Position Summary

Temporary Full-Time Appendix D Support Staff, replacement contract position (January 5, 2026, to July 30, 2027)

The Fees Officer is responsible for all aspects of student fees within the Registrar’s Office for full-time domestic and international programs. This includes processing payments and refunds, following up on overdue accounts, and responding to inquiries related to student financial matters, in person and virtually. This role requires collaboration across Registrar’s Office service areas, international services and external stakeholders, including government agencies.

Successful candidates will be required to conduct work within Ontario and must be available to work on campus as required. It is anticipated that this position will meet the department’s needs through a hybrid work arrangement, Monday to Friday, 8:30 a.m. to 4:30 p.m., with up to four days on-site at the Doon campus, located at 299 Doon Valley Drive, Kitchener and one to three days remotely. This schedule is based on rotating and varying operational needs.

Responsibilities Student support and customer service

• Serve as the primary contact for student fee inquiries, both in-person and virtually, for students, clients, applicants, sponsoring agencies and community members
• Provide personalized information regarding payments, refunds, invoices, account status and procedures
• Advise students on late fees and overdue accounts; assess, and escalate, to apply exceptions in consultation with the manager
• Investigate and resolve client concerns and complaints related to fees, collaborating with Finance and other departments as needed
• Receive and validate documentation for international student status changes and forward to the coordinator
• Support students with timetable-related inquiries, including reviewing fees, registration status, visa and study permit information, application status, etc.
• Respond to a high volume of emails, verifying account details in the Student Information System (SIS) and directing to appropriate service areas
• Maintain awareness of relevant global practices, including familiarity with Immigration, Refugees and Citizenship Canada (IRCC) policies and restrictions, as well as global financial markets that may impact the student population

Fee processing and financial administration

• Process and approve student refunds using Laserfiche and manual Finance department procedures
• Ensure eligibility for refunds, including IRCC documentation and provincial financial aid Ontario Student Assistance Program (OSAP) information, and review all relevant payment details for the Finance department to initiate the request
• Validate all payments received from web banking and international platforms (e.g., Flywire, PayMyTuition, Convera) and issue confirmation letters
• Responsible for all aspects of delinquent accounts, including assessment of late fees, overdue fees, registration holds, collections coordination and communications
• Prepare customized funding correspondence for government-sponsored programs (e.g., Better Jobs Ontario, Workplace Safety & Insurance Board), ensuring accurate admission requirements, study hours, and book costs are reflected in each letter issued
• Maintain accurate training documentation and process manuals

Front-line support

• Assist Client Services during peak periods or when additional coverage is required
• Use queueing software to triage and respond to fee-related inquiries
• Redirect inquiries to Student Financial Services or Student Records where appropriate

Qualifications

• A two-year diploma in office administration, business, social sciences, or a related field is required
• Minimum two years of relevant practical experience in a customer service environment is required, preferably in an office, financial, or post-secondary setting
• Ability to understand and work with financial information and large databases
• Strong multi-tasking and time management skills in dynamic and demanding situations
• Sound judgement in applying flexibility and discretion
• Excellent interpersonal, public relations, and communication (written, verbal, and listening) skills, with demonstrated use of diplomacy, tact, and conflict resolution abilities
• Ability to explain information and communicate effectively with individuals whose first language is not English
• Demonstrated confidentiality and professionalism in handling sensitive information
• Creative problem-solving skills to resolve complex student issues and develop effective solutions

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