Client Services Officer

4 days ago

Kitchener, Canada Conestoga College Full time

**Requisition #**:24-0792**

**Location**: Doon

**Department**: Client Services & Student Fees

**Payband**: F

**Starting Rate**: $31.05

**Payband Range**: $31.05 - $35.99

**Hours/Week**: 37.5

**Posting Date**: Monday, December 16, 2024

**Closing Date**: Thursday, January 2, 2025 at 11:59 PM EST

**Vacancy Type**: Support Staff - Full-time

**Position Summary**:
Support Staff-Full time Replacement Position

(First consideration for Support Staff and Academic positions will be given to internal applicants in accordance with the respective Collective Agreements)

The Client Services Officer is responsible for all aspects of front-line customer service within the Registrar’s Office. This role supports student inquiries regarding fees, including fee payment questions, the Ontario Student Assistance Program (OSAP), other provincial government student aid programs, and financial aid opportunities. The incumbent responds to a variety of inquiries and conveys information about programs and services offered and administered through the Registrar’s Office. This includes informing and triaging to all service areas, such as Fees, Records, Admissions, and Student Financial Services.

Additionally, the Officer provides support for college-wide services, including International Education, Academic areas, and Student Success. They connect with clients/students, assess needs, and facilitate appropriate college connections and referrals to address student concerns and needs.

**Responsibilities**:

- Provides detailed and person-specific information on student fees, including refunds, invoices, remitting payments, OSAP policies and procedures, and fee follow-up
- Evaluates and advises students on fee follow-up procedures, including assigning late fees and managing overdue accounts; makes exceptions for late fees and financial holds in consultation with the Manager
- Uses the Laserfiche system to produce letters and verify student information in the Student Information System (SIS)
- Authorizes documents to verify student and graduate status upon request, collaborating with Admissions, Student Records, and International Education
- Verifies Registered Education Savings Plan (RESP) and Canada Pension Plan (CPP) enrollment, and understanding of current provincial/federal documentation
- Operates within the GO Transit system daily to provide education verifications for student pass registration
- Receives and validates documents for international student status changes and submits them to the Coordinator, Client Services, and Student Fees
- Analyzes OSAP documentation for accuracy before uploading it to the OSAP/Ministry portal
- Provides education verification through third-party companies
- Reviews and issues Level 1 Confirmation Letters upon request or receipt of in-person payment, in conjunction with the Fees and Finance Team
- Verifies full-time student enrollment and processing related documentation
- Processes Reduced Deposit Requests for OSAP recipients within Laserfiche
- Provides support and coverage to the Customer Care Representative team by facilitating online chat and providing instant student support
- Maintains a working knowledge of college-wide services, website information, and contacts, including International Education, Academic areas, and Student Success
- Connects with clients/students, asking leading questions to facilitate appropriate college connections and referrals
- Issues confirmation of tuition letters to students and agents
- Supports refund processing for all students, domestic and international, including assigning financial holdbacks and reviewing government-issued documentation

**Qualifications**:

- Two-year diploma in Office Administration, Business, Social Sciences, or a related field is required
- Minimum two years of relevant practical experience in a customer service environment is required; experience in an office or post-secondary setting is preferred
- Ability to handle financial information, including money and deposits, with a high degree of accuracy and attention to detail
- Proficient in Microsoft Excel and comfortable working in a computerized environment
- Proven ability to organize workload, multitask, and meet deadlines effectively in demanding situations
- Ability to determine and exercise flexibility appropriately when needed
- Excellent interpersonal, public relations, and communication (written, verbal, and listening), with demonstrated use of diplomacy, tact, and conflict resolution skills
- Creative problem-solving skills to address complex issues and recommend solutions for student needs and inquiries
- Strong intercultural awareness and interpersonal skills for effective communication with a diverse student and client base, and the ability to convey information concisely and clearly
- Demonstrated empathy for various and complex financial situations
- Capable of handling sensitive and confidential information
- Ability to interpret and explain complex policies a

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