Intermediate Information Officer, Student Accounts

The University of Ottawa—A crossroads of cultures and ideas

The University of Ottawa is home to a dynamic community of over 50,000 students, faculty and staff, who live, work and study in both French and English. Our campus is a crossroad of cultures and ideas, where bold minds come together to inspire game-changing ideas. We believe in the power of representation, and that increasing the diversity of our faculty and staff supports this objective. Our goal is to provide students with the best possible learning experience, in an environment that reflects the diversity of its people, their ideas, and their identities.

We are one of Canada’s top 10 research universities—our professors and researchers explore new approaches to today’s challenges. One of a handful of Canadian universities ranked among the top 200 in the world, we attract exceptional thinkers and welcome diverse perspectives from across the globe. Our employees come together around the shared purpose of constant improvement, personal development, service excellence, teamwork and a passion for learning with a desire to make uOttawa and the world a better place. Everyone's contributions are valued, we all play a part in making uOttawa a world-class institution. Most importantly, we make it possible for you to achieve your full potential. Because at uOttawa, you belong
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**Position purpose**:
Reporting to the Lead Administrator, Student Accounts, provides customer service as a specialist and expert in student financial matters at the University of Ottawa. Greets, informs and advises students on their financial accounts, methods of payment, refunds and financial arrangements to ensure they properly understand their financial situation, and thus improve student satisfaction and retention. Makes changes to student accounts and performs relevant financial transactions.

**In this role, your responsibilities will include**:
**Client service**:
Greets, informs and advises students in person, by phone and in writing concerning their financial records, methods of payment, appeals, refunds and financial arrangements, policies, deadlines, and other services and partners who might meet their needs. Ensures courteous, prompt service that meets University service excellence standards and projects a positive image of uOttawa to all clients. Manages emotional or hostile clients with professionalism and, when not successful, directs them to a counsellor or to the person responsible for service and communications excellence, as applicable.

**Analysis**:
Consults students’ financial records. Interprets data, enters data in the system and updates student records.

Provides accurate information and detailed explanations regarding procedures, statements of account, tax documents (T2202A, T4A, U-Pass and RL-8) and such. Makes initial assessments regarding exceptions according to established internal rules and determines whether a meeting between a student and an academic adviser is required.

**Financial transactions**:
Collects various service fees. Issues receipts, calculates interest and invoices late tuition payment fees. Checks student accounts and corrects errors therein or, depending on the complexity, recommends a correction to own superior. Produces copies of certifications for income tax purposes.

**What you will bring**:
Knowledge of administration and accounting principles normally acquired through postsecondary studies in a related discipline or an equivalent combination of education and work experience

Knowledge of post-secondary institutional organizations and related regulations is an asset

At least two years’ experience in providing specialized advice to customers

Experience in entering and checking data

Good judgment, with attention to detail and commitment to a job well done

Ability to learn and recall a host of very detailed regulations, procedures and information

Ability to understand and interpret client needs

Organizational skills and ability to work quickly and under pressure

Ability to work well in a team environment

Communication, interpersonal and problem-solving skills

**Key Competencies at uOttawa**:
Here are the required competencies for all or our employees at uOttawa:
**Planning**: Organize in time a series of actions or events in order to realise an objective or a project. Plan and organize own work and priorities in regular daily activities.

**Initiative**: Demonstrate creativity and initiative to suggest improvements and encourage positive results. Is proactive and self-starting. Show availability and willingness to go above and beyond whenever it is possible.

**Client Service Orientation**: Help or serve others to meet their needs. This implies anticipating and identifying the needs of internal and external clients and finding solutions on how to meet them.

**Teamwork and Cooperation**: Cooperate