Enrolment Services Associate - Peterborough, Canada - Trent University

Trent University
Trent University
Verified Company
Peterborough, Canada

1 week ago

Sophia Lee

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Sophia Lee

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Description

Job Purpose:

The scope of responsibility follows the lifecycle of a Trent student, from acceptance to graduation and beyond.

Reporting to the Associate Registrar & Director, Service Delivery and Student Financial Support, the Enrolment Services Associate supports student success and retention through excellence in service delivery.


Key Activities:


Office Administration

  • Manages the service counter for the Office of the Registrar, which includes Records, Scheduling and Financial Aid. Field and respond accurately and with clarity in a timely manner to all Enrolment Services inquiries from faculty, staff, students, alumni, parents, and the general public, acting as an effective spokesperson for the department.
  • Triage the nature and complexity of inquiries to determine the most appropriate actions, assisting where possible with a view to ensuring maximum office efficiency and client satisfaction. Where necessary, refer difficult situations to appropriate coordinator, team lead, or manager.
  • Protect and maintain the security of confidential documents through identification verifications, secure document storage and document release verification procedures in accordance with university policy and privacy legislation.
  • Liaise with Academic departments, Dean's Office, Student Accounts, etc regarding procedural matters, waivers, exceptions to prerequisites, etc.
  • Ensures timely release of confidential documents (transcripts, verification of enrolment, graduate confirmations and other) through monitoring and maintaining inventory of inks, parchments, documents and supporting materials.
  • Monitors departmental website and advises if updates are necessary.
  • Keep informed of all relevant rules, regulations, and policies for all areas of Enrolment Services to respond to inquiries and direct students to appropriate resources.
  • Field, direct, and deliver where possible requests for information by external organizations, such as lawyers, ensuring accuracy of information and adherence to all internal and external policies.
  • Assist students with a variety of processes and navigation through Trent University and related programs.
  • Assist with recruitment and retention by participating in internal and external events.
  • Determine and deliver on opportunities to improve operational efficiencies.
  • Responsible for documenting all processes and procedures related to the Enrolment Services Associate role.
  • Maintain a general understanding of all university departments and key stakeholders.
  • Flexible work schedule, including evenings and weekends.
  • Other duties as assigned.

Records & Registration

  • Maintains and sets up user Alumni accounts ensuring proper security controls, systems access, and support for users.
  • Prepare official documentation related to student enrolment, including Verification of Enrolment, Official Transcripts, Graduate confirmations, and various oneoff letters.
  • Process legal name changes and update other profile information.
  • Complete program changes, course (de)registrations, section changes, waitlist registrations and other.
  • Troubleshoot registration issues for students and escalate, as necessary.
  • Maintain strong working knowledge of internal and external systems inclusive of Colleague, Iris, OUAC, OneKey, TopDesk, Request Tracker and myTrent.
  • Maintain and ensure completeness of all Enrolment Services files, including all academic and financial files, and plan and enact migration process through the file's life cycle.
  • Assist with data entry for internal and external Enrolment Service reporting.
  • Assist with all aspects of convocation related to Enrolment Services.
  • Assist with maintenance of all Enrolment Services records.
  • Assist with processing of all Enrolment Services functions to ensure student records are current and accurate.
  • Assist with development and delivery of all Enrolment Services communications

OSAP/Financial Aid

  • Intake of all documentation and paperwork (mail, electronic, inperson) ensuring completeness, including evaluation and approval or denial of Interest-Free status; approval or denial of signature pages, for both parents and students in the One-Key system.
  • Maintain high degree of knowledge on bursary programs, scholarship programs, out of province/country financial assistance programs; including requirements, dates, deadlines and resource materials.
  • Update profiles, academic programs, enter missing information and reset passwords as needed.
  • Interpret and verify Release of Information for student records when dealing with inquiries.
  • Answer inquiries related to the TWSP and assist students with evaluating eligibility for TWSP positions.
  • Maintain strong working relationships between Financial Aid, Student Accounts and Student Accessibility Services.

Education Required:

General University Degree (3 year).


Experience/Qualifications Required:


  • Two years' experience working with a wide variety of stakeholders i
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