JOB FACT SHEET
POSITION INFORMATION
Position Number: 8221
Current Grade (if applicable): 7
Working Title: Student Services Advisor
Faculty/Department: Faculty of Extension
Department ID: Click here to enter text.
Incumbent Name (if applicable): Click here to enter text.
Campus Address: Click here to enter text.
Campus Phone Number: Click here to enter text.
E-Mail Address: Click here to enter text.
Hours of Work/Week: Choose an item.
 Actual Hours Worked (if Part-Time): Click here to enter text.
Name of Supervisor: Click here to enter text.
Title of Supervisor: Click here to enter text.
Supervisor’s Phone Number: Click here to enter text.
Supervisor’s Email Address: Click here to enter text.
Position Type: Choose an item.
 If OTHER, please indicate Position Type: Click here to enter text.
Special Requirements:
Home Internet Access: Choose an item.
Professional Accreditation: Choose an item.
Conflict of Interest Disclosure: Choose an item.
Second Language: Choose an item.
SIGNATURES: The signatures below indicate that all parties have read and discussed the content of the JFS
EFFECTIVE DATE (if different from date signed): Click here to enter a date.
FINANCIAL AUTHORIZATION:
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INCUMBENT (if applicable):
SUPERVISOR:
DEPARTMENT HEAD/TRUSTHOLDER:
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JOB FACT SHEET
1. SIGNIFICANT CHANGES SINCE LAST REVIEW
Significant changes have been made to this position since the last review. Following the Faculty of
Extension's migration into the Continuing Education (CE) module of PeopleSoft Campus Solutions on
April 1, 2011, the student service advisor position has undergone a substantial increase in program,
course and advisory responsibilities. Specifically, the implementation of Campus Solutions has resulted
in significant changes to the way student admissions and course registrations are processed. The
complexity of and the knowledge required to work efficiently within the University's Campus Solutions
database has resulted in a tremendous learning curve, increased processing time and complexity in
admissions, registrations, advising, grade entry and refunds.
2. POSITION SUMMARY
Reporting directly to the Registration Services Coordinator, the Student Services Advisor is required to
respond to inquiries from University of Alberta staff, Faculty of Extension staff, students and prospective
students. As the initial point of contact for the Faculty of Extension, the Student Services Advisor acts as
a liaison between the Faculty's administrative units and the student. The incumbent analyses and
evaluates student applications and supporting admission documentation for completeness and accuracy
for all CE students. The incumbent maintains and updates student records, edits for accuracy and issues
official transcripts. The incumbent is also responsible for processing registrations using a variety of
payment methods (including Third Party Billing), for the approval and processing of refunds, for the
creation of admission letters for International students, for admitting students into Faculty of Extension
programs and for maintaining an accurate student record . In addition, the incumbent is required to
provide back-up for the Faculty's Registration/Accounts/ Graduation Coordinator and assists with the
annual Faculty graduation. The incumbent performs other administrative duties as required. Being one
of two Student Services Advisor positions, there is an expectation that during peak periods in the
registration office these two positions will rotate to the back to perform task orientated duties such as
admissions, registrations, grade entry, and other financial related functions to ensure accuracy and
confidentiality.
3. RESPONSIBILITIES/ACTIVITIES: Group activities into categories and list in point form each
duty performed until the major elements of the position are represented. Review each
statement to ensure that it accurately describes what is done and briefly, how it is done.
Please indicate the percentage of time spent on each of the major activities listed
Activity One - Student Relations/Advising (20%)
• Provides in person, telephone and electronic representation to Faculty of Extension's students and
prospective students and employers i.e. answers inquiries; provides enrolment counseling and
registration assistance including information on Faculty programs, class schedules, class fees, class
locations, class materials, etc.; provides graduation information; issues transcripts; provides enrollment
and graduation verification.
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• Advises students of educational opportunities, confirms course pre-requisites, and confers with
students on options within the Faculty
• Refers students to appropriate sources within the University or other institutions as required
• Advises students on registration procedures including web registration, telephone registration and inperson registration
• Initiates relationship building with potential students and maintains a positive relationship with
current students
• Responds to student complaints and problems; resolves when appropriate and refers as needed;
tracks student service problem areas for the Faculty and recommends, develops and implements new
procedures that will provide solutions
• Provides students with information about alternatives, limitations and possible consequences of
academic decisions (i.e. adding, dropping or withdrawing from courses)
• Develops strong relationships with program areas and other service units to promote communication
and resource sharing in order to support student success
Activity Two - Admissions (25%)
• Evaluates, creates and updates an extensive computer record for each applicant requesting entrance
to the University's Faculty of Extension CE programs
• Verifies the completeness of each application
• Identifies any initial problems to determine if processing can proceed
• Acknowledges receipt of the application, identifies appropriate admission documentation required
from the applicant, and advises the applicant of program specific requirements and procedures needed
to complete the application
• Analyzes admission/readmission applications and evaluates the academic background and
documentation of each applicant to determine admissibility to Faculty of Extension CE programs.
• Analyzes the application for completeness and determines program suitability based on the academic
profile. Where necessary, engages with the applicant to resolve problems and provide counseling on
appropriate program selection
• Verifies authenticity and completeness of required documentation
• Applies the program specific admission requirements; evaluates academic background and
documentation of each applicant to determine admissibility
• Determines and enters academic data into multiple panels of the student administration system.
• Monitors the progress of all admission applications in order to ensure timely decision making and
notification to applicants
• Generates communication reports and produces the appropriate communication for students i.e.
letter of acceptance, provisional acceptance, exemption letter, rejection letter for each program in the
Faculty
• Re-generates the communications report in order to process requests for communication reprints;
mail or hold for pick-up as required
• Maintains name/address and application updates in Campus Solutions; corresponds with students
regarding changes to bio information forms
• Maintains administrative documents and confidential student records for integrity, accuracy,
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consistency, decision making and future reference. Provides recommendations for continuous
improvement to all services for academic advising purposes and integrates practices aimed at improving
student services
Activity Three - Registration Services (25%)
• Advises students on registration procedures including on-line via Bear Tracks, telephone, in person and
mail registration
• Approves course registrations for processing; processes student registrations into Campus Solutions;
assigns students to the correct program and course; ensures payment is processed and obtains
authorization of debit or credit card payments
• Evaluates student course registration to ensure all pre-requisites are met
• Monitors student database and resolves problems when necessary
• Investigates and resolves registration queries; solves various registration issues as they arise
• Receives, edits, and processes requests for official transcripts and legal name changes
• Reviews withdrawal and course transfer forms for approval signatures and deadline dates that may
affect refund fees
• Provides training and instructional support to both new full-time employees and part-time evening
staff in registration & reception policies and procedures so that these staff members can feel
comfortable when working independently
• Receives course exempt credit requests and processes according to guidelines, generates
communication for exemption approval, and processes fees for exempt credit
• Faculty Approver for re-examination, reassessment, deferred, and special deferred exam requests.
This activity involves reviewing exemption forms for completeness by both the student and program,
initiating the process on the student record, applying the payment and generating the report that is sent
to the Program Unit for Department Approval and sign-off. The completed form is returned to the
registration office and signatures verified before the information is posted to the student record.
Completed forms are forwarded to records management for filing
Activity Four - Financial Services (20%)
• Operates cash register; processes cash, cheques, traveler's cheques, money orders and US funds
• Completes special payment request forms in order for main campus Financial Services to issue a
refund to a company
• Balances and deposits credit/debit card purchases daily
• Generates a refund report through Campus Solutions, reviews, approves and processes refunds and
transfers through debit/credit machines and occasionally through the online e-payment system
• Receives and reviews invoice applications to ensure all appropriate information is documented on the
letter of authorization or purchase order. Before the invoice process is started, follow up is initiated with
the student or organization when information is missing (i.e. company name and contact information,
student name, course name and full cost, signature/approval by company signing authority who is not
the student), etc.
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• Processes invoices (Third Party Billing): Creates the invoice in Campus Solutions through the Third
Party Billing module: includes the review of all information on the organization's letter of authorization
or purchase order and applying the fees to the Organization ID account
• Applies the invoice payment to the student account: includes the registration of the student in the
course &/or admission into the program and verification that the proper fees have been assessed on the
student account
• Prepares the billing information: generates the invoice report, print and final review of the invoice
before it is submitted for internal control and financial reconciliation by designated Faculty of Extension
staff
• Evaluates completed invoices for accuracy
• Provides back-up for the Registration/Accounts Graduation Coordinator in case of training, vacation or
illness (includes banking and balancing of the Faculty's daily revenue taken through the cash office and
recording the revenue types and amounts in Campus Solutions)
Activity Five - Grades and Grade Processing (5%)
• Ensures that stringent security practices are followed
• Provides training and supervision for the part-time evening staff on grade data entry procedure
• Resolves problems related to grade data entry and ensures the proper protocol is followed
• Expedites the grade return process through active liaison with departments. Edits and follow-up
with program units on missing grades or unapproved standings
• Ensures grades of incomplete are updated and disciplinary remarks are removed from student
transcripts according to University policy
• Audits, identifies and corrects grading errors
Activity Six - Organizational Support (5%)
• Assists the graduation team lead with various tasks associated with the annual Faculty graduation:
assists in the preparation of the parchment fi le; assists with the graduation invitation & RSVP mail out;
assists with the preparation of the parchment folders; assists at the graduation ceremony
• Maintains and distributes classroom and meeting room keys for day-to-day use within the faculty, and
ensures all keys are returned in a timely manner
• Gives directions to students and the general public for locations within the building and the downtown
core
• Assists and participates in the interview committee when recruitment is required for various positions
within the Faculty of Extension's Registration Office
• Creates gift certificates and gift coupons as requested
• Fosters strong relationships with other service and program areas to ensure effective communication
is maintained
• Performs other duties as required
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4. KNOWLEDGE: Identify the minimum formalized training/education and/or qualifications
required to prepare an individual to be functional in the position.
A High School Diploma or less with greater than 18 months to become functional in the role
 Knowledge, understanding and experience in PeopleSoft Campus Solutions is an asset
 Three years’ experience in front line customer service
 Extensive experience in data entry or office administration
 Good working knowledge of People Soft Campus Solutions
 High level of computer proficiency using MS Office applications (Word, Excel, Outlook)
 Excellent communication (oral and written), interpersonal, organizational and problem
solving skills as well as the ability to multi task
 Experience in a student services position at a post-secondary institution is an asset
 Ability to work independently as a key member within the multi-faceted registration office
environment
 Knowledge of current University of Alberta policies, procedures and environment is an asset
5. INDEPENDENCE OF ACTION: Describe the initiative required, the creativity and original
thought, and also the amount of direction and control received from the supervisor or standard
practices and precedents.
A. What types of decisions are made independently?
The student services advisor will:
• Work independently to provide program and course information to students and, if necessary,
suggests alternatives for courses that have reached maximum enrolment
• Advise students on a specific program plan
• Directly assist students with the registration process and recommends appropriate programs or
activities for specific training/educational needs
• Advise students on possible course of action regarding Extension’s registration, refund, withdrawal
and transfer policy (i .e. suggest what to do to appeal a policy decision, to request special consideration,
or to suggest changes to policy)
• Follow-up with student or organization when information is missing for third party billing
• Ensure correct interpretation of information contained on student applications results in the
expedient processing of applications
• Identify data problems with the student record and, if required, makes the appropriate corrections
• Anticipate potential problems and recommend appropriate solutions in order to prevent a negative
impact to the student or Faculty
• When requested, review incoming resumes and provides feedback to the Registration Office
Coordinator related to recruitment of registration office staff
• When requested, make suggestions as to the fit of new employees and, pending reference checks,
assists the interview panel make the final decision of a new hire for the Registration Office
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• Independently make decisions on requests for withdrawal or transfer under special circumstances
(i.e. the withdrawal or transfer deadline has passed)
B. For what actions is it necessary to consult someone? Are approvals or instructions verbal or in
writing?
Enter text here.
6. CONSEQUENCE OF ERRORS: Identify the extent of losses which result from mistakes in
judgment or poor decisions (typical instances, not rare or extreme ones), and the responsibility
for safety of others.
Enter text here.
7. CONTACTS: Identify the contacts and the purpose of the interaction.
A. Inside the University
Enter text here.
B. Outside the University
Enter text here.
C. Information Sources
Enter text here.
8. SUPERVISION: If this position is not required to supervise staff, please indicate “n/a”.
A. Describe all aspects of formal supervision required of this position. Please be sure to complete
Part B.
Enter text here.
B. Please indicate how many staff members are supervised by the position.
Full-time employees:
Part-time employees:
Casual employees:
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9. PHYSICAL DEMANDS: Describe the degree, frequency, severity, intensity and continuity of
physical activity and/or intense visual concentration required.
A. Activities
Enter text here.
B. What types of equipment or tools are used in the job?
Enter text here.
10. WORKING CONDITIONS: Describe the disagreeable aspects of the job environment in
relation to employee safety and comfort, and the severity and frequency of exposure to
workplace hazards.
Enter text here.
11. SIMILAR POSITIONS AT THE UNIVERSITY OF ALBERTA: Please list any position numbers,
titles, departments or incumbent names that may be considered to be similar.
Enter text here.
12. ORGANIZATION CHART: An organization chart is mandatory for the evaluation process to
be completed. You may include this as a separate attachment or file may be pasted/
embedded below
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JOB FACT SHEET
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