Enrolment Services Advisor - Subject Matter Expert
About the role
We would like to take this opportunity to acknowledge the traditional territories of the people of the Treaty 7 region in Southern Alberta.
The City of Calgary is also home to Métis Nation of Alberta, Districts 5 and 6.
Description
Enrolment Services in the Office of the Registrar is currently seeking a Full-time Regular Enrolment Services Advisor - Subject Matter Expert.
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: 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.
Summary of Key Responsibilities (job functions include but are not limited to):
This role serves two main purposes. The primary purpose of this position is to provide accurate, supportive and positive student advising which is approximately 75% of the Enrolment Services Advisor 2 role that is dedicated to client-facing (in-person or phone) advising/administrative interactions. The secondary element to this role is to support a key body of work (being a "Subject Matter Expert") in both supporting the functions as well as presenting and integrating the enrolment services lens in that body of work through meetings, projects, etc.
Main Advising Operations
Advising: 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: admission and enrolment requirements, fee schedule and payments, financial Aid student loans and awards.
- 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.
- Provide troubleshooting support for student course registration.
- Provide appropriate advising/referrals when required.
- Follow established procedures and protocols for supporting student appeals, escalating registration issues, and processes related to course registration.
- Advise students about all aspects of their student financial account including charges/fee assessments, payments, credits, debits, refunds, etc. Ability to synthesize and explain all components of a student's financial account. Ability to provide referrals where appropriate.
- Troubleshoot and advise on processes related to government student loans including loan confirmations, remittance, amendments and loan compliance.
- Where required, collaborate with internal specialists or external government agencies to inquire about funding eligibility, loan tracking and changes to circumstances impacting student accounts.
- Support other duties/advising initiatives as assigned.
Proactive Advising and Support
- Develop an area of subject matter expertise as it relates to the key portfolio areas of the unit (registration, student financial support, fees and conversion, student record and convocation).
- Mentor/Coach SPA1 Advisors with key messaging, support responding to questions related to area of subject matter expertise.
- Maintain foundational advising knowledge as well as specialized knowledge related to area of subject matter expertise. Act as the internal team liaison for matters related.
- Act as the lead for new staff training as well as regular training and updates for the team as related to area of subject matter expertise.
- Independently review and make recommendations for enhancements to website, student communication, policies, procedures, etc as related to area of subject matter expertise.
- Creation and maintenance of documentation that supports training and outlines team processes and procedures related to area of subject matter expertise.
- Perform other tasks and duties as assigned related to area of subject matter expertise.
Administrative Support
- Supporting Electronic document management system: Synergize.
- Process Service Requests. Take lead on complex Service Requests within key portfolio of unit.
- Ensure that all documentation related to a student's registration is accurately processed as required and appropriate documents are electronically filed and documented.
- Maintain administrative schedule independently to support area of subject matter expertise.
- Perform related tasks & duties, including presentation preparation, scheduling meetings, task-based assignments, training documentation or other duties as assigned.
Main Subject Matter Expert Operations
- Drive and support internal process enhancements.
- Create content based on SME portfolio to enhance the student experience and understanding (Web Updates, How to Guides, Job Aides, En Masse ES Sessions).
- Integrate with SME portfolio to support the work and enhance dual understanding of unit interconnectedness.
- Support SME portfolio functions.
- Contribute to a consistent training model so Advisors have the tools they need to feel informed and empowered (Train new Advisors and support staff and Drive refresher content for team based on time of year and deadlines).
- Support training of faculty advisors on ES Operations relating to registration, fees, and the student record.
- Attend meetings, presentation, workshops, etc related to area of expertise.
- Report back to the team as needed.
- Perform specialized duties related to the area of subject matter expertise in support of the student cycle.
Qualifications / Requirements:
- A bachelor's degree (or higher) in a related field.
- A minimum 4 years directly related experience in an advisory role. Must demonstrate examples of utilizing judgment within capacity of the role.
- A minimum 2 year experience working in a registrars' office.
- Demonstrated experience working in an environment with peak periods and a high volume of inquiries.
- Comprehensive knowledge and understanding working with Peoplesoft (student administration); Banner or similar student administration systems is required.
- Experience utilizing and upholding calendar regulation & policy as it relates to student/client inquiries.
- Comprehensive knowledge of university policies, procedures, degree programs, structure, and services.
- Experience utilizing call centre and CRM technology is required.
- Experience investigating and troubleshooting financial accounts and with payment cashiering is required.
- Highly developed communication skills (both written and verbal), strong listening skills and the ability to probe for additional details is required.
- Experience explaining/resolving complex client inquiries would be an asset.
- Proven ability to adopt a functional leadership role within the team. Demonstrated ability to take initiative and follow through on tasks and accountabilities independently.
- Independent critical thinker with the ability to troubleshoot and problem solve utilizing critical thinking skills.
- Demonstrated proficiency using Microsoft Office applications (word, excel, powerpoint), Microsoft Outlook, internet browsers and web-based portals.
- Ability to readily learn & adapt to new technologies is required.
- Demonstrated personal coping strategies, including the ability to manage stress levels that are moderate to high based on volume & demand.
Application Deadline: September 6, 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 Specialist/Advisor Job Family, Phase 2.
For a listing of all management and staff opportunities at the University of Calgary, view our [Management and Staff Careers website](https://careers.ucalgary.ca/search/jobs?q=&ns_job_type_page=management- and- staff&cf%5Bjobfamily%5D%5B%5D=ASA&cf%5Bjobfamily%5D%5B%5D=FIN&cf%5Bjobfamily%5D%5B%5D=HRL&cf%5Bjobfamily%5D%5B%5D=HRS&cf%5Bjobfamily%5D%5B%5D=INT&cf%5Bjobfamily%5D%5B%5D=LBS&cf%5Bjobfamily%5D%5B%5D=MGT&cf%5Bjobfamily%5D%5B%5D=PRO&cf%5Bjobfamily%5D%5B%5D=RSS&cf%5Bjobfamily%5D%5B%5D=SKT&cf%5Bjobfamily%5D%5B%5D=SLT&cf%5Bjobfamily%5D%5B%5D=STU&cf%5Bjobfamily%5D%5B%5D=TEC&ns_faculty_unit_page=).
About the University of Calgary
UCalgary is Canada's entrepreneurial university, located in Canada's most enteprising city. It is a top research university and one of the highest- ranked universities of its age. Founded in 1966, its 36,000 students experience an innovative learning environment, made rich by research, hands-on experiences and entrepreneurial thinking. It is [Canada's leader in the creation of start-ups](https://ucalgary.ca/news/ucalgary-top-startup-creator- amongst-research-institutions-canada). Start something today at the University of Calgary. For more information, visit ucalgary.ca.
The University of Calgary has launched an institution-wide Indigenous Strategy committing to creating a rich, vibrant, and culturally competent campus that welcomes and supports Indigenous Peoples, encourages Indigenous community partnerships, is inclusive of Indigenous perspectives in all that we do.
As an equitable and inclusive employer, the University of Calgary recognizes that a diverse staff/faculty benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers that have been historically encountered by some people in our society. We strive to recruit individuals who will further enhance our diversity and will support their academic and professional success while they are here. In particular, we encourage members of the designated groups (women, Indigenous peoples, persons with disabilities, members of visible/racialized minorities, and diverse sexual orientation and gender identities) to apply. To ensure a fair and equitable assessment, we offer accommodation at any stage during the recruitment process to applicants with disabilities. Questions regarding [diversity] EDI at UCalgary can be sent to the[ Office of Institutional Commitments](https://www.ucalgary.ca/provost/strategic-initiatives/office- institutional-commitments) (equity@ucalgary.ca ) and requests for accommodations can be sent to Human Resources (hrhire@ucalgary.ca ).
_Do you have most but not all the qualifications? Research show that women, racialized and visible minorities, and persons with disabilities are less likely to apply for jobs unless they meet every single qualification. At UCalgary we are committed to achieving equitable, diverse, inclusive and accessible employment practices and workplaces and encourage you to apply if you believe you are right for this role. _
We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.
About University of Calgary
The University of Calgary is a leading Canadian university located in the nation's most enterprising city. The university has a clear strategic direction to become one of Canada's top five research universities, where research and innovative teaching go hand in hand, and where we fully engage the communities we both serve and lead. This strategy is called Eyes High, inspired by the university's Gaelic motto, which translates as 'I will lift up my eyes.’
Enrolment Services Advisor - Subject Matter Expert
About the role
We would like to take this opportunity to acknowledge the traditional territories of the people of the Treaty 7 region in Southern Alberta.
The City of Calgary is also home to Métis Nation of Alberta, Districts 5 and 6.
Description
Enrolment Services in the Office of the Registrar is currently seeking a Full-time Regular Enrolment Services Advisor - Subject Matter Expert.
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: 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.
Summary of Key Responsibilities (job functions include but are not limited to):
This role serves two main purposes. The primary purpose of this position is to provide accurate, supportive and positive student advising which is approximately 75% of the Enrolment Services Advisor 2 role that is dedicated to client-facing (in-person or phone) advising/administrative interactions. The secondary element to this role is to support a key body of work (being a "Subject Matter Expert") in both supporting the functions as well as presenting and integrating the enrolment services lens in that body of work through meetings, projects, etc.
Main Advising Operations
Advising: 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: admission and enrolment requirements, fee schedule and payments, financial Aid student loans and awards.
- 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.
- Provide troubleshooting support for student course registration.
- Provide appropriate advising/referrals when required.
- Follow established procedures and protocols for supporting student appeals, escalating registration issues, and processes related to course registration.
- Advise students about all aspects of their student financial account including charges/fee assessments, payments, credits, debits, refunds, etc. Ability to synthesize and explain all components of a student's financial account. Ability to provide referrals where appropriate.
- Troubleshoot and advise on processes related to government student loans including loan confirmations, remittance, amendments and loan compliance.
- Where required, collaborate with internal specialists or external government agencies to inquire about funding eligibility, loan tracking and changes to circumstances impacting student accounts.
- Support other duties/advising initiatives as assigned.
Proactive Advising and Support
- Develop an area of subject matter expertise as it relates to the key portfolio areas of the unit (registration, student financial support, fees and conversion, student record and convocation).
- Mentor/Coach SPA1 Advisors with key messaging, support responding to questions related to area of subject matter expertise.
- Maintain foundational advising knowledge as well as specialized knowledge related to area of subject matter expertise. Act as the internal team liaison for matters related.
- Act as the lead for new staff training as well as regular training and updates for the team as related to area of subject matter expertise.
- Independently review and make recommendations for enhancements to website, student communication, policies, procedures, etc as related to area of subject matter expertise.
- Creation and maintenance of documentation that supports training and outlines team processes and procedures related to area of subject matter expertise.
- Perform other tasks and duties as assigned related to area of subject matter expertise.
Administrative Support
- Supporting Electronic document management system: Synergize.
- Process Service Requests. Take lead on complex Service Requests within key portfolio of unit.
- Ensure that all documentation related to a student's registration is accurately processed as required and appropriate documents are electronically filed and documented.
- Maintain administrative schedule independently to support area of subject matter expertise.
- Perform related tasks & duties, including presentation preparation, scheduling meetings, task-based assignments, training documentation or other duties as assigned.
Main Subject Matter Expert Operations
- Drive and support internal process enhancements.
- Create content based on SME portfolio to enhance the student experience and understanding (Web Updates, How to Guides, Job Aides, En Masse ES Sessions).
- Integrate with SME portfolio to support the work and enhance dual understanding of unit interconnectedness.
- Support SME portfolio functions.
- Contribute to a consistent training model so Advisors have the tools they need to feel informed and empowered (Train new Advisors and support staff and Drive refresher content for team based on time of year and deadlines).
- Support training of faculty advisors on ES Operations relating to registration, fees, and the student record.
- Attend meetings, presentation, workshops, etc related to area of expertise.
- Report back to the team as needed.
- Perform specialized duties related to the area of subject matter expertise in support of the student cycle.
Qualifications / Requirements:
- A bachelor's degree (or higher) in a related field.
- A minimum 4 years directly related experience in an advisory role. Must demonstrate examples of utilizing judgment within capacity of the role.
- A minimum 2 year experience working in a registrars' office.
- Demonstrated experience working in an environment with peak periods and a high volume of inquiries.
- Comprehensive knowledge and understanding working with Peoplesoft (student administration); Banner or similar student administration systems is required.
- Experience utilizing and upholding calendar regulation & policy as it relates to student/client inquiries.
- Comprehensive knowledge of university policies, procedures, degree programs, structure, and services.
- Experience utilizing call centre and CRM technology is required.
- Experience investigating and troubleshooting financial accounts and with payment cashiering is required.
- Highly developed communication skills (both written and verbal), strong listening skills and the ability to probe for additional details is required.
- Experience explaining/resolving complex client inquiries would be an asset.
- Proven ability to adopt a functional leadership role within the team. Demonstrated ability to take initiative and follow through on tasks and accountabilities independently.
- Independent critical thinker with the ability to troubleshoot and problem solve utilizing critical thinking skills.
- Demonstrated proficiency using Microsoft Office applications (word, excel, powerpoint), Microsoft Outlook, internet browsers and web-based portals.
- Ability to readily learn & adapt to new technologies is required.
- Demonstrated personal coping strategies, including the ability to manage stress levels that are moderate to high based on volume & demand.
Application Deadline: September 6, 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 Specialist/Advisor Job Family, Phase 2.
For a listing of all management and staff opportunities at the University of Calgary, view our [Management and Staff Careers website](https://careers.ucalgary.ca/search/jobs?q=&ns_job_type_page=management- and- staff&cf%5Bjobfamily%5D%5B%5D=ASA&cf%5Bjobfamily%5D%5B%5D=FIN&cf%5Bjobfamily%5D%5B%5D=HRL&cf%5Bjobfamily%5D%5B%5D=HRS&cf%5Bjobfamily%5D%5B%5D=INT&cf%5Bjobfamily%5D%5B%5D=LBS&cf%5Bjobfamily%5D%5B%5D=MGT&cf%5Bjobfamily%5D%5B%5D=PRO&cf%5Bjobfamily%5D%5B%5D=RSS&cf%5Bjobfamily%5D%5B%5D=SKT&cf%5Bjobfamily%5D%5B%5D=SLT&cf%5Bjobfamily%5D%5B%5D=STU&cf%5Bjobfamily%5D%5B%5D=TEC&ns_faculty_unit_page=).
About the University of Calgary
UCalgary is Canada's entrepreneurial university, located in Canada's most enteprising city. It is a top research university and one of the highest- ranked universities of its age. Founded in 1966, its 36,000 students experience an innovative learning environment, made rich by research, hands-on experiences and entrepreneurial thinking. It is [Canada's leader in the creation of start-ups](https://ucalgary.ca/news/ucalgary-top-startup-creator- amongst-research-institutions-canada). Start something today at the University of Calgary. For more information, visit ucalgary.ca.
The University of Calgary has launched an institution-wide Indigenous Strategy committing to creating a rich, vibrant, and culturally competent campus that welcomes and supports Indigenous Peoples, encourages Indigenous community partnerships, is inclusive of Indigenous perspectives in all that we do.
As an equitable and inclusive employer, the University of Calgary recognizes that a diverse staff/faculty benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers that have been historically encountered by some people in our society. We strive to recruit individuals who will further enhance our diversity and will support their academic and professional success while they are here. In particular, we encourage members of the designated groups (women, Indigenous peoples, persons with disabilities, members of visible/racialized minorities, and diverse sexual orientation and gender identities) to apply. To ensure a fair and equitable assessment, we offer accommodation at any stage during the recruitment process to applicants with disabilities. Questions regarding [diversity] EDI at UCalgary can be sent to the[ Office of Institutional Commitments](https://www.ucalgary.ca/provost/strategic-initiatives/office- institutional-commitments) (equity@ucalgary.ca ) and requests for accommodations can be sent to Human Resources (hrhire@ucalgary.ca ).
_Do you have most but not all the qualifications? Research show that women, racialized and visible minorities, and persons with disabilities are less likely to apply for jobs unless they meet every single qualification. At UCalgary we are committed to achieving equitable, diverse, inclusive and accessible employment practices and workplaces and encourage you to apply if you believe you are right for this role. _
We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.
About University of Calgary
The University of Calgary is a leading Canadian university located in the nation's most enterprising city. The university has a clear strategic direction to become one of Canada's top five research universities, where research and innovative teaching go hand in hand, and where we fully engage the communities we both serve and lead. This strategy is called Eyes High, inspired by the university's Gaelic motto, which translates as 'I will lift up my eyes.’