Student Records Support Representative

Job Responsibility:

About Durham College:

Durham College (DC) is a leading post-secondary institution that supports students to develop career-ready skills for the ever-changing job market. With a focus on experiential learning, led by expert faculty, through field placements, applied research, co-ops and other hands-on opportunities, DC grads are known for having the skills and knowledge they need to adapt to the ever-changing workforce.

A leader in innovative teaching and learning, Durham College offers a wide range of market-driven programs across multiple disciplines, including culinary management, farming and horticulture, business, IT, construction and trades, science and technology, health care, engineering, social and community services, media, art and design.

Our modern campuses in Oshawa and Whitby offer 145 programs - including six honours bachelor's degrees and 11 apprenticeship programs - to more than 13,700 full-time post-secondary and 2,300 apprenticeship students. In addition, more than 14,600 students participate in professional and part-time learning. More than 110,500 alumni represent the college, both locally and around the world.

A forward-looking organization committed to collaboration, innovation and sustainability, Durham College is ranked annually as one of the GTA's Top 100 employers and one of Canada's Greenest Employers and has been recognized as a Top 50 Research College in Canada, 10 times.

DC has an estimated annual economic impact of more than $913 million on Durham Region and is proud to be an active and engaged member of the communities we serve by contributing resources and expertise to enhance social and economic well-being through partnerships, investments and collaboration.

DUTIES AND RESPONSIBILITIES:

Reporting to the Manager, Registration and Student Records the incumbent is responsible for records related functions associated with convocation activities, permanent student files, international deferrals, student communications and internally based communications, and assisting with a number of Enrolment Service and Student Record functions.

The position will construct and maintain accurate electronic and hard copy files of students' academic records from registration to graduation, and ultimately, to the College academic archives. The incumbent is responsible for ensuring daily work is processed accurately and correctly as well as finding and fixing any errors in a timely manner and is responsible for the timely processing of requests affecting student records in support of post-secondary and continuing education files.

The incumbent is responsible for the, interpretation and communication of college policies and procedures. Also providing advice to members of the Enrolment Services team, academic schools and tier two service departments (e.g. Financial Aid and Awards, Office of Campus Safety, Access and Support, Finance etc.).

The incumbent will also play a role in providing front line service (Live Chat and in person coverage) support for enrolment services during peak periods of activity.

Student Records:

The incumbent maintains the official student record including:

• Required to produce detailed reports on student related information.
• Investigates and resolves anomalies and discrepancies by working with internal and external departments to resolve identified student files for resolution.
• Updates students' permanent files to meet audit specifications each year in accordance with Ministry and college guidelines.
• Assists with tuition appeal requests by reviewing appeals for complete documentation, accuracy of claims and communicating with school offices or students to complete appeal process.

Graduation Audits:

• Participates in graduation and convocation activities for school offices and auditors
• Conducts detailed audits of graduating students to ensure eligibility for the program from which the student is graduating and updates records to reflect graduation;
• Meets with the academic schools to ensure the electronic student record accurately reflects a students' academic progression including any waivers or exceptions approved by the school office;
• Processes manual graduation application forms;
• Ensures equivalences for multiple courses/advanced standing, multiple credits and complex transfer credit are correctly assessed on student record and recorded in Banner for future reference;
• Ensures the production of accurate credentials and updates the system to reflect the student's graduation status
• Mails credentials and duplicate credentials as required;
• Prepares “Eligible to Graduate” letters as required;
• Assists with developing and maintaining enrolment and graduate audit records and procedures.

Communications and Client Service Support:

• Is responsible for reviewing incoming email for convocation and the international finance department. Responds to inquiries and distributes requests posed to subject matter experts based upon the nature of the inquiry.
• Provides front line student services during peak periods of activity;
• Responsibilities will include, but are not limited to, registration, acceptance of forms and payments, and responding to general inquiries for admissions, registration, financial aid and student accounts.
• Assists with transcript and legal requests when necessary.
• Assists with student records during peak times or when necessary

Fee Appeal:

• Reviewing and responding to incoming fee appeals. Ensuring all documentation is submitted and the fee appeal is within policy.
• Liaisons with the Manager, Registration and Student Records to review fee appeals that are outside policy.
• Troubleshoots escalated appeals with the appropriate invested partners.

Other duties:

• Reviews and maintains documentation related to the procedures for this position;
• Participate in events hosted by Strategic Enrolment Services (e.g., Open House and Convocation activities and ceremonies);
• New initiatives or projects as assigned.

QUALIFICATIONS:

• A minimum of a 2-year diploma in Office Administration, Business, or Information Technology.

• A minimum of three (3) years of practical experience working in a high-volume customer service environment, preferably within an education environment using a computerized student information system.

• Proficient in MS Office Suite including Word and Excel, knowledge of Banner an asset.

• Ability to work well under pressure with constant interruptions and changing priorities

• Excellent customer services skills with a strong commitment to provide quality service.

• Adaptable, flexible and has innovative problem-solving skills

• Strong organizational and time management skills in planning, executing and completing tasks.

• Must be self-directed and motivated with both excellent written and verbal communication skills

• Ability to work well both independently and as part of a team.

• Knowledge of post-secondary policies would be an asset.

Payband: F; Starting Rate: $30.00; Four Year Rate: $34.77

Campus Location: Oshawa and Whitby

Hours: 35 hours per week (1) one hour lunch; Mon - Fri (8:30 am - 4:30 pm; one evening shift)

Please apply below by submitting your cover letter and resume to the online portal. Job Competition closes on July 4, 2024. Competition number SS24-59.