Job Description

Department: Enrolment Services

Job Type: Limited Term

Full-time/Part-time: Full Time (
=1249 hrs/year)

Campus: Waterloo

Reports to: Associate Registrar, Student Finance & Client Services

Employee Group: WLUSA

Application Deadline: January 3 2024

Requisition ID: 6975

Wilfrid Laurier University is a leading multi-campus university that excels at educating with purpose. Through its exceptional employees, students, researchers, leaders, and educators, Laurier has built a reputation as a world-class institution known for its rich student experience, academic excellence, and global impact. With a and , Laurier\'s thriving community has a place for everyone.

Laurier has more than 19,000 students and 2,100 faculty and staff across campuses in Waterloo and Brantford, as well locations in Kitchener and Milton. The university is committed to providing an inclusive workplace, a and employing a workforce that is reflective of local and national demographics. Our locations are situated on the traditional territories of the Neutral, Anishnawbe, and Haudenosaunee peoples. We recognize the unique heritages of Indigenous peoples and support their intentions to preserve and express their distinctive Indigenous cultures, histories, and knowledge through academic programming and co-curricular activities. Laurier\'s Centre for Indigegogy is one example of how Laurier honours Indigenous knowledge.

Position Summary

At Laurier, we are a community. It\'s what brings our students here and what keeps our people here.

As an educational institution, we inspire lives of leadership and purpose in our student community. As an employer, we seek, foster and value the same qualities of leadership and purpose in our employee community.

Under the supervision and direction of the Associate Registrar, Student Finance & Client Services the Student Account Administrator is a critical member of the Student Accounts team. The Student Account Administrator is responsible for the management and integrity of students\' financial accounts, including application of fees and charges, adjustments, payments, reconciling and other associated accounts receivables information for graduate and undergraduate student financial accounts. The incumbent assists in the invoicing, collection and maintenance of student financial accounts. This position provides training, support and subject matter expertise for all student financial account-related inquiries to Service Laurier, campus partners within the University as well as external stakeholders.

The position calls for a combination of strong administrative and coordinating skills and the ability to prioritize numerous tasks simultaneously in a deadline driven environment. The incumbent will work to ensure that a high-level of customer service regarding all types of inquiries is provided. The successful candidate will work with a high degree of independence and exercise judgment and discretion in the organization and performance of duties, investigating problems and challenging inquiries that arise, and recommending and implementing solutions.

Accountabilities

Administrative:

• Prepares mass correspondence and outreach to students regarding their student financial accounts, including e-mail and call campaigns through Banner Communication Module or through other software programs.
• Develops training and process documentation for student financial account processes
• Process third party sponsorship, serve as the subject matter expert and primary contact for sponsorship-related inquiries for sponsored students and sponsoring agencies, processing of fees from student to sponsoring agency accounts, invoicing of sponsoring agencies and collection/reconciliation of all payments, including past-due amounts
• Ensure confidentiality of student records is maintained in accordance with privacy legislation
• Reviews students accounts through internal collection measures of overdue accounts as well as the referral of overdue accounts to external third-party agency
• Manages the enrolment of international students in the University Health Insurance Plan (UHIP) and functions as the UHIP Administrator (UPA) in applying and adjusting UHIP fees and serving as the subject matter expert to incoming and current students, staff, faculty, visiting scholars as well as campus partners including Laurier International and Human Resources, for all UHIP-related inquiries, including costs, coverage and exemptions
• Actively submits and is responsive to ICT requests to address technical issues or to refine processes
• Works closely with external partners in the reconciling of invoices, payments and adjustments for the University Health Insurance Plan (UHIP), third party collection agency and all sponsorship agencies and Aboriginal bands
• Updates and maintains Student Account-related sections of the website, including on-line forms, and coordinating with ICT updates to the invoice and LORIS as required

Financial

• Analyzes, interprets and troubleshoots student financial accounts to ensure accuracy and integrity throughout assessment, invoicing, refunding, reconciliation, program deposits, write-offs and adjustment process
• Processes student refunds in accordance with university and ministry policies, including returning of funds via bank wire and credit cards through Moneris system
• Works with Financial Resources to review and update financial policies and procedures
• Management of payment installment plans, including coordination of communication between students and campus partners, facilitation and processing to student financial accounts
• Coordinates the review of overdue student financial accounts and works with campus partners for payment and outreach measures
• Supports the internal collections, including identification of overdue accounts through COGNOS and higher-level data manipulation in Excel, orchestrating campaigns and outreach, negotiating and approving payment arrangements or settlements and the preparation and referral of accounts to third party collections agency
• Receipts and posts student payments received from third party sponsoring agencies and campus partners, including advance deposits
• Receipts and posts student payments received electronically via electronic bank payments and OSAP funds through the National Student Loans Centre
• Supports external collections activities.
• Coordinates the collection of overdue fees and fines for campus partners, including Library, Wellness Centre, PRISM, Residential Services, etc.
• Closing/balancing and feeding sessions: Preparing sessions for deposit to bank and feeding sessions to Accounts Payable to facilitate refund cheques and direct deposits

Customer Service

• Serves as an internal student financial account expert to Enrolment Services, Finance and other campus partners for inquiries and account troubleshooting
• Responds to inquiries from students and parents via phone, email, and in person, and supports Service Laurier in providing service provision
• Works with campus partners to ensure accurate assessment, invoicing of fees, and financial adjustments.
• Assisting students and parents regarding financial matters that require a high degree of expertise and sensitivity.
• Develops and provides training/outreach to Enrolment Services and other campus partners regarding student financial accounts, policies and procedures
• Support Enrolment Services events and outreach as a representative of Student Finance
• Serve as a responsive partner and maintains positive relationships with external partners, agencies, companies, etc. regarding student financial account matters through their working experience in collections, sponsorships and international insurance
• Attends team meetings identifying procedural problems, offering suggestions for improvement of services and recommending changes; works to streamline and redesign forms, recommending electronic form implementation for service improvements

Qualifications

• Successful completion of post-secondary program in a related field, and a minimum of 3 years in a collections/accountsreceivable environment.
• Specific expertise and experience in the effective delivery and administration of service in a post-secondary environment including strong knowledge of academic policies and regulations is considered an asset.
• Proven oral, written, and interpersonal skills, with a track record of communicating effectively with a diverse population either online, via phone, or in person
• Demonstrate a high degree of accuracy, organization, and attention to detail
• Familiar with provisions FIPPA regarding the protection of our student\'s personal information.
• Demonstrated ability to maintain a supportive, calm, patient, and service-oriented demeanor when dealing with upset or challenging students/clients
• Proven ability to handle multiple tasks, prioritizes workload, and work towards deadlines
• Knowledge of basic accounting/financial concepts and principles as well as strong mathematical skills.
• High-level of computer aptitude, and experience with Microsoft Office Suite, including strong Excel and Word skills, and comfort with Outlook and PowerPoint
• Experience with Banner preferred.\xe2\x80\x8b

This position has been deemed eligible for educational equivalencies. Please refer to the attached for details.

Hours of Work: This is a Full Time Limited term role with an expected end date of 11/29/2024. The normal hours of work are 8:30 am to 4:30 pm, Monday to Friday. Flexibility in hours will be required, including evening and/or weekend work due tperiods of high volume. When possible, the manager will adjust the work schedule so that no more than 35 hours are worked in a week.

Compensation

Position Level: D

Rate of Pay: $36.14 - $41.30 per hour

Job Evaluation Factor Scores WLUSA/WLU Job Evaluation Factors Score
Education

3
Experience 3
Interpersonal Skills 3.5
Applied Reasoning and Analytical Skills 4
Co-ordination and Planning 3
Accountability for Others 1
Impact of Decisions 3
Mental Effort 3
Level Physical Effort 3
Working Environment 2

Wilfrid Laurier University endeavors to fill positions with qualified candidates who have a combination of education, experience, skills and abilities to successfully perform the duties of the position while demonstrating Laurier\'s Employee Success Factors.

Equity, diversity and creating a culture of inclusion are part of Laurier\'s core values and central to the Laurier Strategy. Laurier is committed to increasing the diversity of faculty and staff and welcomes applications from candidates who identify as Indigenous, racialized, having disabilities, and from persons of any minority sexual and gender identities. Indigenous candidates who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact the Office of Indigenous Initiatives. Candidates from other equity deserving groups who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact Equity & Accessibility. We have strived to make our application process accessible, however if you require any assistance applying for a position or would like this job posting in an alternative format, please contact Human Resources. Contact information can be found at

Should you be interested in learning more about this opportunity, please visit for additional information and the online application system. All applications must be submitted online. Please note, a resume and cover letter will be required in electronic form.

Wilfrid Laurier University