Staff - Non Union
Job Category
M&P - AAPS
Job Profile
AAPS Salaried - Student Management, Level B
Job Title
Enrolment Services Advisor
Department
UBCO | Managers | Records and Service | Enrolment Services
Compensation Range
$6,747.50 - $9,701.42 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
June 23, 2025
Note:Applications will be accepted until 11:59 PM on the Posting End Date.
Job End Date
This posting is for two (2) vacancies
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 Summary
The Enrolment Service Advisor (ESA) is an advising specialist who is a highly visible representative of Enrolment Services (ES) and the University.
The ESA provides professional advice for students based at UBC’s Okanagan campus (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.
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.
This position will require a significant on-campus presence.
Organizational Status
The ESA reports to the Associate Director, Student and Academic Support. The ESA works closely with AESAs, other ESAs and Student and Academic 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.
Work Performed
- Designs, delivers, and evaluates enrolment services to support the success, development, and financial wellness of students.
- Applies knowledge of systems, policies, and regulations to advise students, resolve issues, and complete projects.
- Assists in evaluating academic records, verifying program completion on student records.
Student Advising
- Responsible for student advising and project management across financial aid, tuition and fees, records, registration, admissions, and graduation.
- Helps interpret the UBC Academic Calendar and policies, working with Admissions Advisors, Academic Advisors, Academic Support Analyst and faculty to address registration questions
- Financial Advising
- Provides professional advice on provincial and federal student loans, bursaries, grants, and financial planning (scholarships, student loans, credit lines), including collections management
- Advises students on accessing financial support programs, including government loans (out-of-province and US included), work study, bursaries, and financial spending plans
- Manages and approves emergency funding, adjudicates exceptional cases, and evaluates fee policies and provides support for tuition deferments, financial advances and residence fee deferrals
- Analyzes complex student fee accounts and advises students and staff on tuition and award accounts
- Troubleshoots complex financial situations (e.g. loan issues, bursary eligibility, award assignments)
- Participates in financial associations, works with the Ministry, and contributes to policy development
- Conducts research and collaborates with Faculties to support financial wellness programs
- Designs, delivers, and evaluates financial tools and communications, including web content and workshops
- Advising Students at Risk
- Anticipates needs, provides expertise, and offers recommendations beyond students' initial requests
- Refers students to appropriate resources and collaborates with other units to support at-risk students
- General Campus Advising
- Provides advising across all Enrolment Services areas, using analytical tools for proactive support
- Coaches students toward independence and self-direction, maintains advising best practices, and manages sensitive interactions
- Coordinates student referrals with other advisors and follows up for accuracy
Award Management and Adjudication
- Manages various awards programs including the planning and implementation of adjudication processes, ensures eligibility assessment, and coordinates adjudication within timelines.
- Oversees award renewals, minimizes unassigned awards, and liaises with faculty and staff for training in award and bursary adjudication processes.
- Prepares forecasts, reviews expenditures for award programs, and updates award accounts in automated systems.
- Collaborates on award effectiveness research with Faculties and stakeholders and handles complex external award processes and queries.
- Works with campus and external partners to allocate awards and ensure compliance with donor requirements.
- Collaborates with Vancouver colleagues on student funding programs impacting both campuses and ensures compliance and successful delivery of the UBC General bursary program.
- Oversees award-related reporting and compliance, leads adjudication meetings, and supports budget development and forecasting.
- Evaluates exceptional cases for emergency funding and UBC advances in support of students facing significant financial challenges.
Student Records & Registration
- Reviews and recommends changes to records policies, manages student records, and adjudicates requests for transcript notations.
- Ensures tuition fee policies and collections are in line with ES and University policies, making recommendations for changes as needed (including tuition appeals).
- Designs and evaluates student communications on registration, collaborates on policy creation, and resolves registration issues.
Project Management
- Designs, manages, and evaluates student service programs, and contributes to service standards and performance targets.
- Leads student support initiatives, consults with stakeholders (Faculties, Academic Advising, students), and integrates feedback to implement new initiatives.
- Identifies service gaps, develops solutions and leads workshops, presentations, programs or events for training and information provision for students, staff and faculty.
Communications and Campus Outreach
- Develops and implements strategies for delivering financial aid and wellness information to students.
- Collaborates with campus units for financial wellness outreach and manages relationships with other Enrolment Services units.
Financial and Systems Management
- Develops and manages processes for tuition payment and refunds, ID card provision, transcript provision, loan confirmations and holds on records
- Ensures accurate and timely processing of tuition, fee adjustments, loans, advances, and payments (Interac, EFT, credit card, cheques, etc.).
- Manages communication regarding outstanding accounts, oversees collection and write-offs, and assists in preparing documentation for court appeals.
- Proactively collaborates with Business Solutions and Support and Student Financial Management teams to identify and resolve online payment issues and discrepancies in account records.
- Tests changes and new applications in the student system, keeps current with changes in Enrolment Services policies and procedures, and identifies opportunities for improvement.
- Ensures compliance with Freedom of Information and Protection of Privacy (FIPPA) regulations.
Other Duties
- Provides back-up support to other front-office staff
- Assists staff and faculty in use of Workday Student and other related systems
- Other duties as required
Consequence Of Error
Work performed by Enrolment Services Advisors 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, Student and Academic Support, 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
Supports with the orientation, training and supervision of Associate Enrolment Services Advisors, Academic Support Analysts and Student and Academic Support Assistants. May participate 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
- Undergraduate degree in a relevant discipline
- Minimum of three to four years of related experience, or an equivalent combination of education and experience
- 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
- Post-secondary education or training in student services, student affairs or a related field an asset
- Experience within student services at UBC preferred
- Experience in student or client advising or counseling, interpreting policies, and advising on procedures.
- Knowledge of best practices in enrolment or student services; preferred experience in at least one of the following: student records, registration, recruitment, admissions, or financial support.
- Proficiency with standard office software; experience with Student Information Systems or other enterprise databases/CRMs preferred. Workday Student experience an asset.
- Ability to apply technology to improve student or client services.
- Skilled in providing guidance and counsel, including career counseling; strong listening skills with empathy and diplomacy.
- Demonstrated ability to build, manage and maintain high-quality and productive relationships across cultural differences.
- Demonstrated ability to effectively communicate and interact with empathy, understanding and, respect of diverse and divergent perspectives and behaviours.
- Works in a collaborative and inclusive manner, fostering equitable experiences and a respectful environment for all staff.
- Acknowledges, reflects upon and challenges one’s own biases and assumptions.
- Recognizes and addresses personal and institutional assumptions and behaviours that create barriers to inclusion
- Problem-solving skills with the ability to analyze, use initiative, and develop effective solutions; excellent judgment and decision-making on complex matters.
- Strong relationship-building skills with students, faculty, staff, and external community members; uses an inclusive approach.
- Excellent interpersonal, communication, and presentation skills.
- High accuracy and attention to detail, especially under pressure to meet deadlines.
- Ability to collaborate and share expertise within a team; capable of providing leadership and supervising staff.
- Strong time management with effective prioritization, multi-tasking, and organizational skills.
- Enthusiasm for continuous learning and development.
- Valid BC Driver’s license, access to a vehicle, and ability to travel occasionally.
- Experience working with different cultures and/or multilingual ability is an asset.
