Job Title: Enrolment Services Officer

Location: Vancouver, BC

Reports To: Registrar's Office Supervisor

About University Canada West:

University Canada West is an innovative business and technology-oriented, dynamic, and growing institution that was founded in 2005. Based in Downtown Vancouver, the university is defined by its close connections to the business community and a commitment to outstanding student services.

Here, at UCW, we connect recognized, well-established specialists and ambitious young professionals, so they learn from each other and thrive in our diverse environment. Together, we strive to create and maintain working environments that are inclusive, equitable, and welcoming.

We are privileged to do this work on the unceded, traditional territories of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and Sel̓íl̓witulh (Tsleil-Waututh) Nations. We thank them for having cared for this land since time immemorial, honour their graciousness to the students who seek knowledge here, and iterate our dedication to valuing the ongoing contributions of Indigenous peoples and communities.

Primary Purpose

The Enrolment Services Officer:

• is a member of the Registrar’s Office
• is responsible for inquiries from students, staff, and faculty on registration, grading, fee assessment, transcripts, deadlines, graduation processing, and related university policies and procedures
• reviews and processes a variety of forms and documents while checking for the correct application of procedures
• responds to student inquiries by phone, email, and in person
• investigates student concerns and proactively works with colleagues in the Registrar’s Office, Student Affairs, Finance, and other departments to facilitate resolutions
• is familiar with all aspects of the Registrar’s Office in order to assist in delivering exceptional service to prospective and current UCW students

Specific Responsibilities

• Present constructive concerns and solutions in meetings and discussions
• Investigate and communicate with applicants, working closely with other areas (e.g. Admissions, Records & Registration, Scheduling, Transfer Credits, etc.) to resolve sensitive issues relating to admissibility and University policies and regulations
• Diffuse upset, angry or hostile students, and provide guidance and information
• Respond to complaints and issues by investigating and evaluating concerns/questions and advise students on applicable existing policies, procedures and appropriate action
• Confer with and alert the Senior Enrolment Services Officer on difficult or complex issues and decisions
• Identify students at risk or in crisis and proactively connect them with the appropriate resources and supports
• Anticipate needs and proactively respond to student requests, providing subject matter expertise, professional advice and recommendations
• Interpret and communicate policy, procedures and programs as they pertain to students, both current and prospective, domestic and international
• Provide comprehensive advice to current and prospective students, applicants, alumni, general public, faculties and staff through in-person, phone and by email and/or electronic communication tools on admissions, registration, tuition and student fee assessments, student records and transcripts, transfer credit, and student awards/scholarships
• Coach students towards independence and self-direction and maintain up-to-date knowledge of best practices, including current confidentiality and privacy practices
• Provide information and advice students on credit transfers, appeal processes, graduation and convocation. Then review submissions to ensure complete applications
• Establish an atmosphere of effective, efficient, friendly, and reliable service with a focus of enhancing customer service by using problem solving skills

Position Requirements

Competencies:

• Knowledge of systems, policies, procedures and exercise professional judgment to solve unusual or complex problems
• Able to evaluate and make recommendations to enhance overall enrolment and registration practices
• Ensure student data confidentiality and privacy according to Registrar, University, ministry and FIPPA regulations
• Perform other duties as assigned
• Actively participate and contribute to projects, when applicable
• Continuously contribute to service values and manuals to ensure relevant, up-to-date information
• Serve as a liaison in presenting student admission, records or registration problems to faculties and departments
• Participate in ongoing training for Enrolment Services staff, to ensure a deep knowledge based in a wide variety of University service areas.

Education and Experience:

• 3 years related work experience, or an equivalent combination of education and experience
• Previous direct experience in a service-centered environment, preferably in a post-secondary institution
• Proven ability to provide exceptional front-line service in a fast-paced environment
• Ability to interpret, apply and advise on policies and procedures
• Sound and current knowledge of best practices in enrolment and Registrar’s Office or comparable work experience
• Ability to provide effective and appropriate guidance and counsel
• Proficient with Microsoft Office Suite
• Comfortable with evolving technology and processes
• Strong team player and adaptable to changing information
• Experience using a Student Information System or other enterprise database solutions/customer relationship management systems
• Ability to listen, identify, respond and handle confidential and/or sensitive issues and/or material with empathy, diplomacy and discretion
• Must be resourceful and able to analyze problems, identify key information and issues and develop effective solutions
• Excellent interpersonal, communication and presentation skills required
• Ability to multi-task, apply organizational skills and meet deadlines
• Demonstrated accuracy and attention to detail
• Ability to collaborate within the Registrar’s Office team
• Enthusiasm and capacity for continuous learning and development
• Experience working with different cultures
• The position requires interacting with people directly for long periods of time; the ideal candidate will enjoy and have strong communication skills in interacting with all types of customers both face-to-face, verbal and written.

We greatly appreciate your time and efforts in applying for the position at UCW, however, please note only successful candidates will be contacted.

Job Types: Full-time, Permanent

Benefits:

• Company events
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Flexible schedule
• Life insurance
• Paid time off
• RRSP match
• Tuition reimbursement
• Vision care
• Wellness program
• Work from home

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift

Application question(s):

• Do you have a direct experience in a service-centered environment, preferably in a post-secondary institution?
• Are you legally authorized to work in Canada?

Experience:

• related work: 3 years (preferred)

Work Location: Hybrid remote in Vancouver, BC

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