Registrar's Office Service Specialist

**Position Purpose and Summary**

The Registrar’s Office Service Specialist I is responsible to lead OTR tasks as assigned related to student billing, payment, and course registration. The Service Specialist provides superior customer service through assisting with preregistration and registration procedures, student financial accounts, and academic records

**Key Areas of Accountability**
- Responsible for daily receipting and reconciliation of student payments made through a variety of payment platforms. Resolve payment issues and answer billing questions.
- As a member of a team, responsible for students’ accounts receivables. Contact students in a timely manner and provide effective and accurate service with respect to student accounts and collections. Maintain notes on student accounts with current and relevant information. Process account adjustments and transfers. Track payment plans and arrears. Provide updates and reports as requested.
- Responsible for first level approval and preparation of student refund requests including reviewing of student account for accuracy and potential impact on loans and financial aid.
- Lead ongoing streamlining, reporting, and training on Team Dynamics for the Office of the Registrar staff.
- Lead on student communication regarding registration and payment while actively working with Marcom to align with TWU branding and communication goals. Responsible for website improvements and updates. Lead on projects to assist in updating Student Information System processes as required.
- Process syllabus requests, and complete degree verifications. Provide confirmation of enrolment and related tasks to students and third-party organizations as required and within the limitations of privacy legislation.
- Verify the accuracy of student transaction groups. Post and electronically file postedit reports.
- Participate as a professional team member of the Office of the Registrar with a particular focus on improving service to students, parents, staff, faculty and others. Work in co‐operation with and act as backup for other office staff as needed.
- Accept personal accountability for continuously improving performance, working cooperatively with all on-campus departments.

**The Person**

Skills and Abilities
- Strong customer service and problem-solving skills.
- Strong interpersonal skills with the ability to communicate positively in a cross
- and multi-cultural environment.
- Excellent written and verbal communication skills.
- Able to uphold privacy and confidentiality.
- Skilled in the use of computers and familiar with various software, database, and spreadsheet programs.
- Knowledge of accounting practices and excellent numerical skills.
- Detail oriented with strong organizational skills.
- Able to work under time and financial pressures.
- Flexible in meeting deadlines and ensuring the delivery of professional registration, student account, and records services to the TWU community.
- Able to act as a team player putting aside personal preferences in order to seek the common good for customers, students and departments.

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.

**Key Internal Interactions**

Reports**:None

Reports to**:Manager of Student Finances

**Standards & Requirements**

Education**:

- Bachelor degree preferred.
- Two years of post-secondary education required.

Experience**:

- Minimum 2-3 years of related experience.
- Customer service experience required.
- Cashier experience required. Accounting background an asset.
- 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._

**Updated**:September 2024

**Salary Classification**:6

**Agreed to by**:Registrar and Executive Director, People & Culture