• Job Description

  Req#: JR15699
  Staff - Non Union
  Job Category
  M&P - AAPS
  Job Profile
  AAPS Salaried - Student Management, Level B
  Job Title
  Enrolment Services Advisor
  Department
  Enrolment Services Advisors 3 | Student Support and Advising | Enrolment Services
  Compensation Range
  $6,551.00 - $9,418.83 CAD Monthly
  The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.
  Posting End Date
  January 2, 2024
  Note: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above.
  Job End Date
  Dec 31, 2024
  At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.
  Job Description Summary
  
  The Enrolment Service Advisor (ESA) is an advising specialist who is a highly visible representative of Enrolment Services (ES) and the University.
  
  
  
  Each ESA is assigned a portfolio of 900-1100 students and is responsible for guiding those students throughout their entire student experience. The ESA provides professional advice for students (international and domestic) across ES areas of responsibility, including: student financial support, admission, domestic student recruitment, tuition, fee assessment and collection, student records, registration, and transfer credit. With AESAs, ESAs also support up to approximately 25,000 prospective domestic students, annually.
  
  
  
  The ESA plays a leadership role in the design, delivery, and evaluation of ES student service programs and makes strategic recommendations on the establishment of service standards. The ESA is part of a network of advising and service professionals that collectively contribute to UBC s exceptional learning environment. ESAs support: undergraduate, graduate, post-baccalaureate, visiting, and prospective students, and alumni.
  
  Organizational Status
  
  The ESA reports to the Associate Director, Enrolment Services. The ESA works closely with AESAs, other ESAs and academic and student affairs professionals at the University, including other staff in Enrolment Services, the Provost & VP, Academic Portfolio (Go Global, International Student Initiative, etc.), the academic faculties and the Vice-President, Students portfolio (International Student Development, Counselling Services, etc.). The ESA represents ES on teams, committees, and working groups internal and external to ES, including government and agency committees. The ESA assists in hiring and training student employees.
  
  Work Performed
  
  The ESA uses in-depth knowledge and understanding of all areas of the registrarial profession to design, deliver, and evaluate enrolment services in order to support the success, personal development and financial wellness of current students as well as prospective undergraduate students. ESAs are responsible for student advising and project management in all areas of the registrarial profession including financial aid and financial wellness, tuition and fees, records and registration, admissions and recruitment.
  
  
  
  The ESA requires a wide understanding of this multi-faceted regulatory environment to advise each individual student in context. The ESA uses knowledge of systems, policies, regulations, and guidelines and exercises professional judgment to solve unusual and complex problems that cross organizational boundaries. The ESA develops, manages and leverages relationships and strategic partnerships to effectively resolve student issues, streamline processes and complete projects.
  
  
  
  STUDENT ADVISING
  
  
  
  Financial Advising
  
  
  
  ESAs are the primary financial advisors for all student financial related matters at the University - this includes undergraduate, graduate and professional students. The complex application and administration of Canadian and US government student loans in addition to managing student finances is one of the greatest sources of stress for students. ESAs proactively advise students on how to navigate individual provincial and federal policies to ensure they are properly funded for their educational pursuits. Advising appointments of a financial nature are typically on-going for the entire length of study, highly situational with very little precedent to follow and students are often very anxious and require holistic advising as multiple factors impact student financial wellbeing. ESAs support students who face challenges paying their tuition and fees, experience unplanned shortfalls or have an exceptional situation.
  
  
  
  * Provides professional advice to students (and others as authorized by the student under applicable policy and legislation) across all areas of student finances with focus on provincial and federal student loans, bursaries and grants.
  
  * Advises students concerning all provincial and federal student loan appeals and reassessments.
  
  * Advises students on financial planning such as scholarships, bursaries, student loans, student bank loans and student lines of credit and making the maximum use of available student financial programs and other supports.
  
  * Develops financial strategies that incorporate University policy and support students on the various financial assistance options available in order to develop a spending plan to finance their University education.
  
  * Participates as an active member on Canadian financial associations and help to influence and develop current and future policies to positively impact students. Works with the Ministry of Advanced Education, Skills and Training in BC and other provincial ministries, where necessary.
  
  * Adjudicates exceptional cases and approves monetary assistance in the form of emergency funding and UBC loans for students with exceptional circumstances. These can be highly emotional situations where students are experiencing severe financial difficulty that impacts their success and standing within the University.
  
  * Adjudicates requests for exceptions and extensions, including lifting financial holds in accordance with Enrolment Services and University policy. Consequences of this decision could affect students ability to graduate and for international students this may also impact immigration eligibility.
  
  * Advises students with respect to financial hold and other policies related to tuition fee assessment and collection. Evaluates fee assessment and collection policies and makes recommendations for changes.
  
  * Proactively identifies students at risk or in crisis and connects students with resources and supports as appropriate, including engaging the University s Early Alert System. ESAs often partner with other campus partners to conduct joint advising appointments as academic decisions can impact student financial policies.
  
  * Conducts research and partners with Faculties with respect to financial support for their students. Develops and evaluates the effectiveness of programs, makes recommendations for changes and advocates for student financial wellness.
  
  * Designs, delivers, and evaluates tools and communications programs that enhance student understanding of tuition and other fees, and supports student financial planning.
  
  
  
  Prospective Student Advising and Recruitment
  
  
  
  ESAs work closely with Associate Directors and staff in Undergraduate Admissions and Student Recruitment & Advising to develop and deliver services to prospective students. ESAs are the primary point of contact for prospective student inquiries about undergraduate admissions. Applying tactful and supportive advising within the University s policy framework in mind is required when students are at the cross roads in their education.
  
  
  
  * Advises prospective students, their parents and counselors on undergraduate programs choices across both campuses, ensuring accurate, student-focused and effective delivery of information and key institutional messaging.
  
  * Advises prospective students on admission criteria, changing policies and processes, prerequisites, transfer credit and educational options as they relate to applications for admission
  
  * Investigates and communicates with applicants to resolve complex issues, working closely with other units (eg. Admissions, International Student Initiative) to recommend and resolve often sensitive issues relating to admissibility and University regulations.
  
  * Advises unsuccessful applicants of alternative pathways to post-secondary education and supports families in understanding available options.
  
  * Assesses whether an unsuccessful applicant might successfully appeal an admissions decision and offers guidance where appropriate.
  
  * In partnership with Student Recruitment unit, delivers programming and events for prospective domestic students, parents, school counselors, and others.
  
  * Develops, delivers, and evaluates communications programming in support of student recruitment activities.
  
  * Advises and provides outreach to prospective Aboriginal students, school counselors and community members
  
  * Evaluates applicant personal profiles as part of the University s broader based admissions process, may also evaluate other components of applications for admission.
  
  
  
  Advising Students at Risk
  
  
  
  Enrolment Services Professionals identify students at risk or in crisis and create an environment in which those students are able to acknowledge difficulties and seek further help. Once a student is identified as at-risk, the ESA intervenes by connecting that student with resources and supports as appropriate, including engaging the University s Early Alert system.
  
  
  
  * Anticipates student needs, responds to student requests, and offers subject-matter expertise and professional advice, providing recommendations extending beyond a student s presenting request.
  
  * Makes referrals where appropriate.
  
  * Work with other units to develop programs to support student transition to university and other student development initiatives.
  
  General Campus Advising
  
  * Advises students (and others as authorized by the student under applicable policy and legislation) across all areas supported by Enrolment Services.
  
  * Anticipates student needs, proactively responds to student requests and offers subject-matter expertise and advising support, providing recommendations and support extending beyond a student s presenting request, through direct cohort support and the use of analytical tools and statistics.
  
  * As active members of the advising team at the university, coaches students toward independence and self-direction and maintains up-to-date knowledge of best practices and current advising theories in the field.
  
  * Develops and implements protocols to capture and manage information about sensitive advisory interactions with students using best practices and sound knowledge of applicable privacy policy and legislation.
  
  * Makes and receives student referrals, when appropriate, between other advisors and/or student service professionals. Follows up to ensure referral accuracy, as appropriate.
  
  
  
  AWARD MANAGEMENT AND ADJUDICATION
  
  
  
  ESAs oversee and monitor a complex portfolio of awards of varying amounts and adjudication processes. They are accountable for meeting award management targets and metrics, minimizing risks and for ensuring that stakeholders have the information and resources needed to perform their functions effectively.
  
  
  
  The ESA will lead team members within and across departments/faculties to ensure awards are properly assessed and audited for eligibility. Accurate adjudication must be fairly and equitably evaluated within tight timelines to coordinate award offers with offers of admission to the university. ESAs liaise with relevant stakeholders, particularly with the Associate Director, Student Financial Services, various faculty advisors, Development Office and external award committees (e.g. Rhodes, Loran) to ensure appropriate award allocations. The ESA is the award manager and must set priorities and addresses risk within their portfolio to ensure UBC remains competitive and attracts top students.
  
  
  
  Included in managing the awards portfolio is a strong focus on building capacity within the team and performing core duties, such as building reports and managing data in the awards management system for campus wide reports. The ESA identifies and institutes process improvements and best practices, and shares this information across campus award advisors, as part of the continuous improvement of the award management function.
  
  
  
  * Provides guidance to new staff and identifies training needs to ensure award functions are implemented consistently across the campus.
  
  * Reviews awards and practices, works with Associate Director regarding problems and risks, and takes the lead in researching disputes concerning appeals.
  
  * Coordinates the process and provides data to support to various campus reports. Ensures reports are high quality, delivered on time and accurately reflect student situations.
  
  * Ensures that award management systems and processes are implemented across various faculties while supporting effective management of the funding portfolio and compliance with the donor requirements.
  
  * Failure to adequately adjudicate awards will reduce competitiveness in yielding students to the University.
  
  * Leads and organizes adjudication meetings and finalizes list of award winners.
  
  * Works closely with Student Communications team to effectively market award to students.
  
  * Provides support to Student Financial Support on budget development, funding allocation, monitoring of award budgets and forecasting.
  
  * Manages reporting and compliance of award eligibility for incoming and continuing students.
  
  
  
  ENROLMENT MANAGEMENT
  
  
  
  ESAs are the student s primary advising connection to Enrolment Services. Through this relationship, students access professional advising services on matters pertaining to continued enrolment and registration at the university. In addition to direct advising, ESAs identify, create and manage projects that strategically increase the quality of the student experience and aim to increase retention and graduation.
  
  
  
  Student Records & Registration:
  
  
  
  * Evaluates records management policies and practices and makes recommendations for changes including evaluating exceptional requests for records.
  
  * Manages student records in accordance with applicable legislation and policy.
  
  * In partnership with Faculties, adjudicates complex requests for exceptions to University and ES policies on the content and sequence of the student transcript of record, including special transcript notations, where such decisions rest with Enrolment Services.
  
  * Designs, delivers, and evaluates communications programs for students related to registration policies and procedures.
  
  * Collaborates with other Enrolment Services Staff and Faculties to establish registration policies and practices.
  
  * Identifies solutions to complex registration problems and works closely with Faculties and Admissions to resolve issues.
  
  * Makes recommendations for both individual students and for enhancements to overall registration practices.
  
  * Explains and enforces University registration policies in accordance with Senate regulated policies.
  
  
  
  Project Management:
  
  
  
  * Designs, delivers, and evaluates Enrolment Services student service programs and participates fully in the establishment and evaluation of service standards and other organizational performance targets.
  
  * Analyzes, identifies and makes recommendations regarding ways in which Enrolment Services could enhance the student experience and makes strategic recommendations. Designs and leads the implementation of new student support initiatives. Performs consultations with stakeholders, including Faculties and student leaders; facilitates discussion and integrates stakeholder feedback. Presents findings and recommendations to stakeholder groups through workshops, presentations, written reports, and/or discussion papers.
  
  * Designs, manages, and evaluates workshops, presentations, programs, or events for purposes of training and/or information provision for primary audiences of students, staff, faculty as well as partner institutions, professional organizations and government.
  
  * Acts as a Subject Matter Expert for a variety of project components and areas for projects external to the unit.
  
  
  
  COMMUNICATIONS AND CAMPUS OUTREACH
  
  
  
  ESAs are a key source of information on student loans, scholarships, bursaries, university policy and admissions. ESAs deliver this information to students via email, service points, individual appointments, workshops, webinars, blogs and other events. ESAs work closely with other ES units and campus partners to identify, create and deliver programming that integrates financial advising
  
  
  
  * Designs, develops and implements a communications strategy for delivering financial aid and financial wellness information to current students.
  
  * Leads the development and implementation of an outreach strategy for delivering financial wellness information to students, often in collaboration with other units on campus.
  
  * Manages communications and relationships with other ES units (eg. Admissions, Student Financial Services, Student Recruitment & Advising) to support
  
  * Liaises with campus partners (eg. faculty Academic Advising offices, International Student Development, First Nations House of Learning) to design, develop and deliver programming, workshops, webinars and other services for students.
  
  * Identifies, develops and implement an outreach strategy for delivering financial wellness information to students.
  
  Consequence of Error/Judgement
  
  Work performed by Enrolment Services Advisor is critical to the success of the University and its ability to deliver on the goals articulated in UBC s strategic plan. The ESA is a highly visible and empowered role within Enrolment Services. Errors in judgment, poor advising, and/or inconsistency in decision making could have significant negative financial, academic and/or personal consequences for students. Decisions are not routinely subject to confirmation and are legally binding upon the University. These negative consequences could damage the relationship between the University and its students. The reputation of the University and/or of its Faculties among community stakeholders could be adversely affected. ESA errors could also compromise the University s ability to meet its enrolment and student retention targets.
  
  Supervision Received
  
  Reporting to an Associate Director, Enrolment Services, and the incumbent will receive coaching, mentorship and performance development to achieve specific goals and objectives. Works both independently and within a team environment. Under minimal supervision, the incumbent has the authority to exercise judgment and make important decisions and provide services on matters of varying complexity in accordance with University policies and best practices in student services.
  
  Supervision Given
  
  Orients, trains, provides direction and/or supervises staff and/or student employees. Actively participates in the hiring, evaluation, and supervision of staff and/or student employees. Acts as a project leader to provide leadership and supervision on a project involving other staff members, faculty, external stakeholders and/or students.
  
  Minimum Qualifications
  
  - Willingness to respect diverse perspectives, including perspectives in conflict with one’s own
  - Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion
  
  Preferred Qualifications
  
  Undergraduate degree in a relevant discipline.Post-secondary education and/or training in student services, student affairs, or a related field is an asset.Minimum of three to four years of related experience or the equivalent combination of education and experience.Experience required in a service centered environment, preferably within student services. Experience in student or client advising or counseling is essential (UBC experience preferred). Experience with interpreting, applying and advising on policies and procedures. Sound and current knowledge on best practices in enrolment or student services, or comparable work experience; experience in at least one the following areas preferred: student records, registration, student recruitment, admissions, and student financial support. Proficiency with standard office software required. Experience applying technology to improve student and or client services an asset. Previous experience with Student Information Systems or other enterprise database solutions/customer relationship management systems preferred.
  
  Ability to provide effective and appropriate guidance and counsel (e.g., career counselling). A skilled listener, with the ability to identify and respond to sensitive issues with empathy and diplomacy. Must be resourceful and able to analyze problems, identify key information and issues and exercise initiative and creativity to develop effective solutions. Ability to independently exercise superior judgment to make important decisions on matters of varying complexity. Proven ability to use an inclusive approach to develop and cultivate relationships with students, faculty, staff and members of the external community. Excellent interpersonal, communication and presentation skills required. Demonstrated accuracy and attention to detail, especially when working under pressure to meet deadlines. Ability to collaborate and share expertise within a team environment. Ability to provide leadership and supervise staff. Demonstrated time management skills with the ability to effectively prioritize, multi-task and organize work.
  
  Enthusiasm and capacity for continuous learning and development. Must have a valid BC Driver s license, access to a vehicle and the ability to travel on occasion. Experience working with different cultures and/or multilingual ability is an asset.

• About the company

  25306 The University of British Columbia is a public research university with campuses in Vancouver and Kelowna, British Columbia.

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