Client Services Advisor

Responsibilities

• Act as the first point of contact for financial aid enquiries via in-person, telephone, and email interactions
• Provide detailed information regarding financial aid guidelines, policies, processes, and procedures
• Support students in navigating complex processes with clear, accurate, and empathetic communication
• Review submitted financial aid applications and supporting documents for completeness
• Update and maintain database records within university systems and financial aid portals
• Troubleshoot and resolve routine issues while escalating complex enquiries to appropriate coordinators
• Provide non-supervisory administrative guidance and support to colleagues

Requirements

• Bachelor's Degree or an acceptable combination of equivalent experience
• Minimum of three years of experience in post-secondary admissions or financial aid
• Proven knowledge of OSAP or other government financial aid programs
• Experience with student information systems and portals such as Slate, ROSI, OneKey, or HUB applications
• Advanced computer skills, including word processing and spreadsheet manipulation
• Demonstrated ability to handle confidential information and maintain student privacy
• Excellent customer service skills with the ability to remain composed under pressure and handle difficult client interactions

Preferred Qualifications

• Knowledge of post-secondary institutional functions and related departmental services
• Experience working with document management systems
• Familiarity with institutional and government financial aid program structures

About the Company

The University of Toronto is a global leader in education and research. The Client Services unit within Strategic Enrolment Management supports admissions, financial aid, and awards operations, providing essential first-point-of-contact services to prospective applicants, current students, and university staff.