Front Line Advisor

UNIVERSITY OF ST. MICHAEL’S COLLEGE

JOB OPPORTUNITY

This position is covered by United Steelworkers “All Employee” Bargaining Unit

POSITION SUMMARY

The successful candidate will act as a first point of contact (in-person, telephone, email) in the Registrar’s Office at St Michael’s College. They will provide informed, proactive, student-friendly advice and service in a fast-paced environment. The Front Line Advisor will be expected to assist SMC students with understanding degree requirements and Faculty of Arts and Science rules and regulations. They will be expected to provide basic academic advising to students and to assist current and prospective students with common questions or issues such as those related to admissions, enrolment, fees, course selection, transfer credits, petitions, financial aid, and registration. They will determine urgent support needs and often work to advise students who are distressed. They will assess and proactively anticipate student needs in order to refer them to advisors and/or other programming. They will assist the team in the Registrar’s Office with general administrative support, including updating of website and social media material, assistance with organized student-facing events, and preparation of publications or messaging to students. As the first point of contact for students, the Front Line Advisor will be expected to present the welcoming, approachable, supportive, and knowledgeable face of the office. They will be expected to act as fitting ambassadors of a College that prides itself on welcoming students of all backgrounds, communities, and experiences and on supporting students into academic success.

DUTIES & RESPONSIBILITIES

• Acting as the first point of contact for general enquiries to the office.
• Resolving, through proactive and informed advising, issues within the scope of the role and referring/escalating issues as required.
• Assessing student enquiries/needs and making appropriate referrals to academic advising and other resources or services.
• Assisting in drafting and sending letters/e-mails to students and other divisions (including but not limited to Letters of Permission, Entry to Canada, Registered Education Plans, and Scholarships).
• Assisting with SMC recruitment efforts, on- and off- campus, occasionally during non-regular office hours.
• Assisting with communications in various social media channels and helping to keep relevant web pages updated.
• Serving as liaison with other departments on event-related matters (food services, facilities, conferences).
• Gathering, interpreting, and maintaining office statistics (email, student contacts, ROSi diagnostics, petitions, re-registrations, and others), and preparing monthly reports.

• Ensuring that colleagues in the office are kept aware of topics that require immediate attention.

ESSENTIAL QUALIFICATIONS

• Bachelor’s Degree.
• Minimum two years working in a front-facing capacity in a post-secondary environment.
• Experience communicating with students in person and via email.
• Experience of University of Toronto and Faculty of Arts and Science regulations, procedures, and program offerings.
• Experience with student information systems (e.g. ROSI)
• Proven ability to work under pressure in a fast-paced environment.
• Excellent oral and written communication skills in English.
• Proven ability to meet deadlines, prioritize issues/deadlines in the face of simultaneous and multiple demands, be flexible, take initiative, and work independently.
• Excellent one-on-one interpersonal skills.
• Strong attention to detail and an ability to interpret, understand, apply, and communicate complex policies and procedures.
• Ability to collaborate effectively in a team and to know when to consult or refer.
• Highly organized, articulate, conscientious, diplomatic; good listener; demonstrates good judgment and reliability; service-oriented with a friendly manner.
• Ability to create and edit documents in Microsoft Suite, in particular Excel, Word, Power Point and Sharepoint.

DESIRABLE QUALIFICATIONS

• Knowledge of the academic programs of St Michael’s College and its student population.
• Experience creating, posting, and managing social media and web content.
• Experience managing large virtual meeting sessions (Zoom, Teams).

We thank all applicants for their interest. Only those considered for an interview will be contacted.

The University of St. Michael’s College is strongly committed to diversity within its community and especially welcomes applications from racialized persons/persons of colour, women, Indigenous/Aboriginal people of North America, persons with disabilities, LGBTQ persons, people who take a religiously informed view of human experience, and others who may contribute to further diversification of ideas.

All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

If you require accessibility accommodation, please contact Human Resources at hr.stmikes@utoronto.ca.