Associate International Student Advisor, Client Services

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 position. In 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

Please include a cover letter sharing your interest and fit with this position. Applications without cover letters will not be considered.

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

Plans, develops, implements, and evaluates a variety of effective and innovative front-line and online recruiting and advising services and programs for prospective international students, their parents and counsellors. Develops and delivers presentations and regularly undertakes group and one-on-one advising, in-person or via online channels.

Provides effective recruiting and advising services to international (visa) students and Canadian students schooled outside of Canada on behalf of the University, as well as international (visa) students schooled within Canadian colleges, high schools and English language training programs, in support of the International Student Initiative's enterprise-wide mandate to meet the Faculties' international enrolment targets in undergraduate programs as well as in select other programs that have been identified as strategic initiatives for the University.

Organizational Status
Reports to the Team Lead & International recruiter, Client Services for day-to-day operational matters with a dotted line to Manager, International Recruitment, Client Services & eRecruitment for overall strategy. Works collaboratively with members of other ISI recruitment teams and ISI staff at both UBC's Okanagan and Vancouver campuses. Works closely and collaboratively other units in Enrolment Services, particularly the International Admissions unit, (Associate) Enrolment Services Professionals, Student Recruitment & Advising (domestic) staff; Staff within International Programs and Services; and Faculties and academic advising units.

Major Responsibilities

Plans, develops and implements effective and innovative front-line recruiting and advising services

• Plans, develops and implements recruitment activities to encourage prospective undergraduate international students to apply to UBC, complete their application and accept their offer of admission. Examples may include conducting regularly scheduled live text chat events, online information sessions, video webinars and responding to inquiries from prospective students.

• Advises prospective international students during online information events and on-campus events.

• Plans, develops and conducts special online events such as Applicant Information Sessions or other types of online yield events, targeting newly-admitted international students.

• Collects and maintains data on the origin of prospective students, tracking and assessing patterns of participation and contact, designing and delivering other assessment tools to solicit feedback from prospective students to determine levels of satisfaction and overall effectiveness of program in meeting recruitment goals.

• Works with the CRM system to load, tag, analyze student interactions to determine effectiveness of recruitment/advising channels.

• Produces qualitative and quantitative summary reports and makes recommendations for changes and improvements to the Manager, International Recruitment, Client Services & eRecruitment.

• Works closely with the Recruitment Marketing and Prospective Student Engagement (RMPSE) team to develop innovative presentations for use during online events and send invitations to prospective students via UBC's client relationship management system.

Performs advising and recruiting services

• With a best practice in advising framework in mind, provides advising services in a professional manner, anticipates prospective international student needs, proactively responds to student requests, provides recommendations extending beyond a student's presenting request and finds opportunities to coach students toward independence and self-direction.

• Advises prospective international undergraduate students, their families and counsellors on admission requirements, application deadlines and processes, tuition fees, financial awards availability and eligibility requirements, on-campus housing opportunities, academic program availability, orientation programs, and all other features of the undergraduate international student experience at UBC.

• Prepares and delivers effective presentations to groups large and small, proficiently using multi-media materials and other collateral to support public presentations.

• Advises prospective international students and their families visiting the campus and provides post-tour advising services to students and families participating in the Campus Tours program.

• Plans and delivers effective group advising sessions in a variety of settings, including online and in person.

• Identifies and recommends systems, policies, regulations and guidelines to solve unusual complex problems presented by prospective undergraduate international students that cross organizational boundaries while respecting organizational roles.

• Work with Recruitment Marketing & Prospective Student Engagement team to develop social media initiatives and promotional print and multimedia materials to outreach prospective international students

Provides other services related to Recruitment and Advising

• Works proficiently with the Student Information System to obtain information on the status of a student's inquiry or application for advising purposes.

• Works proficiently with the CRM system to plan programs and services, run reports, and communicate with prospects and applicants; captures and manages information regarding sensitive advisory interactions with students using best practices and sound knowledge of applicable privacy policy and legislation.

• Adheres to UBC's policies on safeguarding security of data and electronic devices; adheres to Freedom of Information and Privacy policies with regard to student advising. Exercises sound judgment and follows departmental protocols for travel safety and communication with the home office when travelling locally, and stewards the University's property and resources responsibly in carrying out recruitment and advising services.

• Participates in the evaluation of the personal profile component of the UBC application for the purpose of international undergraduate awards adjudication under the direction of the ISI Awards team.

AS AN ISI TEAM MEMBER

• Models commitment, a valuing of diversity, a pursuit of inclusivity, respect for others and the work;

• Carries out all work duties in an exceedingly professional and ambassadorial manner;

• Contributes to a culture that supports innovation, and that identifies new programs and initiatives that will move the university forward towards achieving its international enrolment goals.

• Contributes to a team culture that supports integration and collaboration across all of ISI's functional teams;

• Contributes to a team environment that celebrates diversity, builds on strengths found in differences and seeks to encourage growth in all members of the team.

Consequence of Error/Judgement
This position is responsible for providing effective recruitment advising services and delivering accurate information about degree programs and admission to the University's undergraduate faculties. The dissemination of inaccurate information, exercise of poor judgment, without due tact and sensitivity would result in the loss of confidence in UBC by the student, the student's parents and school counselors and could jeopardize the school's relationship with UBC. Poor performance in carrying out recruitment and advising services would damage the University's reputation abroad and at home. Advising overseas students, counselors, and others incorrectly could have serious and costly consequences for the prospective student. Inability to plan and carry out activities in a well-organized and professional manner could result in lost opportunities and cost overruns. Poor performance would reflect negatively not only on the ISI, but on the University as a whole and would deter international students from choosing UBC thus jeopardizing the University's ability to meet its international student enrolment objectives.

Supervision Received
Works independently without direct supervision but within established guidelines, in close consultation with the Manager, International Recruitment, Client Services & eRecruitment and International Student Recruiter and Advisor, eRecruitment. Works closely and cooperatively with the other recruiter/advisors assigned to the team, as well as with other staff in the ISI and Enrolment Services and within the University to meet the goals and objectives of the International Student Initiative. Position is subject to annual performance reviews.

Supervision Given

May provide supervision to student or temporary staff. Participates in the hiring, training and supervision of other staff as needed. May assist in the training of other new staff members who join the team.

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 one's own

- Demonstrates a commitment to enhancing one's own awareness, knowledge, and skills related to equity, diversity, and inclusion

Education/Work Experience

• A sound knowledge of University admission criteria, services and resources for international students.

• Ability to communicate in an additional language preferred.

• Knowledge of major secondary educational systems would be an asset, including provinces in Canada, British patterned, US, IB, and other systems.

• Experience in a post-secondary education setting preferred.

• Demonstrated accuracy and attention to detail, especially when working under pressure to meet deadlines.

• A marketing or public relations background would be an asset.

• International experience preferred.

• Experience in student advising and delivering presentations preferred.

• Previous experience with Student Information Systems or other enterprise database solutions and customer relationship management systems preferred.

• Experience applying technology to improve student and or client services an asset.

Performance competencies and criteria:

• Demonstrated ability to perform effectively in public-speaking roles.

• Demonstrated ability to communicate effectively orally and in writing.

• Demonstrated ability to work effectively as a member of a team.

• Ability to take initiative and exercise resourcefulness.

• Excellent interpersonal and diplomacy skills as well as strong intercultural communication skills.

• Demonstrated time management skills with the ability to effectively prioritize, multi-task and organize work.

• Be resourceful and able to analyze problems, identify key information and issues and propose effective solutions.

• Demonstrated ability to independently exercise appropriate judgment to make important decisions on matters of varying complexity.

• Proven ability to use an inclusive approach to develop and cultivate relationships with students, faculty, staff and members of the external community.

• Proficiency in using Microsoft Word, Excel, Outlook, and other standard office software preferred.

• Be able to work some Saturdays and evenings.

• Possession of a valid BC Driver's License.

• Ability to travel in Canada, mainly within the Lower Mainland if required.

• Preference given in the selection of candidates to Canadian citizens or permanent residents of Canada.