Date Posted: 09/23/2022
Req ID: 27496
Faculty/Division: Vice-Provost, Students
Department: Strategic Enrolment Management
Campus: St. George (Downtown Toronto)
Position Number: 00010303
The Client Services unit supports the admissions, financial aid & awards, student accounts, and operations of Enrolment Services. Client Services has 3 main areas of operations itself: in-person enquiry, telephone enquiry - including a dedicated, student-staffed, admissions Call Centre – and email enquiry. The enquiry functions provide the first point of contact for many clients (e.g. prospective applicants, applicants, teachers and parents) – as well as for current students and internal university staff seeking information about all aspects of undergraduate admissions and general information regarding financial aid and student accounts & awards.
The Student Accounts Advisor is a member of the Student Accounts front line service team. The Student Accounts Advisor is responsible for providing timely, courteous and professional service to students, parents, departmental staff and the general public by responding to a wide range of student financial and administrative inquiries, complaints, and requests for information, assistance and advice. This includes working in a high volume processing environment and requires clear communication of student accounts receivable and payable transactions in relation to registration fees; residence fees; financial aid, scholarship and awards disbursement; and tax receipting procedures and the related interdepartmental policies and procedures for fees assessed for registration in programs of study at the University and affiliated institutions.
The Student Accounts Advisor will respond to, in person, telephone and written inquiries, and is also responsible for investigating and correcting student account-related discrepancies and problems which may result in recording transactions on ROSI, FI-CA or FIS. Problems that require resolution and advice include: fee billing or payment, award or credit balance disbursement, or tax receipt errors or delays; lost or misdirected payments, invoices or tax receipts; and interdepartmental processing errors or delays. The advisor is also responsible for student financial record data entry that may require calculation and/or account reconciliation.
Your responsibilities will include:
Liaising with divisional awards staff to facilitate payments and resolve account and payment issues
- Identifying and resolving individual financial discrepancies
- Monitoring, recording, reconciling and/or reporting on fees and awards funding accounts
- Generating standard financial reports
- Responding to enquiries within the defined scope of the role and redirecting as appropriate
- Handling sensitive and/or confidential information
- Verifying the accuracy and completeness of information
- Identifying and analyzing data discrepancies and taking necessary actions to correct errors
Advanced College Diploma (3 years) or acceptable combination of equivalent experience.
- Minimum three (3) years' experience in basic accounting, and related administrative and customer service experience, preferably in an office that deals directly with students
- Experience in handling money, recording accounts receivables and payables transactions, and reconciling accounts
- Demonstrated working knowledge of basic administrative and accounting practices and principles
- Demonstrated strong interpersonal skills to provide a high level of customer service specifically in relation to conflict management;
- Effective problem-solving skills, initiative, pleasant telephone manner, must be able to multi-task including the ability to exercise patience, professionalism, and tact; Effective organizational skills, ability to prioritize a diverse workload and work under pressure to meet deadlines in a high volume customer service and processing environment
- Detail oriented with a strong emphasis on quality of work, and accurate data entry skills; Effective critical thinking and problem solving to assist the department by identifying opportunities for continuous improvement in current processes and systems
- Proficient withMS Office Suite, including Word, Excel and Outlook
- Skill in analyzing information, problems, situations, practices or procedures to resolve discrepancies on students’ account, and to reconcile student account transactions; Ability to analyze information, problems, situations, practices or procedures to resolve discrepancies on student accounts, and to reconcile student account transactions
- Ability to maintain confidential records and strictly confidential information, and exercise good judgment
- Excellent writing and verbal communication skills necessary
- Ability to work effectively independently or in a team
Working knowledge of ROSI, and Accounts Receivables and Accounts Payables on AMS-FIS an asset
To be successful in this role you will be:
- Problem solver
- Team player
Closing Date: 10/04/2022, 11:59PM ET
Employee Group: USW
Appointment Type: Budget - Continuing
Pay Scale Group & Hiring Zone:
USW Pay Band 09 - $60,006 with an annual step progression to a maximum of $76,739. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.
Job Category: Student Services
Recruiter: Stefanie Latham
Lived Experience Statement
Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position.