Service Centre Specialist

3 weeks ago

Scarborough, Canada Centennial College Full time

Job Number:
- J0723-1176- Job Title:
- Service Centre Specialist- Job Type:
- Permanent PT Support (Regular)- Bargaining Unit:
- PT Support- School/Department:
- Student Experience & Success- Campus/Location:
- Progress (requires regular travel between all camp- Pay Range:
- $26.45 - $33.23/Hour- Hours/Week:
- 24- Shift Schedule:
- 8:30 AM to 4:30 PM, work shift may vary as required, some evening and weekend work- Date Posted:
- July 19, 2023- Closing Date:
- July 26, 2023**Please note the this position is not open to current students.**

We also recognize that Centennial is situated on the Treaty Lands of the Mississaugas of the Credit First Nation and pay tribute to their legacy as well as that of all First Peoples that have been and remain present here in Toronto. We recognize that First Peoples come from sovereign Nations and that part of understanding our responsibilities of residing on this territory are understanding the true history, circumstances and legacy of the Treaties signed here (such as the Toronto Purchase, Robinson-Huron Treaty and Williams Treaties) and including pre-contact Treaties and Agreements between sovereign Nations and that all peoples in this area are therefore Treaty people with obligations and responsibilities to all our relations.

**Position Summary**

Reporting to the Manager, Registration and Service Centres, and under the guidance of the Registration and Service Centres Coordinator and Senior Leads, the incumbent works as part of a team of Service Centre Specialists to provide direct support and advising to service centre clients (students, staff, managers, faculty, prospective students, applicants, students’ family members, the general public, etc.). The heart of this role is that of student centricity. The incumbent provides service excellence to our clients by always putting students and their needs and experience above all else, while adhering to College and departmental polices and guidelines.

**Responsibilities**
- Registers full-time and part-time students into course sections and programs during three major intake periods in accordance with standard established enrolment requirements.
- Administers front line triage service for domestic and international students.
- Provides advising on a full-range of admissions services and support for domestic and international students such as general and program specific admissions information, available programs, alternate offers of admission, admission timelines, and other related policies and procedures to prospects, applicants, and current students.
- Performs all tasks either in-person at a service centre or virtually through internal virtual workflows. To provide in-person services, the incumbent rotates between working at a front counter and at a triage desk.
- Performs their duties at any of the College’s service centres (across all campuses) and is required to travel between campuses on an as-needed bases.
- Executes BDM system document verification processes to verify that the required international student documentation and files are recorded accurately to ensure processes and procedures are in compliance with Canadian laws and College policies. This function requires consultation and cooperation of the International Student Advisors, Admissions team, and other relevant stakeholders as identified.
- Completes letter and form requests for domestic students. E.g., confirmation of enrolment, fees paid, dental/health insurance, forms related to releases of RESP funds.
- Triages letter requests for international students. This includes processing and generating some letters for international students.
- Assesses the validity of study permits (i.e., expired or current) for international students.
- Manually calculates fees for international students taking a part time course load.
- Other duties as assigned.

**Qualifications/Experience**
- Two (2) year diploma or equivalent in Business Administration, Business Information Systems, Communications, or a related field.
- Minimum of three (3) years of related experience in a large, complex, multi-stakeholder, customer-centric (preferably student-centric) environment.
- Proven ability and strong commitment to function effectively as a member of a cohesive team based on mutual respect, credibility and trust.
- Experience with Microsoft Office — specifically Outlook, Excel, Word, and PowerPoint.
- Experience with Banner (with access to both read and modify student data).
- Posses a willingness and aptitude to learn new software as new software is regularly introduced as virtual and online services evolve.
- Experience in a customer service role involving Tier I student issues.
- Experience responding to enquires and aiding applicants and students on a wide variety of general, detailed, and regulatory information on College registration, financial services, admissions, and student records.
- Demonstrated knowledge and understanding of the overall Enrolment Services/Regis

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