Client Services Coordinator, Student Academic Records

University of Toronto • Toronto, ON

7d • CA$81,312 - CA$103,986 • Onsite

About The Position

The Vice-Provost, Strategic Enrolment Management (VPSEM) is responsible for providing institutional strategic direction, advice and support and SEM management on key processes and policies to support the student experience. The University Registrar’s Office (URO) is a central support team that provides institutional leadership on student financial aid & awards, student accounts, client services, student records & systems, academic scheduling & exams, accommodated testing services, classroom technology & planning and convocation. The URO works with divisions to support undergraduate and graduate students throughout the student life cycle and is an advocate and service provider for University of Toronto students, staff and faculty.

Under the direction of the Assistant University Registrar, Policy & Records, the Client Services Coordinator, Student Academic Records incumbent is responsible for overseeing student academic records processes and services for the University of Toronto’s University Registrar’s Office. The incumbent is responsible for all administrative processes, protocols and procedures for a number of student academic records programs, including Domestic Non-Ontario Resident Tuition Fees appeals and International Fee Exemption applications. The incumbent also acts as the first point of contact for students, staff and third-parties. The incumbent provides training and creates training material on student academic record services, policies, procedures, and changes. The incumbent is responsible for communication duties such as managing the webpages and coordination between internal departments on applicable academic records and services. The Client Services Coordinator, Student Academic Records also provides counselling via telephone, service tickets, and email to students and alumni on processes related to student academic records processes; resolves complex, escalated or sensitive client issues; serves as a resource to university colleges, faculties, or departments by providing advice, guidance, and providing information on university policies, processes and regulations related to student academic records.

Requirements

• Bachelor's Degree or acceptable combination of equivalent experience
• Minimum four years of relevant experience with direct client service delivery in a high volume environment, preferably at a university or college institution
• Experience in delivering training, preferably in a unionized environment
• Experience in coordination of services in a client service environment and coordination of day-to-day operations
• Experience providing detailed information on processes, policies, and procedures
• Experience using technology to enhance enquiry service delivery and experience utilizing reporting tools
• Advanced computer skills must include word processing, creating and manipulating spreadsheets, posting to and navigating websites, creating PowerPoint presentations
• Knowledge of institutional and department policies, procedures and guidelines
• Ability to effectively provide information and advice to staff, students and general public; individually or in group settings (i.e. one-on-one or group session and/or workshops)
• Strong student service orientation: tact and diplomacy in dealing with students and students’ family members, demonstrated ability to relate well with a diverse student population, at times address an upset or irate client or deal with other complex inquiries requiring immediate attention
• Demonstrated commitment to maintaining confidentiality in working with student information
• Must be able to use independent judgment and discretion when advising and counseling, and when responding to enquiries
• Ability to work in a high volume environment and ability to work well under pressure
• Demonstrated ability to work with a wide range of stakeholders comfortably and professionally with a customer-service orientation and maintaining confidentiality

Nice To Haves

• Familiarity with the University’s student information system or with a comparable system is highly desirable
• Familiarity with financial budgeting tools and resources is desirable
• Knowledge of University and University Registrar’s policies, procedures and business processes is an asset

Responsibilities

• Overseeing the data collection and analysis processes
• Implementing plans and process improvements for records administration activities
• Creating and updating student records
• Updating and maintaining a procedures manual
• Serving as a resource to a group or on a function
• Drafting internal and external communications
• Resolving issues within the scope of the role and escalating problems as required
• Verifying the accuracy and completeness of information

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level