Applicant Services Support

University of Alberta Careers; Edmonton; Hybrid; CAD 45,000 - 60,000; Full time

Job summary

University of Alberta Careers is seeking an Applicant Services Support. This hybrid role combines remote work with in-person duties at North Campus, Edmonton, to serve applicants and support Student Service Advisors and recruitment staff.

The role focuses on interpreting admission policies for all applicant types, handling inquiries across phone, chat, email, and in-person channels, and directing referrals as needed to campus services. It may involve assisting with over 20,000 inquiries per year.

Job description

Location - This role is hybrid with a mix of remote and in-person. Work primarily takes place at North Campus, Edmonton.

The Applicant Services Support will be responsible for providing excellent service to applicants to the University of Alberta and supporting the Student Service Advisors and recruitment staff as a key resource for admissions related questions from current and prospective students.

The Applicant Services Support will be an expert in interpretation and application of admission policies and procedures for all types of applicants (high school, post-secondary, domestic, and international). The position supports all student inquiries received via all channels (phone, chat, email, in-person) referred to from the Student Service Centre, recruitment, faculty or other stakeholders. In a typical academic year, this could involve more than 20,000 inquiries.

The Applicant Services Support is accountable for proactive problem solving, discretionary decision making to resolve the majority of student inquiries and determines what type of escalation is needed as necessary. Inquiries may concern a broad range of issues regarding policies, procedures, or programs. Applicant Services Support will also need to be aware of other services offered across campus so they can make referrals as needed.