Reception and Examination Centre Registrar - Jobs in Vancouver, BC

Job Description

Staff - UnionJob CategoryCUPE 2950Job ProfileCUPE 2950 Salaried - Student Info Support 3 (Gr5)Job TitleReception and Examination Centre RegistrarDepartmentStudents Course Specialist | Real Estate Diploma Certificate and Degree Program | UBC Sauder School of BusinessCompensation Range$3,762.00 - $3,955.00 CAD MonthlyPosting End DateJune 8, 2021Note: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above.Job End DateJan 6, 2023This is an 18 months, full-time, maternity leave replacement.Job Description SummaryThis position is the first point of contact for the Licensing Education group at the Real Estate Division, and also performs registration and administrative duties for the onsite Computerized Examination Centre (CEC). The position is responsible for providing comprehensive program information and advice to prospective students and for the CEC registration, scheduling, invigilating and grading processes, and for defusing sometimes tense situations with sometimes difficult or challenging individuals.The position is also responsible for processing receipts for student payments, reconciling and resolving discrepancies with any financial receipts, maintenance of student data and files, monitoring related communications on the program s web site and assisting with general day-to-day program administration. May conduct over-the-counter sales and deal with various office functions such as coordination of office repairs and health and safety monitoring.Organizational StatusReports to the Director or Associate Director: Licensing Education Programs, or to a designated Manager of Examinations. Formally trains new staff on work procedures, and oversees work of temporary staff. This position works closely with both the Licensing Course Representatives and also with the Examinations Coordinator.Work PerformedStudent Services:Collects applicants qualifications and eligibility information for the Real Estate Council of British Columbia s and the Financial Institution Commission of British Columbia s Licensing programs. Assists with individual circumstances and provides guidance and direction to these admission inquiries from students based on a thorough knowledge of admission policies and procedures and sections of the Real Estate Services Act and Mortgage Brokers Act. Composes written correspondence.Assists the Course Representatives and other staff with the student registration process by gathering information from applicants, advising on course and statutory regulations and required documents and fees;Supports student registration for courses and exams by interpreting and providing guidance on all aspects of the Real Estate Division s unique integrated customer relationship management (CRM) and learning management (LMS) system s registration process. Determines students eligibility for exam registration and notifies students of any eligibility or scheduling issues. Investigates and resolves exam registration problems.Responsibilities require keeping apprised of changes to policies and procedures related to scheduling, registration, student records, program requirements, and all Real Estate Division exam operations as well as changes taking place at the Real Estate Council of British Columbia, the Financial Institution Commission of British Columbia, the general university community, and amendments to the Real Estate Services Act and the Mortgage Brokers Act. Acts as a resource person for students and staff. Must have detailed knowledge of Disability Resource Centre procedures and will have a working relationship with Disability Resource Centre staff.Collects registration fees and processes receipts, and follows-up with students in arrears; assists with documenting, reconciling and resolving discrepancies with course financial receipts;Performs other duties related to the qualifications and requirements of the position, as requested, and when required, including acting as backup for other staff members.Computer Examination Centre:Determines applicant s eligibility for Real Estate Council of British Columbia and the Financial Institution Commission of British Columbia s Licensing examinations. Reviews individual circumstances and provides guidance and direction to these registration inquiries based on a thorough knowledge of policies and procedures and sections of Real Estate Services Act and Mortgage Brokers Act. Composes written correspondence.Ensures CEC students show appropriate picture ID, Exam Admission Ticket and sign in at the CEC.Receives information regarding formal complaints and collects information to discuss with the Associate Director, Licensing Education or the Manager of Examinations.Reviews CEC registrations and student files to ensure that the requirements set out in the Regulations of the Real Estate Services Act and Mortgage Brokers Act are met and students are eligible for CEC examinations.Schedules all eligible CEC examination candidates on available dates and contacts students whose choices are not available.Ensures that all CEC examination candidates are sent an appropriate email/notice with information regarding date, time, location and regulations governing examination procedures.Monitors CEC exams in progress to ensure no cheating and to assist students who have questions.Ensures all CEC exams have ended properly and results are produced.Separates any hard copy exam contents into appropriate groupings and sends to markers for marking purposes.Prepares CEC Licensing exam results and Exam Admission Tickets for submission to the Real Estate Council and Financial Institutions Commission of BC.Compiles and sends exam grade results to students.Schedules, delivers and picks up examinations that take place at the Access and Diversity office for students with disabilities who have been provided academic accommodations.Represents the Sauder School of Business Real Estate Division at scheduled Licensing examinations in the Lower Mainland. Responsible for registration and invigilation at security sensitive high-stakes examinations based on a thorough knowledge of examination policies and procedures.Creates monthly exam attendance and statistical reports, as required.Handles CEC requests for post examination reviews and exam remarking requests; rechecks accuracy of initial grades; forwards examination to internal and/or external academic staff for review of grades; ensures post examination review is produced and sent to student.General and Additional Duties:Monitors internal administrative procedures for efficiency and effectiveness making recommendations for process changes where necessary; creates and designs internal reports and makes recommendations to Director or Associate Director for changes in order to improve service.Monitors students course and exam selection to ensure program requirements are being fulfilled using knowledge of the Real Estate Council of British Columbia s and Financial Institutions Commission of British Columbia s Licensing and Registration requirements, including inter-provincial and cross-licensing recognition.Knowledgeable about customer service principles and provides service that is excellent, efficient and accessible. Deals with and defuses customer anger and frustration in emotionally charged circumstances. Receives customer service complaints and resolves complaints or negotiates with senior staff in other areas to remedy the situation when complaints are provoked by service failure.Liaises with Sauder School administrative units and acts as the Real Estate Division s customer service representative and floor warden, providing environmental and health and safety reports, as required.Monitors the program s general voice mail and e-mail inboxes and answers or directs inquiries appropriately and in a timely and professional manner.Monitors the program s web site and other external communications for accuracy and potential communication issues, and provides suggestions for content and/or procedural improvements related to external communicationsEnsures that CEC supplies, such as workbooks, are reordered when necessary, and generally performs shipping and receiving in support of the Shipping Clerk, as required.Collects and receipts registration, retail purchase, and various course fees from students.Enters student data on the RED Foxpro student database and maintains student files.Assists with training and support for new or temporary staffOther duties as required which are within the incumbent s qualifications and job classification.Interruptions are an expected part of the work, and re-prioritization and rescheduling is required for work completion. Located at the Real Estate Division, Business Division, Room 247 of the Henry Angus Building.Consequence of Error/JudgementThe Computer Examination Centre provides high-stakes examination services to multiple third-party clients. Any registration or invigilation error has severe negative impacts with significant financial results for the programs. Security of information and strict adherence to guidelines and procedures is imperative, but customer service requirements demand some judgment in responding to unusual circumstances (for example, witnessing unusual behaviour indicating possible examination irregularities or identification fraud). This position is expected to exercise initiative and judgment in establishing priorities, carrying tasks through to completion, and recommending appropriate systems or procedural changes to maximize efficiency, security and customer service. This position is a crucial component of the administration of the programs and requires tact and discretion in dealing with client s inquiries and requests. It sets the initial tone and first impression of the student s educational experience in the program and in so doing it upholds the integrity and validity of the licensing examination process.Supervision ReceivedReceives general instructions during orientation and on subsequent new projects or upon changes in procedures. Works independently under general supervision.Supervision GivenFormally trains new staff on work procedures and oversees work of temporary employees.Preferred QualificationsHigh School graduation and 1 year post-secondary education and3 years of related experience or the equivalent combination of education and experience.Computer experience required in general business software (eg., Word, Excel, PowerPoint, Outlook and Fox Pro preferred).Knowledge of UBC administrative systems is preferred. Knowledge of the various real estate licensing bodies and professional organizations entrance and accreditation requirements is an asset. Effective oral and written communication, interpersonal and organizational skills. Ability to use word processing, spreadsheet, database and electronic mail applications at an intermediate level and to operate a normal range of office equipment. Ability to prioritize work, multi-task and meet deadlines. Ability to maintain accuracy and attention to detail and to exercise tact and discretion. Ability to apply policies and procedures in a variety of circumstances. Ability to work independently and in a team environment.