Academic Services Information Clerk

The University of British Columbia; Vancouver; On-site; CAD 51,000 - 54,000; Full time

Job summary

The University of British Columbia is seeking an Academic Services Information Clerk to support Admissions, Records, and Awards for 9,000 graduate students across programs. This leave-replacement role reports to SAS Managers, handling complex processes and contact with department heads, graduate advisors, and staff.

Responsibilities include admissions evaluation, records amendments, and providing information to students and staff, with emphasis on policy application and customer service in a

Qualifications

• Willingness to respect diverse perspectives, including perspectives in conflict with one’s own.
• Demonstrates a commitment to equity, diversity, and inclusion.

Responsibilities

• Admissions decisions based on detailed evaluation of recommendations for admission to Master’s and Doctoral programs.
• Monitors status and communicates with Graduate Programs regarding admission requirements.
• Generates acceptance letters with detailed admission and biographical data.
• Provides information and responds to inquiries via e-mail, telephone and at the front counter regarding Admissions, Records, Graduation and Awards.

Skills

Diversity & inclusion

Equity awareness

Education

High School graduate + 2-year diploma

3 years admin experience at UBC or equivalent

Tools

SynApps

Student Information Service Centre (SISC)

Job description

Staff - Union Job Category CUPE 2950 Job Profile CUPE 2950 Salaried - Student Info Support 4 (Gr7) Job Title Academic Services Information Clerk Department SAS Support 3 | Student Academic Services | Dean's Office, Faculty of Graduate and Postdoctoral Studies

Compensation Range $4,594.00 - $4,827.00 CAD Monthly

Posting End Date September 17, 2026

Note: Applications will be accepted until 11:59 PM on the Posting End Date.

Job End Date March 24, 2028

This is a leave replacement for a fixed term duration.

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students.

Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.

Job Description Summary

This is a multi-incumbent position along with the Sr. Information Clerk, each Information Clerk oversees an assigned portfolio. Responsible for complex Admissions, Records and Awards administration processes in the Faculty of Graduate and Postdoctoral Studies in support of 9,000 graduate students from over 140 (140) programs across UBC. Each Information Clerk is responsible for a portfolio of approx. 20% of this total. Information Clerks need to establish strong working relationships with their assigned programs. These positions serve as primary information / resource (content/knowledge) contacts for Department Heads, Graduate Advisors (faculty members), Graduate Program Staff, graduate students and prospective students. Responding to complex queries, providing advice, and making recommendations on the Policies and Procedures of the Faculty of Graduate and Postdoctoral Studies, including but not limited to: applications, evaluation of academic documents (from both foreign and domestic institutions), admission eligibility requirements, Records, Graduation and merit‑based Graduate Awards and Scholarships.

Organizational Status

These positions report to the Student Academic Support (SAS) Managers. They have ongoing, independent contact with the Director and Associate Director of Student Academic Support, Department Heads, Graduate Advisors, and Graduate Program Staff and students. Independently communicate and work with the Business and Systems Manager, Manager of Graduate Awards, Awards staff, other SAS support staff and Doctoral Examinations staff, as well as with staff from Enrolment Services, and Exchange Program Office.

Work Performed

Admissions 40%

1. Makes admissions decisions based on detailed evaluation of recommendations for admission to Master s and Doctoral programs from Graduate Programs. This includes detailed analysis of North American and international college and university undergraduate and graduate degree transcripts according to established guidelines to determine admission eligibility. Ensures Recommendation for Admission data and file are complete, checking for and requesting from Graduate Programs required documents such test scores, proof of immigration status, reference letters.
2. Forwards inadmissible decisions for admission with detailed rationale for their decision to the SAS Managers or Associate Director for secondary review to ensure consistency in application of policy across all portfolios. Responds to queries from students, who may be angry or upset, who have been denied admission on options to improve their chances for future admission.
3. Monitors status and communicates with Graduate Programs regarding nature of outstanding admission and graduation requirements on an ongoing basis. Upon receipt of required academic documents, updates Admission System to remove conditions of admission. Ensures that the final admission status is electronically triggered over to the SISC system.
4. Checks eligibility for UBC students requesting permission to attend Canadian and International universities on various student exchange agreements. Adjudicates applications from visiting students to UBC from other Canadian Universities on various exchange agreements.
5. Generates acceptance letters, providing detailed admission and biographical data.
6. Liaises with administrative staff at other academic institutions to facilitate student approvals for exchange/credit etc.

Records and Graduation 30%

1. Makes Records decision based on consistency with Policy or regulation when processing requests for amendments to graduate student records on Student Information Service Centre (SISC) (includes adding/dropping courses, change of grades, removal of registration blocks, minor financial correction of student fees, transfer of programs, transfer of credits, permission for graduate students to teach courses, leave of absence, extension of maximum time period in which to complete program, withdrawal, and reinstatement); Assigns SAS Secretary to generate records letters.
2. Forwards Records requests which fall outside Policy to SAS Managers with summary and rationale for review and action. Advises Department Head, Graduate Advisor or Graduate Secretary on the rationale based on the Policy for decline of request.
3. Evaluates applications for graduation based on established graduation requirements.
4. Reviews standard student progress reports to identify students whose performance falls below minimum standards and inform academic Graduate Programs accordingly. Advises Department Head, Graduate Advisor or Graduate Secretary regarding need to submit academic recommendations.
5. Participate in planning and development of procedures related to administration of maintaining records.

Awards 10%

1. Reviews, checks for completeness, accuracy and for eligibility according to NSERC/SSHRC regulations all applications for these various externally funded award competitions. This is a deadline driven process and timely response/follow-up is required. Tasks include checking for transcripts, meets eligibility requirements, accurately completed application forms etc. follows up with submitting Graduate Programs for missing or incomplete information.
2. Reviews and checks eligibility of Graduate Award Recommendations for 4-Year Fellowships. This is a deadline driven process and timely response/follow-up is required.
3. Provides information and responds to inquiries via e‑mail, the telephone and at the front counter regarding routine and non‑routine graduate awards and funding opportunities.

Front Counter Information 15%

1. Provides information and responds to complex inquiries and requests (from UBC faculty, staff, including Department Heads, Graduate Advisors and Graduate Staff, students; prospective students, other universities and the general public) on the telephone, via mail, e‑mail and at the front counter (up to 25 hrs. per month) on general information and specific complex questions regarding Application, Admissions, Records, Graduation and Merit‑based Awards, based on established policies and regulations from Faculty of Graduate and Postdoctoral Studies Policies and Procedures manual, UBC Calendar and G+PS web site. Performs other related duties in keeping with the qualifications and skill‑set of the job.

Consequence of Error/Judgement

This position has responsibility for identifying the Policy or guideline, which addresses the issue at hand, and accurately communicating that policy or guideline information to UBC faculty (Department Heads, Graduate Advisors), staff (Graduate Secretaries), students, prospective students, or the general public. Decisions are based on a thorough knowledge and accurate interpretation of information contained in various resources including the Faculty of Graduate and Postdoctoral Studies Policies and Procedures, Faculty of Graduate and Postdoctoral Studies web site, UBC calendar, UBC Registration Guide, Admissions Manual, Records Manual, and Student Academic Services Questions and Answers. Extraordinary issues are referred to the SAS Managers, Assistant Dean, Director, Associate Director or Associate Dean with recommendations for solution or action. Errors in decision/or information provided could impede the academic progress of a student, cause adverse relations with students, faculty and staff, and incorrect procedures performed can cause acceptance implications, incorrect tuition fee assessments, course credits calculations, or delays for students. Any errors and/or omissions in judgment could seriously undermine the roles, responsibilities and effectiveness of The Dean and/or The Faculty of Graduate and Postdoctoral Studies.

Supervision Received

Works independently under minimal supervision of SAS Managers, conferring regularly with the Director and Associate Director.

Supervision Given

Assists with the training of and occasionally oversees work of new clerical and secretarial staff (new full time employees, temporary staff & Work-Study students). Has functional supervision responsibility over the SAS Secretary on processing of admissions and records letters, and Academic Support Assistant on processing of applications and fees.

Minimum Qualifications

• Willingness to respect diverse perspectives, including perspectives in conflict with one’s own
• Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications

• High School graduation and two year post-secondary diploma andpreferably in a university setting or the equivalent in education and experience. 4 years related experience or the equivalent combination of education and experience.
• Or three years of relevant UBC experience in administrative, systems and procedures.
• Knowledge of UBC Graduate programs and requirements for admission to Graduate Programs.
• Knowledge of university admissions processes and procedures.
• Thorough knowledge of academic terminology and Graduate Studies.
• Ability to read and understand North American transcripts and international academic records.
• Ability to read, understand and apply policies appropriately.
• Ability to work well with others in a team environment and to deal effectively with faculty, staff, students and the general public.
• Attention to detail, ensuring accuracy.
• Ability to work under pressure to meet strict deadlines and handle heavy volumes during peak periods.
• Intermediate level in word processing, spreadsheet, e‑mail software and Internet navigation skills.
• Ability to use systems such as SynApps, and the Student Information Service Centre (SISC).
• Ability to deal effectively with people who are irate, frustrated, or upset.
• Typing Speed 50 wpm.
• Ability to exercise utmost tact and discretion, to understand and comply with the Freedom of Information and Protection of Privacy Act and University policies and procedures.
• Strong analytical skills and ability to use good judgement.
• Excellent oral communication skills in English.
• Ability to communicate sensitively in cross-cultural situations.
• Ability to communicate politely, clearly, and effectively.
• Ability to articulate and interpret issues, guidelines or policies from one party to others clearly and without error.

The University of British Columbia is a global centre for research and teaching, consistently ranked among the top 20 public universities globally. A large part of what makes us unique is the community of engaged students, faculty, and staff who are collectively committed to shaping a better world. Recognized as a leading employer in British Columbia and Canada, UBC supports inspired students, faculty and staff on their journey of discovery, and challenges them to realize their greatest potential. New ideas, changing infrastructure, innovative technology, and fresh approaches are opening up possibilities for the future of research, teaching, and work. Are you ready to embrace the future together? Equity and diversity are essential to academic excellence. An open and diverse community fosters the inclusion of voices that have been underrepresented or discouraged. We encourage applications from members of groups that have been marginalized on any grounds enumerated under the B.C. Human Rights Code, including sex, sexual orientation, gender identity or expression, racialization, disability, political belief, religion, marital or family status, age, and/or status as a First Nation, Metis, Inuit, and/or Indigenous person. All qualified candidates are encouraged to apply; however Canadians and permanent residents will be given priority. If you have any accommodation or accessibility needs during the job application process, please contact the Centre for Workplace Accessibility at [e-mail].