Learning Services Coordinator

1 week ago

Waterloo, Canada University of Waterloo Full time

Overview:
**Term: 14 months**

Accountable to the Manager, Learning Services, the Learning Services Coordinator is responsible for providing proactive, student-focused, and exceptional front-line service to WatSPEED clients, University of Waterloo students as applicable, instructors, staff and faculty. They must be knowledgeable of all aspects of the department, the university as a whole and be able to provide Level 1 technical support as needed. This position handles each interaction professionally, effectively, empathetically and in accordance to the University’s values toward diversity, accessibility and inclusion.

**Responsibilities**:
Level 1

Supports the initiatives of WatSPEED by completing all tasks associated with the successful implementation of our non-credit course offerings. Ensures an exceptional WatSPEED learning experience for our non-credit learners. Learn and have a working knowledge of each role in Learner Services.

Administrative Responsibilities
- Provides customer service to all professional development, non-credit students and corporate clients (ie. Sales, product enquiries, registration, refunds/withdrawals)
- Provides student service for uWaterloo students taking online courses. As well as providing answers for a variety of inquiries related to accredited courses at the University of Waterloo and affiliated schools for perspective and current students as well as Alumni
- Prepares, secures and sends educational materials (e.g. program certificates)
- Works with other departments and affiliated colleges as required (e.g. Registrars’ office, Alumni, Access Ability Services, etc.)
- Maintains accurate records (registration, refunds, financials, certificates, corporate training records, etc.)
- Applies the policies to a customer/student’s situation and finds a reasonable solution which works within the policies and accommodates the customer/student needs
- Upholds confidentiality and privacy of student information, inquiries and cases as per University Policy 46
- Updates team outlook calendar regularly
- Gathers and maintains statistics as requested

WatSPEED Coordination
- Event plans for each in class course (up to 3 courses/day, max 60 people)
- Coordinates all aspects of preparation for the in-class offerings (registration, catering, materials, etc.) and corporate training sessions
- Communicates with course instructors to ensure all course materials are ready and accommodate last minute course offering adjustments and other requests
- Host online learning sessions as needed
- Completes all aspects of Online WatSPEED courses, registration, verification, customer service
- Opens the training facility, ensures computers and equipment are functioning properly, greets students and instructors
- Closes the training facility, ensures the doors are locked and the building is secure
- Maintains course records, sends all communications to customers, instructors, and staff
- Verifies and issues program certificates for in class, online and corporate classes

Financial Responsibilities
- Cross-references WatSPEED registration reports against invoices, investigates any anomalies and resolvesthem
- Completes bank reconciliations (cash/cheque, Point-of-Sale terminal, and ecommerce transaction report) for funds received for WatSPEED. When anomalies occur, the incumbent is responsible for investigating and resolving them or escalating them to the Manager
- Prepares monthly invoices and submits them (Department Transfers, Provost Office Reimbursements)
- Processes POS transactions, assists customers with online registrations, and completes phone registrations
- Maintains/stores financial records, follows PCI compliance regulations, inspects POS terminal regularly
- Applies the appropriate Unit 4 account numbers for registrations, funds received, department transfers, shipping, expenses, etc.

Technical Support
- Provide basic technical support to WatSPEED students and instructors participating in virtual, online learning sessions
- Assists customers with navigating the registration pages and ensures successful registration
- Directs students to the correct online instructions to complete tasks in Quest
- walks them through the instructions when needed
- Gathers relevant information regarding technical issues and escalate them accordingly
- Begins to provide input into the development and upgrades of administrative and registration systems to improve function and efficiency and user ability
- Problem solves a variety of functional issues with administrative systems and equipment (photocopier, projectors, computers)

Other
- Collaborate as a team to make improvements in WatSPEED and LS services. This includes reviewing market research and student feedback to make recommendations for new and existing programs and other projects as assigned
- Other duties as assigned

Level 2
- Fulfills all responsibilities of the Learning Services Coordinator, being knowledgeable in each role of the position w

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