Enrolment Services Associate

6 months ago

Peterborough, Canada Trent University Full time

**Job Purpose**:
The scope of responsibility follows the lifecycle of a Trent student, from acceptance to graduation and beyond. Reporting to the Associate Registrar & Director, Service Delivery and Student Financial Support, the Enrolment Services Associate supports student success and retention through excellence in service delivery.

**Key Activities**:
**Office Administration**
- Manages the service counter for the Office of the Registrar, which includes Records, Scheduling and Financial Aid. Field and respond accurately and with clarity in a timely manner to all Enrolment Services inquiries from faculty, staff, students, alumni, parents, and the general public, acting as an effective spokesperson for the department.
- Triage the nature and complexity of inquiries to determine the most appropriate actions, assisting where possible with a view to ensuring maximum office efficiency and client satisfaction. Where necessary, refer difficult situations to appropriate coordinator, team lead, or manager.
- Protect and maintain the security of confidential documents through identification verifications, secure document storage and document release verification procedures in accordance with university policy and privacy legislation.
- Liaise with Academic departments, Dean’s Office, Student Accounts, etc regarding procedural matters, waivers, exceptions to prerequisites, etc.
- Ensures timely release of confidential documents (transcripts, verification of enrolment, graduate confirmations and other) through monitoring and maintaining inventory of inks, parchments, documents and supporting materials.
- Monitors departmental website and advises if updates are necessary.
- Keep informed of all relevant rules, regulations, and policies for all areas of Enrolment Services to respond to inquiries and direct students to appropriate resources.
- Field, direct, and deliver where possible requests for information by external organizations, such as lawyers, ensuring accuracy of information and adherence to all internal and external policies.
- Assist students with a variety of processes and navigation through Trent University and related programs.
- Assist with recruitment and retention by participating in internal and external events.
- Determine and deliver on opportunities to improve operational efficiencies.
- Responsible for documenting all processes and procedures related to the Enrolment Services Associate role.
- Maintain a general understanding of all university departments and key stakeholders.
- Flexible work schedule, including evenings and weekends.
- Other duties as assigned.

**Records & Registration**
- Maintains and sets up user Alumni accounts ensuring proper security controls, systems access, and support for users.
- Prepare official documentation related to student enrolment, including Verification of Enrolment, Official Transcripts, Graduate confirmations, and various one-off letters.
- Process legal name changes and update other profile information.
- Complete program changes, course (de)registrations, section changes, waitlist registrations and other.
- Troubleshoot registration issues for students and escalate, as necessary.
- Maintain strong working knowledge of internal and external systems inclusive of Colleague, Iris, OUAC, OneKey, TopDesk, Request Tracker and myTrent.
- Maintain and ensure completeness of all Enrolment Services files, including all academic and financial files, and plan and enact migration process through the file’s life cycle.
- Assist with data entry for internal and external Enrolment Service reporting.
- Assist with all aspects of convocation related to Enrolment Services.
- Assist with maintenance of all Enrolment Services records.
- Assist with processing of all Enrolment Services functions to ensure student records are current and accurate.
- Assist with development and delivery of all Enrolment Services communications

**OSAP/Financial Aid**
- Intake of all documentation and paperwork (mail, electronic, in-person) ensuring completeness, including evaluation and approval or denial of Interest-Free status; approval or denial of signature pages, for both parents and students in the One-Key system.
- Maintain high degree of knowledge on bursary programs, scholarship programs, out of province/country financial assistance programs; including requirements, dates, deadlines and resource materials.
- Update profiles, academic programs, enter missing information and reset passwords as needed.
- Interpret and verify Release of Information for student records when dealing with inquiries.
- Answer inquiries related to the TWSP and assist students with evaluating eligibility for TWSP positions.
- Maintain strong working relationships between Financial Aid, Student Accounts and Student Accessibility Services.

**Education Required**:
General University Degree (3 year).

**Experience/Qualifications Required**:

- Two years’ experience working with a wide variety of stakeholders i

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