- Examining and determining student needs
- Providing student with an appropriate course of action and timelines
- Ensuring timely and accurate information is provided upon request and communicated in an efficient, professional and customer/student focused manner by phone, in person, email, LiveChat or a combination of responses
- Administering and advising students regarding the application and interpretation of college policies
- General knowledge of the following areas: academics including post-secondary, academic upgrading and Continuing Education courses, Financial Aid and Awards, Records and Registration, Admission and Recruitment and Collections/AP, Diversity and Inclusion, and the International office
- Processing all documentation pertaining to registration, fee payments, course and program changes (within deadlines), withdrawals, refunds and loan distribution
- Performing registration transactions (i.e. verifications, account summaries, subject credit applications)
- Accepting application forms and associated documents (i.e. credit and debit)
- Verifying and updating student records (e.g. Return to full-time studies, semester or program transfer, add/drop outside of registration timelines)
- Appropriate referrals to other areas as needed (e.g. International Education, Student Accounts, Faculty Offices, Financial Aid, ASC or Wellness Centre)
- Providing information regarding courses/programs
- Applying all methods of payment to student accounts in an online or in person environment (i.e. credit, debit, certified cheque)
- Reconciling deposit to daily cashier report
- Greeting clients, appropriately and professionally with customer service excellence in mind
- Directing or referring clients to services located in the SSB based on their needs
- Directing them to faculties, departments and services located in other Campus locations, as required
- Participating at information or process-oriented meetings (i.e. Professional and Part Time Learning, academic schools, Student Affairs, student program or orientations)
- Communicating with faculty divisions and other service areas to improve interdepartmental lines of communication and understanding of business processes
- Other duties as assigned:
- Events – participate or by assisting where needed during Convocation, Open House, etc.
- Project work or analysis requests (e.g. late fees, student accounts review etc.)
- A minimum of a two-year diploma in Business Administration, Communications & Marketing, Social Services.
- A minimum of three years practical experience working in a high-volume customer service environment.
- Work experience within an education environment using a computerized student information system is preferred.
- Must be proficient in the use of Banner as well as MS Office Suite including Word and Excel.
- Able to work well under pressure, with constant interruptions in a busy and high-volume environment
- Excellent customer service skills with a strong commitment to provide consistent high-quality service.
- Must be adaptable, flexible and possess innovative problem-solving skills
- Strong organizational and time management skills in planning, executing and completing tasks
- Must be self-directed and motivated, with both excellent written and verbal communication skills
- Must be able to work well both independently and as part of a team
Enrolment Services Representative - Oshawa, Canada - Durham College
Description
Support Staff
Oshawa• ID: SS24-42
• Temporary
About Durham College:
Durham College (DC) is leading the way as a post-secondary institution, offering an innovative and transformative student experience and hands-on learning opportunities. With this focus top of mind for our students and our employees, DC is proud to be one of the fastest-growing colleges in the province and annually ranked as one of the GTA's Top 100 employers.
The college offers a wide range of market-driven programs across multiple disciplines, including culinary management, farming and horticulture, business, IT, construction and trades, science and technology, health care, engineering, social and community services, justice, media, art and design.
With a focus on experiential learning, DC graduates are known for having the skills and knowledge employers need. More than 104,000 alumni represent the college, both locally and around the world.
Serving the Durham Region community for over 50 years, with campuses in Oshawa and Whitby, the college offers over 12,500 full-time post-secondary and apprenticeship students access to more than 145 full-time post-secondary programs – including four honours bachelor degrees and nine apprenticeship programs. Led by over 1,860 full- and part-time staff, DC has an estimated annual economic impact of more than $913 million on Durham Region.
DUTIES AND RESPONSIBILITIES:
The incumbent serves as an Enrolment Service Representative (ESR's) and the first point of contact to a variety of client groups through our four service channels: in-person, phone, email and incumbent is a facilitator of student needs, examining and determining the correct course of action to be taken by the client.
The incumbent will be responsible for performing transactions such as answering inquiries, performing registrations, processing payments, updating student records, verifying student enrolment, grades and records; distributing documents requiring validation and accepting various forms and associated paperwork is completed the ESR's will scan and index documents for the BDMS permanent student record.
The incumbent is responsible for the administration, interpretation and communication of college policies and procedures.
ESR's may also assist the Office of the Registrar during non-peak periods with admissions or event mailings and a variety of other office work. These may include but are not limited to batch registrations, making outbound calls and taking inbound calls or other duties as assigned. The incumbent will be familiar with the service metrics of the various departments located in the SSB, properly utilize the Electronic Queue Management system (Qnomy) and take appropriate action to ensure that excellent customer service levels are incumbent will facilitate student use of self-service applications as required. The incumbent will maintain current resources, including paper based (drop off and pick up) and web based, and track what resources are being used and requested.
ESR's are also responsible for participating in all Registrar Office events including Convocation and Open House activities and other opportunities to share ES knowledge such as PREP 1000, orientation opportunities, and meetings as assigned.
Answering information inquiries and act as a facilitator of student needs by:
Providing Administrative Services by:
Processing payments by:
Perform typical front line reception duties such as:
Act as a representative of the Office of the Registrar by:
QUALIFICATIONS:
Required Skills
Payband: E; Starting Rate: $27.81; Four Year Rate: $32.24
Temporary Employee Replacement (Appendix D, see page 109 of collective agreement); May 2024 – February 2025)
Required Experience