Student Services Representative

Staff - Union

Job Category

CUPE 2950

Job Profile

CUPE 2950 Salaried - Student Info Support 4 (Gr7)

Job Title

Student Services Representative

Department

ExL Student Services | Extended Learning

Compensation Range

$4,594.00 - $4,827.00 CAD Monthly

Posting End Date

February 9, 2025

Note: Applications will be accepted until 11:59 PM on the Posting End Date.

Job End Date

Jul 30, 2025

This is a full-time, term position of 5 months.

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.

Job Summary
UBC Extended Learning (ExL) brings UBC excellence in academics, teaching, and research to UBC communities through flexible, innovative, and accessible learning opportunities. ExL welcomes thousands of learners from all over the world annually and supports UBC faculties to create and deliver programming that meets the career and personal needs of UBC communities while strengthening UBC s contribution to society, industry, and government.

Until the Extended Learning administrative structure has been fully implemented, this position is in a state of evolution whereby duties may be added or removed as operational requirements are developed and refined. This position will require an individual who is comfortable in an atmosphere of ambiguity while systems and processes are being established.

Organizational Status
This position works as a member of the UBC Extended Learning (ExL) Administrative Team, and reports directly to the Associate Director, ExL. Collaborates with the Senior Program Assistants and Program Managers. This position works independently under mínimal supervision.

Work Performed

2. Incorporates a professional and customer service approach to each interaction with prospective and current learners.

3. Investigates and resolves complex inquiries, using judgement to refer to senior staff only the most complex issues for which no formal policy, procedure or precedence exists. Identifies emergency/critical situations and initiates an urgent response as required.

4. Monitors program enrolment counts to achieve optimum registration numbers. Manages waitlists for programs.

7. Ensures that learners are notified of course changes or cancellations; processes refunds in a timely manner.

8. Ensures daily payment are reported and reconciled. Follows up on outstanding payments.

9. Calculates course and accommodation fees required for local and international learners. Follows up to ensure all fee are collected before start of program.

10. Communicates information accurately while adhering to Freedom of Information and Privacy regulations.

12. Exercises good judgement, works sensitively with individual circumstances and communicates accurately and empathetically with a highly diverse population. Works effectively and respectfully with non-native speakers of English.

13. Maintains familiarity with other areas of the university, such as Enrolment Services and Access and Diversity, in order to respond and appropriately redirect routine inquiries about other UBC services and offerings.

14. Creates, tracks, and sends program correspondence: welcome letters, acceptance and completion letters, graduation certificates. Collects final class lists and inputs grades and attendance into the appropriate databases.

15. Creates new sections in the Student Registration System (SRS), publishes sections, and ensures that the web site is displaying the correct information.

17. Provides learners with access to online courses via the online learning management system.

18. Corresponds with and supports instructors in the preparation of classes.

19. Distributes assessments and evaluations as required.

Other Duties

1. Maintains and updates a procedures manual for the position

2. Provides support to colleagues during absences

3. Performs other duties as required

Consequence of Error/Judgement
Decision-making is based on a thorough knowledge of policies and procedures of the University and Extended Learning. Consequence of error is high and poor decisions, judgment or errors would adversely impact learners. Delays in responding to inquiries may results in the loss of registrations. This in turn would jeopardize the reputation and the financial well-being of Extended Learning and the University. This position requires very careful attend to details and adhere to deadlines. Meticulous planning, a high degree of organization and excellent time management skills are required. Interaction with applicants, learners, alumni and UBC faculty and staff is largely unsupervised, and tack and professionalism are required at all times. A nonprofessional demeanor, poor level of service or misinformation may damage th