About us:

The Client Services unit supports the admissions, financial aid & awards, student accounts, and operations of Strategic Enrolment Management. Client Services has three main areas of operation: in-person enquiries, telephone enquiries, and email enquiries. The enquiry functions provide the first point of contact for many clients (e.g. prospective applicants, applicants, teachers and parents) – as well as for current students and internal university staff seeking information about all aspects of undergraduate admissions and general information regarding financial aid and student accounts & awards.

Your opportunity:

Under the direction of the Assistant Registrar, Client Services, the Service Coordinator, Client Services, is responsible for coordinating the day-to-day operations of the unit. This includes scheduling and assigning work to staff in the unit, as well as responding to changing needs and priorities. The incumbent is responsible for supervising staff. As the Service Coordinator, the incumbent is responsible for conducting ongoing training sessions on general admission, financial aid, and awards information, policies, procedures, and changes, ensuring staff have the required knowledge, tools, and customer service skills to deliver excellent enquiry service, and resolving complex issues escalated by staff.

The Service Coordinator, Client Services also provides counseling via telephone to students, potential students and their families on processes related to admissions, financial aid and awards; resolves complex, escalated or sensitive client issues; serves as a resource to university colleges, faculties, or departments that utilizes Client Services by providing advice, guidance, and interpretation of university and government policies, processes and regulations related to admissions, financial aid and awards; makes recommendations to financial aid and admissions counsellors about extraordinary cases – as identified during the counseling process.

_Your responsibilities will include:

_

• Overseeing day-to-day operational needs of the unit
• Planning and implementing workflow for a group
• Coordinating staff schedule to ensure proper coverage
• Tracking program metrics to inform continuous service improvements
• Creating and updating student records
• Advising students on program and/or course requirements by probing and providing a range of options and possible consequences
• Resolving issues within the scope of the role and escalating problems as required
• Serving as a resource to a group or on a function

_Essential Qualifications:

_

• Bachelor's Degree or acceptable combination of equivalent experience
• Minimum four (4) years relevant experience with direct client service delivery in a high-volume admissions and/or financial aid environment, preferably at a university or college institution
• Experience in delivering training and managing large numbers of staff, preferably in a unionized environment
• Experience in the coordination of services in a client service environment and the coordination of day-to-day operations
• Direct experience in counselling prospective students in admissions and/or financial aid to undergraduate university programs
• Experience interpreting and applying financial aid policies and University admissions policies and requirements for all undergraduate programs
• Experience using technology to enhance enquiry service delivery and experience utilizing reporting tools
• Advanced computer skills must include word processing, creating and manipulating spreadsheets, posting to and navigating websites, and creating PowerPoint presentations
• Knowledge of institutional, government agency and department policies, procedures and guidelines
• Ability to effectively provide information and advice to staff, students and the general public; individually or in group settings (i.e. one-on-one or group sessions and/or workshops)
• Strong student service orientation: tact and diplomacy in dealing with students and students’ family members, demonstrated ability to relate well with a diverse student population, at times address an upset or irate client or deal with other complex inquiries requiring immediate attention
• Demonstrated commitment to maintaining confidentiality in working with student information
• Ability to adapt to new procedures quickly and accurately
• Must be able to use independent judgment and discretion when advising and counselling, and when responding to enquiries
• Ability to work in a high-volume environment and ability to work well under pressure

_Assets (Nonessential):

_

• Familiarity with the University’s student information system or with a comparable system is highly desirable
• Familiarity with financial budgeting tools and resources is desirable

_To be successful in this role, you will be:

_

• Adaptable
• Communicator
• Multi-tasker
• Problem solver
• Responsible
• Team player