Student Service Advisor - University of Alberta, Edmonton

Position Summary

Reporting to the Team Lead, Student Service Centre (SSC), the Student Service Advisor at the University of Alberta plays a pivotal role in supporting a diverse range of individuals, including current students, prospective students, applicants, parents, alumni, and the general public. This hybrid position, primarily based at North Campus in Edmonton, Alberta, focuses on delivering outstanding customer service and detailed navigational support regarding university policies and procedures.

Advisors are expected to be knowledgeable about the extensive services offered by various offices and units across the campus, enabling them to provide appropriate guidance and make effective referrals. This critical service supports all categories of students, from prospective to current graduate and undergraduate students, ensuring they have the information needed for a successful academic journey at the University of Alberta.

Your Impact

As a Student Service Advisor, your work directly contributes to the positive experience of thousands of individuals engaging with the University of Alberta. You will be instrumental in guiding students through complex administrative processes and connecting them with vital campus resources, ensuring they feel supported and informed throughout their academic lifecycle. Your expertise in university policies and procedures will be crucial in providing accurate and timely assistance.

• Adheres to all legal and regulatory student advising requirements, including FOIPP legislation and University policies.
• Interprets policy, procedures, and programs as they pertain to students both current and prospective, specifically graduate, undergraduate, aboriginal, international, mature, and nontraditional students.
• Provides comprehensive advice to students, parents, faculties and school counselors in-person, via email and/or electronic communication tools (chats, instant messenger) and by telephone, regarding admission requirements, admission processes, residence and housing options, student records, FOIPP, fee assessment, financial aid and support, student awards, academic programs, registration, examinations, and convocation procedures.
• Provides one-on-one advising sessions to current and prospective students regarding program requirements, admission criteria and transfer requirements, including transfer credit information, requiring thorough knowledge of the UAlberta’s admission and transfer credit policies, including Alberta Council on Admissions and Transfer (ACAT).
• Uses knowledge of systems, policies, procedures, and exercises professional judgment to solve unusual or complex problems.
• Anticipates needs and proactively responds to requests, providing subject matter expertise, professional advice, and recommendations extending beyond a student’s initial request.
• Provides effective and appropriate referrals to other departments when necessary for problem resolution and services and ensures that students are provided with basic information about why they have been referred and the processes they will encounter. This requires extensive knowledge of other services provided on campus and how those services are administered and under what circumstances.
• Advises students of University of Alberta policies with respect to course withdrawal, examinations, academic standing, and fee assessment.
• In partnership with the National Recruitment division and the Campus Visit Program, participates in recruitment activities to advise prospective students, parents, school counselors and others of the current admission requirements and application.

Requirements

To excel in this Student Service Advisor role at the University of Alberta, candidates should possess a strong foundation in post-secondary education and significant experience within a university student services environment. The ideal candidate will demonstrate a comprehensive understanding of university operations and a commitment to supporting a diverse student body.

• A post-secondary degree in a related field (e.g., Adult Education, Management, Public Administration, Education, Leadership, Cognitive Psychology, or Psychology of Learning), along with a minimum of two to three years of directly related experience working in a university student services environment, is required. Equivalent combinations of related education and experience may be considered.
• Demonstrated ability to develop and maintain positive, professional, and collaborative working relationships with internal and external clients and stakeholders.
• Ability to work independently while contributing effectively as a collaborative team member and positive representative of the Student Service Centre and the University of Alberta.
• Ability to interact knowledgeably, respectfully, and effectively with diverse individuals representing a broad range of backgrounds, credentials, abilities, and literacy/language levels.
• Excellent verbal, written, and interpersonal communication skills, with exceptional attention to detail and accuracy.
• Excellent time management skills, with the proven ability to prioritize competing demands, manage multiple tasks, and meet deadlines in a fast-paced environment while maintaining a high level of accuracy.
• Strong analytical, organizational, and problem-solving skills, including the ability to assess issues and determine when escalation is appropriate.
• Ability to triage and appropriately refer students who are in distress while maintaining strict confidentiality and adhering to FOIP, records management protocols, UAPPOL, and other applicable University policies and legislation.
• Working knowledge of University of Alberta policies, processes, colleges, faculties, administrative units, and student services, including the Discrimination, Harassment, and Duty to Accommodate Policy, the Code of Student Behaviour, Helping Individuals at Risk, and FOIP.
• Proficiency with electronic records, databases, communication platforms, and learning management systems. Intermediate or higher proficiency with Microsoft 365, Google Workspace, and eClass (Moodle) is preferred.
• Experience using PeopleSoft Student Administration (Campus Solutions) is considered an asset.
• Demonstrated commitment to supporting the University of Alberta's values of diversity, equity, inclusion, accessibility, and belonging.

Why You'll Love It Here

Joining the University of Alberta means becoming part of a vibrant community dedicated to knowledge, innovation, and positive change. As a Student Service Advisor, you will have a meaningful influence on a fascinating cross-section of people, from students and community members to renowned researchers. The University of Alberta is committed to fostering an inclusive and accessible environment where everyone feels valued and supported.

The Office of the Registrar plays a key role in every aspect of the student experience, from recruitment to graduation and beyond, supporting the broader campus community. This position offers a comprehensive benefits package, reflecting the University's commitment to its employees. You will contribute to a workplace that prioritizes safety in all its forms, promoting a culture of belonging and respect within a leading Canadian university.