Act as the first point of contact for general enquiries
Respond to inbound telephone and email enquiries related to admissions, financial aid, and awards
Provide detailed information on processes, policies, procedures, financial aid issues, financial awards, and admission requirements
Respond to enquiries within the defined scope and redirect non-standard, difficult, or complex queries as appropriate
Troubleshoot and resolve routine issues
Respond to complaints and assess whether escalation to the supervisor is required
Review admission applications for completeness
Update application statuses in the admissions system and applicant portal
Update and maintain database records
Provide non-supervisory administrative guidance and day-to-day on-site support
Support training as a resource to others
Attend the Universities Fair and designated on-campus University Open Houses as required
Requirements 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
Experience applying admissions policies and robust understanding of undergraduate and second entry programs
Excellent customer service skills, with tact and diplomacy when dealing with students, staff, diverse applicant populations, and upset or irate clients
Familiarity with the university's student information systems or a comparable system
Advanced computer skills, including word processing, creating and manipulating spreadsheets,
and navigating multiple websites and systems concurrently
Excellent oral and written communication, interpersonal, and organizational skills
Ability to adapt quickly and accurately to new procedures and changing conditions
Ability to use independent judgment and discretion when responding to enquiries
Ability to maintain composure under pressure
Experience working with education systems worldwide is an asset
Experience with document management systems is an asset
Core Competencies Demonstrates expertise in admissions processes and policies within a post-secondary educational institution, providing exceptional customer service and support to diverse applicant populations. Proficient in managing inquiries, maintaining database records, and adapting to changing conditions while ensuring compliance with institutional standards.
Highest-signal resume keywords Bachelor's Degree
Admissions Policies Application
Customer Service Skills
Student Information Systems Familiarity
Advanced Computer Skills
ATS Optimization Keywords Hard Skills Admissions Process Knowledge
Database Management
Document Management Systems
Policy Explanation
Application Review
Soft Skills Excellent Communication Skills
Interpersonal Skills
Organizational Skills
Tact and Diplomacy
Ability to Maintain Composure Under Pressure
Industry Keywords Post-Secondary Education
Financial Aid
Admissions Requirements
Diverse Applicant Populations
Education Systems Worldwide
Tools & Technologies Student Information Systems
Word Processing Software
Spreadsheet Software