Job Description

Date Posted:

07/17/2025

Req ID:

44303

Faculty/Division:

Vice Provost Strategic Enrolment Management

Department:

University Registrar's Office

Campus:

St. George (Downtown Toronto)

Position Number:

00051804

Description:

About us:

The Client Services unit supports the admissions, financial aid & awards, student accounts, and operations of Strategic Enrolment Management. Client Services has 3 main areas of operations itself: in-person enquiry, telephone enquiry - including a dedicated, student-staffed, and email enquiry. The enquiry functions provide the first point of contact for many clients (e.g. prospective applicants, applicants, teachers and parents) - as well as for current students and internal university staff seeking information about all aspects of undergraduate admissions and general information regarding financial aid and student accounts & awards.

Your opportunity:

The incumbentis responsible for supervising Client Services Advisors and Assistants. As the Client Service Coordinator, the incumbent is responsible for conducting on-going training sessions for staff on general admission information, policies, procedures, and changes, ensuring the staff have the required knowledge, tools and customer service skills to deliver excellent enquiry service, and resolves complex issues escalated by staff.



The Client Service Coordinator, Admissions also provides counseling via telephone to students, potential students and their families on processes related to admissions; resolves complex, escalated or sensitive client issues; serves as a resource to university colleges, faculties, or departments by providing advice, guidance, andinterpretation of university and government policies, processes and regulations related to admissions; makes recommendations to admissions counsellors about extraordinary cases - as identified during the counseling process.

Your responsibilities will include:

Overseeing day-to-day operational needs of the unit Planning and implementing workflow for a group Coordinating staff schedule to ensure proper coverage Tracking program metricsto inform continuous service improvements Creating and updating student records Advising students on program and/or course requirements by probing and providing a range of options and possible consequences Resolving issues within the scope of the role and escalating problems as required Serving as a resource to a group or on a function

Essential Qualifications:

Bachelor's Degree or acceptable combination of equivalent experience Minimum four (4) years relevant experience with direct client service delivery in a high volume admissions and/or financial aid environment, preferably at a university or college institution Experience in delivering training and managing large numbers of staff, preferably in a unionized environment Experience in coordination of services in a client service environment and co-ordination of day-to-day operations Direct experience in counselling prospective students in admissions and/or financial aid to undergraduate university programs Experience interpreting and applying financial aid policies and University admissions policies and requirements for all undergraduate programs Experience using technology to enhance enquiry service delivery and experience utilizing reporting tools Advanced computer skills must include word processing, creating and manipulating spreadsheets, posting to and navigating websites, creating PowerPoint presentations Knowledge of institutional, government agency and department policies, procedures and guidelines Ability to effectively provide information and advice to staff, students and general public; individually or in group settings (i.e. one-on-one or group session and/or workshops) Strong student service orientation: tact and diplomacy in dealing with students and students' family members, demonstrated ability to relate well with a diverse student population, at times address an upset or irate client or deal with other complex inquiries requiring immediate attention Demonstrated commitment to maintaining confidentiality in working with student information Ability to adapt to new procedures quickly and accurately Must be able to use independent judgment and discretion when advising and counseling, and when responding to enquiries Ability to work in a high volume environment and ability to work well under pressure

Assets (Nonessential):

Familiarity with the University's student information system or with a comparable system is highly desirable Familiarity with financial budgeting tools and resources is desirable

To be successful in this role you will be:

Adaptable Communicator Multi-tasker Problem solver Responsible Team player

Please note that this position is a front-facing role requiring full-time, in-person work on campus.

This is a 1-year term contract with a potential start date from September 1, 2025 to August 28, 2026.

Closing Date:

07/28/2025, 11:59PM ET

Employee Group:

USW

Appointment Type

: Budget - Term

Schedule:

Full-Time

Pay Scale Group & Hiring Zone:

USW Pay Band 12 - $81,312. with an annual step progression to a maximum of $103,986. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.

Job Category:

Student Services

Recruiter:

Fiona Chan

Lived Experience Statement

Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position.