Fidelity student supporting investment professionals and Canadian investors with account, product, and service inquiries. Delivering bilingual French - English client service on a flexible hybrid schedule.
About the role
- Student Service Advisor guiding University of Alberta students and applicants on admissions, registration, fees, records, and academic services. Hybrid role providing advice, referrals, and recruitment support.
Responsibilities
- Support current students, prospective students, applicants, parents, alumni, and the general public with customer service and detailed information and navigational support.
- Adhere to legal and regulatory student advising requirements, including ATIA legislation and University policies.
- Interpret policies, procedures, and programs for current and prospective graduate, undergraduate, Aboriginal, international, mature, and nontraditional students.
- Provide comprehensive advice in person, by email, electronic communication tools, and telephone regarding admissions, residence and housing, student records, ATIA, fee assessment, financial aid, awards, academic programs, registration, examinations, and convocation.
- Conduct one-on-one advising sessions concerning program requirements, admission criteria, transfer requirements, and transfer credits.
- Apply University of Alberta admission and transfer credit policies, including Alberta Council on Admissions and Transfer (ACAT) requirements.
- Use systems, policies, procedures, and professional judgment to solve unusual or complex problems.
- Anticipate needs and provide subject matter expertise, professional advice, and recommendations beyond the initial request.
- Refer students appropriately to other departments and explain referral reasons and processes.
- Advise students on course withdrawal, examinations, academic standing, and fee assessment policies.
- Participate in recruitment activities with the National Recruitment division and Campus Visit Program.
Requirements
- 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.
- Ability to demonstrate Communication, Customer Service Excellence, Interpersonal Communication, Problem Solving, and Teamwork competencies.
- Resume and cover letter required.
Benefits
- Comprehensive benefits package
- Terms and conditions of the collective agreement between the Governors of the University of Alberta and the Non-Academic Staff Association (NASA)
- Hybrid work arrangement with remote and in-person work
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