Enrolment Services Advisor

University of Calgary; Calgary; On-site; CAD 50,000 - 65,000; Full time

Job summary

The University of Calgary’s Enrolment Services Team is seeking a Full-time Enrolment Services Advisor to support over 85,000 inquiries annually. You will advise on admission, registration, fees, financial aid, student loans, awards, transcripts and convocation, ensuring policy compliance and high-quality student service.

Reporting to the Manager, Enrolment Services Operations, you will work 35 hours per week, Monday to Friday, with overtime during peak periods (August, September, January) and

Qualifications

• A post-secondary credential (certificate, diploma, degree) in a related field is required. Preference will be given to candidates who possess a bachelor's degree or higher-level qualification.
• A minimum of 3 years of directly related experience in an advisory role.
• Must demonstrate examples of utilizing judgment within the capacity of the role.
• A minimum of 1 year of experience working in a post-secondary registrar's office.
• Experience with peak periods and high volumes of inquiries.
• Experience with PeopleSoft (student administration), Banner, or similar systems.
• Experience using calendar regulation & policy related to inquiries.
• Experience in call centre and CRM technology is required.
• Experience in troubleshooting financial accounts and payment cashiering.

Responsibilities

• Advise students on admission, registration, fees, financial aid, loans, awards, and official student records.
• Refer to the university calendar for policies and regulations.
• Provide quality service, support the team, and identify service improvements.
• Troubleshoot student course registration and provide referrals when needed.
• Follow procedures for student appeals and registration issues.
• Explain components of a student’s financial account and resolve inquiries.
• Collaborate with internal specialists or external agencies about funding eligibility and loan changes.
• Develop expertise in fees, registration, and financial aid areas.
• Lead training for new staff and updates for the team.
• Attend meetings and contribute to continuous improvement.

Skills

Communication

Advising

Problem solving

Customer service

Stress management

Education

Post-secondary credential

Bachelor's degree preferred

Tools

PeopleSoft

Banner

CRM systems

Microsoft Office

Synergize

Job description

Description

The Enrolment Services Team in the Office of the Registrar is currently seeking a Full-time Regular Enrolment Services Advisor.

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 admission, 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 regulations, policy, and 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):

ADVISING

• Admission, Registration, Financial Aid, Fees, Awards, and 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.
• Develop an area of subject matter expertise as it relates to the key portfolio areas of the unit (fees, registration, and financial aid).
• Maintain foundational advising knowledge as well as specialized knowledge related to the area of subject matter expertise. Act as the internal team liaison for matters related.
• Perform specialized duties related to the area of subject matter expertise in support of the student cycle.
• Act as the lead for new staff training as well as regular training and updates for the team as related to the area of subject matter expertise.
• Attend meetings, presentations, workshops, etc., related to the area of expertise.
• Report back to the team as needed.
• Independently review and make recommendations for enhancements to website, student communication, policies, procedures, etc., as related to the area of subject matter expertise.
• Perform other tasks and duties as assigned related to the area of subject matter expertise.

FEE ASSESSMENT, COLLECTION & STUDENT RECORD ADMINISTRATION

• Post charges related to administrative fees at the University of Calgary.
• Post student payments (debit, cheque, credit card) accurately and in accordance with institutional and department regulations.
• Continuously balance and uphold all financial audit compliance guidelines daily.
• Complete financial transactions and tasks daily and cash without error when reconciling.
• Support daily balancing and reconciliation for the office.
• Ability to review and identify errors in financial transactions.
• Generate and distribute copies of the student record (academic transcript) on demand.

ADMINISTRATIVE SUPPORT

• Supporting Electronic document management system: Synergize.
• Process paper forms.
• Ensure that all documentation related to a student's registration is accurately processed as required, and appropriate documents are electronically filed and documented.
• Maintain an administrative schedule independently to support the area of subject matter expertise.
• Perform related tasks & duties, including presentation preparation, scheduling meetings, task-based assignments, training documentation, or other duties as assigned.

Qualifications / Requirements:

• A post-secondary credential (certificate, diploma, degree) in a related field is required. Preference will be given to candidates who possess a bachelor's degree or higher-level qualification.
• A minimum of 3 years of directly related experience in an advisory role.
• Must demonstrate examples of utilizing judgment within the capacity of the role.
• A minimum of 1 year of experience working in a post-secondary registrar's office.
• Demonstrated experience working in an environment with peak periods and a high volume of inquiries.
• Comprehensive knowledge and understanding of 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.
• Experience utilizing call centre and CRM technology is required.
• Experience in 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.
• 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: November 3, 2026

This position is part of the AUPE bargaining unit, and falls under the Specialist/Advisor Job Family, Phase 1.

About the University of Calgary