Student Service Advisor_II

Athabasca University's Service Centre is recruiting for Level II Student Service Advisors.

One permanent full-time (1.0 FTE) position.
One temporary full-time (0.70 FTE) position.

First consideration will be given to internal applicants according to the AUPE Collective Agreement, Article 11.02

The Position

The Student Service Advisor – Level II ("SSA-II") is engaged in the delivery of responsive and integrated services that support academic success and progression with learning goals. A thorough understanding of AU policies, procedures and systems are leveraged to address diverse student queries with a focus on student empowerment and inclusion. The SSA-II role involves assisting learners who are navigating university systems by understanding available services, guiding them through processes, and pointing them to resources that support academic success.

The SSA-II will provide general information related to admissions, registration, tuition, and financial aid for different types of learners with a focus on first contact resolution and application of referral processes when complex service issues need to be referred or escalated. The SSA-II will be trained to support students with one primary area of focus (coaching, support or care) and multi-channel communication (phone and/or email).

Qualifications:

• A post-secondary diploma in a related field (e.g., Adult Education, Management, Administration, Education, Leadership, Communications) is preferred.
• A minimum of two years of customer service experience is required.
• Relevant experience in a university student service provision experience is considered an asset.
• Equivalent combinations of related education and experience may be considered.
• Demonstrated ability to develop and maintain positive, professional, collaborative working relationships with both internal and external stakeholders.
• Ability to work independently and to build and maintain professional working relationships as a collaborative team member and positive representative of the Student Service Centre and AU.
• Ability to interact knowledgeably, comfortably, positively, and respectfully with diverse individuals with a broad range of credentials, abilities, and literacy levels.
• Excellent verbal, written and interpersonal communication skills with superior attention to detail and superior level of accuracy.
• Excellent time management skills with the proven ability to manage and prioritize multiple tasks and competing deadlines in a very demanding, fast-past environment while maintaining accuracy.
• Strong analytical and organizational skills, including problem assessment and escalation.
• Computer proficiency in related data processing, electronic records, databases, communication, and online learning management systems; intermediate or higher skills with Microsoft Suite, Microsoft Dynamics CRM, Contact Centre solutions and learning management system Moodle or Brightspace preferred. Strong Ellucian Banner Administrative skills preferred.

A detailed job description can be viewed at:
Student Service Advisor II

Contact Information:

For more information regarding this role, please contact Monica Arcilla, Team Lead, Support, AU Service Centre, at