Applicant Services Support

University-of-Albert; Edmonton; Hybrid; CAD 42,000 - 64,000; Full time

Job summary

The University of Alberta is seeking an Applicant Services Support to assist applicants and support Student Service Advisors and recruitment staff. This hybrid role will work primarily at North Campus, Edmonton, and focus on admissions inquiries from current and prospective students.

You will interpret and apply admission policies for all applicant types and handle inquiries across phone, chat, email, and in-person channels.

Qualifications

• Expert in interpretation and application of admission policies and procedures for all types of applicants (high school, post-secondary, domestic, and international).

Responsibilities

• Provide excellent service to applicants to the University of Alberta and support the Student Service Advisors and recruitment staff as a key resource for admissions related questions from current and prospective students.
• Interpret and apply admission policies and procedures for all applicant types, including high school, post-secondary, domestic, and international.
• Handle inquiries from phone, chat, email, and in-person channels referred by the Student Service Centre, recruitment, faculty or other stakeholders.
• Proactively solve problems, make discretionary decisions to resolve most inquiries, and determine escalation needs as necessary.
• Make referrals to other campus services as needed to support applicants.

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.