Student Service Advisor

University of Alberta•Edmonton, AB

3d•Hybrid

About The Position

The Student Service Centre (SSC) provides a centralized point of student support, navigation and referral services to students in all university faculties and programs and at all levels of study. The SSC offers student support in an equitable and holistic manner that promotes a positive and transformational student experience. Reporting to the Team Lead, Student Service Centre the SSC Advisor supports current students, prospective students, applicants, parents, alumni and the general public by providing outstanding customer service and detailed information and navigation support concerning University of Alberta policies and procedures with respect to: admissions, registration, tuition and student fees, financial aid and scholarship information, student records and transcripts, exams, and convocation. Advisors will also be knowledgeable about what services are offered by other offices/units across campus so that they are able to advise appropriately on expected processes and make effective referrals. Services are provided to all categories of students, including prospective students, continuing education students, and current graduate and undergraduate students. Advisors will ensure services and referrals are provided equitably and inclusively to all students, including students from underrepresented groups, including Indigenous persons; members of visible minority groups, persons with disabilities; and persons of any sexual orientation and gender identity and expression, international students, and mature students. The SSC Advisor is accountable for proactive problem-solving and discretionary decision-making to resolve student issues. This may concern a broad range of complex issues regarding policies, procedures, or programs, requiring in-depth knowledge and understanding, and accurate interpretation and explanation. Serving students through multiple channels (in-person, telephone, email, online chat), the Advisor aims for on-the-spot problem resolution, though in cases requiring further investigation or consultation, will follow up until the issue is resolved for the student. The Advisors must work closely with each other, Team Leads, SSC Specialists, the SSC Leadership team, as well as the larger campus community, including the Office of the Registrar, staff in faculties and departments, and other offices such as the Student Success and Experience, and the Staff Service Centre. The SSC Advisor has faculty-like responsibilities for Open Studies students. They will provide detailed advice and assistance to Open Studies students regarding University of Alberta regulations and procedures pertaining to Open Studies and help them understand the consequences of their actions. They have the ability to meet and exceed expectations in a fast-paced and dynamic customer-oriented environment. They will take appropriate action in uncommon circumstances and will make exceptions to policy or procedure when warranted. They have the ability to exercise a high degree of initiative and judgment. The University of Alberta acknowledges that we are located on Treaty 6 territory, and respects the histories, languages and cultures of First Nations, Métis, Inuit and all FirstPeoples of Canada, whose presence continues to enrich our vibrant community. The University of Alberta is a community of knowledge seekers, change makers and world shapers who lead with purpose each and every day. We are home to over 14,000 faculty and staff, more than 40,000 students and a growing community of 300,000 alumni worldwide. Your work will have a meaningful influence on a fascinating cross-section of people - from our students and community members, to our renowned researchers and innovators, making discoveries and generating solutions that make the world healthier, safer, stronger and more just. Learn more [https://www.ualberta.ca/en/careers.html]. At the University of Alberta, we are committed to creating an inclusive and accessible hiring process for all candidates. If you require accommodations to participate in the interview process, please let us know at the time of booking your interview and we will make every effort to accommodate your needs. We thank all applicants for their interest; however, only those individuals selected for an interview will be contacted. All University employees have a responsibility to foster a workplace that prioritizes safety in all its forms—physical, cultural, and psychological. This is achieved by promoting a safe environment, adhering to all safety laws, policies and procedures, completing all required safety training, identifying hazards and implementing controls, reporting incidents, and contributing to a culture of belonging and respect, while endeavoring to ensure that all colleagues feel valued and safe to express their thoughts, perspectives and concerns. The University of Alberta is committed to creating a university community where everyone feels valued, barriers to success are removed, and thriving connections are fostered. We welcome applications from all qualified persons. We encourage women, First Nations, Métis and Inuit persons, members of visible minority groups, persons with disabilities, persons of any sexual orientation or gender identity and expression, and all those who may contribute to the further diversification of ideas and the University to apply. L’Université de l’Alberta s’engage à créer une communauté universitaire où chaque personne se sent valorisée, où les obstacles à la réussite sont éliminés et où des connexions enrichissantes peuvent se développer. Nous accueillons les demandes de toutes les personnes qualifiées. Nous encourageons les femmes; Premières nations, Métis et Inuits; membres des groupes minoritaires visibles; personnes handicapées; personnes de toute orientation sexuelle ou identité et expression de genre; et toutes les personnes qui peuvent contribuer à la diversification des idées et à l'université à postuler. The Office of the Registrar [https://www.ualberta.ca/en/registrar/index.html] (RO) plays a key role in every aspect of the student experience, from recruitment to graduation and beyond. The RO also supports the broader campus community, including faculties, departments, and other units.

Requirements

Internal candidates and applicants who were former employees of the University of Alberta will be given priority consideration before external candidates.
Ability to meet and exceed expectations in a fast-paced and dynamic customer-oriented environment.
Ability to exercise a high degree of initiative and judgment.
Responsibility to foster a workplace that prioritizes safety in all its forms—physical, cultural, and psychological.
Promote a safe environment, adhere to all safety laws, policies and procedures, complete all required safety training, identify hazards and implement controls, report incidents, and contribute to a culture of belonging and respect.
Endeavor to ensure that all colleagues feel valued and safe to express their thoughts, perspectives and concerns.

Nice To Haves

Apply to both the permanent and the one-year temporary Student Service Advisor competitions to ensure consideration for both opportunities.

Responsibilities

Support current students, prospective students, applicants, parents, alumni and the general public by providing outstanding customer service and detailed information and navigation support concerning University of Alberta policies and procedures with respect to: admissions, registration, tuition and student fees, financial aid and scholarship information, student records and transcripts, exams, and convocation.
Advise appropriately on expected processes and make effective referrals by being knowledgeable about services offered by other offices/units across campus.
Provide services and referrals equitably and inclusively to all students, including students from underrepresented groups, including Indigenous persons; members of visible minority groups, persons with disabilities; and persons of any sexual orientation and gender identity and expression, international students, and mature students.
Proactively problem-solve and make discretionary decisions to resolve student issues, which may concern a broad range of complex issues regarding policies, procedures, or programs, requiring in-depth knowledge and understanding, and accurate interpretation and explanation.
Serve students through multiple channels (in-person, telephone, email, online chat), aiming for on-the-spot problem resolution, and follow up until the issue is resolved for the student in cases requiring further investigation or consultation.
Work closely with each other, Team Leads, SSC Specialists, the SSC Leadership team, as well as the larger campus community, including the Office of the Registrar, staff in faculties and departments, and other offices such as the Student Success and Experience, and the Staff Service Centre.
Provide detailed advice and assistance to Open Studies students regarding University of Alberta regulations and procedures pertaining to Open Studies and help them understand the consequences of their actions.
Meet and exceed expectations in a fast-paced and dynamic customer-oriented environment.
Take appropriate action in uncommon circumstances and make exceptions to policy or procedure when warranted.
Exercise a high degree of initiative and judgment.
Foster a workplace that prioritizes safety in all its forms—physical, cultural, and psychological.
Promote a safe environment, adhere to all safety laws, policies and procedures, complete all required safety training, identify hazards and implement controls, report incidents, and contribute to a culture of belonging and respect.
Endeavor to ensure that all colleagues feel valued and safe to express their thoughts, perspectives and concerns.