Description

Ops & IS Services within UCalgary Continuing Education is currently seeking a Full-time Temporary Relief Position Title for approximately 12 months.

The Program Information Coordinator is critical to the success of students and the financial goals of the organization. This position reports to the Service Delivery Manager with the Lead, Student Services providing day-to-day support. The Student Services team works closely with Program Managers and Program Coordinators in a cross-functional team environment.

The ability to provide exceptional customer service, have high attention to detail, multi-task, work in a collaborative environment, communicate effectively and handle a high volume of work during peak periods is essential to this position. This role will be in person, 5 days a week, at the Downtown Campus.

Summary of Key Responsibilities (job functions include but are not limited to):

Student Advising

• Meet and exceed customer service standards set within UCCE
• Be the immediate point of contact for student inquiries via phone, emails, and in-person
• Provide information and assistance on admissions, program requirements, graduation, course planning, costs, and other general student questions
• Conduct in-person advising appointments whether scheduled in advance or as walk-ins
• Advise students of existing policies, programs, predetermined rules and guidelines regarding registration, transfers of and withdrawals from courses and programs
• Advise International Students on admission requirements, English Language proficiency, and reviewing the documents students must provide to complete their application to Continuing Education programs
• Guides and refers International Students on topics such as housing and accommodations, arriving in Canada, and benefits such as insurance, the University of Calgary unicard, and Active Living.
• Advise students on market and career trends as they relate to UCCE programming
• Promote self-serve, but when required, coach and guide students through the process to set up their student profile and access self-serve features in the UCCE Registration System
• Clearly articulate the benefits and unique selling proposition of UCCE courses and programs of study
• Process registrations
• Process transfers and withdrawals as per established process and procedures
• Refer students to external resources when appropriate

Admissions

• Verify certificate admissions requirements are met
• Assist students in applying to a credentialed program and add student to a credentialed program
• Complete advanced standing application approvals based on an Approved Equivalent Courses list; maintains the list of Approved Equivalent Courses for Advanced Standing
• Update student records on account of Advanced Standing/Waived Prerequisite Course(s)
• Contact students regarding graduate applications; update student profiles as needed; share opportunities for further studies
• Determine students' eligibility to graduate

Information Systems and Records Management

• Contribute to internal resources and systems so answers to all student questions are easily referenced
• Respond to requests for course outlines and tax receipts
• Ensure student data and information is entered into the UCCE Registration System to create complete and accurate student records which follows the University's Freedom of Information and Protection of Privacy policy and the applicable Record Retention rule
• Track data and prepare reports as required

Administrative Support

• Records management in compliance with University policy (i.e. retention and destruction).
• Participate in regular team meetings
• Provide support for team voicemail, email, tasks and online inquiries
• Provide input to internal stakeholders to ensure clear and accurate information about our programs and courses is available on the Continuing Education web site
• Provide back-up support and coverage within the service delivery team
• Provide reception coverage
• Other administrative duties as assigned

Qualifications / Requirements:

• Completion of a level of education equal to a two-year post-secondary Advising certificate or diploma program is required
• A four-year undergraduate university degree is preferred
• 2 years' experience working in an office setting is required; a post-secondary environment is preferred
•  2 years' full-time experience working in a customer centred setting
• Proven ability to apply active listening skills in a student advising setting
• Proven ability to clearly and concisely disseminate various admission/application requirements in email communication to students, including those whose first language is not English
• Minimum one (1) year full-time working experience with the following is required:
  • Advising international students regarding programming targeted to newcomers to Canada
  • Familiarity with policy and procedures around Post Graduate Work Permits and Study Visas
  • Supporting international students pre- and post-arrival to Canada
  • Using a web-based student registration system required; Destiny One experience preferred
  • Using call centre software; PureCloud experience preferred
  • Working within a diverse, student-focused environment
• Demonstrated ability to work collaboratively within a team environment
• Excellent written and verbal communication skills and proven ability to adapt communication style for different modes including live chat, email, phone, and in-person
• Ability to demonstrate active listening skills
• Ability to communicate effectively in individual and group situations
• Proven ability to exercise tact and discretion in dealing with confidential and sensitive matters
• Ability to communicate information clearly and in alignment with policy, processes and the larger team
• Proven ability to understand and nurture diversity in the workplace
• Ability to provide effective advice, information and assistance to a wide range of clients
• Ability to respond to difficult or demanding customers with tact
• Ability to enforce rules with calmness, firmness, tact, and fairness
• Strong time management, organizational skills, and attention to detail
• Positive attitude and a positive approach to problem-solving
• Strong working knowledge of Microsoft Professional Office (Word, Excel, Outlook) with 2 years working experience using a shared email account, including developing and using quick parts, triaging incoming emails, and following a shared filing system

Application Deadline:  August 20, 2025

We would like to thank all applicants in advance for submitting their resumes. Please note, only those candidates chosen to continue on through the selection process will be contacted.

This position is part of the AUPE bargaining unit, and falls under the Operational/Administrative Job Family, Phase 2.