Casual Enrolment Services Representative Full-time Job

*Please note that applicants must submit their application by the evening before the closing date mentioned above. The posting closes at 12:01am on the morning of the closing date***

As the first point of contact, the Enrolment Services Representative (ESR) position is an essential resource to College stakeholders and to students before and throughout their tenure at Algonquin College.

Reporting to the Manager, Enrolment Support Services the ESR provides information and assistance through multiple mediums to prospective students, current students, and alumni seeking information and/or assistance with services offered by the College in general and specifically the Registrar’s Office. In carrying out these responsibilities the incumbent collaborates with multiple departments throughout the College.  They make time sensitive decisions, performs a wide variety of financial aid record keeping, academic and finance related tasks. 

Additionally, the position provides information and administrative services related to registration, admissions, specific College related activities, and general College information. The primary goal is to provide, as much as information possible; a one-stop service to attract, enrol and retain students. The ESR is responsible for providing training support to all new full and part-time staff. As the first point of contact the ESR is responsible to set a positive, professional tone in all student interactions, ensuring the Algonquin College experience is held to the highest possible standard. 

Due to the level of confidentiality and the sensitive nature pertaining to much of the information handled, the ESR must have extensive knowledge and experience, and adhere to rules and regulations within the Freedom of Information and Protection of Privacy Act. Using the AC Way, the ESR’s are responsible for identifying process improvements and helping to streamline processes to maximize efficiency.

Duties and Responsibilities:

Enrolment Services

Performs Duties Associate with Admissions and Registration

• Provides information to inquiries regarding OSAP, financial aid, admissions, student accounts, registration and records, timetables, program progression, and graduation;

• Assists students with navigating online self-service tools (ACSIS, OCAS, CRM/Web forms);

• Provides program availability, eligibility and program-specific admissions and prerequisite requirements;

• Communicates tuition and ancillary fee structure, policies and payment deadlines; produces customized documents related to all of the above;

• Assists with College events such as convocation, orientation activities, student service fairs, etc.;

• This role is the first point of contact for most escalated inquiries including but not limited to students, parents, staff, stakeholders, and community members and must respond to these escalations, solve the issue, or redirect accordingly;

• Completes registrations, withdrawals, and document processing for specialty registrations including but not limited to sponsored students, Military students, part-time and bridging course students, contract students;

• Receives and processes all part-time course registrations, tuition payments; actions course and section transfers;

• Supports the Domestic and International Admissions teams by communicating and monitoring program waitlists and triaging all communications sent to admissions@ email account;

• Responsible for processing changes to student’s status in Canada on profiles as it relates to full-time applications. Clarifies information for international applicants. Requires knowledge of Canadian status documents;

• Using in-depth sub ledger analysis, requests and actions course and program refunds;

• Assists with failed online registrations and payments caused by system integration failures.

Performs Duties related to Financial Aid and Student Awards

• Confirms receipt of OSAP funding through Ministry of Colleges and Universities (MCU) portal;

• Assists with OSAP and other financial aid applications and documents; screens and amends documents as required; supports/assists student navigation of Ministry portal (Onekey);

• Reviews OSAP information, documentation and applications; verifies data accuracy and completeness. Advises student on any necessary changes required;

• Informs students of all available financial assistance programs;

• Processes and confirms enrolments related to continuation of interest free status forms;

• Processes Part-Time OSAP course registrations;

• Resolves problems related to financial aid program; triages and refers to Financial Aid Officer when required;

• Performs necessary data entry on the Student Information System (SIS) and MCU systems, for example updating application information; advises and provides information related to income data in the application document;

• Resets OAN passwords.

Other Financial/ Fees Related Duties

• Analyses student sub ledger and determines account balances, outstanding tuition fees and encumbrances;

• Processes fee deferrals;

• Applies bursaries and awards to the student sub ledger;

•  Balances and reconciles individual daily transactions; prepares daily deposit.

Other Administrative Duties Related to Enrolment

• Creates, maintains and updates student records and student profiles;

• Maintains knowledge of and explains information to students and stakeholders regarding College policies, practices and procedures;

• Answers student inquiries related to admissions requirements, transfer of credits, pathways, bridging and contact course registrations;

• Enters grades into student information system;

• Resets systems passwords;

• Drafts letters for students and other third-party requestors;

• Assists students with various applications or form completion;

• Processes documents and uploads to Laserfiche;

• Identifies and communicates opportunities for process improvement.

Production of Official Transcripts/ and Letters of Support for Student Records for Students and Third Parties

• Logs, verifies and processes transcript requests to be transmitted to third parties;

• Investigates, researches and provides student record information (transcripts, other relevant records, program of study, date of graduation, etc.) to third parties.

Tuition and Non-student Fee Payments

• Processes all payments received in Registrar’s Office, including but not limited to Ontario Student Assistance Program (loan/grant) payments, wire transfers (bill payments), credit card payments, fly wire (international payment portal), cheques, money orders, certified cheques and sponsorship payments;

• Review tuition deposit exception requests through email and over phone and approves or deny in compliance with policy;

• Works closely with Finance to problem solve issues related to payment error, refunds and financial encumbrances.

New Employee Training

• Demonstrates correct methodologies, processes and procedures for new full-time and part-time staff including but not limited to training on payment processing;

• Supports onboarding of new colleagues, reinforcing Training Specialist training and answers questions on process and policy.

Other related duties as assigned.

Required Qualifications:

• Minimum of two (2) year (preferably in the Diploma in Office Administration, Business Administration, Public Administration or equivalent);

• Minimum of three (3) years' experience in a high demand customer service setting; student service setting preferred.

Anticipated Schedule:

Up to 24 hours per week Monday to Friday as required

*This position is paid at Payband F - Comparator

* Vacancies are for P17852, P20178, P20179, and P20180

This position requires regular on-site work at Algonquin College’s Woodroffe (Ottawa) Campus