Part-time Fees Officer

**Requisition #**:24-0775**

**Location**: Doon**Department**: Client Services & Student Fees**Payband**: F**Starting Rate**: $30.07**Payband Range**: $30.07 - $34.87**Hours/Week**: 24**Posting Date**: Tuesday, November 26, 2024**Closing Date**: Tuesday, December 3, 2024 at 11:59 PM EST**Vacancy Type**: Support Staff - Part-time Regular**Position Summary**:
Support Staff Regular Part-time Position

(First consideration for Support Staff and Academic positions will be given to internal applicants in accordance with the respective Collective Agreements)

The Fees Officer is responsible for managing all aspects of student fees within the Registrar’s Office for both domestic and international full-time programs. This includes handling inquiries from students, applicants, alumni, and prospective students regarding payments, refunds, and accounts, both in-person and virtually. The role involves processing incoming payments and refunds, issuing payment documentation, following up on overdue accounts, and processing payment schedules for Better Jobs Ontario. Additionally, the Fees Officer collaborates with various Registrar’s Office service areas, such as Client Services, Records, Admissions, and Student Financial Services, as well as International service areas and other College resources. The role also requires engagement with community and government policies.

**Responsibilities**:
**Student fees management and support**
- Provides detailed and personalized information on student fees, including refunds, invoices, payment processing, and follow-up procedures
- Evaluates and advises students on fee follow-up procedures, including the assignment of late fees and management of overdue accounts; makes exceptions for late fees and financial holds as necessary, in consultation with the Manager for escalated or unclear cases
- Investigates and responds to client feedback and complaints, including escalated student concerns about fees and refunds, in collaboration with the Finance department and relevant service areas
- Receives and validates documents for international student status changes and submits them to the Coordinator, Client Services, and Student Fees
- Maintains a working knowledge of global practices, including Immigration, Refugees and Citizenship Canada (IRCC) policies and restrictions, as well as global financial markets that may impact the student population

**Student financial services**
- Utilizes the Laserfiche system to validate, complete, and approve student refund requests; manually requests refunds with the Finance department when necessary
- Reviews, validates, and enters all relevant payment details for the Finance department to initiate refund requests
- Reviews relevant documentation for eligibility, including Immigration, Refugee, and Citizenship Canada (IRCC) documentation and provincial financial aid Ontario Student Assistance Program (OSAP) information, and adjusts the refund amount/distribution accurately
- Ensures all web banking payments are posted to the Financial Information System (FIS) and accurately represented in the Student Information System (SIS)
- Manages delinquent accounts, including assessing, applying, and reversing late fees, as well as handling student registration holds and collections in coordination with the Finance team
- Communicates with students about delinquent fees, including late fees, overdue fees, and registration holds
- Supports government student programs by creating tailored fee funding correspondence for clients with special circumstances (e.g., Better Jobs Ontario, WSIB), ensuring accurate program admission requirements, study hours, and book costs are reflected
- Maintains training documentation and manuals, ensuring effective process management is documented for reference

**Client services support for student fees**
- Assists Client Services during high volume periods or when additional coverage is needed for Student Fees inquiries, in collaboration with Student Records and Student Financial Services
- Utilizes queueing software to handle fees-related inquiries
- Confirms if inquiries pertain to Student Financial Services/OSAP or Student Records and direct them to the appropriate service area

**Qualifications**:

- Two-year diploma in Office Administration, Business, Social Sciences, or a related field is required
- Minimum two years of relevant practical experience in a customer service environment is required, preferably in an office, financial, or post-secondary setting
- Ability to understand and work with financial information and large databases
- Demonstrated ability to work in dynamic and demanding situations, multitasking to meet deadlines
- Ability to determine when flexibility can and should be exercised
- Excellent interpersonal, public relations, and communication (written, verbal, and listening) skills, with demonstrated use of diplomacy, tact, and conflict resolution abilities
- Ability to communicate and explain information to