Enrolment Services Coordinator II

4 weeks ago

Oshawa, Canada Ontario Tech University Full time

Enrolment Services Coordinator II

Tracking Code: req1092

Faculty/Department:  Office of the Registrar

Number of Positions:  1

Appointment Type:  Full-Time Continuing

Hours of Work:  35 hours per week 

Salary Range:  Level 7 - Starting Salary, Step 1 $54,848

Posting Date:  April 19, 2024

Closing Date:  April 25, 2024

Job Summary: 

As one of the first points of contact for Ontario Tech University undergraduate students, primary purpose of this position is to provide service excellence in all person, email and phone interactions. The incumbent will provide customer service to all Ontario Tech students and stakeholders in regards to: enrollment services, domestic and international registration, records, student accounts, financial aid, awards, student employment and ID services. They will play an imperative role in prospect management and assisting in Ontario Tech's retention goals by collecting information, maintaining student information systems and reporting on data collected from prospective and current students. The incumbent will be the liaison between the area experts and the clients, and will be responsible for answering 75% of inquiries, while giving timely referrals and knowing when to escalate clients to area experts.

Nature of work: 

This position reports to the Manager, Enrolment Services. Fast-paced environment; work under pressure; high attention to detail required; deadline-driven; highly collaborative.

Responsibilities/accountabilities: 

Maintain working knowledge base of all departments in the Office of the Registrar to provide information, perform student service transactions and give timely referrals to area specialists, academic advisors and other Ontario Tech services. Troubleshoot client problems effectively, identify and analyze any student escalations and provide accurate solutions or referrals to management or area experts. Resolve and answer 75% of client inquiries in-person or over the phone. Delegate paperwork to processors and to area experts to complete student files using BDMS, and the OSAP portal. Review all incoming student appeals and have authority to be the first level of triage for accepting or denying appeals based on documentation. Processing of transactional requests, reviewing submitted paperwork, providing current information and triaging appeals for OSAP administration. Facilitate the registration process by providing accurate information and direction. Respond to students requests for information about and access to their student records. Process student account payments and provide information regarding payment processes and deadlines. Responsible for functional support for all registration departments including OSAP processing, communications, registrarial functions, admissions and records. Creates and maintains a centralized student communication hub via email, phone and in person interactions. Support campus ID services. Provide in-person (when on-campus) and webinar presentations to high schools, faculty advisors and students on registration activities and financial literacy. Other duties as assigned by the Manager.

Required Skills: 

Excellent customer service skills; Ability to work in a high-pressure environment and maintain composure;  Excellent systems knowledge ( Banner, Google Docs, BDMS, One-Key and-QLess an asset); Exceptional oral and written communication skills; Excellent attention to detail with a high level of accuracy; Friendly with a high-level of empathy and compassion; Ability to prioritize; Ability to work independently and in a collaborative team environment; Time management; Ability to take initiative; Strong organizational skills; Strong judgment, flexibility and adaptability; Ability to work in a fast paced environment; Demonstrated ability to establish and maintain collaborative relationships; Ability to work with and communicate with a diverse clientele; Strong tact and negotiation skills; Integrity and the ability to maintain confidential information; Excellent computer skills including: Microsoft Office (Word, Excel, PowerPoint) and internet applications; Advanced skills in using software and computer programs such as Windows, Microsoft Office, Excel and PowerPoint and have the ability to learn new programs.

Required Education: 

Required completion of a formal 3-year post-secondary/college program; program relating to business, human resources, or communications preferred. Desirable: Bachelor’s degree.

* Verification of Academic credentials may be required

Required Experience: 

Over 1 years and including three years’ related experience in a university Office of the Registrar setting. Microsoft Office, Excel and PowerPoint, with the ability to learn new programs, as required.  Advanced systems knowledge (Banner, BDMS, One-Key, QLess, etc.); willingness to learn new systems.

How to Apply:

Interested candidates should submit in electronic format a covering letter and their resume. Applications will be accepted until April 25, 2024 or until a suitable candidate is found. We appreciate all applications received; however, only those candidates selected for an interview will be contacted.

This position falls within the bargaining unit represented by the Ontario Public Service Employees Union (OPSEU) and will be subject to the terms and conditions of the collective agreement between the university and the OPSEU. To the extent that policies are not included in the collective agreement, employment will also be governed by the university’s policies which may also be found on our website and which may be amended from time-to-time.

OntarioTech University is actively committed to equity, diversity, inclusion, indigenizationand decolonization (EDIID), and welcomes applications from all qualifiedcandidates, while especially encouraging applications from First Nations,Metis, Inuit peoples, Indigenous peoples of North America, racialized persons,persons with disabilities, and those who identify as women and/or2SLGBTQ+. All qualified candidates are encouraged to apply; however,Canadian citizens, permanent residents and Indigenous Peoples in Canada will begiven priority. 

Ontario Tech University respects people's different needs and therefore will take all reasonable steps to ensure accommodation for applicants where appropriate. The University is also committed to ensuring that confidentiality is maintained throughout all aspects of the recruitment cycle.

If you require accommodation, please contact , Health and Disability Management Specialist. For more information about the universities policies for accommodating employees with disabilities please review the university’s 

The university acknowledges the lands and people of the Mississaugas of Scugog Island First Nation which is covered under the Williams Treaties. We are situated on the Traditional Territory of the Mississaugas, a branch of the greater Anishinaabeg Nation which includes Algonquin, Ojibway, Odawa and Pottawatomi.

Job Location:  Oshawa, Ontario, Canada

Expected Start Date:  5/6/2024

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