Customer Service Officer

**About Durham College**:
Durham College (DC) is leading the way as a post-secondary institution, offering an innovative and transformative student experience and hands-on learning opportunities. With this focus top of mind for our students and our employees, DC is proud to be one of the fastest-growing colleges in the province and annually ranked as one of the GTA’s Top 100 employers.

The college offers a wide range of market-driven programs across multiple disciplines, including culinary management, farming and horticulture, business, IT, construction and trades, science and technology, health care, engineering, social and community services, justice, media, art and design.

With a focus on experiential learning, DC graduates are known for having the skills and knowledge employers need. More than 104,000 alumni represent the college, both locally and around the world.

Serving the Durham Region community for over 50 years, with campuses in Oshawa and Whitby, the college offers over 12,500 full-time post-secondary and apprenticeship students access to more than 145 full-time post-secondary programs - including four honours bachelor degrees and nine apprenticeship programs. Led by over 1,860 full
- and part-time staff, DC has an estimated annual economic impact of more than $913 million on Durham Region.

**DUTIES AND RESPONSIBILITIES**:
Reporting to the Director, Admissions, the Customer Service Officer - Admissions supports the success of the institution’s enrolment plan as defined by Durham College’s SEM framework by providing exceptional service to prospective domestic students and applicants, including Second Career and WSIB clients.

The incumbent prepares and ensures the accuracy of all documents related to the Second Career Proposal package(s) including fees and academic plan before submission to Ministry of Training, Colleges and Universities (MTCU). The incumbent assists with tracking Second Career and WSIB applicants/students throughout their studies and ensures records are up-to-date in order to ensure compliance with provincial reporting requirements.

**Customer Service**:

- Participate in recruitment events such as the OCIF, open house and information session type events, engaging with prospective students and second career inquiries

**Administrative Duties**:

- Act as a primary contact and indexer on behalf of the admissions team for the Banner Document Management Suite
- Process and distribute the electronic and hardcopy submission of transcripts, proof of citizenship, Accuplacer results and other documents related to the admission process for distribution to admissions officers
- Act as a liaison between OCAS and Admissions for any issues related to electronic documents and admissions data
- Coordinate resources and materials for important admissions mail outs such as offer packages and confirmation acknowledgement including to track materials and postage (tracking sheet, UPS account, correspondence with mailroom staff)
- Assist with the maintenance of admission resources, like regular review of online program pages and annual review of hardcopy program guide during the production stage and annual OCAS master program list
- Prepare Second Career proposal packages based on Ministry of Training, Colleges and Universities (MTCU) standards and internal verification of course availability, including financial worksheets, Training Research Proposals, Programs of Study and other required documents for both full-time post-secondary and Continuing Education applicants and students
- Responsible for all aspects of registration for Continuing Education Second Career and WSIB applicants including:

- Generate new student ID number if required
- Create registration form and CRNS if required to ensure accurate registration and assessment of tuition based on Second Career funding
- Prepare invoicing for students and updating enrolment records as changes occur
- Maintain effective tracking of Second Career and WSIB applicants/students

**Communication**:

- Participate in team meetings as appropriate
- Participate in the development of strategic enrolment management initiatives
- Initiates professional communications with applicants to resolve outstanding admission requirements (PR card, transcripts, admission-related supporting documents)
- Communicate with college staff, departments and external agencies as required to support all Second Career and WSIB applicants and students
- Acts as a back-up for in-person meetings with WSIB clients and as a point of contact for the Work Transition Specialist and Second Career caseworkers
- Notify the mailroom of the dates and expected volume of mass mail outs to ensure they are expecting a larger than normal workload
- Other duties as assigned

**QUALIFICATIONS**:
1. A minimum of a 3-year diploma or degree in Business of Office Admin, Communications, Marketing, Public Relations

2. A minimum of 3 years of work experience in a customer service environment