Overview:
The Financial Aid Team Lead is accountable for the functional direction and implementation of tasks and responsibilities of the financial aid team. The Team Lead is an expert source of knowledge related to financial aid policy and procedures, and ensures processes are carried out in an efficient, and client service focused manner. The Team Lead is responsible for providing primary support to Financial Aid team on matters relating to day-to-day activities and problem solving. The Team Lead supports the coordination of training for Financial Aid staff including student hires. In the absence of the Assistant Director, Student Awards & Financial Aid, the Team Lead is responsible for decision making with respect to the Financial Aid team and financial aid related inquiries. The position may also be called upon to assist with other administrative duties within the Student Awards & Financial Aid team and Systems teams as well as other University-related events.
Responsibilities:
Team Lead and Supervisory activities
Ensure appropriate backup, support and cross training is in place with Financial Aid team to manage workloads
Support and prioritize daily activities and workload for the Financial Aid team
Supports team through changes to systems, Ontario Student Assistance Program (OSAP) procedures and policy in relation to day-to-day workflow
Act as a resource for daily inquiries and issues from the team
Assist with the development of daily work schedules and assist the other members of the team with their specific job duties
Hire, supervise and train work placement and work study students each term. Coordinates and prioritizes daily activities. Responsible for student work term evaluations
Work closely with Assistant Director for interviews and the selection of candidates for full-time staff
Supports Assistant Director with the planning and delivery of training, updating manuals and procedures
Assist with the training of new employees related to daily tasks, identifying errors and the possible need for additional training
Responsible for ongoing training for Centre Specialists to ensure their OSAP knowledge is up to date
Provide input to the Assistant Director for annual employee performance appraisals
Policy and Procedures Guidance
The Team Lead, in conjunction with the Assistant Director, will process the more complex OSAP appeals such as the residency reviews, family breakdown appeals, restrictions, and probations
Apply sound judgement and comprehensive job knowledge to solve complex problems related to financial aid processing
Assist the Assistant Director with the OSAP-Satisfactory Academic Progress report each term
Assist the Assistant Director with the weekly withdrawal (WDR) report and coordinate appropriate student refunds with staff members from the Finance Office
Backup for evaluating and authorizing emergency loan applications
Application editing and related tasks, including data entry on the Ministry of Colleges & Universities (MCU) on-line computer system
Apply comprehensive job knowledge related to OSAP policies and procedures to ensure applications are complete and accurate
Back up for processing of out of province aid applying comprehensive job knowledge of other provinces’ program requirements
Back up for US funding programs
Assists with the administration and processing of Micro-credential applications
Financial Aid Counselling
Along with the Director and the Assistant Director, the Team Lead will provide individual financial aid counselling to students who request help in solving complex financial aid issues
Apply sound judgement and comprehensive job knowledge in determining an appropriate form of action for students’ individual circumstances. The incumbent will also provide information and assistance with the OSAP appeal process and with OSAP related bursary programs as necessary
Provide guidance and information to students about bursaries, scholarships, and emergency loans
Record Keeping and Reporting
Accountable for the maintenance of the Student Awards & Financial Aid filing system and archive documentation as required by MCU policies and procedures
Assist the Director and Assistant Director with all regulatory audits
Review and audit financial aid specialist work ongoing
Communication, Customer Service and Outreach
Provide backup to the Financial Aid team on phones and tier1/2 as needed
Leads a culture of exceptional customer service and ensures delivery of all information by Financial Aid team is clear and concise
Communicates with positive and professional tone in all situations and forms of communication
Provides ongoing updates to members of other departments such as the Centre, Systems, and Student Financial Services
Represents the University of Waterloo at various recruitment events
Present informative financial aid related sessions/presentation to prospective and current students, parents, and others with the Director
Qualifications:
Post-secondary education and/or equivalent work experience
3 years of experience in a front-facing service role, preferably in a post-secondary environment. A proven ability to provide exceptional front-line service in a fast-paced environment. Experience interpreting policy required
2-3 years’ experience with overseeing the work of staff, including proven ability and experience in training and supervising staff in a student service field, preferably in a post-secondary environment
2-3 years previous financial aid (OSAP) experience required, with increasing level of responsibility, considered an asset
Excellent interpersonal skills, tact, judgement, and diplomacy essential
Comprehensive knowledge of OSAP policies and procedures
Proven attention to detail
Ability to absorb large amounts of diverse information and details and then clearly and accurately condense and relay this information to multiple audiences
Demonstrated ability to handle confidential information with discretion
Proven ability to build consensus and foster teamwork among a variety of stakeholders
Strong student-service mindset
Ability to balance multiple priorities in a busy work environment
Ability to problem solve
Demonstrated leadership and ability to provide sound guidance to peers
Ability to seek out and identify areas for improvement in business processes, or issues or trends that need to be addressed, and then implement solutions
Excellent written and oral communication skills. Strong organizational skills coupled with the ability to handle multiple tasks and large volumes in a fast-paced environment characterized by changing priorities
Adaptable to the evolution of work caused by continuous systems development
Demonstrated ability to manage multiple projects involving shifting deadlines and priorities
Intermediate skill level using Microsoft Word and Excel
Intermediate skills level using QUEST (PeopleSoft Student Information System)
Regular working hours, some evening/weekend work may be required for campus events
Vaccination Requirement Statement:
Effective May 1, 2022, the University suspended its Vaccination Requirement. Prior to May 1, pursuant to this Requirement, all University employees were required to submit proof of full vaccination against COVID-19 (subject to the University’s obligations under the Human Rights Code to accommodate employees who were unable to receive a vaccination). The University’s Vaccination Requirement website can be found here: https://uwaterloo.ca/coronavirus/return/vaccination-requirement.
The pandemic is ongoing and public health advice continues to evolve. Accordingly, the University reserves the absolute right to reinstate the Vaccination Requirement on short notice, and upon such reinstatement you will be required to comply. You shall also be required to comply with any new health and safety policies/requirements implemented by the University from time to time, including new policies/requirements related to mandatory employee vaccination. As the University may need to reinstate the Requirement on short notice, it will continue to collect and maintain up-to-date information on employee vaccination status. Please submit your Covid-19 vaccine status (QR code) to: https://checkin.uwaterloo.ca/
Failure to comply with the Vaccination Requirement if it is reinstated, including failure to comply with any future amendments to the Vaccination Requirement, or failure to comply with new health and safety policies/requirements implemented by the University, including those related to new mandatory employee vaccination, shall result in discipline up to and including termination of employment.
The requirement to be vaccinated, if reinstated, will be subject to the duty to accommodate pursuant to the Human Rights Code. If you are unable to be vaccinated for reasons related to a ground protected under the Human Rights Code, you may submit a written request for accommodation with an explanation of the reasons and/or any supporting documentation. If you request accommodation, the University may follow up with you for further information if necessary.
Equity Statement:
The University of Waterloo is committed to implementing the Calls to Action framed by the Truth and Reconciliation Commission. We acknowledge that we live and work on the traditional territory of the Neutral, Anishinaabeg and Haudenosaunee peoples. The University of Waterloo is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River.
The University values the diverse and intersectional identities of its students, faculty, and staff. The University regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. The University of Waterloo seeks applicants who embrace our values of equity, anti-racism and inclusion. As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including applicants who identify as First Nations, Métis and/or Inuit/Inuk, Black, racialized, a person with a disability, women and/or 2SLGBTQ+.
All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.
The University of Waterloo is committed to accessibility for persons with disabilities. If you have any application, interview, or workplace accommodation requests, please contact Human Resources at hrhelp@uwaterloo.ca or 519-888-4567, ext. 45935.