Enrolment Services Representative

6 months ago

Oshawa, Canada Durham College Full time

**About Durham College**:
Durham College (DC) is leading the way as a post-secondary institution, offering an innovative and transformative student experience and hands-on learning opportunities. With this focus top of mind for our students and our employees, DC is proud to be one of the fastest-growing colleges in the province and annually ranked as one of the GTA’s Top 100 employers.

The college offers a wide range of market-driven programs across multiple disciplines, including culinary management, farming and horticulture, business, IT, construction and trades, science and technology, health care, engineering, social and community services, justice, media, art and design.

With a focus on experiential learning, DC graduates are known for having the skills and knowledge employers need. More than 104,000 alumni represent the college, both locally and around the world.

Serving the Durham Region community for over 50 years, with campuses in Oshawa and Whitby, the college offers over 12,500 full-time post-secondary and apprenticeship students access to more than 145 full-time post-secondary programs - including four honours bachelor degrees and nine apprenticeship programs. Led by over 1,860 full
- and part-time staff, DC has an estimated annual economic impact of more than $913 million on Durham Region.

**DUTIES AND RESPONSIBILITIES**:
The incumbent will be responsible for performing transactions such as answering inquiries, performing registrations, processing payments, updating student records, verifying student enrolment, grades and records; distributing documents requiring validation and accepting various forms and associated documents. Once paperwork is completed the ESR’s will scan and index documents for the BDMS permanent student record.

The incumbent is responsible for the administration, interpretation and communication of college policies and procedures.

ESR’s are also responsible for participating in all Registrar Office events including Convocation and Open House activities and other opportunities to share ES knowledge such as PREP 1000, orientation opportunities, and meetings as assigned.

**Answering information inquiries and act as a facilitator of student needs by**:

- Examining and determining student needs
- Providing student with an appropriate course of action and timelines
- General knowledge of the following areas: academics including post-secondary, academic upgrading and Continuing Education courses, Financial Aid and Awards, Records and Registration, Admission and Recruitment and Collections/AP, Diversity and Inclusion, and the International office

**Providing Administrative Services by**:

- Processing all documentation pertaining to registration, fee payments, course and program changes (within deadlines), withdrawals, refunds and loan distribution
- Verifying and updating student records (e.g. Return to full-time studies, semester or program transfer, add/drop outside of registration timelines)
- Appropriate referrals to other areas as needed (e.g. International Education, Student Accounts, Faculty Offices, Financial Aid, ASC or Wellness Centre)
- Providing information regarding courses/programs

**Processing payments by**:

- Reconciling deposit to daily cashier report

**Perform typical front line reception duties such as**:

- Greeting clients, appropriately and professionally with customer service excellence in mind
- Directing or referring clients to services located in the SSB based on their needs
- Directing them to faculties, departments and services located in other Campus locations, as required

**Act as a representative of the Office of the Registrar by**:

- Participating at information or process-oriented meetings (i.e. Professional and Part Time Learning, academic schools, Student Affairs, student program or orientations)
- Communicating with faculty divisions and other service areas to improve interdepartmental lines of communication and understanding of business processes
- Other duties as assigned:

- Events - participate or by assisting where needed during Convocation, Open House, etc.
- Project work or analysis requests (e.g. late fees, student accounts review etc.)

**QUALIFICATIONS**:

- A minimum of a two-year diploma in Business Administration, Communications & Marketing, Social Services.
- A minimum of three years practical experience working in a high-volume customer service environment.
- Work experience within an education environment using a computerized student information system is preferred.
- Must be proficient in the use of Banner as well as MS Office Suite including Word and Excel.
- Able to work well under pressure, with constant interruptions in a busy and high-volume environment
- Excellent customer service skills with a strong commitment to provide consistent high-quality service.
- Must be adaptable, flexible and possess innovative problem-solving skills
- Strong organizational and time management skills in planning, executing

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