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Client Services Officer

2 months ago

Barrie, Ontario, Canada Georgian College Full time
Job Title: Client Services Officer

Georgian College is seeking a highly skilled and customer-focused Client Services Officer to join our team. As a key member of our Registrar's Office, you will provide exceptional support to students, staff, and faculty, ensuring a seamless and efficient experience.

Key Responsibilities:
  • Provide expert advice and guidance to clients on college programs, services, and policies.
  • Assess and evaluate credentials, liaise with program faculty, and make recommendations on program eligibility.
  • Investigate and resolve complex registration and admissions issues, providing accurate information and solutions.
  • Utilize and maintain Banner/CRM software to track interactions, record notes, and follow up on client inquiries.
  • Validate and process various Registrar's Office forms related to withdrawals, program changes, and other requests.
  • Maintain confidentiality and adhere to FIPPA and OSAP standards.
  • Collect and assess student fees, investigate and resolve student account anomalies, and support enrolment projections/targets.
  • Liaise with academic areas and Credit Transfer to discuss applicant admissions requirements, eligibility, and advanced standing.
  • Accept and process payments using TouchNet cashiering system for tuition fees, application fees, and other services.
  • Reconcile payments/floats and prepare deposits for Accounting.
  • Liaise with Financial Aid to resolve issues and discrepancies regarding OSAP and financial matters.
  • Process photos for new and replacement ONEcards, verify identification, print cards, and manage cash machine deposits.
  • Generate official letters for the RO, including proof of enrolment and tuition invoices upon request.
  • Verify enrollment status and academic records, generating customized letters and receipts for students and advisors to support study permits and immigration processes.
  • Operate multiple systems related to the generation of letters – i.e. Student Portal Document Hub, MyPath, Banner (SWAMAIL) and Form Fusion.
  • Respond to general inquiries regarding OSAP and reset OSAP Access Numbers.
  • Ensure all regulations are being adhered to in processes and decisions, including IRCC and Transport Canada.
  • Investigate course availability and register students in all credit and non-credit courses.
  • Review student accounts with Financial Aid to ensure proper application of bursaries, scholarships, and awards.
Qualifications:
  • Successful completion of a two-year postsecondary diploma in a relevant field of study, such as Office or Business Administration.
  • A minimum of two years' experience in a service-oriented environment within an educational setting, primarily related to supporting applicants, students, and staff.
  • Ability to follow and communicate a system's approach to enter information in a detail-oriented fashion, and provide guidance to applicants while using the Student Information System, Banner.
  • Strong customer service, interpersonal, and communication skills for diverse client interactions, with CRM experience (Salesforce, Eloqua) a plus.
  • Demonstrated mathematical, analytical, and problem-solving skills for evaluating applicant data.
  • Excellent organizational skills with the ability to manage multiple tasks in a high-pressure environment.
  • Capacity to work independently and as an effective team member.
  • Familiarity with a Student Information System, preferably Banner.
  • Proficient in Microsoft Office (Word and Excel) for creating spreadsheets and correspondence.
  • Knowledge of domestic and international education systems and credential evaluation is beneficial.
  • Previous experience in educational admissions or registration is an asset.

Georgian College is committed to diversity, equity, and a workplace free from harassment and discrimination. We invite applications from all qualified candidates and actively encourage applications from members of groups with historical and/or current barriers to equity, including, but not limited to, persons of Indigenous ancestry, racialized persons, persons with disabilities, women, and members of the 2SLGBTQ+ community. If you are contacted to participate in the interview, please advise the coordinator of any accommodations needed with respect to any materials or processes used to ensure you have access to a fair and equitable process.

Alternate formats will be provided upon request throughout the recruitment and selection process.

Georgian College has introduced Flex Work for some positions. This position is currently eligible for Hybrid Work. Flex Work agreements will be determined between the employee and manager when employment commences and may change in accordance with the Flex Work guidelines. All employees are required to permanently reside in the province of Ontario.

Applications for this position must be received by 11:59 p.m. October 2, 2024.