Client Services Advisor - Jobs in Toronto, ON

Job Description

Date Posted: 09/01/2022Req ID: 27121Faculty/Division: Vice-Provost, StudentsDepartment: Strategic Enrolment ManagementCampus: St. George (Downtown Toronto)Position Number: 00043591Description:About us:The Client Services unit supports the admissions, financial aid and awards operations of Strategic Enrolment Management. Client Services has 3 main areas of operations itself: in-person enquiry, telephone enquiry – including a dedicated, student staffed, admissions Call Centre – 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 supervision of the Assistant Registrar, Client Services, the Client Services Advisor works in the Call Centre responding to inbound enquires related to admissions, 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 Service Coordinator, Client Services. The incumbent acts as a resource to casual staff in the Call Center by shadowingand demonstrating Call Center duties as part of the training, providing day-to-day on-site support. S/he responds to complaints escalated from the call center staff, and assesses if the complaint should be escalated to the supervisor.The incumbent provides administrative support to the admission application process by reviewing applications submitted to determine completeness; updates the status of applications in the admissions system and in the applicant portal. 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 firstpoint of contact for general enquiries
• Providing detailed information on processes, policies, and procedures
• Providing detailed information regarding financial aid issues and financial awards
• Providing detailed information regarding admission requirements to prospective students and applicants
• Responding to enquiries within the defined scope of the role and redirecting as appropriate
• Troubleshooting and resolving routine issues
• Updating and maintaining database records
• Serving as a resource to others by providing (non-supervisory) administrative guidance

Essential Qualifications:

• Bachelors Degree or acceptable combination of equivalent experience.
• Minimum of two (2) years’ experience providing detailed explanation of policies and procedures related to admissions in a post-secondary educational institution
• Experience applying admissions policies, having a strong understanding of undergraduate and second entry programs
• Excellent 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 clients
• Familiarity with the university’s student information systems or with a comparable system
• Advanced computer skills must include word processing, creating and manipulating spreadsheets, navigating multiple websites and systems concurrently
• Excellent oral and written communication skills, interpersonal skills and organizational skills
• Ability to adapt to new procedures and changing conditions quickly and accurately, must be able to use independent judgment and discretion when responding toenquiries
• Ability to maintain composure under pressure

Assets (Nonessential):

• Experience working with education systems worldwide is an asset
• Experience with document management systems an asset

To be successful in this role you will be:

• Adaptable
• Approachable
• Communicator
• Multi-tasker
• Problem solver
• Team player

NOTE: There are 7 openings available.Closing Date: 09/13/2022, 11:59PM ETEmployee Group: USWAppointment Type: Budget - ContinuingSchedule: Full-TimePay Scale Group & Hiring Zone:USW Pay Band 09 - $60,006 with an annual step progression to a maximum of $76,739. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.Job Category: Administrative / ManagerialRecruiter: Blythe CampbellLived Experience StatementCandidates 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.Quick Apply

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