CLIENT SERVICES OFFICER

at  Georgian College

CLIENT SERVICES OFFICER(Job Number: 10-25)
Department: Office of the Registrar
Campus: Barrie
Classification: Support Staff
Posting Date: January 30, 2025
Hourly Pay Range: $31.05 (start rate) - $35.99 (4-year rate)
Hours Per Week: 40 hours per week
Status: Contract (Appendix D)
Effective Date: As soon as possible to May 29, 2026
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 provides extensive customer support as the first point of contact through the Front Counter, Welcome Centre, Email, and CRM, assisting with admissions functions and advising clients on services, policies, and processes. Specific duties include, but are not limited to:

• 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 eligibility
• Investigate and resolve complex registration and admissions issues while providing accurate information
• Utilizing and maintaining Banner/CRM software to track interactions, record notes, follow-up and keep records up-to-date
• Validate and process various Registrar’s Office forms related to withdrawals, program changes, and other requests
• Maintaining high standards in regard to confidentially, enforcing FIPPA and OSAP standards
• Collecting and assessing student fees and investigating and resolving student account anomalies
• Supporting 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, verify identification, print cards, and manage cash machine deposits
• Generating all official letters for the RO, including proof of enrolment and tuition invoices upon request
• Verify enrollment status and academic records, generating customized letters and receipts for students and advisors to support study permits and immigration processes
• 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
• Investigate course availability and register students in all credit and non-credit courses
• Review student accounts with Financial Aid to ensure proper application of bursaries, scholarships, and awards

Qualifications:

• Successfully completed a two-year postsecondary diploma in a relevant field of study that may include, but is not limited to Office or Business Administration, or Business
• A minimum of two years’ 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
• Ability to follow and communicate a system’s approach to enter information in detail-oriented fashion, and provide guidance to applicants while using the Student Information System, Banner
• Strong customer service, interpersonal, and communication skills for diverse client interactions; CRM experience (Salesforce, Eloqua) is a plus
• Demonstrated mathematical, analytical, and problem-solving skills for evaluating applicant data
• Excellent organizational skills with the ability to manage multiple tasks in a high-pressure environment
• Capacity to work independently and as an effective team member
• Familiarity with a Student Information System, preferably Banner
• Proficient in Microsoft Office (Word and Excel) for creating spreadsheets and correspondence
• Knowledge of domestic and international education systems and credential evaluation is beneficial
• Previous experience in educational admissions or registration 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.
Applications for this position must be received by 11:59 p.m. February 6, 2025. While we thank all applicants, only those contacted for an interview will be acknowledged.

• 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 eligibility
• Investigate and resolve complex registration and admissions issues while providing accurate information
• Utilizing and maintaining Banner/CRM software to track interactions, record notes, follow-up and keep records up-to-date
• Validate and process various Registrar’s Office forms related to withdrawals, program changes, and other requests
• Maintaining high standards in regard to confidentially, enforcing FIPPA and OSAP standards
• Collecting and assessing student fees and investigating and resolving student account anomalies
• Supporting 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, verify identification, print cards, and manage cash machine deposits
• Generating all official letters for the RO, including proof of enrolment and tuition invoices upon request
• Verify enrollment status and academic records, generating customized letters and receipts for students and advisors to support study permits and immigration processes
• 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
• Investigate course availability and register students in all credit and non-credit courses
• Review student accounts with Financial Aid to ensure proper application of bursaries, scholarships, and award