Associate Applicant Services Advisor

Job Category

Job Profile

Job Title

Department

Compensation Range

The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge qualifications and experience for the the normal course employees will be hired transferred or promoted between the minimum and midpoint of the salary range for a job.

Posting End Date

Note: Applications will be accepted until 11:59 PM on the Posting End Date.

Job End Date

This position is expected to be filled by promotion/reassignment and is included here to inform you of its vacancy at the University.

At UBC we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research innovation and learning for all faculty staff and students. Our commitment to employment equity helps achieve inclusion and fairness brings rich diversity to UBC as a workplace and creates the necessary conditions for a rewarding career.

Job Summary

The Associate Applicant Services Advisor supports the effective and timely processing of undergraduate and non-degree applications by coordinating applicant services portfolios and managing the daily operations of the document processing team. The role provides direct supervision to document processing staff ensures the effectiveness of application workflows and oversees the administration of personal profile reading Provincial Attestation Letters (PALs) deferrals and the non-degree portfolio. The position also assists in training workflow monitoring process improvement and data analysis ensuring service excellence and compliance with Senate-approved policies.

This role is integral to maintaining accuracy efficiency and fairness in the application process directly impacting the Universitys enrolment outcomes and applicant experience

Organizational Status
The Associate Applicant Services Advisor reports to the Manager Applicant Services. The role works independently under general direction and exercises judgment aligned with university policies guidelines and procedures. The position manages staff engaged in document processing supports the work of profile readers provides functional supervision to Team Leads and Admissions Coordinators and collaborates closely with Advisors across Undergraduate Admissions and Enrolment Services.

Work Performed

Application and Document Oversight

• Directly manages document processing staff including hiring support training scheduling performance monitoring and coaching.

• Oversees the daily flow of applications and documents to ensure timeliness accuracy and adherence to standards.

• Analyzes workflow trends and reallocates tasks as needed during peak cycles.

• Ensures staff follow FOIPPA and University policies in handling applicant information.

• Oversees the resolution of document-related issues by staff and escalates highly complex or exceptional cases to the Manager.

• Prepares recommendations for special cases (e.g. late applications refunds or unofficial documents) for review by the Manager.

• Oversees and guides Admissions Coordinators to ensure accurate and efficient processing of applications and documents maintaining service standards during peak submission periods.

Portfolio and Program Responsibilities

• Administers the Provincial Attestation Letter (PAL) process ensuring compliance with federal and provincial requirements.

• Manages the Non-Degree portfolio including certificate diploma and visiting student applications for both campuses.

• Oversees the processing of deferral requests and ensures consistent application of policies.

• Manages service delivery of personal profile reading including coordination with professional and volunteer readers troubleshooting system access issues assigning profiles and compiling reader feedback.

• Acts as a point of contact for staff and faculty partners in relation to assigned portfolios providing interpretation of policy and process guidance.

Advising and Applicant Support

• Provides accurate and supportive information to applicants families and school officials regarding admissions policies and procedures.

• Supports the Manager of Applicant Services in day-to-day oversight and stewardship of the undergraduate appeal process.

• Advises applicants on deferrals appeals and other application-related matters requiring judgement and discretion.

• Exercises tact and discretion in resolving sensitive issues and triaging complex cases.

Training Process Improvement and Other Duties

• Designs and delivers training and ongoing support for document processing staff.

• Provides coaching guidance and mentoring to ensure consistent service quality and staff development

• Provides oversight and direction to Team Leads responsible for documentation and training ensuring materials reinforce consistent service standards across the unit.

• Identifies workflow inefficiencies suggests improvements to the Manager and implements as appropriate.

• Tracks daily/weekly volumes of applications and documents prepares reports for departmental metrics and contributes to productivity analysis.

• Participates in user acceptance testing (UAT) for system enhancements and communicates process changes to staff.

• Performs other related duties as required.

Consequence of Error/Judgement
Errors in the processing or oversight of applications can result in delayed or incorrect admissions decisions reputational damage to the University and significant consequences for applicants including financial and academic setbacks. Failure to comply with policy and regulatory requirements (e.g. PALs) could expose the University to compliance risks. The position requires independent judgment discretion and careful analysis of policy and applicant information.

Supervision Received
Works independently under the general direction of the Manager Applicant Services. Guidance is provided on unusual or complex issues. Work is reviewed in terms of effectiveness accuracy and adherence to policies.

Supervision Given

Directly manages document processing staff including training scheduling workflow oversight and performance monitoring. Provides coaching direction and day-to-day supervision to staff to ensure consistent service standards. Provides training guidance and support to staff and volunteer profile readers. Oversees workflow for assigned applicant services portfolios

Minimum Qualifications

• Undergraduate degree in a relevant discipline.

• Minimum of one to two years of related experience or an equivalent combination of education and experience

• Willingness to respect diverse perspectives including perspectives in conflict with ones own

• Demonstrates a commitment to enhancing ones own awareness knowledge and skills related to equity diversity and inclusion

Preferred Qualifications

• Experience in admissions enrolment services or registrarial environments preferred.

  Experience supervising and developing staff in a high-volume service environment is an asset.

• Excellent oral and written communication skills with the ability to convey complex policies clearly and tactfully.

• Strong interpersonal skills and demonstrated commitment to equity diversity and inclusion.

• 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 ones own biases and assumptions.

• Recognizes and addresses personal and institutional assumptions and behaviours that create barriers to inclusion

• Ability to work independently manage multiple priorities in a high-volume environment and meet strict deadlines.

• Strong analytical skills with the ability to exercise judgment and discretion in decision-making.

• Proficiency with student information systems document management tools and Microsoft Office applications.

• Demonstrated ability to train supervise and evaluate staff ensuring accuracy and quality of work.