Client Services Advisor
About The Position
The Client Services unit supports the admissions, financial aid and awards operations of Strategic Enrolment Management. Client Services has 3 main areas of operations itself: in-person enquiry, telephone enquiry, and email enquiry. The enquiry functions provide the first point of contact for many clients (e.g. prospective applicants, applicants, teachers and parents) – as well as for current students and internal university staff seeking information about all aspects of undergraduate admissions and general information regarding financial aid and student awards. Under the supervision of the Assistant Registrar, Client Services, the Client Services Advisor responds to financial aid enquiries from students across all three campuses through in-person, telephone, and email interactions. Working within a busy, high-volume service environment and as part of a small collaborative team, the incumbent is expected to be reliable, resourceful, adaptable, and committed to providing professional and student-centred service. The incumbent provides detailed information regarding financial aid guidelines, policies, processes, and procedures, and refers non-standard, difficult, or complex enquiries to the appropriate service area coordinator. Using OneKey (OSAP application portal), ROSI, AS400, Slate, internal University Registrar's Office HUB applications, and other service area applications. The incumbent supports students in navigateg complex processes while ensuring communication is clear, accurate, empathetic, and professional. The role requires the ability to communicate difficult or unfavourable information with sensitivity, confidence, and consistency. The incumbent also acts as a resource to colleagues by supporting training and providing day-to-day operational support. In addition, the incumbent responds to complaints, assesses whether escalation is required, and contributes to maintaining a positive and respectful client service environment. The role also provides administrative support to the financial aid application process by reviewing submitted applications and supporting documents for completeness and updating application statuses within university systems and financial aid portals.
Requirements
- Bachelor's Degree or acceptable combination of equivalent experience
- Minimum of three (3) years’ experience providing detailed explanation of policies and procedures related to admissions in a post-secondary educational institution, and OSAP or other financial aid programs
- Experience working with university student information systems, and government financial aid portals, including Slate, HUB applications, the One-Key portal, ROSI, and Slate
- Demonstrated experience applying admissions and financial aid policies, with strong knowledge of Ministry and University policies and procedures.
- Demonstrated ability to work with confidential information and to ensure privacy of student information is maintained at all times
- Excellent customer service skills with an orientation around tact and diplomacy in dealing with students and staff, with a diverse applicant population and, at times, upset or irate clients
- Advanced computer skills must include word processing, creating and manipulating spreadsheets, navigating multiple websites and systems concurrently
- Excellent oral and written communication skills, interpersonal skills and organizational skills
- Ability to adapt to new procedures and changing conditions quickly and accurately, must be able to use independent judgment and discretion when responding to enquiries
- Ability to maintain composure under pressure
Nice To Haves
- Knowledge of post-secondary institutions and an understanding of the functions and services provided by related offices and departments.
- Experience working with post-secondary education applications is an asset
- Experience with document management systems an asset
- Knowledge of government and institutional financial aid programs
Responsibilities
- Acting as the first point of contact for financial aid enquiries
- Providing detailed information on processes, policies, and procedures
- Providing detailed information regarding financial aid issues and financial awards including processing
- Responding to enquiries within the defined scope of the role and redirecting as appropriate
- Troubleshooting and resolving routine issues
- Updating and maintaining database records
- Serving as a resource to others by providing (non-supervisory) administrative guidance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
