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Information and Client Services Coordinator I

Tracking Code: req140

Faculty/Department: Office of the Registrar

Number of Positions: 1

Appointment Type: Full-Time Continuing

Hours of Work: 35 hours per week

Salary Range: Level 6 - Starting Salary, Step 1 $49,558

Posting Date: May, 19 2022

Closing Date: May 26, 2022

Job Summary:

Nature of work:

  • This position reports to the Manager, Information and Client Services.
  • Fast-paced environment; work under pressure; high attention to detail required, deadline-driven; highly collaborative.

Responsibilities/accountabilities:

  • Provide stellar customer service which includes responding to student queries via email, along with occasional phone calls and front-line coverage (during peak cycles).
  • Sort, categorize and respond to emails in a timely manner.
  • Troubleshoot client problems effectively, identify and analyze any student escalations, and provide accurate solutions or referrals to management or area experts.
  • Respond to student requests for information about their student records.
  • Responsible for administrative support for all Office of the Registrar departments including OSAP processing, registrarial functions, admissions, recruitment, records and occasionally scheduling.
  • Coordinate the work flow in the student information systems, such as BDMS, Banner, Bursary Recording System, and the Ministry portal.
  • Maintain a knowledge base of all departments in the Office of the Registrar to provide information, perform student service transactions and provide timely referrals to area specialists, academic advisors and other University staff.
  • Pull, analyze, and organize data analytics on call performance, survey feedback, etc. and then disseminate to required stakeholders.
  • Review and update out-of-office communications for the email and phone systems.
  • Coordinate student-facing communications for all registrarial related areas.
  • Review web content and work with the Manager and Coordinator II's to update content - specifically to the Registration Guide.
  • Coordinate workflow required for system generated and manual OSAP Confirmation of Enrolments.
  • Responsible for processing supporting documentation for OSAP.
  • Assist with Campus ID duties including, responding to student/faculty/staff queries, printing Campus Cards, verifying student ID, and mailing out cards.
  • Assist the Financial Aid team in administering student account deferments.
  • Process fee charges to student accounts.

Responsibilities may also include :

  • Provide in-person (when on-campus) and webinar presentations to high schools, faculty advisors and students on registration activities.
  • Confirm T2202 course detail parameters in compliance with Canada Revenue Agency tax rules. Process information, including compile, calculate, tabulate, audit and verify tax related information or data.
  • Work in the Q-flow system; liaise with the developers at Q-flow to troubleshoot and to develop new solutions for bottlenecks in service.
  • Other duties as assigned by the Manager.

Required Skills:

  • Excellent customer service skills;
  • Ability to work in a high-pressure environment and maintain composure;
  • Strong systems knowledge (i.e. Banner, Google Docs, BDMS, One-Key and Q-Nomy an asset);
  • Exceptional oral and written communications;
  • Excellent attention to detail with a high level of accuracy;
  • Friendly with a high-level of empathy and compassion;
  • Ability to prioritize;
  • Ability to work independently and in a collaborative team environment;
  • Time management;
  • Ability to take initiative;
  • Strong organizational skills;
  • Strong judgement, flexibility and adaptability;
  • Ability to work in a fast-paced environment;
  • Demonstrated ability to establish and maintain collaborative relationships;
  • Ability to work with and communicate with a diverse clientele;
  • Strong tact and negotiation skills
  • Integrity and the ability to maintain confidential information;
  • Excellent computer skills including: Microsoft Office (Word, Excel, PowerPoint) and internet applications.
  • Some Communications experience is an asset.

Required Education:

  • Completion of a formal 3-year post-secondary/college/university program, or equivalent.
  • Verification of Academic credentials may be required

Required Experience:

  • Minimum one year's experience working in a high-volume customer service environment; two years preferred, preferably within a University setting.
  • Advanced skills in using software and computer programs such as Windows, Microsoft Office, Excel and PowerPoint, with the ability to learn new programs, as required.
  • Strong systems knowledge (Banner, BDMS, One-Key, Qnomy, etc.); willingness to learn new systems.

How to Apply:

Interested candidates should submit in electronic format a covering letter and their resume. Applications will be accepted until May 26, 2022 or until a suitable candidate is found. We appreciate all applications received; however, only those candidates selected for an interview will be contacted.

This position falls within the bargaining unit represented by the Ontario Public Service Employees Union (OPSEU) and will be subject to the terms and conditions of the collective agreement between the university and the OPSEU. To the extent that policies are not included in the collective agreement, employment will also be governed by the university's policies which may also be found on our website https://ontariotechu.ca and which may be amended from time-to-time.

Ontario Tech University is an equal opportunity employer and welcomes applications from all qualified candidates, while especially encouraging applications from women, members of visible minorities, Indigenous peoples, persons with disabilities, and persons of any sexual orientation, gender identity, and gender expression. All qualified candidates are encouraged to apply; however, Canadian citizens, permanent residents and Indigenous Peoples in Canada will be given priority.

Ontario Tech University respects people's different needs and therefore will take all reasonable steps to ensure accommodation for applicants where appropriate. The University is also committed to ensuring that confidentiality is maintained throughout all aspects of the recruitment cycle.

Prior to May 1, 2022, the university required all students, faculty, staff and visitors (including contractors) to be fully vaccinated against Covid-19 as defined by our mandatory vaccine directive. This directive was paused, effective May 1, 2022, but may be reinstated at any point in the future depending on public health guidelines and the recommendations of experts. All employees of the university will be expected to comply with the requirements of this directive.

The university recognizes faculty and staff may require accommodations. We are committed to an accommodation process in which individualized needs (e.g. for medical and religious/creed grounds) are appropriately addressed under the Ontario Human Rights Code. A COVID-19 Vaccination Accommodation Application Form is available. If you require accommodation, please contact Julie Day, Health and Disability Management Specialist. For more information about the universities policies for accommodating employees with disabilities please review the university's Accessibility Policy

The university acknowledges the lands and people of the Mississaugas of Scugog Island First Nation which is covered under the Williams Treaties. We are situated on the Traditional Territory of the Mississaugas, a branch of the greater Anishinaabeg Nation which includes Algonquin, Ojibway, Odawa and Pottawatomi.

Job Location: Oshawa, Ontario, Canada

Expected Start Date: 6/1/2022

Expected End Date:

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