The Enrolment Services Officer provides information and customer service relating to prospective and current students, programs, policies, applications, admission, transfer credit, registration, records, general advising, and related activities through inbound and outbound contacts via multiple contact channels for TRU students seeking Campus and Open Learning programs and courses. This position is often the first point of contact in Enrolment Services and contributes to a strong, positive student experience by creatively responding to and resolving student issues, either through initial contact or working collaboratively with other TRU colleagues. This position works closely with, and has regular contact with, all areas and many levels of the institution.
MAJOR DUTIES & RESPONSIBILITIES
- Responds to and resolves telephone, email, web, in-person and other service channel requests from prospective and current students, parents/sponsors, faculty and internal staff. May vet inquiries and direct them appropriately to colleagues for specialist or lengthy care, if needed.
- Provides detailed program, policy, application, admissions, transfer credit, registration, and general advising information, and is empowered to assess and resolve the needs of incoming prospective and current students.
- Develops, plans and implements student service, information, admissions, registration and general advising activities.
- Coordinates with other staff in order to ensure any necessary follow-up tasks relating to student inquiries are completed.
- Researches learning pathways and opportunities and assists students with application, admission and course registration processes.
- Represents TRU at promotional events.
- Provides feedback and contributes to process and systems improvements in an ongoing manner through appropriate channels.
- Contributes to training of new staff and shows colleagues how to perform work related to this position.
- Participates in pro-active outreach relating to student recruitment, yield and retention efforts including outbound calls and emails to prospective students, applicants and current students, completing related administrative actions.
- Creates individual and group goals; participates in assessment, development and improvement activities on an ongoing basis.
- Incumbents may specialize in service relating to Campus or Open Learning enrolment specifically.
REPORTS TO
Appropriate Associate Registrar or designate, depending on assigned service venue (Campus or Open Learning)
