Enrolment Services Representative Jobs

About Durham College
Durham College (DC) is leading the way as a post-secondary institution, offering an innovative and transformative student experience and hands-on learning opportunities. With this focus top of mind for our students and our employees, DC is proud to be one of the fastest-growing colleges in the province and annually ranked as one of the GTA’s Top 100 employers.
The college offers a wide range of market-driven programs across multiple disciplines, including culinary management, farming and horticulture, business, IT, construction and trades, science and technology, health care, engineering, social and community services, justice, media, art and design.
With a focus on experiential learning, DC graduates are known for having the skills and knowledge employers need. More than 104,000 alumni represent the college, both locally and around the world.
Serving the Durham Region and Northumberland County communities for over 50 years, with campuses in Oshawa and Whitby, the college offers over 12,500 full-time post-secondary and apprenticeship students access to more than 145 full-time post-secondary programs – including four honours bachelor degrees and nine apprenticeship programs. Led by over 1,860 full- and part-time staff, DC has an estimated annual economic impact of more than $913 million on Durham Region
Duties And Responsibilities
The incumbent serves as an Enrolment Service Representative (ESR’s) and the first point of contact to a variety of client groups through our four service channels: in-person, phone, email and livechat.. The incumbent is a facilitator of student needs, examining and determining the correct course of action to be taken by the client.
The incumbent will be responsible for performing transactions such as answering inquiries, performing registrations, processing payments, updating student records, verifying student enrolment, grades and records; distributing documents requiring validation and accepting various forms and associated documents. Once paperwork is completed the ESR’s will scan and index documents for the BDMS permanent student record.
The incumbent is responsible for the administration, interpretation and communication of college policies and procedures.
ESR’s may also assist the Office of the Registrar during non-peak periods with admissions or event mailings and a variety of other office work. These may include but are not limited to batch registrations, making outbound calls and taking inbound calls or other duties as assigned. The incumbent will be familiar with the service metrics of the various departments located in the SSB, properly utilize the Electronic Queue Management system (Qnomy) and take appropriate action to ensure that service levels are maintained. The incumbent will facilitate student use of self-service applications as required. The incumbent will maintain current resources, including paper based (drop off and pick up) and web based, and track what resources are being used and requested.
ESR’s are also responsible for participating in all Registrar Office events including Convocation and Open House activities and other opportunities to share ES knowledge such asPREP 1000, orientation opportunities or meetings as assigned.
Answering information inquiries and act as a facilitator of student needs by:

• Providing student with an appropriate course of action and timelines
• Administering and advising students regarding the application and interpretation of college policies
• Ensuring timely and accurate information is provided upon request and communicated in an efficient, professional and customer/student focused manner by phone, in person, email LiveChat or a combination of responses
• Examining and determining student needs
• General knowledge of the following areas: academics including post-secondary, academic upgrading and Continuing Education courses, Financial Aid and Awards, Records and Registration, Admission and Recruitment and Collections/AP, Diversity and Inclusion, and the International office

Providing Administrative Services By

• Accepting application forms and associated documents (i.e. credit and debit)
• Performing registration transactions (i.e. verifications, account summaries, subject credit applications)
• Appropriate referrals to other areas as needed (eg International Education, Student Accounts, Faculty Offices, Financial Aid, ASC or Wellness Centre)
• Providing information regarding courses/programs
• Verifying and updating student records (eg. Return tofull-time studies, semester or program transfer, add/drop outside of registration timelines))
• Processing all documentation pertaining to registration, fee payments, course and program changes (within deadlines), withdrawals, refunds and loan distribution

Processing Payments By

• Reconciling deposit to daily cashier report
• Applying all methods of payment to student accounts (i.e. cash, credit, debit)

Perform Typical Front Line Reception Duties Such As

• Directing them to faculties, departments and services located in other Campus locations, as required.
• Directing or referring clients to services located in the SSB based on their needs.
• Greeting clients, appropriately and professionally

Act as a representative of the Office of the Registrar by:

• Communicating with faculty divisions and other service areas to improve interdepartmental lines of communication and understanding of business processes
• Participating at information or process oriented meetings (i.e. Continuing Education, academic schools, Student Affairs, student program or orientations)

Other Duties As Assigned

• Events – participate or by assisting where needed during Convocation, Open House, etc.
• Project work or analysis requests (e.g. late fees, student accounts review etc.)

Qualifications

• A minimum of three years practical experience working in a high-volume customer service environment.
• Must be able to work well both independently and as part of a team.
• Must be adaptable, flexible and possess innovative problem-solving skills.
• Must be self-directed and motivated, with both excellent written and verbal communication skills.
• Strong organizational and time management skills in planning, executing and completing tasks
• Excellent customer service skills with a strong commitment to provide consistent high quality service.
• Work experience within an education environment using a computerized student information system is preferred.
• Able to work well under pressure, with constant interruptions in a busy and high-volume environment
• A minimum of a two-year diploma in Business Administration.
• Must be proficient in the use of Banner as well as MS Office Suite including Word and Excel.

Required Skills
Hourly Rate: $26.47 Four Year Rate: $30.69
Required Experience
Hours: 35 hours per week (1) one hour lunch; Mon – Fri (8:30 am – 4:30 pm)
Please apply below by submitting your cover letter and resume to the online portal. Job Competition closes on May 2, 2023. Competition number SS23-51.