Customer Service Representative, Apprentice Services

5 months ago

Burnaby, Canada British Columbia Institute of Technology (BCIT) Full time

BCIT’s
- **Registrar’s Office** is seeking a
- **temporary, full-time (1.0**
**FTE**
**) Customer Service Representative, Apprentice Services**. This position is responsible for apprentice finance related duties as well as responding to customer inquiries and providing active customer service to BCIT’s Apprentice Services Office. CSR Apprentice Finance responsibilities include preparing all apprentice invoices and apprentice bursaries, as well as posting to and updating the student’s account; financial transactions, accepting and registering students, providing information about programs and courses, responding to apprentice financial aid inquiries, monitoring fee payments and program enrolment, keying grades, preparing and updating enrolment reports.**Duties & Responsibilities**

**DUTIES**
***
**AND**
***
**RESPONSIBILITIES***:
**General**:

- Enters client information on student information system (Banner), which includes collecting all employer information, trades worker identification number and apprentice agreement numbers.
- Prepares waitlists, accepts and registers apprentices into programs and courses, using BCIT’s apprentice training plan to determine appropriate start date. (May review applicants’ previous training to determine entrance levels).
- Processes student letters and updates on Banner with fee information and start dates.
- Monitors enrolment activity by ensuring that programs are filled to capacity in an efficient and
- timely manner by required deadlines.
- Liaises, collaborates and follows up with various internal and external departments, agencies and employers on an ongoing basis, following established protocol agreement guidelines.
- Communicates apprentice training status with Employers in conjunction with FOIPOP requirements.
- Ensures that accepted applicants have fulfilled financial obligations to the Institute by required deadlines, negotiates payment of fees for low enrolment programs, and records on Banner.
- Schedules appointments and determines and identifies situations that will require referral to the Financial Aid Coordinator.
- Updates and distributes statistical reports to BCIT community.
- Collects and processes a variety of payments by:

- Determining appropriate coding and fee assessments for payments.
- Completing credit card and debit card and cash transactions.
- Issuing student fee receipts and duplicate receipt requests and providing fee breakdown.
- Performing daily check out procedures including balancing totals, and checking and identifying discrepancies to Banner reports
- Transfer fees to a different date
- Runs apprentice outstanding fee reports, assesses if fees are due

**Accounting**:

- Bursary processing: including inputting refund bursary approvals
- Invoicing Apprentice Employers

**Undertakes a variety of clerical support tasks for the department, such as**:

- Word processing, mass mailing, photocopying, sorting and sending fax messages, etc.
- Opening, sorting, stamping and distributing incoming mail.
- Processing returned mail.
- Monitoring supplies and ordering informational material as required.
- Maintaining reference binders.
- Stocking/restocking shelves, counters and brochure racks.

**Miscellaneous duties may include**:

- Assisting with audit of BCIT publications, as assigned by the Supervisor.
- Understanding and ensuring student’s confidentiality and privacy in relation to the FOIPOP Act.
- Assisting with Convocation Ceremonies as required.
- Coordinating staff schedules on an infrequent basis as required.
- Providing clerical support to the Financial Aid Coordinator in the data entry of bursaries, fee deferrals, student appointments and student loan information.
- Undertakes duties as assigned, consistent with the job grade of this position.

**Qualifications**

**QUALIFICATIONS***:
**Definition**:
The qualifications section for this position was developed using the approved job evaluation plan, agreed to between the BCGEU and BCIT. The qualifications represent the minimum qualifications required in the future (i.e. to be reflected in job postings) and do not reflect the incumbent’s existing qualifications.**Position Qualifications**:
Grade 12, plus 6 months post secondary education in Business, Customer Service or Computer
- Applications including training courses in Bookkeeping and/or Accounting and Excel. Two years general office experience in a financial environment (eg. Accounts Receivable or banking and cash handling) plus up to one year’s current experience in a similar position (in a high volume educational or customer service environment). Direct cashiering experience in a computerized environment preferred. Must have formal training and experience using Microsoft Office software and be comfortable with computer technology. Ability to work independently and as a member of a team. Ability to work under pressure, with a high level of accuracy and initiative. Strong multi-tasking, planning, organizational, a

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