Client Services Representative

-MITT is a post-secondary institute offering industry-driven, student-focused education in the areas of skilled trades, business and information technology, health care, and human services. We provide affordable, timely, skills-based education for learners seeking career entry as well as those looking to acquire relevant, in-demand competencies at any point in life.

**Client Services Representative**

**Start Date: June 1, 2025**

**Rate of Pay: $44,396.12 to $60,065.34**

**Location: Henlow and Pembina Campus**

**Hours of Work: Monday to Friday, 8:30 am to 4:30 pm (35 hours per week)**

Reporting to the Client Services Representatives Supervisor, MITT’s Client Service Representatives (CSRs) are the front-line contacts for prospective and current MITT students, as well as the general public. As such, CSRs have a strong understanding of all MITT programs, services and departmental activities, along with knowledge of MITT’s policies and procedures. In addition, CSRs must have a clear understanding of privacy legislation guidelines and requirements to deal effectively and appropriately with student inquiries.CSRs collaborate with staff across all areas of the institution, building positive, constructive, and respectful relationships across all areas of operations. The team supports the Registrar’s Office, Finance, Academic, Recruitment and Student Services in particular, triaging or redirecting inquiries effectively to the appropriate departments as needed. CSRs are responsible for finding quick resolutions to inquiries, and endeavor to deliver an outstanding customer experience with each interaction.
- **Responsibilities include but are not limited to**:
**Customer Service**
- A positive and friendly attitude, and the ability to deal calmly, tactfully, and effectively with people.
- Act as front-line reception and first point of contact for students, clients, guests and the public.
- Providing basic information on MITT programs, admission, tuition, and student administrative tasks to prospective and current students, as well as to the general public. Prompt referral to the appropriate MITT Department, if required.
- Using effective communication skills (listening, oral and written) to elicit accurate information to provide sound recommendations/referrals to students, prospective students, the public and internal stakeholders.
- Using verbal de-escalation skills to respond to difficult behavior; consult with Client Service Supervisor to resolve complex situations, escalating when necessary.
- Ability to work and communicate with the external community in a professional and business-like manner.
- Ability to work independently and effectively as a member of the team.
- Ability to learn and share information with others, take initiative, be accountable, maintain confidentiality.
- Adhere to all guidelines and regulations regarding the collection, use, retention and destruction of student personal information (FIPPA, PHIPA, and MITT policies and procedures)
- Attention to accuracy and detail while effectively managing multiples tasks and activities concurrently and meeting long/short term deadlines, working effectively under pressure of high-volume workloads.
- Respects diversity and promotes inclusion in the workplace.

**Financial Transactions**
- Respond to specific student account inquiries and all general inquiries, in accordance with MITT policies and regulations concerning confidentiality and protection of privacy.
- Process payments, including those related to student tuition and fees, student locker rentals, test fees, document and transcript fees, merchandise fees, mailing fees, and internal work orders, while ensuring internal policies and controls are maintained.
- Reconcile and balance cashier tills and prepare end of day shared balancing reports.
- Use multiple platforms to process payments including online bill payments, International Student payment platforms, electronic payments, credit, debit card payments, and cheque payments.
- Train and assist other CSR team members and act as a resource on payment policies and procedures to all business units.
- Create and maintain Standard Operating Procedures to support payment procedures and policies.
- Assists the CSR Supervisor and Registrar’s Office with assignments in the maintenance and analysis of student receivables, incomplete student paperwork and past due student accounts.

**Registrar’s Office Support (Admissions and Student Records and Registration)**
- Support the Registrar Office by providing clerical support services for student records, processing transcripts, and enrolment verification requests.
- Manage the distribution of student graduation packages.
- Provide information to students about graduation and convocation including dates, times, gown rental, ceremony registration, graduation photos and guidelines for students and guests.
- Provide information about International Health Insurance including coverage start and end dates, lengt