Enrolment Services Advisor, Office Registrar

Description

The Enrolment Services Team in the Office of the Registrar is currently seeking a Full-time Regular Enrolment Services Advisor.

Supporting over 85,000 inquiries annually, Enrolment Services provides student facing advising services for the Office of the Registrar. As a central hub of student inquiry, advisors contribute to a positive student experience through their advising on all aspects of the student record, including: admission, registration, fees, student loans, awards, exams, transcripts and convocation. Along with a team of student advising professionals, this position is responsible for upholding university and departmental regulation, policy, compliance as well as academic and referral services to support student engagement and student success while demonstrating critical thinking.

As a result, this role requires collaboration with staff and stakeholders campus-wide in order to ensure accurate and supportive student advising and cross-campus referrals. The demands and work volume associated with this position can be significant, particularly during peak periods occurring throughout the year (August, September, January). The ideal candidate will embrace change and thrive in a dynamic team environment.

As a member of the Enrolment Services team, this position reports to the Manager, Enrolment Services Operations. Hours of work for this position are 35 hours per week, Monday-Friday. Peak operational periods, including August, September and January may require overtime and have limited opportunity for vacation. Occasional weekend overtime might also be required to support campus-wide events.

As the primary purpose of this position is to provide accurate, supportive and positive student advising, approximately 85% of the Enrolment Services Advisor 1 role will be dedicated to client facing (in-person or phone) advising/administrative interactions.

Admission, Registration, Financial Aid, Fees, Awards, Official Student Record

• Utilize and refer to the university calendar to advise students on policies and regulations related to the following: course registration, student fees and financials, student financial support, the student record, and convocation.
• Provide quality service and advice, contribute to the creation of a supportive team, and identify ways to improve services to students, colleagues and the university community.
• Support other duties/advising initiatives as assigned.
• Advisors provide comprehensive support across the following portfolios, ensuring students receive accurate, timely, and empathetic guidance.

Student Financial Support

• Advise on government and institutional financial aid programs, including loan applications, confirmations, remittance, amendments, and compliance.
• Support students in navigating awards and scholarships, including eligibility, application processes, and disbursement timelines.
• Provide guidance and referrals for emergency funding options, collaborating with internal and external partners as needed.

Student Fees and Financials

• Explain and troubleshoot student financial accounts, including charges, fee assessments, payments, credits, refunds, and holds.
• Investigate discrepancies and elevate complex financial issues when necessary.
• Support students in understanding fee deadlines and implications for non-payment.

Registration

• Assist with course registration, troubleshooting errors, and navigating waitlists and prerequisites.
• Advise on registration policies, deadlines, and appeals processes.
• Provide referrals to faculty advisors or academic departments when appropriate.

Student Records

• Advise on transcript requests, grade changes, name changes, and other updates to the official student record.
• Ensure students understand policies related to academic standing, withdrawals, and program changes.

Convocation

• Support students in understanding convocation eligibility, application processes, and timelines.
• Provide guidance on outstanding requirements and financial obligations that may impact graduation.

Advising Modalities

• Advising is delivered through multiple modalities to meet student needs:
  - Zoom appointments
  - In-person advising
  - Phone consultations

Advisors are expected to maintain professionalism and consistency across all platforms, ensuring equitable access to services.

• Supporting Electronic document management system:
  Synergize.
• Ensure that all documentation related to a student's registration is accurately processed as required and appropriate documents are electronically filed and documented.
• Process Service Requests and respond to email requests in a timely manner.
• Support other duties/initiatives as assigned.

• A post-secondary credential (certificate, diploma, degree) in a related field is required.
• Preference will be given to candidates who poses a bachelor's degree or higher level qualification.
• A minimum 3 years directly related experience in an advisory role.
• Must demonstrate examples of utilizing…