Student Services Representative

Job Category

Job Profile

Job Title

Department

Compensation Range

Posting End Date

Note: Applications will be accepted until 11:59 PM on the Posting End Date.

Job End Date

This is a full-time, term position of 5 months.

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.

Job Summary
UBC Extended Learning (ExL) brings UBC excellence in academics, teaching, and research to UBC communities through flexible, innovative, and accessible learning opportunities. ExL welcomes thousands of learners from all over the world annually and supports UBC faculties to create and deliver programming that meets the career and personal needs of UBC communities while strengthening UBC s contribution to society, industry, and government.

As a member of the ExL team, this position is responsible for providing a range of front-line assistance to prospective and current learners in ExL programs. The incumbent is responsible for coordinating and processing program inquiries, program applications, providing advising services, and supporting all recruitment activities of the unit. This position aids in the day-to-day work of the Student Services Representative team.

Until the Extended Learning administrative structure has been fully implemented, this position is in a state of evolution whereby duties may be added or removed as operational requirements are developed and refined. This position will require an individual who is comfortable in an atmosphere of ambiguity while systems and processes are being established.

Organizational Status
This position works as a member of the UBC Extended Learning (ExL) Administrative Team, and reports directly to the Associate Director, ExL. Collaborates with the Senior Program Assistants and Program Managers. This position works independently under minimal supervision.

Work Performed

1.Responds to in-person, written, telephone and email correspondence, providing information and guidance to prospective learners regarding prerequisites for ExL courses and programs. Information relayed requires extensive knowledge of all ExL programs and policies, as well as knowledge of other programs and services at UBC.

2. Incorporates a professional and customer service approach to each interaction with prospective and current learners.

3. Investigates and resolves complex inquiries, using judgement to refer to senior staff only the most complex issues for which no formal policy, procedure or precedence exists. Identifies emergency/critical situations and initiates an urgent response as required.

4. Monitors program enrolment counts to achieve optimum registration numbers. Manages waitlists for programs.

5. Liaises with program staff to reconcile learners in class with paid learners. Follows up on outstanding applications, learner issues, missing registration information and outstanding accommodation services information.

6. Reviews incoming applications for completeness and accuracy; corresponds with applicants on status of application and follows up on missing documentation. Updates acceptance letters and correspondence when required. Advises learners on course or program selection and assists them as they complete their application/registration. Resolves difficulties with the University s web-based information services as required.

7. Ensures that learners are notified of course changes or cancellations; processes refunds in a timely manner.

8. Ensures daily payment are reported and reconciled. Follows up on outstanding payments.

9. Calculates course and accommodation fees required for local and international learners. Follows up to ensure all fee are collected before start of program.

10. Communicates information accurately while adhering to Freedom of Information and Privacy regulations.

11. Updates key documents for upcoming programs, including, but not limited to, letters of acceptance, confirmations of registration, email templates and receipts.

12. Exercises good judgement, works sensitively with individual circumstances and communicates accurately and empathetically with a highly diverse population. Works effectively and respectfully with non-native speakers of English.

13. Maintains familiarity with other areas of the university, such as Enrolment Services and Access and Diversity, in order to respond and appropriately redirect routine inquiries about other UBC services and offerings.

14. Creates, tracks, and sends program correspondence: welcome letters, acceptance and completion letters, graduation certificates. Collects final class lists and inputs grades and attendance into the appropriate databases.

15. Creates new sections in the Student Registration System (SRS), publishes sections, and ensures that the web site is displaying the correct information.

16. Accesses the Student Information Service Centre (SISC) to gather and compile student information and send emails; may access Faculty Service Centre (FSC) to print class lists or email classes.

17. Provides learners with access to online courses via the online learning management system.

18. Corresponds with and supports instructors in the preparation of classes.

19. Distributes assessments and evaluations as required.

20. Distributes promotional materials as required. Updates email unsubscribes in the student record system and maintains mailing lists.

Other Duties

1. Maintains and updates a procedures manual for the position

2. Provides support to colleagues during absences

3. Performs other duties as required


Consequence of Error/Judgement
Decision-making is based on a thorough knowledge of policies and procedures of the University and Extended Learning. Consequence of error is high and poor decisions, judgment or errors would adversely impact learners. Delays in responding to inquiries may results in the loss of registrations. This in turn would jeopardize the reputation and the financial well-being of Extended Learning and the University. This position requires very careful attend to details and adhere to deadlines. Meticulous planning, a high degree of organization and excellent time management skills are required. Interaction with applicants, learners, alumni and UBC faculty and staff is largely unsupervised, and tack and professionalism are required at all times. A nonprofessional demeanor, poor level of service or misinformation may damage the UBC reputation and may results in fewer applicants to our programs.

Supervision Received
This position reports directly to the Associate Director, Extended Learning.

Supervision Given
Oversees work of temporary personnel or student workers.

Minimum Qualifications
High School graduation, plus two-year post-secondary diploma, plus four years of related experience, or an equivalent combination of education and experience.

- Willingness to respect diverse perspectives, including perspectives in conflict with one's own
- Demonstrates a commitment to enhancing one's own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications

High School graduation and two-year post-secondary diploma and 4 years related experience or the equivalent combination of education and experience.

Administrative experience preferred. Strong customer service orientation.

Effective oral and written communication, interpersonal and organizational skills.

Ability to exercise good judgement, tact and discretion.

Ability to work both independently and within a team environment.

Experience working in a fast-paced environment.

Ability to effectively manage multiple tasks and priorities.

Ability to work in an entrepreneurial environment.

Ability to work respectfully across cultural differences.

Ability to exercise sound judgment.

Ability to analyze problems, identify key information and issues, and effectively resolve.

Ability to compose complex correspondence and prepare reports in clear concise business English, and to draft complex correspondence for signature.

Ability to deal with a diversity of people in a calm, courteous, and effective manner.

Ability to obtain and disseminate information effectively and tactfully with individuals from all levels of the University and the external community.

Ability to prioritize and work effectively under pressure to meet deadlines.

Experience with records management is an asset.

Ability to work outside of regular hours as required.

Ability to operate a normal range of standard office equipment.

Ability to effectively use MS Office at an intermediate level e.g., Outlook, Word, Excel, PowerPoint. Ability to use registrations systems such as Student Registration System SRS, SISC preferred. Knowledge of various types of audio-visual equipment and the ability to set them up.

Ability to make thoughtful, informed, and thorough decisions.

Ability to determine the nature and urgency of inquiries and issues, and triage appropriately.