Client Services Advisor

University of Toronto; Toronto; On-site; CAD 68,000 - 87,000; Full time

Job summary

University of Toronto is seeking a Client Services Advisor to respond to admissions and awards inquiries across campuses. You will assist students in-person, by phone, and email, providing clear information on policies and procedures while maintaining confidentiality.

The role requires teamwork, accuracy, and professional, student-centred service. Under supervision, you will navigate multiple systems (Slate, ROSI, HUB) and support training and daily operations.

Qualifications

• Bachelor's Degree or equivalent experience required.
• Minimum 2 years' experience explaining admissions policies in post-secondary education.
• Experience with university student information systems (Slate, HUB, ROSI).
• Knowledge of admissions and awards processes and university policies.
• Ability to handle confidential information and ensure privacy.

Responsibilities

• Serve as the first point of contact for admission and awards enquiries.
• Provide detailed information on processes, policies, and procedures.
• Handle routine enquiries and redirect complex ones to appropriate teams.
• Maintain accuracy of database records and application statuses.
• Assist colleagues with training and day-to-day operational support.
• Respond to complaints and determine escalation needs.
• Support admissions applications by reviewing submissions and supporting documents.

Skills

Customer service

Communication

Multitasking

Adaptability

Composure under pressure

Education

Bachelor's Degree or equivalent experience

Tools

Slate

HUB applications

ROSI

Job description

Description:

The Client Services unit supports the admissions, financial aid and awards operations of Strategic Enrolment Management. Client Services has 3 main areas of operations itself: in-person enquiry, telephone enquiry, and email enquiry. The enquiry functions provide the first point of contact for many clients (e.g., prospective applicants, applicants, teachers and parents) – as well as current students and internal university staff seeking information about all aspects of undergraduate admissions, financial aid and student awards.

About us:

The Client Services unit supports the admissions, financial aid and awards operations of Strategic Enrolment Management. Client Services has 3 main areas of operations itself: in-person enquiry, telephone enquiry, and email enquiry. The enquiry functions provide the first point of contact for many clients (e.g., prospective applicants, applicants, teachers and parents) – as well as current students and internal university staff seeking information about all aspects of undergraduate admissions, financial aid and student awards.

Your opportunity:

Under the supervision of the Assistant Registrar, Client Services, the Client Services Advisor responds to Admission and Awards enquiries from students across all three campuses through in-person, telephone, and email interactions. Working in-person within a busy, high-volume service environment and as part of a small collaborative team, the incumbent is expected to be reliable, resourceful, adaptable, and committed to providing professional and student-centred service.

The incumbent provides detailed information regarding admissions and awards guidelines, policies, processes, and procedures, and refers non-standard, difficult, or complex enquiries to the appropriate service area coordinator. Using Slate, ROSI, internal University Registrar's Office HUB applications, and other service area applications. The incumbent supports students in navigate complex processes while ensuring communication is clear, accurate, empathetic, and professional. The role requires the ability to communicate difficult or unfavourable information with sensitivity, confidence, and consistency.

The incumbent also acts as a resource to colleagues by supporting training and providing day-to-day operational support. In addition, the incumbent responds to complaints, assesses whether escalation is required, and contributes to maintaining a positive and respectful client service environment.

The role also provides administrative support to the admissions application process by reviewing submitted applications and supporting documents for completeness and updating application statuses within university systems and portals.

Your responsibilities will include:

• Acting as the first point of contact for admission and awards enquiries
• Providing detailed information on processes, policies, and procedures
• Providing detailed information regarding admission and awards issues including processing
• Responding to enquiries within the defined scope of the role and redirecting as appropriate
• Troubleshooting and resolving routine issues
• Updating and maintaining database records
• Serving as a resource to others by providing (non-supervisory) administrative guidance

Essential Qualifications:

• Bachelor's Degree or acceptable combination of equivalent experience
• Minimum of two (2) years’ experience providing detailed explanation of policies and procedures related to admissions in a post-secondary educational institution, and or other programs
• Experience working with university student information systems, includingSlate, HUB applications, and ROSI.
• Demonstrated experience applying admissions and awards process, with strong knowledge of the University policies and procedures.
• Demonstrated ability to work with confidential information and to ensure privacy of student information is maintained at all times
• Excellent customer service skills with an orientation around tact and diplomacy in dealing with students and staff, with a diverse applicant population and, at times, upset or irate clients
• Advanced computer skills must include word processing, creating and manipulating spreadsheets, navigating multiple websites and systems concurrently
• Excellent oral and written communication skills, interpersonal skills and organizational skills
• Ability to adapt to new procedures and changing conditions quickly and accurately, must be able to use independent judgment and discretion when responding to enquiries
• Ability to maintain composure under pressure

Assets (Nonessential):

• Knowledge of post-secondary institutions and an understanding of the functions and services provided by related offices and departments.
• Experience working with post-secondary education applications is an asset
• Experience with document management systems an asset
• Knowledge of government and institutional financial aid programs

To be successful in this role you will be:

• Adaptable
• Approachable
• Multi-tasker
• Team player

Closing Date:

08/28/2026, 11:59PM ET

Employee Group:

USW

Appointment Type:

Budget - Continuing

Schedule:

Full-Time

Pay Scale Group & Hiring Zone:

USW Pay Band 09 -- $67,916. with an annual step progression to a maximum of $86,855. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.

Job Category:

Administrative / Managerial

Recruiter:

Fiona Chan

Lived Experience Statement

Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position.

Job descriptions are available upon request for internal applicants.

Diversity Statement

The University of Toronto embraces Diversity and is building aculture of belonging that increases our capacity to effectivelyaddress and serve the interests of our global community. Westrongly encourage applications from Indigenous Peoples,Black and racialized persons, women, persons withdisabilities, and people of diverse sexual and gender identities.We value applicants who have demonstrated a commitment toequity, diversity and inclusion and recognize that diverseperspectives, experiences, and expertise are essential tostrengthening our academic mission.

As part of your application, you will be asked to complete a brief Diversity Survey. This survey is voluntary. Any information directly related to you is confidential and cannot be accessed by search committees or human resources staff. Results will be aggregated for institutional planning purposes. For more information, please seehttp://uoft.me/UP .

Accessibility Statement

The University strives to be an equitable and inclusive community, and proactively seeks to increase diversity among its community members. Our values regarding equity and diversity are linked with our unwavering commitment to excellence in the pursuit of our academic mission.

The University is committed to the principles of the Accessibility for Ontarians with Disabilities Act (AODA). As such, we strive to make our recruitment, assessment and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities.

If you require any accommodations at any point during the application and hiring process, please [e-mail] .