Student Services and Registration Coordinator

**Position Purpose and** **Summary**
The TWU-GLOBAL Student Services and Registration Coordinator reports to the Executive Director - Branches in providing (a) registration services; (b) course set-up; (c) ticketing system administration; and (d) Office upkeep/management (RGK).

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Key Areas of Accountability*
**1. Registration Services**
- Process student registration activities in a timely, effective and accurate manner (includes MA Lead, BA Lead, MBA-Bridge, Summit Pacific and other certificate programs)
- Set up students in appropriate systems (Salesforce, Jenzabar, Aqueduct)
- Sends relevant registration communications to students
- Work with Academic Advisors to retain student enrolment and counterparts in partner institutions like Summit Pacific
- Assist in reconciliation of enrolments with program leaders, as required

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2. Course Set-Up/Adjustments*
- Collect courses from different Program Coordinators under TWU GLOBAL (including processes related to course creator)
- Work with the Office of the Registrar in consolidating/submitting TWU GLOBAL courses/room needs
- Coordinate with HR Generalist - Faculty Relations on TWU GLOBAL part-time instructor contracts, payroll and other HR-related matters
- 3. Ticketing System*
- Train and onboard new GLOBAL employees on TD ticketing/routing and create a schedule for staff on queue
- Create or edit TD response templates and/or reports
- Monitor the TD Overdue ticketing reports and work with TD users to resolve tickets or assist in communication with the requestor
- Monitor GLOBAL response survey to ensure that any concerns or feedback from requestors are communicated to the team
- Monitor to ensure that the re-routing of incoming TD tickets, to both Langley and Richmond, are accurate and processed
- Coordinate with IT/OTR/relevant departments on TD related manners
- Act as the point person for Knowledge-based article creation jointly with the Service Hub
- 4. Office Upkeep and management and other duties*
- Oversees daily upkeep and maintenance of TWU GLOBAL office (RGK). This includes ensuring office and facility supply needs are todate.
- Coordinates TWU GLOBAL RGK frontline services and liaises with other locations for student service improvement initiatives
- Directs communications traffic and provide customer service to all students, faculty and staff
- Supervises and coordinates internal events for TWU GLOBAL
- Performs other duties as assigned by the Executive Director - Branches

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The Person*
**Skills and Abilities**
- Demonstrate a high level of accuracy. A team-player with a warm/engaging personality with a good sense of marketing and customer service.
- Strong computer skills and adapts quickly and easily to enrolment software
- Strong knowledge in all Microsoft Office Applications
- Possess strong interpersonal and written communication skills; communicates effectively with international and adult learner markets
- Able to complete projects with mínimal supervision
- Strong organizational, data management and administrative skills
- Manage stress well and is able to work effectively and efficiently in a fast paced environment

Excellent **communication**, **research**, **problem solving**, and **time management skills**. High level of **accuracy**, **efficiency**, and **accountability**. Attention to **detail**. Ability to build relationships with clients and internal departments.

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Personal*
Driven and inspired by the idea of positively impacting the various marketplaces of life through the development of godly Christian leaders by serving the Trinity Western University community. Warm-hearted, dedicated, committed and mature evangelical Christian with a keen desire to serve in family, church, work and community. A firm commitment to TWU’s mission, values, Statement of Faith and Community Covenant. Strength of character and reputation, a pleasant personality with a positive and friendly attitude in the midst of a very busy and challenging atmosphere.
**Servant-Leader Way of Life**: Act in a manner that exemplifies Jesus Christ in all on and off campus contacts thereby living out the servant leadership mission of the university and contributing effectively towards achieving the institutional and Kingdom goals of the organization.

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Key Internal Interactions*
**Reports**:None
**Reports to**:Executive Director, TWU GLOBAL - Branches

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Standards & Requirements*
**Education**: Bachelor’s degree required
**Experience**: Minimum of 1-2 successful years’ customer service experience. Experience in post-secondary and/or adult, online and international education environments preferred.
- Duties and responsibilities that do not constitute a major change may be added, deleted or changed at any time at the discretion of the supervisor either orally or in writing._
**Salary Classification: 7**
**Agreed to by**:Executive Director, Branches and ED, Human Resources
- Trinity Western University is located on the traditional ancestral territory of the Sto: