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Enrolment Services (Jennifer Thurston-Saunders)
Sc heduled Weekly Hours:
Anticipated Start Date:
August 24, 2020
Length of Contract:
Employees who are full-time internal candidates, as defined by the Support Staff Collective Agreement, will be given first consideration.
Posting Closing Date:
August 11, 2020
jobs are posted until 12:01 am on the job closing date.
As the first point of contact, the Enrolment Services Representative (ESR) is an important resource to be utilized by the client throughout their tenure at Algonquin College. Reporting to the Supervisor, Enrolment Support and under the guidance of the Enrolment Services Representative, Team Lead, the ESR provides information and assistance through the following mediums: in-person; telephone inquiries; e-mail; mail, and social media to potential students, student’s clients, and alumni seeking information and/or assistance with services offered by the College in general and specifically the Registrar’s Office including Financial Aid and Student Awards. In carrying out these responsibilities the incumbent makes decisions, performs a wide variety of academic and financial aid record keeping and finance related tasks.
In addition the ESR must also provide information, clerical and administrative services related to registration, admissions, specific College related activities, and general College information. The primary goal is to provide, as much as possible, a one-stop service in the process of attracting, enrolling and retaining students. The ESR is responsible for providing assistance with training for all new full and part-time staff.
The ESR must have extensive knowledge of and experience adhering to the Freedom of Information and Protection of Privacy Act in a professional setting due to the level of confidentiality and sensitive nature of the information handled on a daily basis.
As the first point of contact the ESR is responsible to set a positive, professional tone in all interactions with students ensuring the Algonquin College experience is held to the highest possible standard.
Duties and Responsibilities:
ESRs provide a wide scope of activities associated with College services and events in accordance with the Accessibility for Ontarians with Disabilities Act (AODA), the Freedom of Information and Protection of Privacy Act, Ministry for Advanced Education and Skills Development (MAESD) and College guidelines and policies.
Fee structure and payment deadlines
Eligibility requirements and program specific prerequisites
Responding to and escalating complaints accordingly
Assisting clients with Continuing and Online Learning (COL) registration and withdrawals
Add students to course waitlists
Action continuing education transfers
Request refunds (sub-ledger analysis required)
Manual intervention with failed online registrations
Taking payments through a variety of methods i.e. debit, money order, online transfer, cheque (personal and certified) and credit card
Ontario Student Assistance Program (OSAP) and assistance with OSAP application documentation
Confirm receipt of OSAP funding through Ministry of Training and Colleges and Universities (MTCU) portal
Assistance with completion of OSAP application and documentation through screening, assisting, amending/updating documents/systems as required.
Reviewing applications and verifying data for accuracy and completeness
Gathering appropriate information and documentation.
Informing students of financial assistance programs available for part time and full time studies by providing detailed information on current government and institutional programs.
Assessing and triaging client need accordingly
Advises students concerning loan default prevention as well as exploration of other funding options.
Evaluating and interviewing clients to determine if there are grounds for appeals to their funding by using solid judgment based on knowledge of Ministry policies.
Other Financial Assistance
Determining outstanding tuition and encumbrances
Accepting payments for program and course registrations
Processing fee deferrals, confirmation of enrolments, and continuation of interest free status forms
Performing necessary data entry on the Genesis and MTCU systems; updating application information, amending income discrepancies,
Resetting Personal Identification Number (PIN)
Resolving problems related to either unusual client circumstances or school/financial aid program needs; triages and refers to Financial Aid Officer or Manager for specialized advice and documentation
Creating and updating student records
Staying abreast of college policies and procedures
Resetting passwords related to student activities
Drafting letters for students and other third party requestors
Assisting clients with form completion
Entering data, tagging documents into Registrar’s Office database
Provide campus directions
Running required reports
Entering Dual Credit information
Creating international student profiles
Processing contract documents (specialty registration)
Balancing individual daily transactions
Reconciling total daily transactions and preparing the daily deposit
Preparing cash bags
Administer the release of all financial assistance to students
Verifying client identification provided to ensure security of loans, grants and cheques
Checking College registration and MTCU status to ensure entitlement eligibility prior to distribution of loans, grants and/or cheques
Confirming fees are paid
Ensuring unpaid fees are deducted from loan prior to release
Verifying income data to confirm or adjust entitlements
Review and respond to emails in a timely manner
Filing documents, electronically or otherwise
Scan documents and upload to Laserfiche
Identifying and communicating opportunities for process improvement
New Employee Orientation and Training
Demonstrates correct methodologies, processes and procedures for new full-time and part-time staff
Supports onboarding of new colleagues, reinforcing Team Lead training and answering questions on process and policy
Other related duties as assigned
Two (2) year Diploma or equivalent
Three (3) years experience in a high demand customer service setting; student service setting preferred
- This position is paid at Payband F. Starting rate determined by the Support Staff Collective Agreement.
- Vacancy is for P01165, P02001, P02249
Algonquin College values diversity and is an equal opportunity employer. We offer an inclusive work environment and encourage applications from all qualified individuals. However internal candidates will receive first consideration based on qualifications. If you are invited for an interview, please notify us of any particular adaptive measures you may require. Workplace accommodations are available. While we thank all those who apply, only those to be interviewed will be contacted.
For a copy of the complete job description please contact Human Resources at email@example.com.