Date Posted: 12/04/2024Req ID: 40959Faculty/Division: Office of the Vice-Provost, Strategic Enrolment ManagementDepartment: Enrolment ServicesCampus: St. George (Downtown Toronto)Position Number: 00051900Description:About us:The Client Services unit supports the admissions, financial aid, and awards operations of the University Registrar's Office in Strategic Enrolment Management. Client Services has 3 main areas of operations itself: in-person enquiry, telephone enquiry, and email enquiry. The enquiry functions provide the first point of contact for many clients (e.g. prospective applicants, applicants, teachers and parents) – as well as for current students and internal university staff seeking information about all aspects of undergraduate admissions and general information regarding financial aid and student awards.Your opportunity:Under the management of the Assistant Registrar, Client Services, the Client Services Advisor responds to inbound enquiries related to financial aid and awards by telephone and email. The incumbent provides detailed explanation on published guidelines, and explains policies, processes and procedures, referring non-standard, difficult, or complex queries directly to the Client Services Coordinators. The incumbent provides administrative support to the financial aid and awards process by reviewing applications submitted to determine completeness and updating systems and databases. The incumbent also supports other Strategic Enrolment Management activities through attendance at the Universities Fair and designated on-campus University Open Houses, as required.Your responsibilities will include:Acting as the first point of contact for general enquiriesProviding detailed information on processes, policies, and proceduresProviding detailed information regarding financial aid issues and financial awardsResponding to enquiries within the defined scope of the role and redirecting as appropriateTroubleshooting and resolving routine issuesUpdating and maintaining database recordsServing as a resource to others by providing (non-supervisory) administrative guidanceEssential Qualifications:Bachelor's Degree or acceptable combination of equivalent experienceMinimum of two (2) years' experience providing detailed explanation of policies and procedures related to financial aid and awards in a post-secondary educational institutionExperience applying financial aid policies, having a strong understanding of undergraduate and second entry programsExcellent customer service skills with an orientation around tact and diplomacy in dealing with students and staff, with a diverse applicant population and, at times, upset or irate clientsFamiliarity with the university's student information systems or with a comparable systemAdvanced computer skills must include word processing, creating and manipulating spreadsheets, navigating multiple websites and systems concurrentlyExcellent oral and written communication skills, interpersonal skills and organizational skillsAbility to adapt to new procedures and changing conditions quickly and accurately, must be able to use independent judgment and discretion when responding to enquiriesAbility to maintain composure under pressureAssets (Nonessential):Experience working with education systems worldwide is an assetExperience with document management systems is an assetTo be successful in this role you will be:AdaptableApproachableMulti-taskerTeam playerClosing Date: 12/18/2024, 11:59PM ETEmployee Group: USWAppointment Type: Budget - Term; This is an approximately 15 month term position.Schedule: Full-TimePay Scale Group & Hiring Zone: USW Pay Band 09 -- $66,715. with an annual step progression to a maximum of $85,319. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.Job Category: Administrative / ManagerialRecruiter: Fiona ChanLived Experience Statement:Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position.All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.Diversity Statement:The University of Toronto embraces Diversity and is building a culture of belonging that increases our capacity to effectively address and serve the interests of our global community. We strongly encourage applications from Indigenous Peoples, Black and racialized persons, women, persons with disabilities, and people of diverse sexual and gender identities. We value applicants who have demonstrated a commitment to equity, diversity and inclusion and recognize that diverse perspectives, experiences, and expertise are essential to strengthening our academic mission.Accessibility Statement:The University strives to be an equitable and inclusive community, and proactively seeks to increase diversity among its community members. Our values regarding equity and diversity are linked with our unwavering commitment to excellence in the pursuit of our academic mission. The University is committed to the principles of the Accessibility for Ontarians with Disabilities Act (AODA). As such, we strive to make our recruitment, assessment and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities. If you require any accommodations at any point during the application and hiring process, please contact ******.
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