Student Info Support

University of British Columbia•Vancouver, BC

4d•Onsite

About The Position

Provides complex and accurate information to current students, prospective students, departments and the general public regarding admission, course planning, student records and registration, and all other functions supporting Arts students. Interprets University and Faculty policies and procedures and provides guidance and interpretation to students. Using the Workday Student system (WD) and Online Advising Management System (OAMS) assists students in making informed decisions. Informs students what they need to consider in making decisions and the academic implications of their decisions. Evaluates, researches and provides solutions to various student related matters. Reconciles records and identifies discrepancies. Embraces new knowledge about advances in technology and learning initiatives at the university and applies this knowledge to the delivery of service to students. Must be familiar with other areas of the university such as other Arts Departments, Enrolment Services, Student Development, International Student Advising and Support Services (e.g. Counselling, Career Services, Centre for Accessibility & Student Health Services). The job requires a thorough knowledge of guidelines, policies, procedures, regulations and degree requirements for the Bachelor of Arts, the Bachelor of Fine Arts and Faculty of Arts certificate programs and the ability to interpret and communicate that information, via telephone, in person and email to students, their parents and other members of the university community. Provides information in compliance with the Freedom of Information and Protection of Privacy Act. Assists in the maintenance of databases such as the Student Information Systems, Transfer Credit Database. Develops and delivers training to new and inexperienced staff members. Provides administrative and secretarial support to Arts Academic Advising Services. UBC degree is designed to give a student the breadth and depth of knowledge necessary for being an active global citizen. Students are often overwhelmed by the sheer plethora of courses and specializations available. The Student Information Support role provides assistance to students by clarifying degree requirements, by connecting to the appropriate resources, ultimately preparing the student for graduation. There are approximately 14000 students in the Faculty of Arts.

Requirements

High School graduation, plus two year post-secondary diploma, plus four years of related experience, or an equivalent combination of education and experience.
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

Ability to be thorough, accurate, and have a high level of attention to detail.
Ability to communicate effectively verbally and in writing.
Ability to respond appropriately to inquiries in person, on phone, and in writing, and make appropriate referrals.
Ability to maintain accuracy and attention to detail.
Ability to effectively use MS Excel at an advanced level.
Ability to accurately maintain appointment calendars, and schedule appropriate appointments.
Ability to efficiently and effectively coordinate tasks.

Responsibilities

Oversees daily workflow and service delivery, coordinating priorities, monitoring inquiry volumes, and ensuring timely and accurate responses across in-person, virtual and written channels.
Identifies operational processes and systems requiring improvement; maps current workflows, recommends process redesigns and implements enhancements to improve service efficiency and accuracy.
Contributes to the ongoing development and refinement of knowledge management resources and internal operating procedures.
Supports the implementation of new technologies and system updates affecting student information delivery.
Responds to a variety of in-person, written, telephone and e-enquiries from students.
Asks probing questions to determine student needs, researches and resolves complex inquiries and refers only the most complex inquiries to the Academic Advisors.
Understands and interprets the Faculty of Arts degree and program requirements and regulations as published in the UBC Calendar and on the website.
Uses the Workday Student (WD), Online Advising Management System (OAMS) other knowledge management resources, to provide accurate information and support to prospective and current Arts students regarding advising, degree requirements, registration, academic concession, graduation and other student support requests.
Responds to student oral and written requests and interprets regulations regarding withdrawal from courses, letters of permission, deferred exams, transfer credits, registration blocks and review of assigned standing.
Determines and processes increase in credit limits based on established guidelines.
Provides information on courses and prerequisites enabling students to make informed decisions.
Processes documentation for the Unit which includes letters of permission, academic concessions, graduation pending or confirmation letters, visa letters for international students.
Assists with the process of evaluating graduation applications
Assists students in using online tools such as Workday Student (WD).
Knowledgeable about resources available to students such as Learning Commons, and other initiatives that support student success (e.g., workshops and study skills).
Deals with customer service complaints or refers to the Manager, Academic Advising, or the Associate Director or Director of Arts Academic Advising.
Assists with training new staff and student assistants.