Senior Administrator, Student Accounts

Position Purpose Assists students in financial difficulty who have a debt to the University proposing adapted payment solutions for them. Negotiates financial arrangements to ensure future student eligibility to enrol or receive official documents while complying with policies and procedures. Builds trust with students at risk by demonstrating a strong capacity for empathy to further student retention and increase graduation rates. Plans co-ordinates and controls sponsorship accounts (organizations paying students fees) ensuring proper understanding and application of practices processes and policies so that invoiced fees are collected. Serves as a sponsorship contact providing information in person in writing or by phone in both official languages to students sponsoring organizations and University services and faculties. Analyzes and reconciles bank accounts used to receive student and sponsor payments complying with internal procedures and accounting regulations. Responsibilities Second level of student customer service: Makes appointments with students to handle complex cases that cannot be resolved by front-line staff and negotiates financial arrangements. Analyzes student files and determines possible options according to set criteria. Advises students on their financial situation and measures to take (e.g., partial payment agreements, loans). Planning and coordination of operational cycle: Manages sponsorship accounts handling contracts billing followup reimbursement reports and problem-solving. Regularly follows up with sponsors to ensure they understand cases and payments are received by the prescribed deadline. Regularly follows up with students who have signed financial agreements to ensure they comply with their agreements and know the payment deadlines. Customer service: Acts as a resource person for University community members informing them in person in writing or by phone about possible financial arrangements while ensuring the quality of information shared. Provides expert advice on sponsorships and financial arrangements to students, sponsoring organizations and University faculties and services. Serves as secretary for the Student Account Reimbursement Committee. Confirms eligibility of requests, offers students guidance on policies and regulations, prepares files and follows up with students. Finances: Analyzes and reconciles bank accounts used to receive student and sponsor payments complying with internal procedures and accounting regulations. Detects inconsistencies and takes corrective action as required to ensure data integrity and compliance with policies and regulations in effect. Deposits payments received by cheque or by e-transfer from sponsors in the account management system and makes reimbursements for excess payments as needed. Report production and data management: Provides various simple to moderately complex financial reports both scheduled and one‑time on financial operations accounts or specific matters in support of day‑to‑day operations and strategic planning. Identifies and analyzes more problematic student and sponsor accounts. Determines the precise nature and cause of problems. As needed shares information with partners concerning students' financial records. Documentation: Drafts and updates internal guides on procedures, processes and systems related to own responsibilities. Qualifications Knowledge of finances, accounting and administration normally acquired through postsecondary studies in a related discipline or an equivalent combination of education and work experience. Three years customer service experience in which autonomy and problem‑solving were required (i.e., decision‑making power). Bilingualism in English and French (spoken and written). Experience in interpreting, explaining and applying policies and regulations. Proven ability to show empathy and control one’s emotions despite long work days with back‑to‑back meetings so that each client is welcomed and receives high‑quality service. Ability to be tactful, diplomatic and professional in any given situation. Excellent verbal and written communication skills in both official languages. Attentiveness to customer service with negotiation communications and interpersonal relations skills. Independence and attention to detail to process large numbers of transactions while ensuring data accuracy and meeting deadlines. Ability to set priorities. Required Experience: Senior IC. Key Skills Data Entry Adobe Acrobat AS400 EDI Microsoft Outlook Cloud Architecture Microsoft Excel Quick Books Administrative Experience Order Fulfillment Project Implementation Sales Support Key Competencies at uOttawa Planning: Organize in time a series of actions or events in order to realize an objective or a project. Plan and organize own work and priorities in regular daily activities. Initiative: Demonstrate creativity and initiative to suggest improvements and encourage positive results. Is proactive and self‑starting. Show availability and willingness to go above and beyond whenever it is possible. Client Service Orientation: Help or serve others to meet their needs. This implies anticipating and identifying the needs of internal and external clients and finding solutions on how to meet them. Teamwork and Cooperation: Cooperate and work well with other members of the team to reach a common goal(s). Accept and give constructive feedback. Able to adjust own behaviour to reach the goals of the team. EEO Statement The University of Ottawa embraces diversity and inclusion in the workplace. We are passionate about our people and committed to employment equity. We foster a culture of respect teamwork and inclusion where collaboration innovation and creativity fuel our quest for research and teaching excellence. While all qualified persons are invited to apply we welcome applications from qualified Indigenous persons racialized persons persons with disabilities women and LGBTQIA2S persons. The University is committed to creating and maintaining an accessible barrier‑free work environment. The University is also committed to working with applicants with disabilities requesting accommodation during the recruitment assessment and selection processes. Applicants with disabilities may contact to communicate the accommodation need. All qualified candidates are encouraged to apply; however Canadians and permanent residents will be given priority. #J-18808-Ljbffr