Client Services Advisor
- Toronto, ON
- Permanent
- Full-time
Req ID: 44954
Faculty/Division: Vice Provost Strategic Enrolment Management
Department: University Registrar's Office
Campus: St. George (Downtown Toronto)
Position Number: 00051898Description:About us:The Client Services unit supports the admissions, financial aid and awards operations of Strategic Enrolment Management. Client Services has three main areas of operation: in-person enquiries, telephone enquiries, and email enquiries. 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 awards.Your opportunity:Under the supervision of the Assistant Registrar, Client Services, the Client Services Advisor responds to inbound enquiries related to admissions, financial aid, and awards by telephone and email. The incumbent provides detailed explanations of published guidelines and clarifies policies, processes, and procedures, referring non-standard, complex, or difficult queries directly to the Service Coordinator in Client Services. The incumbent acts as a resource supporting training and providing day-to-day on-site support. S/he responds to complaints and assesses if the complaint should be escalated to the supervisor.The incumbent provides administrative support to the admission application process by reviewing applications submitted to determine completeness, and updates the status of applications in the admissions system and the applicant portal. The incumbent also supports other Strategic Enrolment Management activities through attendance at the Universities Fair and designated on-campus University Open Houses, as required.Your responsibilities will include:
- Acting as the first point of contact for general enquiries
- Providing detailed information on processes, policies, and procedures
- Providing detailed information regarding financial aid issues and financial awards
- Providing detailed information regarding admission requirements to prospective students and applicants
- Responding to enquiries within the defined scope of the role and redirecting as appropriate
- Troubleshooting and resolving routine issues
- Updating and maintaining database records
- Serving as a resource to others by providing (non-supervisory) administrative guidance
- Bachelor's Degree or acceptable combination of equivalent experience
- Minimum of two (2) years' experience providing detailed explanations of policies and procedures related to admissions in a post-secondary educational institution
- Experience applying admissions policies, having a strong understanding of undergraduate and second-entry programs
- Excellent customer service skills with an orientation around tact and diplomacy in dealing with students and staff, with a diverse applicant population and, at times, upset or irate clients
- Familiarity with the university's student information systems or with a comparable system
- Advanced computer skills must include word processing, creating and manipulating spreadsheets, navigating multiple websites and systems concurrently
- Excellent oral and written communication skills, interpersonal skills and organizational skills
- Ability to adapt to new procedures and changing conditions quickly and accurately, must be able to use independent judgment and discretion when responding to enquiries
- Ability to maintain composure under pressure
- Experience working with education systems worldwide is an asset
- Experience with document management systems is an asset
- Adaptable
- Approachable
- Communicator
- Multi-tasker
- Problem solver
- Team player
- This is a term position for approximately eleven (11) months
Employee Group: USW
Appointment Type: Budget - Term
Schedule: Full-Time
Pay Scale Group & Hiring Zone:
USW Pay Band 09 -- $67,916. with an annual step progression to a maximum of $86,855. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.
Job Category: Administrative / ManagerialLived 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.Diversity StatementThe University of Toronto embraces Diversity and is building a culture of belonging that increases our capacity to effectively address and serve the interests of our global community. We strongly encourage applications from Indigenous Peoples, Black and racialized persons, women, persons with disabilities, and people of diverse sexual and gender identities. We value applicants who have demonstrated a commitment to equity, diversity and inclusion and recognize that diverse perspectives, experiences, and expertise are essential to strengthening our academic mission.As part of your application, you will be asked to complete a brief Diversity Survey. This survey is voluntary. Any information directly related to you is confidential and cannot be accessed by search committees or human resources staff. Results will be aggregated for institutional planning purposes. For more information, please see .Accessibility StatementThe University strives to be an equitable and inclusive community, and proactively seeks to increase diversity among its community members. Our values regarding equity and diversity are linked with our unwavering commitment to excellence in the pursuit of our academic mission.The University is committed to the principles of the Accessibility for Ontarians with Disabilities Act (AODA). As such, we strive to make our recruitment, assessment and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities.If you require any accommodations at any point during the application and hiring process, please contact .