Client Services Advisor

Date Posted: 03/23/2026
Req ID: 47434
Faculty/Division: Vice Provost Strategic Enrolment Management
Department: University Registrar's Office
Campus: St. George (Downtown Toronto)
Position Number: 00051900
Existing Vacancy: Yes

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 enquires related to admissions, financial aid, and awards in-person, by telephone and email. The incumbent provides detailed information on guidelines, policies, processes and procedures, referring non-standard, difficult, or complex queries directly to the service areacoordinator. The incumbent acts as a resource supporting training and providing day-to-day on-site support and responds to complaints to assesses whether the complaint should be escalated.

The incumbent also provides administrative support to the admission or financial aid application process by reviewing submitted applications for completeness and updating the status of applications in the admissions, financial aid or university system and/or portal. The incumbent also supports other Strategic Enrolment Management activities through attendance at the Universities Fair and designated on-campus University Open Houses, as required.

Your responsibilities will include:

• Acting as the first point of contact for general enquiries
• Providing detailed information on processes, policies, and procedures
• Providing detailed information regarding financial aid issues and financial awards
• Providing detailed information regarding admission requirements to prospective students and applicants, 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 OSAP or other financial aid programs
• Experience working with university student information systems, and government financial aid portals, including Slate, the One-Key portal, ROSI, and Service Now or comparable systems
• Demonstrated experience applying admissions and financial aid policies, with strong knowledge of ministry and 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):

• Experience working with education systems worldwide 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: 04/01/2026, 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.

A job description is available upon request