The University of British Columbia
Note: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above.
Job End Date
Mar 1, 2023
Job Summary
The Enrolment Service Coordinator (ESC) is a Registrarial/Enrolment Services position which functions as both a service support generalist and specialist within various areas of Enrolment Services (ES). A visible Enrolment Services representative to ES stakeholders both internal and external to the University. The ESC works cross functionally to provide service support throughout the organization with the ability to be deployed into any ES subject matter area; and in doing so will develop student service excellence and subject matter expertise in areas of responsibility including: student recruitment, undergraduate admissions, organizational training and development, student financial support, registration, academic record support (grades, degree audit, exams). The ESC administers and supports a $10M sponsorship portfolio for both the Vancouver and Okanagan campus. Extremely strong administrative and relationship building skills are required to coordinate the intersection between students, sponsors (international, Aboriginal Bands and domestic) and campus stakeholder groups. The ESC will use this broad base knowledge and understanding in project assignments involving both internal and external stakeholders. The ESC will also provide general administrative support.
NOTE: this role supports the Student Direct Stream application process and candidates with experience in this area and/or international immigration administration would be an asset.
Organizational Status
The ESC reports directly to the Manager, Student Support & Advising (Enrolment Services) and may have functional accountability to other ES Managers. The ESC works closely with other ESCs; and works collaboratively with and in support of Enrolment Services Advisors (ESAs) and other staff across the ES organization. The ESC represents ES on teams, committees and working groups internal and external to ES.
Work Performed
General
- Supports ESAs with complex student files including investigating, analyzing and interpreting facts, policies, regulations, procedures; summarizing findings; and making recommendations.
- Attends meetings and consultations with ESAs and/or other ES managers where appropriate.
- Supports and provides recommendations on improving ES student service, systems and processes, tools and communication programs, such as those that would enhance the student and/or ESA understanding of tuition, fees, financial support and planning.
- Instructs and advises ESAs in the support of sponsored students. Administers, coordinates and oversees work flow and processes of the sponsorship billing program consisting of invoicing and collecting of $10M annually across the Vancouver and Okanagan campus. Communicates directly with students and sponsors, ensuring solid relationships are maintained. Makes independent decisions regarding lifting financial holds, removing/refunding fees and enforcing privacy policies.
- Directly supports ESAs, with understanding student and faculty needs to ensure service excellence. Organizes student and/or faculty focus groups including establishing participants, developing focus group questions, co-facilitating the session, and recording, analyzing and summarizing information for recommendations and presentation.
- Processes, analyzes and verifies various student records and documents such as review of assigned standing, campus work permit verification and reports, confirmation of enrolments, background checks and RESPS and Education verifications.
- Directly supports external stakeholder groups with understanding student and faculty needs to ensure service excellence. Organizes student and stakeholder communications, developing group sessions and co-facilitating presentations. Constructs and presents customized reports for various campus and external stakeholders.
- Compiles and sorts 35,000+ student information to support ongoing student assignments to ESAs. A sophisticated level of Excel knowledge is required (eg. Pivot tables, writing formulas) to ensure students are properly assigned to ESAs in accordance to recommended practice.
- Performs various transactions and updates in student information systems and financial systems, ensuring accuracy of data and correcting errors.
Research, Knowledge Management and Business Improvement
- Conducts research on industry standards and best practices in higher education. Presents findings to management team.
- Develops and interprets complex statistical and qualitative reports, and makes recommendations and presentations.
- Participates in identifying processes and systems that require improvement. Documents and maps current business processes, supports process analysis and measurement, and makes recommendations for process improvements.
- Reviews Departmental policies and procedures and provides input and recommendations for change.
- Updates and maintains the ES knowledge base and/or WIKI. Ensures the knowledge base remains relevant and up to date.
- Interprets University and Student Services publications, policies and procedures in order to make recommendations to resolve student problems or issues or to improve ES business processes. Applies knowledge of applicable legislation and external regulations in making decisions and recommendations as appropriate.
Prospective student and applicant support
- Reviews student documentation submitted to support application for admission, including verifying completeness and authenticity of documents and preparing electronic student file for review by Admission Advisors.
- Co-ordinates Broad Based Admissions (BBA) reading and administration including, organizing BBA training: scheduling participants and presenters, preparing and circulating materials, disseminating reading assignments and following up where required, and providing trouble shooting support to readers.
- Participates in activities and events directed to prospective and admitted students, including co presenting at event information booths.
- Provides key support with the planning and coordination of recruitment and yield events including, scheduling participants and presenters, booking venues, coordination of roles with faculty-based recruitment professionals, coordinating and tracking the inventory and shipment of recruitment materials across Canada.
- Triages prospective student e-mails, forwarding e-mails to the appropriate ESA or subject matter expert; and respond when appropriate.
Organizational Development/Training
- Participates in the design and development of training/workshop content, materials and presentations.
- Delivers presentations and co-facilitates training sessions as a subject matter expert.
- Provides operational support and coordinates with the recruitment of instructors and subject matter experts.
- Coordinates training and/or workshop set up including researching and booking learning space, developing and distributing promotional materials, managing participant registration, arranging payments.
Student Financial Support, Registration & Academic Record Support and Scheduling & Exam Support
- Coordinates various adjudication processes including preparing reports, files for consideration, making recommendations, recording decisions, and preparing files for appeal and/or audit.
- Distributes cheques to students and/or coordinates Direct Deposit process.
- Processes added credit and exchange credit, change of registration, change of grades, and reviews of assigned standing.
- Updates biographical (name, citizenship) information in the Student Information System.
- Processes FIPPA requests.
- Collects, organizes and sort data for purposes of award adjudication. Provides reports to ensure credit load minimums are maintained throughout the year.
- Performs various single and bulk assignments for student award assignments.
- Manages late UBC Advance reports, audits loan documentation and collects all financial documents required for compliance.
- Verifies student and enrolment/graduation status in accordance with applicable legislation and policy.
- Provides support during peak periods for exam and course scheduling including liaising with students, responding to student enquiries, arranging invigilators, preparing and distributing materials, facilitating exam and course schedule times.
General Administrative Support
- Develops, implements and maintains administrative procedures and systems, including filing and scanning various student record documents.
- Organizes events, including booking travel, rooms, meeting spaces, venues and catering, processing special occasion license applications, managing participant registration and arranging invoice payments.
- Performs daily transaction reconciliation.
- Ordering and maintaining office supplies and student required forms.
- Provides reception support.
Performs other duties as related to the qualifications and requirements of the job.
Consequence of Error/Judgement
Work performed by the ESC is essential to supporting the cohesion of student and non-student facing functions of the service model in Enrolment Services. ESCs are required to handle a variety of tasks which require sound judgment, accuracy and attention to detail. ESCs errors could compromise the reputation of Enrolment Services and the University s ability to provide an excellent student experience in addition to serious financial consequences if awards are miscalculated.
Supervision Received
Reporting to the Manager, Student Support & Advising (Enrolment Services), the incumbent will receive training, guidance and performance development to achieve specific goals and objectives. The ESC will also receive mentorship from ESAs, as well as other ES Managers to whom there is a functional accountability relationship. May work on assigned projects under minimal supervision.
Supervision Given
Required to orient, train, provide direction and/or supervise more than five (5) student employees, and additional volunteers each year. Fully participates in the hiring of staff and/or student employees.
Preferred Qualifications
- High School graduation and two-year post-secondary diploma and Bachelor’s Degree preferred. Four years of related experience, or an equivalent combination of education, training and experience. 4 years related experience or the equivalent combination of education and experience.
- Business acumen; experience in project accounting, auditing, and budgeting.
- Experience with Peoplesoft – FMS (UBC s Financial Management System) is preferred. Sophisticated knowledge of Excel and familiarity with a computerized accounting and/or procurement system. Previous experience with Student Information Systems and/or other database solutions is preferred.
- Preference will be given to a candidate who has experience working in immigration services and/or an international organization. Knowledge of Canadian immigration laws is useful.
- Excellent inter-cultural communication and engagement skills. Presentation skills required.
- Demonstrated ability to work in a high volume and high-pressure office environment with strict deadlines.
- Fluency in a second language such as Punjabi, French, Cantonese, or Mandarin is an asset.
- Training in student services, student affairs, or a related field. Experience in a service centered environment required, preferably within student services. Sound and current knowledge of best practices in enrolment or student services in at least one of the following areas preferred: student records, registration, student recruitment, admissions, sponsorship or student financial support.
- Must have the capacity and ability to develop broad base knowledge and understanding in multiple areas of the Registrarial profession. Ability to work flexibly and adapt to changing priorities as required.
- Ability to investigate, research and perform problem-based learning. Ability to problem solve and exercise sound judgment.
- Ability to work proactively, both independently and within a team environment. Must show initiative and the ability to effectively prioritize, multitask. and manage workflow while working under pressure to meet deadlines.
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