Senior Administrator, Student Accounts

Senior Administrator, Student Accounts University of Ottawa – Faculty/Service: Student Accounts, Financial Resources Services, Associate Supervisor.Campus: Main Campus.Union Affiliation: SSUO.Employment type: Full-time. Position Details Job Type: Employee Duration: 12 months Hours per week: 35 Salary Grade: SSUO Grade 08 Salary Range: $64,865.00 - $81,935.00 Position Purpose Assists students in financial difficulty who have a debt to the University, proposing adapted payment solutions for them. Negotiates financial arrangements to ensure future student eligibility to enrol or receive official documents, while complying with policies and procedures. Builds trust with students at risk by demonstrating a strong capacity for empathy, to further student retention and increase graduation rates. Plans, co‑ordinates and controls sponsorship accounts (organizations paying students’ fees), ensuring proper understanding and application of practices, processes and policies, so that invoiced fees are collected. Serves as a sponsorship contact providing information in person, in writing or by phone, in both official languages, to students, sponsoring organizations, and University services and faculties. Analyzes and reconciles bank accounts used to receive student and sponsor payments, complying with internal procedures and accounting regulations. Responsibilities Second level of student customer service: Makes appointments with students to handle complex cases that can’t be resolved by front‑line staff and negotiates financial arrangements. Analyzes student files and determines possible options according to set criteria. Advises students on their financial situation and measures to take (e.g., partial payment, payment agreements, loans). Planning and co‑ordination of operational cycle: Manages sponsorship accounts, handling contracts, billing, follow‑up, reimbursement reports and problem‑solving. Regularly follows up with sponsors to ensure they understand cases and payments are received by the prescribed deadline. Regularly follows up with students who have signed financial agreements to ensure they comply with their agreements and know the payment deadlines. Customer service: Acts as a resource person for University community members, informing them in person, in writing or by phone about possible financial arrangements, while ensuring the quality of information shared. Provides expert advice on sponsorships and financial arrangements to students, sponsoring organizations, and University faculties and services. Serves as secretary for the Student Account Reimbursement Committee. Confirms eligibility of requests, offers students guidance on policies and regulations, prepares files and follows up with students. Finances: Analyzes and reconciles bank accounts used to receive student and sponsor payments, complying with internal procedures and accounting regulations. Detects inconsistencies and takes corrective action as required to ensure data integrity and compliance with policies and regulations in effect. Deposits payments received by cheque or by e‑transfer from sponsors in the account management system, and makes reimbursements for excess payments as needed. Report production and data management: Provides various simple to moderately complex financial reports, both scheduled and one‑time, on financial operations, accounts or specific matters, in support of day‑to‑day operations and strategic planning. Identifies and analyzes more problematic student and sponsor accounts. Determines the precise nature and cause of problems. As needed, shares information with partners concerning students’ financial records. Documentation: Drafts and updates internal guides on procedures, processes and systems related to own responsibilities. What you will bring Knowledge of finances, accounting and administration normally acquired through postsecondary studies in a related discipline or an equivalent combination of education and work experience. Three years’ customer service experience in which autonomy and problem‑solving were required (i.e., decision‑making power). Bilingualism – English and French (spoken and written). Experience in interpreting, explaining and applying policies and regulations. Proven ability to show empathy and control one’s emotions despite long work days with back‑to‑back meetings, so that each client is welcomed and receives high‑quality service. Ability to be tactful, diplomatic and professional in any given situation. Excellent verbal and written communication skills in both official languages. Attentiveness to customer service, with negotiation, communications and interpersonal relations skills. Independence and attention to detail, to process large numbers of transactions while ensuring data accuracy and meeting deadlines. Ability to set priorities. Front‑line proficiency requirement: low‑advanced proficiency in oral and reading comprehension in the second official language. Key Competencies Planning: Organize in time a series of actions or events in order to realize 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. Proactive and self‑starting. Show availability and willingness to go above and beyond whenever possible. Client Service Orientation: Help or serve others to meet their needs. Anticipate and identify the needs of internal and external clients and find solutions on how to meet them. Teamwork and Cooperation: Cooperate and work well with other members of the team to reach common goals. Accept and give constructive feedback. Adjust own behaviour to reach the goals of the team. Diversity and Inclusion Emphasis on diversity: the University of Ottawa embraces diversity and inclusion in the workplace. It is passionate about people and committed to employment equity. A culture of respect and teamwork is fostered where collaboration, innovation and creativity fuel research and teaching excellence. All qualified candidates are encouraged to apply; Canadians and permanent residents will be given priority. The university also provides accommodations for applicants with disabilities. EEO Statement All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority. Union Position Note The hiring process will be governed by the current collective agreement related to the union affiliation noted above. #J-18808-Ljbffr