Client Services Officer - Start Now

We are desiring to recruit an analytical Client Services Officer to join our energetic team at Conestoga College in Kitchener, ON.
Growing your career as a Full Time Client Services Officer is a fantastic opportunity to develop relevant skills.
If you are strong in presentation, attention to detail and have the right commitment for the job, then apply for the position of Client Services Officer at Conestoga College today!

Requisition Details

Job Title:Client Services Officer

Requisition #:23-590

Campus:Doon

Department:Client Services & Student Fees/

Payband:F

Starting Rate:$28.56

Payband Range:$28.56 - $33.11

Hours/Week:37.5

Posting Date:Thursday, July 27, 2023

Closing Date:Thursday, August 3, 2023 at 11:59 PM EST

Vacancy Type:Support Staff - Full-time Temporary Appendix D Contract

Support Staff Full-time Appendix D Contract Replacement Position (August 2023 – April 23, 2025)

(First consideration for Support Staff and Academic positions will be given to internal applicants in accordance with the respective Collective Agreements) 

The Client Services Officer is responsible for all aspects of front-line customer service within the Registrar’s Office, supporting student inquiries regarding fees, including fee payment questions, Ontario Student Assistance Program (OSAP), and other provincial government student aid programs and financial aid opportunities. The incumbent responds to a variety of inquiries and is responsible for conveying information regarding programs and services offered and administered through the Registrar’s Office, including informing on and, triaging to, all service areas including Fees, Records, Admissions, and Student Financial Services.

The Officer provides support regarding college-wide services, including International Education, Academic areas, Student Success, etc., as they connect with clients/students and ask questions, assess needs, and facilitate the appropriate college connections and referrals to support student's concerns and needs.

Successful candidates will be required to conduct work within Ontario and must be available to work on campus as required. It is anticipated that this position will meet the needs of the department through a hybrid work arrangement with 2-4 days on-site, and 1-3 days remote, based on a rotating schedule and varying based on operational needs.  

Responsibilities:

• Providing detailed and person-specific information on student fees, including refunds, invoices, remitting payments, OSAP policies and procedures, fees follow-up, etc.
• Providing front-line support regarding student registration, including reviewing fees, registration status, visa/study permit information accuracy, application status, Part-time studies, registration, credit transfer, etc.
• Processing fees for duplicate documents, applications to graduate, Certificates, and Affirmations
• Operating within the Laserfiche system to produce letters, including verifying student information in Student Information System (SIS)
• Upon request, authorizing documents to verify the status of students and graduates by reviewing SIS for relevant information, this includes collaboration with Admissions, Student Records, and International Education.
• Verifying Registered Education Savings Plan (RESP) and Canada Pension Plan (CPP) of enrolment and familiarity with current provincial/federal documentation
• GO Transit – Operating within GO system, daily, to provide education verifications to allow for student pass registration.
• Receiving and validating documents for international student status change and submitting to the Coordinator, Client Services and Student Fees
• Receiving and analyzing OSAP documentation and ensuring accuracy prior to uploading relevant information/documents to the OSAP/ Ministry portal
• Providing verification of education through third-party companies
• Upon request or upon receipt of in-person payment, reviewing and issuing Level 1 Confirmation Letters, in conjunction with the Fees and Finance Team
• Reviewing OSAP applications and assessments to advise students on applicable processes
• Verifying student full-time enrollment and processing
• Processing Reduced Deposit Requests for students in receipt of OSAP within Laserfiche
• Providing support and coverage for the Customer Care Representative team, regarding online chat facilitation by providing instant support to students
• Maintaining a working knowledge of college-wide services, website information and contacts, including International Education, Academic areas, Student Success, etc.
• Connecting with clients/students and asking leading questions to facilitate appropriate college connections and referrals to support student's concerns and needs
• Issuing confirmation of tuition letters to students and agents
• Providing support for processing refunds for all students, domestic and international, including assigning financial holdbacks, reviewing government issued via documentation, and assigning specific financial holdbacks

Qualifications:

• Two-year Diploma in Office Administration, Business, Social Sciences, or related field
• Two years of relevant practical experience in a customer service environment, preferably in an office or post-secondary setting
• Experience handling financial information (money and deposits) and working accurately with detail
• Intermediate skills using Microsoft Excel and comfortable in a computerized environment
• Demonstrated ability to work in stressful and demanding situations, multitasking to meet deadlines
• Ability to determine when flexibility can and should be exercised
• Excellent interpersonal, public relations and communication (written, verbal and listening) skills, with demonstrated use of diplomacy, tact, and conflict resolution skills
• Creative problem-solving skills to resolve a range of complex problems and develop and recommend solutions to address student needs and inquiries
• Strong interpersonal skills and intercultural awareness are essential to communicate and interact with a diverse student and client base, as well as the ability to disseminate information in a way that is concise and understandable
• Demonstrated empathy for different and complex financial situations
• Demonstrated ability to handle sensitive and confidential information
• Ability to interpret and explain complex policies and procedures
• Ability to organize workload and multi-task
• Must be able to work in a team environment as well as independently
• Ability to demonstrate patience, cultural sensitivity, and understanding when dealing with International students

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Conestoga College is a leader in polytechnic education. Our career-focused education, training, and applied research programs prepare students for success, support industry, and workforce needs and promote economic prosperity throughout our region and across Ontario.

We thank all applicants but only those selected for an interview will be contacted. Conestoga College is committed to workplace diversity and provides accommodations to applicants with disabilities throughout the hiring process. If you require accommodation, please contact Human Resources via the Contact page.

Benefits of working as a Client Services Officer in Kitchener, ON:

● Company offers great benefits
● Rapid Progression
● Competitive salary