About us:

The Client Services unit supports the admissions, financial aid and awards operations of Strategic Enrolment Management. Client Services has three main areas of operation: in-person enquiries, telephone enquiries, and email enquiries. The enquiry functions provide the first point of contact for many clients (e.g. prospective applicants, applicants, teachers and parents) – as well as for current students and internal university staff seeking information about all aspects of undergraduate admissions and general information regarding financial aid and student awards.

Your opportunity:

Under the supervision of the Assistant Registrar, Client Services, the Client Services Advisor responds to inbound enquiries related to admissions, financial aid, and awards by telephone and email. The incumbent provides detailed explanations of published guidelines and clarifies policies, processes, and procedures, referring non-standard, complex, or difficult queries directly to the Service Coordinator in Client Services. The incumbent acts as a resource supporting training and providing day-to-day on-site support. S/he responds to complaints and assesses if the complaint should be escalated to the supervisor.

The incumbent provides administrative support to the admission application process by reviewing applications submitted to determine completeness, and updates the status of applications in the admissions system and the applicant portal. The incumbent also supports other Strategic Enrolment Management activities through attendance at the Universities Fair and designated on- campus University Open Houses, as required.

**_Your responsibilities will include:

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• Acting as the first point of contact for general enquiries
• Providing detailed information on processes, policies, and procedures
• Providing detailed information regarding financial aid issues and financial awards
• Providing detailed information regarding admission requirements to prospective students and applicants
• Responding to enquiries within the defined scope of the role and redirecting as appropriate
• Troubleshooting and resolving routine issues
• Updating and maintaining database records
• Serving as a resource to others by providing (non-supervisory) administrative guidance

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Essential Qualifications:
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• Bachelor's Degree or acceptable combination of equivalent experience

• Minimum of two (2) years’ experience providing detailed explanations of policies and procedures related to admissions in a post-secondary educational institution

• Experience applying admissions policies, having a strong understanding of undergraduate and second-entry programs

• Excellent customer service skills with an orientation around tact and diplomacy in dealing with students and staff, with a diverse applicant population and, at times, upset or irate clients

• Familiarity with the university’s student information systems or with a comparable system

• Advanced computer skills must include word processing, creating and manipulating spreadsheets, navigating multiple websites and systems concurrently

• Excellent oral and written communication skills, interpersonal skills and organizational skills

• Ability to adapt to new procedures and changing conditions quickly and accurately, must be able to use independent judgment and discretion when responding to enquiries

• Ability to maintain composure under pressure

_Assets (Nonessential):
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• Experience working with education systems worldwide is an asset

• Experience with document management systems is an asset

_To be successful in this role, you will be:
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• Adaptable
• Approachable
• Communicator
• Multi-tasker
• Problem solver
• Team player