Student Records Support Representative

3 weeks ago

Oshawa, Canada Durham College Full time

Support Staff

Oshawa • ID: SS24-47 • Full-Time/Regular

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 Manager, Registration and Student Records the incumbent is responsible for records related functions associated with transcripts, permanent student files, student communications and internally based communications, and assisting with a number of Enrolment Service and Student Record functions.

The position will construct and maintain accurate electronic and hard copy files of students’ academic records from registration to graduation, and ultimately, to the College academic archives. The incumbent is responsible for ensuring daily work is processed accurately and correctly as well as finding and fixing any errors in a timely manner and is responsible for the timely processing of requests affecting student records in support of post-secondary and continuing education files. This includes creating and maintaining document types, verifying and issuing documents, investigating and resolving system issues.

The incumbent is responsible for the interpretation and communication of college policies and procedures, as well as providing advice to members of the Enrolment Services team, academic faculties and tier two service departments (eg. Financial Aid and Awards, Office of Campus Safety, Access and Support, Finance etc.). They will also be expected to support the subject matter expert in the MyCreds platform and the process of issuing and sharing documents via the platform.

The incumbent will also play a role in providing front line service (Livechat and in person coverage) support for enrolment services during peak periods of activity.

Student Records

Maintains information related to student records in order to ensure accuracy, quality and integrity of the data by running reports to confirm data is correct. Leads the transcript portfolio, by analyzing student records to accurately release official transcripts to students and/or third-party requests within our specified timelines. Oversees the processing of documentation to support all student legal requests and mandatory licensing requests for board certifications. Required to produce detailed reports on student related information. Investigates and resolves anomalies and discrepancies by working with internal and external departments to resolve identified student files for resolution. Updates student's permanent files to meet audit specifications each year in accordance with Ministry and college guidelines. Develops and maintains transcript and Mycreds records and procedures. My Creds Document Management and Support Creating, verifying issuing documents, and digitally signing documents. Responsible for the integrity of all documents issued via the MyCreds organization portal. Manage system and user issues and provide 2nd tier customer support. Troubleshoot and correct issues.Escalate to MyCreds coordinator/systems teams when necessary and work with them to resolve. Additionally receives and processes complex requests that cannot be delivered through our automated system: EDI transcript requestsOn-Line transcript requestsPaper transcript requests Support for Enrolment Service Representatives: Respond to questions and situations as they occur; Act as tier 2 support for Enrolment Services and Support Representatives to resolve student concerns related to recordkeeping - fee assessment, payment, registration, withdrawal, etc. Document changes to registration and record-keeping processes. Communicate new processes, updates, and changes in business practices.

Other duties

Maintain knowledge of registration and academic policies/procedures. The incumbent participates in relevant information system projects and is responsible for working with project teams in the testing and implementation of new initiatives related to this position

QUALIFICATIONS:

A minimum of a 2-year diploma in Office Administration, Business, or Information Technology. A minimum of three (3) years of practical experience working in a high-volume customer service environment, preferably within an education environment using a computerized student information system. Proficient in MS Office Suite including Word and Excel, knowledge of Banner an asset. Ability to work well under pressure with constant interruptions and changing priorities Excellent customer services skills with a strong commitment to provide quality service. Adaptable, flexible and has innovative problem-solving skills Strong organizational and time management skills in planning, executing and completing tasks. Must be self-directed and motivated with both excellent written and verbal communication skills Ability to work well both independently and as part of a team. Knowledge of post-secondary policies would be an asset.

Required Skills

Payband: Band F; Starting Rate: $30.00; Four Year Rate: $34.77


Required Experience

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