Reception and Examination Centre Registrar

UBC Sauder School of Business is one of the world's leading business faculties. The school consistently ranks among the top 100 in the world and is recognized internationally for excellence in research and learning, an outstanding faculty and unmatched global partnerships. A collaborative and respectful culture within which all members of our community can thrive is a key principle in our strategic plan, and one that underpins our educational mission.

We acknowledge that UBC Sauder at the Vancouver Campus is situated within the traditional, ancestral and unceded territory of the Musqueam. We acknowledge that UBC Sauder at the UBC Robson Square is situated on the traditional territory of the Musqueam, Squamish and Tsleil-Waututh.

The UBC Sauder Real Estate Division (RED) administers the Real Estate Licensing and Registration programs for provincial regulatory bodies in Alberta, British Columbia and Saskatchewan, and enrolls up to 30,000 students annually in regulated educational offerings. The Licensing Education Reception and Examination Centre Registrar provides administrative support to maximize the entire experience for students in the Real Estate Licensing and Registration Course programs. They support students, program managers, instructors, Directors and regulatory agencies in the registration, course delivery, regulatory compliance, instructor support, and licensing examination and reporting support efforts.

The Reception and Examination Centre Registrar acts as the first point of contact for the unit and sets the tone and first impressions of students' educational experience by providing accurate and comprehensive program information and guidance to prospective students, facilitating a smooth transfer from initial inquiry, to program application, to course registration and on-going course administration.

The Reception and Examination Centre Registrar works as part of the Real Estate Division (RED) Examinations team, responding to inquires from current and potential students and handling Computerized Examination Centre (CEC) registration, scheduling, invigilating and grading processes. They are responsible for maintenance of student data and files, monitoring student communications and assisting with general day-to-day program administration.

Organizational Status

Reports to the Examinations Leader, Licensing.

Work Performed

Student Services

• Responds to current and prospective student inquiries, via telephone, by e-mail and in person, for various programs. Advises prospective students on questions regarding program information, admission requirements, regulatory requirements and course selection, referring to senior staff only the most complex issues for which no formal policy, procedure or precedence exists.
• Handles complex inquiries from candidates, invigilators and representatives of regulatory bodies including the BC Financial Services Authority, Saskatchewan Real Estate Commission and the Real Estate Council of Alberta, requiring a specialized knowledge of a broad spectrum of Real Estate Division and University policies, and sections of the various provincial regulatory acts and rules.
• Determines student eligibility for course and exam registration; notifies students of any eligibility or scheduling issues; investigates and resolves course or exam registration errors.
• Monitors student course and exam selection to ensure program requirements are being fulfilled using knowledge of various provincial regulator's Licensing and Registration requirements.
• Collects registration fees and processes payments; follows-up with students, documents, reconciles and resolves discrepancies when required.
• Participates in identifying processes and systems that require improvement, mapping current processes, re-designing processes, and making recommendations for changes.
• Liaises with various internal teams at the Real Estate Division to ensure consistency in RED communications and processes; liaises with other departments at UBC as required (e.g., Centre for Accessibility).

Computer Examination Centre

• Determines applicant's eligibility for British Columbia Financial Services Authority (BCFSA) Licensing examinations. Reviews individual circumstances and provides guidance and direction to candidate inquiries based on a thorough knowledge of policies and procedures and sections of Real Estate Services Act.
• Ensures CEC students meet all requirements to write examination (appropriate photo ID, Exam Admission Ticket, etc.).
• Receives information regarding formal complaints and collects information to discuss with the CEC Coordinator and/or Examinations Leader.
• Reviews CEC registrations and student files to ensure that the requirements set out in the Regulations to the Real Estate Act are met and students are eligible for CEC examinations.
• Schedules all eligible CEC examination candidates on available dates and contacts students whose choices are not available. Ensures that all CEC examination candidates are sent an appropriate email/notice with information regarding date, time, location and regulations governing examination procedures.
• Closely monitors CEC exams in progress to ensure no cheating and to assist students who have questions. Reports any security concerns to the Examinations Leader.
• Ensures all CEC exams have ended properly and results are produced within agreed timeframes.
• Separates any hard copy exam contents into appropriate groupings and sends to markers for marking purposes.
• Prepares CEC Licensing exam results and Exam Admission Tickets for approval and submission to the British Columbia Financial Services Authority.
• Compiles and sends exam grade results to students.
• Schedules, delivers and retrieves examinations that take place at the Centre for Accessibility.
• Represents the UBC Sauder Real Estate Division at scheduled Licensing examinations in the Lower Mainland. Responsible for registration and invigilation at security sensitive high-stakes examinations based on a thorough knowledge of examination policies and procedures.
• Creates weekly report for the senior management team on CEC examinations.
• Handles CEC requests for Post Examination Reviews (PERs) and Exam Remarking Requests (ERRs); rechecks accuracy of initial grades; forwards examination to internal and/or external academic staff for review of grades; ensures post examination review is produced and sent to student in a timely manner.

General and Additional Duties

• Monitors internal administrative procedures for efficiency and effectiveness, making recommendations to the Examinations Leader where necessary.
• Receives and resolves customer service complaints or works with the CEC Coordinator and/or Examinations Leader to remedy the situation when complaints are provoked by service failure.
• Monitors the unit's general voice mail, and e-mail inboxes, answering or directing inquiries appropriately and in a timely and professional manner.
• Receives and distributes Licensing mail and faxes. Maintains a log of unspecified student transcripts and communications.
• Monitors the program's website and other external communications for accuracy and potential communication issues, and provides suggestions for content and/or procedural improvements.
• Ensures that CEC supplies, such as workbooks, are reordered when necessary; supports Coordinator with shipping and receiving, as required.
• Collects and receipts registration, retail purchase, and various course fees from students.
• Enters and maintains student data on the RED Foxpro student database, ensuring accuracy of student records.
• Performs other duties within the qualifications and requirements of the position, as required.

Consequence of Error/Judgement

The Computer Examination Centre provides high-stakes examination services to multiple third-party clients. Any registration or invigilation error has severe negative impacts with significant financial results for the programs. Security of information and strict adherence to guidelines and procedures are imperative, but customer service requirements demand excellent judgment in responding to unusual circumstances (for example, witnessing unusual behaviour indicating possible examination irregularities or identification fraud).

This position is expected to exercise initiative and judgment in establishing priorities, carrying tasks through to completion, and recommending appropriate systems or procedural changes to maximize efficiency, security and customer service. This position is a crucial component of the administration of the programs and requires tact and discretion in dealing with client's inquiries and requests. It sets the initial tone and first impression of the student's educational experience in the program and in so doing it upholds the integrity and validity of the licensing examination process.

Supervision Received

Receives general instructions during orientation and on subsequent new projects or upon changes in procedures. Works independently under general supervision.

Supervision Given

Formally trains new staff on work procedures and oversees work of temporary employees.

Minimum Qualifications
High School graduation, plus one year of post secondary education, plus three years of related experience, or an 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

• Knowledge of UBC administrative systems is preferred.
• Knowledge of the various real estate licensing bodies and professional organizations entrance and accreditation requirements is an asset.
• Effective oral and written communication, interpersonal and organizational skills.
• Ability to use word processing, spreadsheet, database and electronic mail applications at an intermediate level and to operate a normal range of office equipment.
• Experience in FoxPro is preferred.
• Ability to prioritize work, multi-task and meet deadlines.
• Ability to maintain accuracy and attention to detail and to exercise tact and discretion when handling sensitive or confidential matters.
• Ability to apply policies and procedures in a variety of circumstances.
• Ability to work independently and in a team environment.