Reception and CEC Coordinator

Job Responsibility: Staff - Union Job Category CUPE 2950 Job Profile CUPE 2950 Salaried - Student Info Support 4 (Gr8) Job Title Reception and CEC Coordinator Department Reception and CEC Team | Real Estate Licensing Education | UBC Sauder School of Business Compensation Range $4,739.00 - $5,102.00 CAD Monthly Posting End Date October 27, 2024 Note: Applications will be accepted until 11:59 PM on the Posting End Date. Job End Date 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 Sauder School of Business is one of the world's leading business faculties. The school consistently ranks among the top 100 in the world and is recognized internationally for excellence in research and learning, an outstanding faculty and unmatched global partnerships. A collaborative and respectful culture within which all members of our community can thrive is a key principle in our strategic plan, and one that underpins our educational mission. We acknowledge that UBC Sauder at the Vancouver Point Grey campus is situated on the traditional, ancestral and unceded territory of the Musqueam. We acknowledge that UBC Sauder at UBC Robson Square is situated on the traditional territory of the Musqueam, Squamish and Tsleil-Waututh. The Real Estate Division (RED) at UBC Sauder is a world recognized leader in the development and provision of regulatory/licensing, certification and credit educational programs for the real estate and accounting professions. Current and prospective clients include all levels of governmental and regulatory agencies in Alberta, British Columbia and Saskatchewan, and provincial, national and international professional bodies. The Reception and Computerized Examination Centre (CEC) Coordinator provides the supervision and guidance needed to effectively run day to day operations at both Reception and at the Computerized Examination Centre, ensuring that all Reception and CEC functions are performed efficiently and securely, with a high attention to detail and customer service. Organizational Status Reports to the Associate Examinations Leader. Supervises, trains and distributes work to up to six full time employees and various temporary staff as and when needed. Participates in the performance evaluation of the employees. Liaises and collaborates effectively across various teams within the Real Estate Division, as well as with regulatory bodies across provinces to ensure consistency in processes while maintaining service excellence. Work Performed

• Oversees the administration and the workflow of the Division's Reception and the Computerized Examination Centre.
• Coordinates the workflow, establishes work schedules and priorities for the to ensure appropriate coverage. Coordinates and reassigns roles for the team for backup as needed.
• Supervises Reception/CEC teams, develops and delivers training and onboarding for new employees. Participates in the hiring and performance evaluation.
• Provides accurate and comprehensive program information, guidance and direction across all licensing and registration courses. Advises on course and exam eligibility requirements, providing specialized information, responding to complex inquiries and resolving problems for which no formal policy, procedure, or precedence exists.
• Handles complex inquiries from students, invigilators and representatives of regulatory bodies including the BC Financial Services Authority, Saskatchewan Real Estate Commission and the Real Estate Council of Alberta, in accordance with the Real Estate Division and University policies, as well as appropriate sections of the various provincial regulatory acts and rules.
• First point of contact for escalated student inquiries, supports the Reception/CEC team in diffusing complicated or sensitive situations.
• Resolves complaints by performing duties such as investigating, taking corrective action, and referring as appropriate to Associate Examinations Leader.
• Provides backup support for all processes related to the English Language Proficiency Requirement (ELPR) as and when required.
• Coordinates preparation and submission of CEC Licensing exam results, Exam Admission Tickets and additional data to the BC Financial Services Authority and other external clients as necessary.
• Coordinates the scheduling, delivery and pick up of accommodated examinations that take place at the UBC Centre for Accessibility office.
• Ensures timely provision of post examination reviews and exam remarking requests.
• Generates Broker's Business Planning and Financial Management Licensing exams written at CEC as and when required.
• Identifies processes and systems that require improvement, maps current processes, re-designs processes, and makes recommendations for updates.
• Leads the CEC team when irregular circumstances arise, such as fire alarms, power outages, etc.
• Arranges office logistics for the CEC including card access requests, key allocation, inventory maintenance and coordination of deliveries.
• Maintains a thorough knowledge of the regulations and requirements of real estate regulatory bodies (e.g., BC Financial Services Authority, Saskatchewan Real Estate Commission, and Real Estate Council of Alberta)
• Meets regularly with the team and reports any issues or requests to the Examinations Leader and/or Associate Examinations Leader.
• Monitors the program's web site and other external communications for accuracy and potential communication issues.
• Maintains a high degree of confidentiality in all work, exercising tact and discretion when dealing with sensitive situations.
• Ensures the examination centres meet student expectations and protect exam security and integrity. Coordinates with UBC Building Operations to ensure that the exam centre is accessible, operational and safe during challenging weather conditions.
• Performs other duties within the qualifications and requirements of the position, as required, including acting as backup for other team members.

Consequence of Error/Judgement This role requires a high degree of diplomacy, tact, judgement, confidentiality and ability to work proactively, independently and collaboratively. Is expected to establish priorities for employees, carry tasks through to completion, and recommend appropriate systems or procedural changes to maximize efficiency, security and customer service. This role is a crucial component of the administration of the various licensing programs offered across three provinces and the delivery of computerized exams, and thus requires tact and discretion in dealing with client inquiries and requests. It sets the initial tone and first impression of the student's educational experience in the program and in so doing it upholds the integrity and validity of the licensing examination process. The CEC provides high-stakes examination services to multiple third-party clients. Any registration or invigilation error has severe negative impacts with significant financial results for the programs. Security of information and strict adherence to guidelines and procedures is imperative, but customer service requirements demand superior judgment and discretion in responding to unusual circumstances (for example, witnessing unusual behaviour indicating possible examination irregularities or identification fraud). Supervision Received Reports to the Associate Examinations Leader. Works independently under minimal supervision and is expected to be able to take initiative, exercise judgement, problem solve, apply discretion to determine course of action and follow through independently. Supervision Given Supervises the work of up to six full time and various temporary employees, and participates in their training, selection and performance evaluation. Distributes work, trains and onboards new employees in procedures and operations. 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

• A broad knowledge of university policies and various real estate licensing bodies and professional organizations' entrance and accreditation requirements is an asset.
• Knowledge of UBC administrative systems is preferred.
• Computer experience required in general business software (e.g., Word, Excel, PowerPoint, Outlook). Experience in databases, specifically Fox Pro is preferred.
• Effective oral and written communication, interpersonal and organizational skills.
• Must have excellent problem-solving skills and the ability to navigate in the changing landscape of real estate education.
• Comfortable working within ambiguity, invigorated by change, often requiring immediate response or action in high-stakes environment.
• Demonstrated ability to prioritize work, distribute tasks, multi-task, work under pressure and meet deadlines while maintaining accuracy, attention to detail, tact and discretion.
• Ability to comprehend and apply policies and procedures and update processes as needed in a variety of circumstances.
• Experience dealing with the public in situations where tact and diplomacy are required is necessary, as is experience in dealing with confidential correspondence and/or documents.
• Desire to work under conditions of absolute accuracy and the ability to deal with the continual pressures of examinations.
• Ability to work independently, train staff and lead a team.
• High level of customer service skills with the desire to assist others.