Date Posted: 12/04/2024 Req ID: 40959 Faculty/Division: Office of the Vice-Provost, Strategic Enrolment Management Department: About us: The Client Services unit supports the admissions, financial aid, and awards operations of the University Registrar's Office in Strategic Enrolment Management. Client Services has 3 main areas of operations itself: in-person enquiry, telephone enquiry, 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 awards. Under the management of the Assistant Registrar,Client Services, the Client Services Advisor responds to inbound enquires related to financial aid and awards by telephone and email. The incumbent provides detailed explanation on published guidelines, and explains policies, processes and procedures, referring non-standard, difficult, or complex queries directly to the Client Services Coordinators. The incumbent provides administrative support to the financial aid and awards process by reviewing applications submitted to determine completeness and updating systems and databases. The incumbent also supports other Strategic Enrolment Management activities through attendance at the Universities Fair and designated on-campus University Open Houses, as required. Providing detailed information on processes, policies, and procedures

Updating and maintaining database records





Serving as a resource toothers by providing (non-supervisory) administrative guidance

Bachelor's Degree or acceptable combination of equivalent experience

Minimum of two (2) years' experience providing detailed explanation of policies and procedures related to financial aid and awards in a post-secondary educational institution

Experience applying financial aid policies, having a robust 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

Assets (Nonessential):

Experience working with education systems worldwide is an asset

Experience with document management systems an asset

Schedule: Full-Time Pay Scale Group & Hiring Zone: USW Pay Band 09 - $66,715. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol. Administrative / Managerial Recruiter: 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.

📌 Full-Time Customer Service Specialist (Toronto)
🏢 University of Toronto
📍 Toronto