Client Services Advisor

Description:

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, including Slate, 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
• Communicator
• Multi-tasker
• Problem solver
• 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.