to admissibility and University regulations.
• Advises unsuccessful applicants of alternative pathways to post-secondary education and supports families in understanding available options.
• Assesses whether an unsuccessful applicant might successfully appeal an admissions decision and offers guidance where appropriate.
• In partnership with Student Recruitment unit, delivers programming and events for prospective domestic students, parents, school counselors, and others.
• Develops, delivers, and evaluates communications programming in support of student recruitment activities.
• Advises and provides outreach to prospective Aboriginal students, school counselors and community members.
• Evaluates applicant personal profiles as part of the University s broader based admissions process, may also evaluate other components of applications for admission.
• Anticipates student needs, responds to student requests, and offers subject-matter expertise and professional advice, providing recommendations extending beyond a student s presenting request.
• Makes referrals where appropriate.
• Work with other units to develop programs to support student transition to university and other student development initiatives.
• Advises students (and others as authorized by the student under applicable policy and legislation) across all areas supported by Enrolment Services.
• Anticipates student needs, proactively responds to student requests and offers subject-matter expertise and advising support, providing recommendations and support extending beyond a student s presenting request, through direct cohort support and the use of analytical tools and statistics.
• As active members of the advising team at the university, coaches students toward independence and self-direction and maintains up-to-date knowledge of best practices and current advising theories in the field.
• Develops and implements protocols to capture and manage information about 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 advisors and/or student service professionals.
• Provides guidance to new staff and identifies training needs to ensure award functions are implemented consistently across the campus.
• Reviews awards and practices, works with Associate Director regarding problems and risks, and takes the lead in researching disputes concerning appeals.
• Coordinates the process and provides data to support to various campus reports.
• Ensures reports are high quality, delivered on time and accurately reflect student situations.
• Ensures that award management systems and processes are implemented across various faculties while supporting effective management of the funding portfolio and compliance with the donor requirements.
• Leads and organizes adjudication meetings and finalizes list of award winners.
• Works closely with Student Communications team to effectively market award to students.
• Provides support to Student Financial Support on budget development, funding allocation, monitoring of award budgets and forecasting.
• Manages reporting and compliance of award eligibility for incoming and continuing students.
• Evaluates records management policies and practices and makes recommendations for changes including evaluating exceptional requests for records.
• Manages student records in accordance with applicable legislation and policy.
• In partnership with Faculties, adjudicates complex requests for exceptions to University and ES policies on the content and sequence of the student transcript of record, including special transcript notations, where such decisions rest with Enrolment Services.
• Designs, delivers, and evaluates communications programs for students related to registration policies and procedures.
• Collaborates with other Enrolment Services Staff and Faculties to establish registration policies and practices.
• Identifies solutions to complex registration problems and works closely with Faculties and Admissions to resolve issues.
• Makes recommendations for both individual students and for enhancements to overall registration practices.
• Explains and enforces University registration policies in accordance with Senate regulated policies.
• Designs, delivers, and evaluates Enrolment Services student service programs and participates fully in the establishment and evaluation of service standards and other organizational performance targets.
• Analyzes, identifies and makes recommendations regarding ways in which Enrolment Services could enhance the student experience and makes strategic recommendations.
• Designs and leads the implementation of new student support initiatives.
• Performs consultations with stakeholders, including Faculties and student leaders; facilitates discussion and integrates stakeholder feedback.
• Presents findings and recommendations to stakeholder groups through workshops, presentations, written reports, and/or discussion papers.
• Designs, manages, and evaluates workshops, presentations, programs, or events for purposes of training and/or information provision for primary audiences of students, staff, faculty as well as partner institutions, professional organizations and government.
• Acts as a Subject Matter Expert for a variety of project components and areas for projects external to the unit.
• Designs, develops and implements a communications strategy for delivering financial aid and financial wellness information to current students.
• Leads the development and implementation of an outreach strategy for delivering financial wellness information to students, often in collaboration with other units on campus.
• Manages communications and relationships with other ES units (eg. Admissions, Student Financial Services, Student Recruitment & Advising) to support.
• Liaises with campus partners (eg. faculty Academic Advising offices, International Student Development, First Nations House of Learning) to design, develop and deliver programming, workshops, webinars and other services for students.
• Identifies, develops and implement an outreach strategy for delivering financial wellness information to students.

Benefits

• The Compensation Range is the span between the minimum and maximum base salary for a position.
• The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position.
• In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level