Intermediate Information Officer, Customer Service

1 month ago

Ottawa, Canada University of Ottawa Full time

The University of Ottawa—A crossroads of cultures and ideas

The University of Ottawa is home to a dynamic community of over 50,000 students, faculty and staff, who live, work and study in both French and English. Our campus is a crossroad of cultures and ideas, where bold minds come together to inspire game-changing ideas. We believe in the power of representation, and that increasing the diversity of our faculty and staff supports this objective. Our goal is to provide students with the best possible learning experience, in an environment that reflects the diversity of its people, their ideas, and their identities.

We are one of Canada’s top 10 research universities—our professors and researchers explore new approaches to today’s challenges. One of a handful of Canadian universities ranked among the top 200 in the world, we attract exceptional thinkers and welcome diverse perspectives from across the globe. Our employees come together around the shared purpose of constant improvement, personal development, service excellence, teamwork and a passion for learning with a desire to make uOttawa and the world a better place. Everyone's contributions are valued, we all play a part in making uOttawa a world-class institution. Most importantly, we make it possible for you to achieve your full potential. Because at uOttawa, you belong

**Position purpose**:
**Reporting to the Supervisor, Fincancial Aid**:
**In this role, you will**:
Welcome, inform and advise the clientele, in person, by telephone and in writing, on the various financial aid plans, the progress of financial aid files, the conditions of enrolment, obligations, ministerial procedures, the scholarships administered by the department and the work-study program.

Confirm students' academic and financial information with the various departments to determine eligibility for financial aid.

Regularly inquire about the requirements of all baccalaureate programs (grade point averages, prerequisites, and other specific requirements), the ministerial, departmental, and University of Ottawa regulations and administrative procedures in order to be able to approve or deny requests for academic program modifications within the specified time frame.

Analyze student financial and academic situations in order to approve or deny student requests for emergency loans and/or food stamps.
Participate in the facilitation of core training for students participating in the work-study program.

**Essential qualifications**:
Postsecondary training in a relevant field or equivalent experience

At least two (2) years’ experience in a customer service role acting as a resource person

Relevant experience in data entry and verification

Good ability to maintain focus and attention to detail

Ability to learn and remember a host of very detailed regulations, procedures and information

Ability to understand and interpret client needs

Organizational skills and the ability to work quickly and under pressure

Proven ability to solve problems and work well in a team

Knowledge of University structures, regulations and faculty-specific exceptions to Program Change Requests is a significant asset

**Key Competencies at uOttawa**:
Here are the required competencies for all or our employees at uOttawa:
**Planning**: Organize in time a series of actions or events in order to realise 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 common goal(s). Accept and give constructive feedback. Able to adjust own behaviour to reach the goals of the team.

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