Student Services Advisor

University of Alberta; Edmonton; Hybrid; CAD 56,000 - 76,000; Full time

Job summary

University of Alberta is seeking a Student Service Centre Advisor to guide prospective and current students through admissions, registration, financial aid, and records processes. You will provide clear, accurate information, support career and academic planning, and connect students with campus resources.

As a primary contact, you will handle inquiries via in-person, email, chat, and phone, ensuring timely, confidential service with a student-centered approach in a fast-paced environment.

Qualifications

• Bachelor’s degree or higher in Adult Education, Management, Public Administration, Education, Leadership, or Psychology of Learning with 2–3 years in university student services.
• Ability to develop positive, professional relationships with clients and stakeholders.
• Ability to work independently and as part of a team while representing the university.
• Ability to interact respectfully with diverse individuals across backgrounds and literacy levels.
• Excellent written and verbal communication with high attention to detail.
• Strong time management to prioritize tasks and meet deadlines in a fast-paced environment.
• Ability to triage and refer students while maintaining confidentiality and FOIP compliance.

Responsibilities

• Provide guidance on admissions, registration, tuition, financial aid, and exams to students, parents, and staff.
• Conduct one-on-one advising sessions on program requirements and transfer credits.
• Offer referrals to campus services and resources when needed.
• Interpret policies and procedures as they pertain to students’ academic journeys.
• Contribute to recruitment activities with National Recruitment and Campus Visit Program teams.

Skills

Communication

Customer service

Interpersonal skills

Problem solving

Teamwork

Time management

Attention to detail

Education

Post-secondary degree in related field

Tools

Microsoft 365

Google Workspace

eClass (Moodle)

PeopleSoft Campus Solutions

Job description

Job Description

This competition is open to all applicants however; internal candidates and applicants who were former employees of the University of Alberta will be given priority consideration before external candidates. Please log in to verify your internal candidate status.

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

Reporting to the Team Lead, Student Service Centre (SSC), the Student Service Centre Advisor plays a key role in helping students navigate their University of Alberta experience. As a primary point of contact, the Advisor provides exceptional service and clear, accurate guidance to prospective and current students, applicants, parents, alumni, and the public on admissions, registration, tuition and fees, financial aid and scholarships, student records, exams, and convocation. Advisors also connect students with services and resources across campus, helping them understand next steps and access the support they need.

Responsibilities

• Adheres to all legal and regulatory student advising requirements, including ATIA legislation and University policies.
• Interprets policy, procedures, and programs as they pertain to students both current and prospective, specifically graduate, undergraduate, aboriginal, international, mature, and nontraditional students.
• Provides comprehensive advice to students, parents, faculties and school counselors in-person, via email and/or electronic communication tools (chats, instant messenger) and by telephone, regarding admission requirements, admission processes, residence and housing options, student records, ATIA, fee assessment, financial aid and support, student awards, academic programs, registration, examinations, and convocation procedures.
• Provides one-on-one advising sessions to current and prospective students regarding program requirements, admission criteria and transfer requirements, including transfer credit information, requiring thorough knowledge of the UAlberta’s admission and transfer credit policies, including Alberta Council on Admissions and Transfer (ACAT).
• Uses knowledge of systems, policies, procedures, and exercises professional judgment to solve unusual or complex problems.
• Anticipates needs and proactively responds to requests, providing subject matter expertise, professional advice, and recommendations extending beyond a student’s initial request.
• Provides effective and appropriate referrals to other departments when necessary for problem resolution and services and ensures that students are provided with basic information about why they have been referred and the processes they will encounter. This requires extensive knowledge of other services provided on campus and how those services are administered and under what circumstances.
• Advises students of University of Alberta policies with respect to course withdrawal, examinations, academic standing, and fee assessment.
• In partnership with the National Recruitment division and the Campus Visit Program, participates in recruitment activities to advise prospective students, parents, school counselors and others of the current admission requirements and application.

Qualifications

• A post-secondary degree in a related field (e.g., Adult Education, Management, Public Administration, Education, Leadership, Cognitive Psychology, or Psychology of Learning), along with a minimum of two to three years of directly related experience working in a university student services environment, is required. Equivalent combinations of related education and experience may be considered.
• Demonstrated ability to develop and maintain positive, professional, and collaborative working relationships with internal and external clients and stakeholders.
• Ability to work independently while contributing effectively as a collaborative team member and positive representative of the Student Service Centre and the University of Alberta.
• Ability to interact knowledgeably, respectfully, and effectively with diverse individuals representing a broad range of backgrounds, credentials, abilities, and literacy/language levels.
• Excellent verbal, written, and interpersonal communication skills, with exceptional attention to detail and accuracy.
• Excellent time management skills, with the proven ability to prioritize competing demands, manage multiple tasks, and meet deadlines in a fast-paced environment while maintaining a high level of accuracy.
• Strong analytical, organizational, and problem-solving skills, including the ability to assess issues and determine when escalation is appropriate.
• Ability to triage and appropriately refer students who are in distress while maintaining strict confidentiality and adhering to FOIP, records management protocols, UAPPOL, and other applicable University policies and legislation.
• Working knowledge of University of Alberta policies, processes, colleges, faculties, administrative units, and student services, including the Discrimination, Harassment, and Duty to Accommodate Policy, the Code of Student Behaviour, Helping Individuals at Risk, and FOIP.
• Proficiency with electronic records, databases, communication platforms, and learning management systems. Intermediate or higher proficiency with Microsoft 365, Google Workspace, and eClass (Moodle) is preferred.
• Experience using PeopleSoft Student Administration (Campus Solutions) is considered an asset.
• Demonstrated commitment to supporting the University of Alberta's values of diversity, equity, inclusion, accessibility, and belonging.
• The successful candidate will demonstrate the following behavioural competencies:
  • Communication
  • Customer Service Excellence
  • Interpersonal Communication
  • Problem Solving
  • Teamwork

About Us

The University of Alberta, its buildings, labs and research stations are primarily located on the territory of Néhiyaw (Cree), Niitsitapi (Blackfoot), Métis, Nakoda (Stoney), Dene, Haudenosaunee (Iroquois) and Anishinaabe (Ojibway/Saulteaux), lands that are now known as part of Treaties 6, 7 and 8 and homeland of the Métis. The University of Alberta respects the sovereignty, lands, histories, languages, knowledge systems and cultures of all First Nations, Métis, and Inuit.

The University of Alberta is a community of knowledge seekers, change makers and world shapers who lead with purpose each and every day. We are home to over 14,000 faculty and staff, more than 40,000 students and a growing community of 300,000 alumni worldwide.

Your work will have a meaningful influence on a fascinating cross-section of people - from our students and community members, to our renowned researchers and innovators, making discoveries and generating solutions that make the world healthier, safer, stronger and more just. Learn more .

At the University of Alberta, we are committed to creating an inclusive and accessible hiring process for all candidates. If you require accommodations to participate in the interview process, please let us know at the time of booking your interview and we will make every effort to accommodate your needs.

We thank all applicants for their interest; however, only those individuals selected for an interview will be contacted.

All University employees have a responsibility to foster a workplace that prioritizes safety in all its forms—physical, cultural, and psychological. This is achieved by promoting a safe environment, adhering to all safety laws, policies and procedures, completing all required safety training, identifying hazards and implementing controls, reporting incidents, and contributing to a culture of belonging and respect, while endeavoring to ensure that all colleagues feel valued and safe to express their thoughts, perspectives and concerns.

The University of Alberta is committed to creating a university community where everyone feels valued, barriers to success are removed, and thriving connections are fostered. We welcome applications from all qualified persons. We encourage women, First Nations, Métis and Inuit persons, members of visible minority groups, persons with disabilities, persons of any sexual orientation or gender identity and expression, and all those who may contribute to the further diversification of ideas and the University to apply.

L’Université de l’Alberta s’engage à créer une communauté universitaire où chaque personne se sent valorisée, où les obstacles à la réussite sont éliminés et où des connexions enrichissantes peuvent se développer. Nous accueillons les demandes de toutes les personnes qualifiées. Nous encourageons les femmes; Premières nations, Métis et Inuits; membres des groupes minoritaires visibles; personnes handicapées ; personnes de toute orientation sexuelle ou identité et expression de genre; et toutes les personnes qui peuvent contribuer à la diversification des idées et à l'université à postuler.

About The Team

The Office of the Registrar (RO) plays a key role in every aspect of the student experience, from recruitment to graduation and beyond. The RO also supports the broader campus community, including faculties, departments, and other units.