Client Services Representative
Bow Valley College
Calgary, AB
The Office of the Registrar is looking for a Client Services Representative to join their dynamic team.

The Client Services Representative is responsible for providing registration and registrar support services for all new/continuing learners and departments. As the main point of contact for all learners, they are responsible for providing excellence in customer service to students and public both in person and over the phone.

Enrollment Services and Course Registrations - 50%

Responsible for all student and department inquires relating to course and online registrations. This Includes all career and foundational programing and including but not limited to specialized program registrations such as ; Dual Credit, CRX, Regional and Contract Course registrations, etc.
Provides assistance and guidance about online registration practices and guidelines to students and departments to help them affectively navigate through the online registration system.
Works with students to help diagnose issues and resolve all student registration questions and inquiries and works with other teams to help solve issues (i.e. to Help Desk or Student Advising)
Processes all Add/Drops, exceptions, withdrawals, special registration requests by either student and/or departments. Follows up with college contacts or students to communicate any issues and work with individuals to resolve the issue.
Effectively communicates registration related decisions to both students and departments (both positive and negative outcomes)
Knowledgeable in all college and student registration policies and procedures and is expected to clearly communicate policy information to a diverse and multicultural student population to ensure mutual understanding.
Works with department contacts and other staff members to resolve issues only referring complex cases and/or cases not defined by policy to Team Lead Client Services.

Customer Service and General Registrar Office Duties - 30%

Responsible for providing exceptional customer service and enrollment management support to both students and staff for the Office of the Registrar both in person and over the phone
Responsible for working in Call Centre and Front Counter by providing college and registration information to individuals and public.
Expected to use investigative and problem solving skills to determine issue/problem and to;
Understand problem/issue and
Resolve problem/issue or;
Communicate possible outcomes and work with other staff members (i.e. department contacts, Team Lead, etc.) appropriately to resolve complex issues.
Follow- up with students and staff to ensure problem has been resolved.
Additionally is responsible for other registrar related duties such as:
Issues Student ID Cards to all new and current students
Works within the SIS to process all student related requests and to ensure data accuracy and quickly identifies and works with appropriate staff members to resolve issues in a timely manner.
Collects and ensures all forms and requests are complete and accurate
Processes student records requests such as change of information (including by not limited to); requests for confirmation letters or as required to enhance the level of customer service to staff or students

Payments – 10%

Processes all student Tuition and fee payments.
Provides guidance and direction to students about payment information, deadlines and refunds, etc.
Responsible to solve resolve issues where appropriate and refer cases appropriately.
Responsible and accountable for processing a large number of financial transactions with detailed accuracy to ensure daily reconciliation of deposits.
Responsible for identifying any discrepancies and working with supervisor to reconcile balances.

Student Applications and Collecting Admissions Documents - 10%

Processes and imports all student applications (Paper and via APAS).
Responsible for accurately entering all student information from applications into the SIS.
Answers applicant questions about next steps for admissions purposes.
Collects admissions documents and transcripts for admissions.

Core Competencies

Building/Nurturing/Fostering Relationships & Organization-wide Perspective

Builds rapport to establish and maintain effective relationships with clients and stakeholders and gains their trust and respect.
Is open-minded when different perspectives are presented.

Models Agility

Is open to and adapts well to change and is not knocked off balance by the unexpected.
Communicates effectively with colleagues and others to support the implementation of change.

Organization Advocacy

Demonstrates commitment and support of the College in day-to-day interactions with stakeholders and clients.
Models a positive image to others both inside and outside the organization.

Critical Decision Making

Views situations from a broad perspective rather than just their own.
Anticipates multiple possible causes and consequences of events.

Open Communication/ Listening

Discusses with supervisor any potential upcoming challenges in their day to day work.
Maintains respectful, open communications with supervisors, co-workers and colleagues, in order to share both information.
Job Requirements
Minimum Qualifications

One or more years of relevant customer service experience working in a fast paced, high demand customer service environment
An equivalent combination of directly related education and experience may be considered


Previous call center and or payment processing experience
Superior written/verbal communication skills and ability to work with a diverse student population
Previous experience in working with payment processing systems
Excellent data entry skills
Intermediate Microsoft Office
Ability to work a variety of shifts to maintain service operations and availability to students

This is a full-time, project position until approximately June 30, 2019.

Please note all successful candidates will be required to provide government issued identification and proof of educational qualifications upon hire and may be required to provide an enhanced police information check.

Minimum Education Requirements
BVC CALGARY - CA (Primary)
Job Family
Registrar Services
FTE Per Individual (%)
Closing Date
Employment Status
46,320 - 59,508