Student Service Representative
About the role
Staff - Union
Job Category
CUPE 2950
Job Profile
CUPE 2950 Salaried - Student Info Support 3 (Gr5)
Job Title
Student Service Representative
Department
ELI Student Services Team A | English Language Institute | Faculty of Education
Compensation Range
$4,314.00 - $4,532.00 CAD Monthly
Posting End Date
November 6, 2025
Note: Applications will be accepted until 11:59 PM on the Posting End Date.
Job End Date
July 9, 2027
This position is for an 18-month leave replacement and the incumbent is required to work on-site at the UBC Vancouver campus.
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 Description Summary
This position is central to the operations of the English Language Institute (ELI) and is part of the student services team. The student services team handles applications for approximately 2000 students per year who are registered for part-time or full-time ELI courses, which run for periods of three weeks up to one year or more. Works independently to provide general information on ELI courses, visa requirements, fees, accommodation, etc., to clients. Responsible for promoting ELI courses to clients. Enters all student course, accommodation, fees and payment information, ensuring it is accurate and current. Provides up-to-date and accurate information on medical insurance requirements for international students.
Organizational Status
The ELI is a unit within UBC Faculty of Education. The Faculty of Education brings UBC excellence in academics, teaching, and research to UBC communities through flexible, innovative, and accessible learning opportunities. The Faculty of Education welcomes thousands of learners from all over the world annually, and supports other UBC faculties to create and deliver programming that meets the career and personal needs of UBC communities while strengthening UBC s contribution to society, industry, and government.
Reports to the ELI International Relationships and Registration Managers. May supervise and train additional support staff hired in peak periods.
The position will be primarily based at the Continuing Studies Building at the UBC Point Grey Campus in Vancouver
Work Performed
-
Incorporates a professional and customer service approach to each interaction with prospective and current learners.
-
Provides clear, comprehensive advice to general inquiries, ensuring that more complex inquiries are forwarded to the correct person for a response.
-
On a daily basis is responsible for promoting ELI programs and courses online and on-campus.
-
Remains current on course offerings as well as general information about visa requirements.
-
Exercises good judgement, works sensitively with individual circumstances and communicates accurately and empathetically with a highly diverse population. Works effectively and respectfully with non-native speakers of English
-
Processes student fees, cash, cheques, credit card or debit card payments and reconciliations, issues receipts and balances daily, complying with the Payment Card Industry (PCI) standards.
-
Advises prospective students about all programs offered, course selection, general requirements for visas, medical insurance, options for accommodation, and other policies and procedures such as cancellations and refunds.
-
Assists students as they complete their application/registration.
-
Keeps track of program online requirements such as minimum age, location and time zones.
-
Ensures that learners are notified of course changes or cancellations; processes refunds in a timely manner.
-
Calculates course and accommodation fess required for local and international incoming and continuing students. Follows up to ensure all fees are collected before start of program. Calculates refunds and/or transfer amounts and ensures that refunds and/or transfer are completed in a timely manner.
-
Communicates information accurately while adhering to Freedom of Information and Privacy regulations.
-
Updates key documents for upcoming programs, including, but not limited to, letters of acceptance, confirmations of registration, email templates and receipts, and the pre departure handbook.
-
Exercises good judgement, works sensitively with individual circumstances and communicates accurately and empathetically with a highly diverse population. Works effectively and respectfully with non-native speakers of English.
-
Maintains familiarity with other areas of the university, such as Enrolment Services and Access and Diversity, in order to respond and appropriately redirect routine inquiries about other UBC services and offerings.
-
Sorts, files, and updates student records. Performs accurate data entry for all aspects of student registration using SRS. Writes up student information forms for new students and matches up incoming payments and forms to existing files.
-
May be required to process group registrations.
-
Generates student record forms, letters of acceptance, transcripts, tax forms and receipts.
-
Processes applications for homestay and campus accommodation.
-
Assists in the organization of material related to airport pickup, campus accommodation, and homestay.
-
Keeps track of printed material supplies and has more photocopied or ordered as needed.
-
Processes outgoing mail and coordinates registration courier pickups by preparing courier package and waybills, calling in courier pickups and collecting courier slips to be forwarded to the ELI accounting department.
-
Follows up with any pending application forms and payments.
-
Supports sample classes in regard to sending reminders, survey emails and Zoom links as well as participating as moderator.
-
Reviews different types of materials for accurate information such as the website, SRS codes, application form course dates, medical insurance dates and annual dates and fees lists.
-
Acts as the main contact for trouble calls for the building, logs in trouble calls and follows up.
-
Creates and posts ads and messages for the monitor located in the lobby.
-
Provides support to colleagues during absences.
-
Submits Service Requests to Planon, working with the Faculty of Education Facilities Coordinator and/or the Associate Director, Administration and Operations to resolve issues. May be asked to inform internal stakeholders of status updates for facilities related issues.
-
Supports students with miscellaneous facilities-related matters, such as vending machines issues and lost and found items
-
Responsible for coordinating campus mail. Sorts and distributes mail each day; opens mail as appropriate and distributes; processes and sorts outgoing mail; sends and receives courier packages.
-
Performs other duties as required.
Consequence of Error/Judgement
Decision-making is based on a thorough knowledge of policies and procedures of the University and the Faculty of Education. Consequence of error is high and poor decisions, judgment or errors would adversely impact learners. Delays in responding to inquiries may results in the loss of registrations. This in turn would jeopardize the reputation and the financial well-being of the Faculty of Education and the University. This position requires very careful attention to details and adherence to deadlines. Meticulous planning, a high degree of organization and excellent time management skills are required.
Interaction with applicants, learners, alumni and UBC faculty and staff is largely unsupervised and tact and professionalism is required at all times. A nonprofessional demeanor, poor level of service or misinformation may damage the UBC reputation and may results in fewer applicants to our programs.
Supervision Received
Works independently on routine tasks. Exercises considerable judgement in performance of duties. Refers complex issues to the International Relationships and Registration Managers.
Supervision Given
May oversee assigned work of clerical support staff hired to cover peak periods. May also assist in training.
Minimum Qualifications
High School graduation and 1 year post-secondary education and 3 years of related experience or the 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
Preferred Qualifications
Senior administrative experience preferred. Related experience preferably in a university environment and as a cultural assistant. Experience with records management is an asset. Knowledge of various types of audio-visual equipment and the ability to set them up. Ability to make thoughtful, informed, and thorough decisions. Ability to speak another language is an asset. Ability to type 50 wpm. Strong customer service orientation. Effective oral and written communication, interpersonal and organizational skills. Ability to exercise good judgement, tact and discretion. Ability to work both independently and within a team environment. Experience working in a fast-paced environment. Ability to effectively manage multiple tasks and priorities. Ability to work in an entrepreneurial environment. Ability to work respectfully across cultural differences. Ability to analyze problems, identify key information and issues, and effectively resolve. Ability to compose complex correspondence and prepare reports in clear concise business English, and to draft complex correspondence for signature. Ability to deal with a diversity of people in a calm, courteous, and effective manner. Ability to obtain and disseminate information effectively and tactfully with individuals from all levels of the University and the external community. Ability to operate a normal range of standard office equipment. Ability to effectively use MS Office at an intermediate level e.g., Outlook, Word, Excel, PowerPoint. Ability to use registrations systems such as Student Registration System SRS and SISC preferred. Ability to determine the nature and urgency of inquiries and issues, and triage appropriately. Demonstrated ability to keep abreast of developments and trends in relevant areas and a commitment to continuously adding to their knowledge base and skills. Personal attributes of an ideal Faculty of Education Team Member: high level of honesty and integrity, robust work ethic and accountability, demonstrated initiative, adaptability in a rapidly changing landscape, a creative and curious problem-solver, commitment to engendering a harmonious work environment and strong emotional intelligence.
Student Service Representative
About the role
Staff - Union
Job Category
CUPE 2950
Job Profile
CUPE 2950 Salaried - Student Info Support 3 (Gr5)
Job Title
Student Service Representative
Department
ELI Student Services Team A | English Language Institute | Faculty of Education
Compensation Range
$4,314.00 - $4,532.00 CAD Monthly
Posting End Date
November 6, 2025
Note: Applications will be accepted until 11:59 PM on the Posting End Date.
Job End Date
July 9, 2027
This position is for an 18-month leave replacement and the incumbent is required to work on-site at the UBC Vancouver campus.
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 Description Summary
This position is central to the operations of the English Language Institute (ELI) and is part of the student services team. The student services team handles applications for approximately 2000 students per year who are registered for part-time or full-time ELI courses, which run for periods of three weeks up to one year or more. Works independently to provide general information on ELI courses, visa requirements, fees, accommodation, etc., to clients. Responsible for promoting ELI courses to clients. Enters all student course, accommodation, fees and payment information, ensuring it is accurate and current. Provides up-to-date and accurate information on medical insurance requirements for international students.
Organizational Status
The ELI is a unit within UBC Faculty of Education. The Faculty of Education brings UBC excellence in academics, teaching, and research to UBC communities through flexible, innovative, and accessible learning opportunities. The Faculty of Education welcomes thousands of learners from all over the world annually, and supports other UBC faculties to create and deliver programming that meets the career and personal needs of UBC communities while strengthening UBC s contribution to society, industry, and government.
Reports to the ELI International Relationships and Registration Managers. May supervise and train additional support staff hired in peak periods.
The position will be primarily based at the Continuing Studies Building at the UBC Point Grey Campus in Vancouver
Work Performed
-
Incorporates a professional and customer service approach to each interaction with prospective and current learners.
-
Provides clear, comprehensive advice to general inquiries, ensuring that more complex inquiries are forwarded to the correct person for a response.
-
On a daily basis is responsible for promoting ELI programs and courses online and on-campus.
-
Remains current on course offerings as well as general information about visa requirements.
-
Exercises good judgement, works sensitively with individual circumstances and communicates accurately and empathetically with a highly diverse population. Works effectively and respectfully with non-native speakers of English
-
Processes student fees, cash, cheques, credit card or debit card payments and reconciliations, issues receipts and balances daily, complying with the Payment Card Industry (PCI) standards.
-
Advises prospective students about all programs offered, course selection, general requirements for visas, medical insurance, options for accommodation, and other policies and procedures such as cancellations and refunds.
-
Assists students as they complete their application/registration.
-
Keeps track of program online requirements such as minimum age, location and time zones.
-
Ensures that learners are notified of course changes or cancellations; processes refunds in a timely manner.
-
Calculates course and accommodation fess required for local and international incoming and continuing students. Follows up to ensure all fees are collected before start of program. Calculates refunds and/or transfer amounts and ensures that refunds and/or transfer are completed in a timely manner.
-
Communicates information accurately while adhering to Freedom of Information and Privacy regulations.
-
Updates key documents for upcoming programs, including, but not limited to, letters of acceptance, confirmations of registration, email templates and receipts, and the pre departure handbook.
-
Exercises good judgement, works sensitively with individual circumstances and communicates accurately and empathetically with a highly diverse population. Works effectively and respectfully with non-native speakers of English.
-
Maintains familiarity with other areas of the university, such as Enrolment Services and Access and Diversity, in order to respond and appropriately redirect routine inquiries about other UBC services and offerings.
-
Sorts, files, and updates student records. Performs accurate data entry for all aspects of student registration using SRS. Writes up student information forms for new students and matches up incoming payments and forms to existing files.
-
May be required to process group registrations.
-
Generates student record forms, letters of acceptance, transcripts, tax forms and receipts.
-
Processes applications for homestay and campus accommodation.
-
Assists in the organization of material related to airport pickup, campus accommodation, and homestay.
-
Keeps track of printed material supplies and has more photocopied or ordered as needed.
-
Processes outgoing mail and coordinates registration courier pickups by preparing courier package and waybills, calling in courier pickups and collecting courier slips to be forwarded to the ELI accounting department.
-
Follows up with any pending application forms and payments.
-
Supports sample classes in regard to sending reminders, survey emails and Zoom links as well as participating as moderator.
-
Reviews different types of materials for accurate information such as the website, SRS codes, application form course dates, medical insurance dates and annual dates and fees lists.
-
Acts as the main contact for trouble calls for the building, logs in trouble calls and follows up.
-
Creates and posts ads and messages for the monitor located in the lobby.
-
Provides support to colleagues during absences.
-
Submits Service Requests to Planon, working with the Faculty of Education Facilities Coordinator and/or the Associate Director, Administration and Operations to resolve issues. May be asked to inform internal stakeholders of status updates for facilities related issues.
-
Supports students with miscellaneous facilities-related matters, such as vending machines issues and lost and found items
-
Responsible for coordinating campus mail. Sorts and distributes mail each day; opens mail as appropriate and distributes; processes and sorts outgoing mail; sends and receives courier packages.
-
Performs other duties as required.
Consequence of Error/Judgement
Decision-making is based on a thorough knowledge of policies and procedures of the University and the Faculty of Education. Consequence of error is high and poor decisions, judgment or errors would adversely impact learners. Delays in responding to inquiries may results in the loss of registrations. This in turn would jeopardize the reputation and the financial well-being of the Faculty of Education and the University. This position requires very careful attention to details and adherence to deadlines. Meticulous planning, a high degree of organization and excellent time management skills are required.
Interaction with applicants, learners, alumni and UBC faculty and staff is largely unsupervised and tact and professionalism is required at all times. A nonprofessional demeanor, poor level of service or misinformation may damage the UBC reputation and may results in fewer applicants to our programs.
Supervision Received
Works independently on routine tasks. Exercises considerable judgement in performance of duties. Refers complex issues to the International Relationships and Registration Managers.
Supervision Given
May oversee assigned work of clerical support staff hired to cover peak periods. May also assist in training.
Minimum Qualifications
High School graduation and 1 year post-secondary education and 3 years of related experience or the 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
Preferred Qualifications
Senior administrative experience preferred. Related experience preferably in a university environment and as a cultural assistant. Experience with records management is an asset. Knowledge of various types of audio-visual equipment and the ability to set them up. Ability to make thoughtful, informed, and thorough decisions. Ability to speak another language is an asset. Ability to type 50 wpm. Strong customer service orientation. Effective oral and written communication, interpersonal and organizational skills. Ability to exercise good judgement, tact and discretion. Ability to work both independently and within a team environment. Experience working in a fast-paced environment. Ability to effectively manage multiple tasks and priorities. Ability to work in an entrepreneurial environment. Ability to work respectfully across cultural differences. Ability to analyze problems, identify key information and issues, and effectively resolve. Ability to compose complex correspondence and prepare reports in clear concise business English, and to draft complex correspondence for signature. Ability to deal with a diversity of people in a calm, courteous, and effective manner. Ability to obtain and disseminate information effectively and tactfully with individuals from all levels of the University and the external community. Ability to operate a normal range of standard office equipment. Ability to effectively use MS Office at an intermediate level e.g., Outlook, Word, Excel, PowerPoint. Ability to use registrations systems such as Student Registration System SRS and SISC preferred. Ability to determine the nature and urgency of inquiries and issues, and triage appropriately. Demonstrated ability to keep abreast of developments and trends in relevant areas and a commitment to continuously adding to their knowledge base and skills. Personal attributes of an ideal Faculty of Education Team Member: high level of honesty and integrity, robust work ethic and accountability, demonstrated initiative, adaptability in a rapidly changing landscape, a creative and curious problem-solver, commitment to engendering a harmonious work environment and strong emotional intelligence.