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Alumni Relations Program Coordinator

3 months ago


Burnaby, British Columbia, Canada Simon Fraser University Full time

Union/Affiliation: C.U.P.E. Local 3338

Pay Range: $2,017.59 to $2,283.96 bi-weekly

Department Overview: Advancement and Alumni Engagement

Position Grade: 7

Number of Openings: 1

Biweekly Hours: 70

About Us

Simon Fraser University is a prominent research institution dedicated to fostering an inclusive and sustainable future. Our mission is to create and connect knowledge, learning, and community to facilitate deeper understanding and meaningful impact. We are committed to promoting excellence, innovation, belonging, and community in all our endeavors.

Our Alumni Relations team engages with over 200,000 SFU alumni worldwide. Supporting our alumni is our top priority. We strive to provide value beyond their education while instilling pride in SFU and nurturing lifelong connections among alumni and with the University. Alumni seek our assistance for various reasons, including updating their contact information, accessing services, learning about benefits and events, exploring ongoing educational opportunities, sharing their achievements, and volunteering to support recruitment and mentorship for current students. This role serves as the primary point of contact for alumni seeking access to campus services and benefits. Our team operates collaboratively with multiple stakeholders across the institution and follows a hybrid work model, spending at least 50% of their time on-site.

Role Overview

The Alumni Relations Program Coordinator is a frontline staff member dedicated to serving all SFU alumni. This position involves providing verification services, addressing inquiries from alumni, campus members, and the public via phone, email, and in-person interactions. The coordinator offers information on alumni programs and triages inquiries related to events, services, and benefits provided by the Alumni Relations team. Responsibilities include collecting biographical and professional information about graduates and maintaining the alumni database (Blackbaud eCRM; PeopleSoft SIMS) to ensure accuracy and support Alumni Relations activities. The role also involves generating statistics for reports, lists, and labels from the main database and monitoring Alumni Helpdesk tickets. The coordinator assists with reactivating SFU Computing IDs, student number requests, and user inquiries through SFU's TDX software, as well as supporting alumni account reactivations, including password resets and email client setup. Additionally, the coordinator conducts research to locate lost graduates and update alumni's professional information using public electronic sources and telephone research methods.

Key Competencies

Successful candidates will demonstrate excellence in service and support, effective communication, and a results-oriented approach. The ideal candidate will possess strong customer service skills and the patience to assist all SFU alumni. Discretion in handling confidential materials and mature judgment in decision-making situations are essential. Experience working collaboratively in a team environment is crucial.

Qualifications

Applicants should have a high school diploma and one year of post-secondary education or an equivalent formal program, including courses in database or spreadsheet applications, word processing, and office practices. A minimum of three years of relevant experience is required, with an acceptable combination of education and experience. Familiarity with SFU's TDX Ticketing System is preferred.

  • Intermediate skills and knowledge in Constituent Management Systems (e.g., Blackbaud CRM, Peoplesoft SIMS).
  • Exceptional customer service abilities via phone, email, and in-person.
  • Capability to work independently and meet deadlines.
  • Strong teamwork skills and the ability to develop interpersonal relationships.
  • Excellent analytical reasoning and problem-solving capabilities.

What We Offer

At SFU, we prioritize the well-being of our employees by promoting a healthy work-life balance, opportunities for professional growth and development, and a safe and respectful workplace. For continuing employees represented by the Canadian Union of Public Employees (CUPE Local 3338), we offer:

  • Three weeks of vacation (prorated for the first year)*
  • A hybrid work program for eligible positions
  • An employer-paid defined benefit pension plan
  • On-campus tuition waiver for employees and their immediate family members*
  • Funding for professional development expenses*
  • And more

*Prorated for part-time employees

Additional Information

For external candidates, the starting salary will be at the first step of the salary range.