CLIENT SERVICES OFFICER

at  Georgian College

CLIENT SERVICES OFFICER(Job Number: 156-24)
Department: Office of the Registrar
Campus: Barrie
Classification: Support Staff
Posting Date: July 18, 2025
Hourly Salary Range: $30.00 (start rate) - $34.77 (4-year rate)
Hours per week: 40 hours per week
Status: Contract (Appendix D)
Effective Date: asap – Feb 28, 2025
This is a temporary replacement for a bargaining unit employee. Terms and conditions of employment are as outlined in the Support Staff Collective Agreement.

Located in Barrie and reporting to the Manager, Client Services, the incumbent is the first point of contact for providing extensive customer service support to a diverse clientele, through four core roles: Front Counter, Welcome Centre, Email/Letters/Documentation and CRM. Supporting/ delivering Admissions related functions, processes and services for a broad range of client services relating to admissions. The incumbent will advise and assist clients with troubleshooting systems and processes, and imparting information/direction regarding services, policies, requirements and regulations. Specific duties include, but are not limited to:

• Providing front-line, in-person, email, phone, customer service to applicants, students, staff, coordinators, faculty, and general public
• Advising clients on our programs, the application process/procedures, transfer credit/pathway information, and financial aid
• Assessing/evaluating credentials, liaising with program faculty, and making recommendations to determine program admission eligibility
• Investigating complex student situations related to registration and admissions and providing current and accurate information to support a seamless experience, and trouble-shooting student record anomalies regarding admission, registration, graduation, fees, etc.
• Utilizing and maintaining Banner/CRM software to track interactions, record notes, follow-up and keep records up-to-date
• Demonstrating how to adjust courses (add/drop) and submit requests for program withdrawals
• Validating and processing numerous Registrar’s Office (RO) forms related to withdrawals, program changes, semester changes, appeals, address/name changes, letters of permission, independent study, etc. and ensures that the forms are correctly filled out and signed
• Maintaining the highest standards in regards to confidentially, enforcing FIPPA and OSAP standards and acts accordingly in response to any issues
• Collecting and assessing student fees and investigating and resolving student account anomalies
• Assisting in activities to support enrolment projections/ targets (i.e. applicant ranking, student information and statistical data reports/ analysis, communication with applicants)
• Liaising with academic areas and Credit Transfer to discuss applicant admissions requirements, eligibility, and advanced standing
• Accepting and processing all payments using TouchNet cashiering system (cash, credit card, debit, cheques) for tuition fees, application fees and other services
• Reconciling payments/floats and prepares deposits for Accounting
• Liaising with Financial Aid to resolve issues and discrepancies regarding OSAP and financial matters
• Processing photos for new and replacement ONEcards (student ID) to registered students. Verifies official photo identification, and prints cards for distribution. Emptying all ONEcard cash machines with ONEcard Clerk and preparing deposits for Accounting
• Generating all official letters for the RO, including proof of enrolment and tuition invoices upon request
• Verifying enrolment status, registration records, academic standing, progression and generates customized letters/receipts for international and domestic students, advisors and agents to support study permits and other immigration processes within IRCC guidelines and Academic Regulations
• Operating multiple systems related to the generation of letters – i.e. Student Portal Document Hub, MyPath, Banner (SWAMAIL) and Form Fusion
• Responding to general inquiries regarding OSAP and resets OSAP Access Numbers
• Ensuring all regulations are being adhered to in processes and decisions including IRCC and Transport Canada
• Investigating course availability, registers students into all Full-time and Part-time credit and non-credit courses including Marine
• Reviewing student accounts with Financial Aid to ensure that bursaries, scholarships and awards are correctly applied to student accounts
• Providing cross-functional backup/support to the Admission Officers, Registration Officers and Credit Transfer as required to meet deadlines and to enhance service. This may include such things as assisting with registration, withdrawals, refunds, deferrals, and transfer credit processing
• Receiving and distributing campus mail (letters, interoffice mail, parcels, and courier deliveries) and directing deliveries to shipping/receiving as required
• Assisting at the request of Financial Aid in distributing bursary cheques and writes emergency loan cheques, and submits monthly report to Accounting
• Completing other duties as assigned/required to support efficient campus/departmental operations

QUALIFICATIONS:

• Successfully completed a two-year postsecondary diploma in a relevant field of study that may include, but is not limited to Office, Business or Business Administration
• Two years practical experience in a service-oriented environment within an educational setting; primarily related to supporting applicants, students and staff, as well as an understanding of college services, policies and student information systems/large databases
• Demonstrated ability to follow and communicate a system’s approach to enter information in a detail-oriented fashion, and provide guidance to applicants while using the Student Information system, Banner
• Demonstrated customer service, interpersonal and communication skills (oral / written) to liaise with a varied client group with professionalism and tact. Experience with CRM tools, like Salesforce and Eloqua, is an asset
• Proven experience demonstrating mathematical, analytical and problem-solving skills to evaluate applicant data and determine the best responses to inquiries
• Proven organizational skills to work effectively, ability to confidently handle numerous tasks simultaneously, in a high-pressure environment
• Proven ability to work independently and participate as an effective team member
• Knowledge of a Student Information System, preferably Banner is an asset
• Experience with Microsoft Office (Word and Excel) to create and analyze spreadsheets and generate correspondence
• Knowledge of domestic and international education systems and credential evaluation an asset
• Previous educational admissions / registration experience is an asset
  Georgian College supports diversity, equity and a workplace free from harassment and discrimination and is committed to an inclusive, barrier-free environment. We invite applications from all qualified candidates and actively encourage applications from members of groups with historical and/or current barriers to equity, including, but not limited to persons of Indigenous ancestry, racialized persons, persons with disabilities, women and members of the 2SLGBTQ+ community. If you are contacted to participate in the interview, please advise the coordinator of any accommodations needed with respect to any materials or processes used to ensure you have access to a fair and equitable process.
  Alternate formats will be provided upon request throughout the recruitment and selection process.
  Georgian College has introduced Flex Work for some positions. This position is currently eligible for Hybrid Work. Flex Work agreements will be determined between the employee and manager when employment commences and may change in accordance with the Flex Work guidelines. All employees are required to permanently reside in the province of Ontario.

• Providing front-line, in-person, email, phone, customer service to applicants, students, staff, coordinators, faculty, and general public
• Advising clients on our programs, the application process/procedures, transfer credit/pathway information, and financial aid
• Assessing/evaluating credentials, liaising with program faculty, and making recommendations to determine program admission eligibility
• Investigating complex student situations related to registration and admissions and providing current and accurate information to support a seamless experience, and trouble-shooting student record anomalies regarding admission, registration, graduation, fees, etc.
• Utilizing and maintaining Banner/CRM software to track interactions, record notes, follow-up and keep records up-to-date
• Demonstrating how to adjust courses (add/drop) and submit requests for program withdrawals
• Validating and processing numerous Registrar’s Office (RO) forms related to withdrawals, program changes, semester changes, appeals, address/name changes, letters of permission, independent study, etc. and ensures that the forms are correctly filled out and signed
• Maintaining the highest standards in regards to confidentially, enforcing FIPPA and OSAP standards and acts accordingly in response to any issues
• Collecting and assessing student fees and investigating and resolving student account anomalies
• Assisting in activities to support enrolment projections/ targets (i.e. applicant ranking, student information and statistical data reports/ analysis, communication with applicants)
• Liaising with academic areas and Credit Transfer to discuss applicant admissions requirements, eligibility, and advanced standing
• Accepting and processing all payments using TouchNet cashiering system (cash, credit card, debit, cheques) for tuition fees, application fees and other services
• Reconciling payments/floats and prepares deposits for Accounting
• Liaising with Financial Aid to resolve issues and discrepancies regarding OSAP and financial matters
• Processing photos for new and replacement ONEcards (student ID) to registered students. Verifies official photo identification, and prints cards for distribution. Emptying all ONEcard cash machines with ONEcard Clerk and preparing deposits for Accounting
• Generating all official letters for the RO, including proof of enrolment and tuition invoices upon request
• Verifying enrolment status, registration records, academic standing, progression and generates customized letters/receipts for international and domestic students, advisors and agents to support study permits and other immigration processes within IRCC guidelines and Academic Regulations
• Operating multiple systems related to the generation of letters – i.e. Student Portal Document Hub, MyPath, Banner (SWAMAIL) and Form Fusion
• Responding to general inquiries regarding OSAP and resets OSAP Access Numbers
• Ensuring all regulations are being adhered to in processes and decisions including IRCC and Transport Canada
• Investigating course availability, registers students into all Full-time and Part-time credit and non-credit courses including Marine
• Reviewing student accounts with Financial Aid to ensure that bursaries, scholarships and awards are correctly applied to student accounts
• Providing cross-functional backup/support to the Admission Officers, Registration Officers and Credit Transfer as required to meet deadlines and to enhance service. This may include such things as assisting with registration, withdrawals, refunds, deferrals, and transfer credit processing
• Receiving and distributing campus mail (letters, interoffice mail, parcels, and courier deliveries) and directing deliveries to shipping/receiving as required
• Assisting at the request of Financial Aid in distributing bursary cheques and writes emergency loan cheques, and submits monthly report to Accounting
• Completing other duties as assigned/required to support efficient campus/departmental operation