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The Associate Enrolment Service Advisor (AESA) is a student-focused advising professional and a highly visible representative of Enrolment Services (ES) and the University. This role blends registrarial expertise with financial support advising to deliver responsive, student-centred guidance that empowers students to navigate their academic journey.

As a member of Enrolment Services, the AESA provides professional advice to students through complex and interrelated topics such as tuition, fee assessment and collection, financial support, student records, registration, admissions, transfer credit and domestic prospective student advising. The AESA also advises prospective domestic students and plays a pivotal role in fostering their connection to UBC’s Okanagan campus.

The AESA contributes to the development and delivery of student service programs, ensuring services reflect UBC’s values of excellence, inclusion, and accountability. Drawing on a deep understanding of academic programs and the student experience at UBC Okanagan, the AESA helps create an environment where students feel supported, informed, and empowered to make decisions that support their academic and personal success.

The AESA plays a key role in contributing to, interpreting, assessing, and delivering ES student service programs and strategic recommendations in support of the establishment of service standards. It is part of a network of advising professionals who collectively contribute to UBC's exceptional learning environment.

The AESA reports to the Associate Director, Student and Academic Support. This position works independently and receives support from other Enrolment services colleagues. The AESA works closely with Enrolment Services colleagues and academic and student affairs professionals at the University, including other staff in the Provost & VP, Academic Portfolio (Go Global, International Student Initiative, etc.), the academic faculties and the Associate Vice-President, Students portfolio (International Student Development, Counselling Services, etc.). The AESA represents ES on teams, committees, and working groups internal and external to ES, including government and agency committees.

Admissions and General Student Advising

• Delivers pro-active, student-centered advising that prioritizes first-contact resolution, while proactively identifying and responding to evolving student needs.
• Applies expert knowledge of registration policy and systems to resolve issues, ensuring a high level of service consistency.
• Provides integrated advising to students regarding financial support, tuition, records, admissions, and registration across multiple communication channels.
• Applies institutional knowledge and independent judgement to troubleshoot and resolve a wide range of student issues, including sensitive or complex student cases related to tuition, academic record accuracy, financial support inquiries.
• Serves as a connector between students and campus resources, providing personalized support and referrals to ensure students access the services they need.
• Interprets and advises on the UBC Academic Calendar and related institutional policies, liaising with academic advisors, faculty and enrolment services staff to resolve cases including complex registration questions
• Offers dedicated advising to Non-Degree Studies students (e.g., Access Studies and Concurrent Studies), including guiding registration, academic progress and ensuring the appropriate overrides to student files.
• Advises prospective students on program and admission requirements, policies, and educational options. Interprets guidelines and provides tailored recommendations that align with students’ long-term academic and financial success.
• Reviews application materials and confirms completion of admission requirements, ensuring alignment with award and scholarship opportunities for new students.

Financial Support Advising and Student Financial Services

• Advises students on a wide range of financial support options, including scholarships, bursaries, provincial and federal loans (including U.S. loans), emergency funding, and appeals.
• Assesses financial aid applications by analyzing student financial profiles, academic performance, and co-curricular involvement to determine eligibility and adjudicate awards.
• Acts as a financial coach, helping students navigate complex funding processes and systems; delivers workshops and resources to support financial literacy.
• Manages processes related to tuition payments, refunds, student financial holds, ID and transcript services, and advises on fee-related policies and exceptions.
• Supports the UBC General Bursary Program and other award programs through communication, adjudication, appeals, and annual renewal processes.
• Reviews and approves emergency funding requests; coordinates tuition deferments, financial advances, and residence fee deferrals in collaboration with senior colleagues.
• Ensures accurate and timely updates to student records related to award disbursement, renewals, and funding eligibility.
• Works with Business Solutions, Student Financial Management, and IT teams to resolve system issues affecting payments and financial records.
• Uses multiple systems (e.g., Workday, Appian) to resolve complex and sensitive student financial cases; escalates to senior advisors when appropriate.
• Maintains accurate audit records, financial deposits, and transaction documentation in alignment with institutional policy.
• Coordinates cyclical award application processes, ensuring timely submission, adjudication, and disbursement.
• Monitors unassigned awards and works with faculties to allocate donor-funded awards in alignment with donor intent.
• Interprets and applies UBC’s Financial Aid Policy (LR10) consistently in decision-making and in the development of student and staff training materials.

Planning, Evaluation and Training

• Identifies trends, feedback, and challenges in service delivery and contributes to continuous improvement of student support strategies.
• Informs policy development through a student-centered lens and partners with campus and external stakeholders to advance service innovation.
• Participates in consultations and contributes to service evaluations through data gathering, reporting and workshop facilitation.

Partnerships

• Collaborates across Enrolment Services and the wider campus to enhance continuity and coherence with the student experience.
• Builds proactive relationships with faculty, student service units and community partners to coordinate support and align institutional goals.
• Engages with key partners, including: colleagues in other ES units; international student recruiter/advisors; academic advisors and student affairs professionals; faculty; parents; guidance counsellors; student leaders; and residence life advisors

Consequence of Error

Work performed by Enrolment Services is critical to the success of the University and its ability to deliver on the goals articulated in UBC's strategic plan. The AESA 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 its Faculties among community stakeholders could be adversely affected. AESA errors could also compromise the University\'s ability to meet its enrolment and student retention targets.

Supervision Received

The AESA reports to the Associate Director, Student and Academic Support, and is supported by the mentorship and coaching of colleagues within the Student and Academic Support team to achieve specific goals and objectives. The incumbent works both independently and within a team environment.

Supervision Given

This position may contribute to the orientation and training of student employees. May participate in the hiring of staff and/or student employees (i.e. work learn students, peer advisors, etc.).

Minimum Qualifications

• Undergraduate degree in a relevant discipline.
• Minimum of one to two years of related experience or the 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 and/or training in student services, student affairs, or a related field (asset)
• Experience in a service-centered environment, preferably within student affairs and services.
• Experience in student or client advising or counseling (UBC experience preferred)
• Experience interpreting, applying, and advising on policies and procedures
• Knowledge of best practices in enrolment or student services, or comparable work experience.
• Preferred experience in at least one of the following: student records, registration, student recruitment, admissions, or student financial support
• Proficiency with standard office software
• Experience applying technology to improve student/client services an asset
• Experience with Student Information Systems or other enterprise database solutions/CRM systems preferred; experience with Workday Student an asset
• Ability to provide effective and appropriate guidance and counsel (e.g., career counseling)
• Skilled listener with the ability to identify and respond to sensitive issues with empathy and diplomacy
• Demonstrated ability to build, manage and maintain high-quality and productive relationships across cultural difference.
• 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
• Resourceful, with strong problem-analysis and solution skills
• Ability to exercise independent judgment in complex decision-making
• Excellent interpersonal, communication, and presentation skills
• Accuracy and attention to detail, particularly under pressure to meet deadlines
• Ability to collaborate and share expertise within a team
• Leadership skills, including the ability to supervise student employees
• Strong time management skills with the ability to prioritize, multi-task, and organize work
• Enthusiasm for continuous learning and development
• Experience working with diverse cultures and/or multilingual ability (asset)
• Due to the service nature of this role the incumbent will be required to work on campus.