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Client Services Advisor

University of Toronto -
Toronto, ON

Postuler dès maintenant

Détails du poste

Temps plein
De 67 916 $ à 86 855 $ par an
Il y a 5 jours

Profil recherché

Logiciels de gestion de données
Traitement de texte
Tableurs
Études postsecondaires
Système de gestion scolaire
Traitement des plaintes
Baccalauréat
Service à la clientèle
Orientation axée sur le service à la clientèle
Saisie de données
Sens de l'organisation
Systèmes de gestion de documents
Compétences en communication
Interaction avec les clients

Description complète du poste

Date Posted: 08/19/2026
Req ID: 49901
Faculty/Division: Vice Provost Strategic Enrolment Management
Department: University Registrar's Office
Campus: St. George (Downtown Toronto)
Position Number: 00051898
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 Admission and Awards enquiries from students across all three campuses through in-person, telephone, and email interactions. Working in-person within a busy, high-volume service environment and as part of a small collaborative team, the incumbent is expected to be reliable, resourceful, adaptable, and committed to providing professional and student-centred service.

The incumbent provides detailed information regarding admissions and awards guidelines, policies, processes, and procedures, and refers non-standard, difficult, or complex enquiries to the appropriate service area coordinator. Using Slate, ROSI, internal University Registrar's Office HUB applications, and other service area applications. The incumbent supports students in navigate complex processes while ensuring communication is clear, accurate, empathetic, and professional. The role requires the ability to communicate difficult or unfavourable information with sensitivity, confidence, and consistency.

The incumbent also acts as a resource to colleagues by supporting training and providing day-to-day operational support. In addition, the incumbent responds to complaints, assesses whether escalation is required, and contributes to maintaining a positive and respectful client service environment.

The role also provides administrative support to the admissions application process by reviewing submitted applications and supporting documents for completeness and updating application statuses within university systems and portals.

Your responsibilities will include:
Acting as the first point of contact for admission and awards enquiries
Providing detailed information on processes, policies, and procedures
Providing detailed information regarding admission and awards issues 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 or other programs
Experience working with university student information systems, including Slate, HUB applications, and ROSI.
Demonstrated experience applying admissions and awards process, with strong knowledge of the 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):
Knowledge of post-secondary institutions and an understanding of the functions and services provided by related offices and departments.
Experience working with post-secondary education applications 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: 08/28/2026, 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.

Job descriptions are available upon request for internal applicants.

Diversity Statement

The University of Toronto embraces Diversity and is building a culture of belonging that increases our capacity to effectively address and serve the interests of our global community. We strongly encourage applications from Indigenous Peoples, Black and racialized persons, women, persons with disabilities, and people of diverse sexual and gender identities. We value applicants who have demonstrated a commitment to equity, diversity and inclusion and recognize that diverse perspectives, experiences, and expertise are essential to strengthening our academic mission.

As part of your application, you will be asked to complete a brief Diversity Survey. This survey is voluntary. Any information directly related to you is confidential and cannot be accessed by search committees or human resources staff. Results will be aggregated for institutional planning purposes. For more information, please see http://uoft.me/UP.

Accessibility Statement

The University strives to be an equitable and inclusive community, and proactively seeks to increase diversity among its community members. Our values regarding equity and diversity are linked with our unwavering commitment to excellence in the pursuit of our academic mission.

The University is committed to the principles of the Accessibility for Ontarians with Disabilities Act (AODA). As such, we strive to make our recruitment, assessment and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities.

If you require any accommodations at any point during the application and hiring process, please contact [email protected].

Job Segment: Document Management, Information Systems, Database, Administrative Assistant, Customer Service, Technology, Administrative

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