Enrolment Services Coordinator - Limited Term

ontariotechu • Oshawa, ON

2d • Onsite

About The Position

As one of the first points of contact for Ontario Tech, the Enrolment Services Coordinator will provide high quality service to a variety of stakeholders in the areas of admissions, student records and registration, student accounts and financial aid. The Coordinator will play an imperative role in prospect management and assisting with Ontario Tech 's retention goals by collecting information, maintaining student information systems, and reporting on data collected from prospective and current students.

Requirements

• Excellent customer service and interpersonal skills
• Exceptional oral and written communications
• Friendly, with a high-level of empathy and compassion
• Excellent attention to detail with a high level of accuracy
• Ability to work independently and in a collaborative team environment
• Strong organizational and time management 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
• Minimum completion of three-year program resulting in degree, certification, diploma or license.
• Minimum 1 to 3 years of experience working in a high-volume customer service environment, preferably within a university setting.
• Advanced knowledge in using software and computer programs such as Windows, Microsoft Office, Excel and PowerPoint and have the ability to learn new programs.
• Strong systems knowledge (Banner, Banner Document Management, Ministry OSAP Portal, Five9 phone system, QLess, Salesforce, etc.) and/or willingness to learn other computer software packages as required.

Nice To Haves

• Completion of Bachelor’s degree strongly preferred with preference given to candidates with a degree in business, human resources, or communications.
• A combination of education and experience may be considered for this role

Responsibilities

• Creates a centralized student communication hub & provides specialized customer service in several modes, including but not limited to email, phone, online chat and in-person interactions.
• Troubleshoots student issues, identifies, and analyzes any student escalations, and provides accurate solutions or referrals to management or area experts.
• Responds to and resolves student requests for information about their student records.
• Provides functional support for all registration departments including OSAP processing, communications, registrarial functions, admissions and records.
• Liaises with other departments and faculties to ensure the department has correct information.
• Analyzes, assesses, and interprets students' OSAP files and provides information and advice to current and prospective students on eligibility for full and part-time OSAP loans.
• Processes application documentation and changes on multiple systems -Banner, OSAP Portal, including manual confirmation of enrolments as required
• Investigates and resolves problems relating to current or past OSAP loans, referring complex files to the correct internal or external contact.
• Refers students to Financial Aid Officers or Student Awards Officers through assessment and provides students with correct documents to attend the meeting.
• Analyzes students' OSAP and tuition accounts to see student’s eligibility for deferments.
• Ensures that all students receive appropriate registration and important information in a variety of formats that meets the needs of the student and broader community.
• Monitors, troubleshoots, resolves, and/or escalates irregular registration and deposit payment issues to management and/or IT
• Provides support to the students on a variety of registration and records related topics, including but not limited to adding and dropping courses, convocation, tax documentation, enrolment verification, specialized letters, transcripts, important dates and deadlines, etc.
• Responsible for generating important student documentation including but limited to, specialized letters, T2202 and 3rd party verifications.
• Pulls, analyzes, and organizes data analytics on call performance (Five9), student traffic (QLess), email traffic (Salesforce), survey feedback, etc., and disseminates to required stakeholders.
• Responds to prospective students and maintains thorough knowledge and communication, via in person, telephone, and email (information regarding program offerings and degree requirements for all Ontario Tech programs and courses).
• Briefly outlines the potential educational perspective of each degree, when required
• Liaises with the Admissions team to provide accurate and timely information to students.
• Communicates with students on the status of their student account and answers questions pertaining to outstanding balances and future funding entitlements.
• Creates and emails various groups of students with detailed information regarding program registration and university services, administrative units, and policies by following strict deadlines.
• Creates and maintains important registration documents by consulting with Associate Registrar and other administrative units (academic advising, student life, student association, Information Technology, Finance, Scheduling, Financial Aid, Campus ID, etc.) to gather important information for students
• Reviews and updates site content with Manager.
• Responds to general student, faculty, staff, and guest queries regarding the Ucard and government ID.
• Assists in planning and coordinating institutional events relating to registration, Open Houses, etc.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree