Enrolment Services Coordinator

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Note: Applications will be accepted until 11:59 PM on the Posting End Date.

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At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.

Job Summary

The Enrolment Services Coordinator (ESC) is an enrolment services support position that provides support to a wide range of Student Records Management processes, ensuring that critical University functions are supported such as registration and graduation.

The ESC works cross-functionally to provide support throughout the Student Records Management portfolio. Each ESC is assigned a primary functional area and is cross-trained to provide backup support for other functional areas in the Student Records Management portfolio, ensuring student service excellence and subject-matter expertise in each area of responsibility. Functional areas include: graduation, registration, transcript production and academic record support (grades, degree audit).

The ESC uses their broad-based knowledge and understanding of registrarial processes to support internal and external stakeholders, as well as provides general administrative support.

Organizational Status

The ESC reports directly to the Team Lead, Student Records Management, and may have functional accountability to other ES Managers. The ESC works closely with other ESCs; and works collaboratively with and in support of Enrolment Services Advisors (ESAs) and other staff across the ES organization. The ESC represents ES on teams, committees and working groups internal and external to ES.

Work Performed

• Assists with complex student files including investigating, analyzing and interpreting facts, policies, regulations, procedures; summarizing findings; and making recommendations
• Attends meetings and consultations with ESAs and/or other ES managers where appropriate
• Assists and provides recommendations on improving departments and university policies, procedures and website information
• Performs various transactions and updates in student information systems, ensuring accuracy of data and correcting errors
• Updates and maintains the ES knowledge base to ensure content remains relevant and up to date
• Participates in identifying processes and systems that require improvement. Documents and maps current business processes, assists with process analysis and measurement, and makes recommendations for process improvements
• Interprets University and Student Services publications, policies and procedures in order to make recommendations to resolve student problems or issues or to improve ES business processes
• Applies knowledge of applicable legislation and external regulations in making decisions and recommendations as appropriate
• Conducts research on industry standards and best practices in higher education
• Develops, implements and maintains administrative procedures and systems, including filing and scanning various student record documents
• Triages student e-mails, forwarding e-mails to the appropriate areas and responds where appropriate
• Delivers presentations and co-facilitates training sessions as a subject matter expert.
• Coordinates and manage Tivoli requests for SIS Jobs Support
• Orders and maintains office and departmental supplies
• Performs other duties as related to the qualifications and requirements of the job

Registration Support

• Processes change of registration, change of grades, supplemental practicum forms, reviews of assigned standing, and registration requests
• Triages registration requests from faculties/departments and ESAs during regular university wide registration periods
• Troubleshoots and supports the student registration periods twice a year for over 50,000 students
• Coordinates and register Cross-Campus Applicants
• Creates up to 500 Medical Resident student profiles in Workday and registers up to 900 Medical Residents each year
• Supports the process of the annual production of student tax forms and coordinates with Canada Revenue Agency to regularly upload students’ tax forms to CRA to ensure data accuracy in the event of registration changes
• Creates letters of enrollment for students completing their medical residencies

Academic Record Support

• Processes transcript orders and course description requests from students, departments, faculties, and external parties
• Liaises with various external and internal stakeholders including IT Services, Xerox, and Campus Mail regarding the daily production of transcripts
• Packages transcript mail, courier and pickup orders; downloads and emails PDF transcript orders
• Processes academic discipline and misconduct records
• Processes identified duplicated student records and coordinates with various UBC stakeholders including Student Finance, Admissions, ES Support and IT Services
• Provides administrative support for alchemy records (historic student records)
• Leads the testing process for E-Transcripts with various external and internal stakeholders
• Processes and coordinates with various campus stakeholders including Admissions, ES Support, and University Counsel for Freedom of Information transcript requests
• Processes credit card payments through CBM and update related systems and refunds
• Provides administrative support for Financial Hold students including add and removal of holds for registration processes
• Coordinates with University Counsel and various campus stakeholders to process FIPPA requests
• Verifies student and enrolment/graduation status in accordance with applicable legislation and policy
• Updates biographical (name, citizenship) information in Workday
• Processes, analyzes and verifies various student records and documents such as review of assigned standing, campus work permit verification and reports, confirmation of enrolments, background checks and RESPS and Education verifications

Graduation Support

• Coordinates the production and distribution of parchments and processes all requests year round
• Coordinates with various campus stakeholders to plan and organize up to 35 ceremonies annually
• Coordinates various adjudication processes including preparing reports, files for consideration, making recommendations, recording decisions, and preparing files for appeal and/or audit
• Updates and maintains student records with conferral status
• Processes requests for parchments to be couriered to students
• Updates and maintains various tables in the graduation system regarding graduation ceremonies, conferral, graduation application, replacement parchments, and completion letters
• Identifies processes and provides input into department policy, and develops and implements administrative procedures for graduation process
• Provides accurate data and information to students, parents, and various campus stakeholders with graduation information
• Maintains and provides statistical reports on credentials granted
• Provides logistical support and troubleshoots for all of the graduation ceremonies at the location

Consequence of Error/Judgement

Work performed by the ESC is essential in supporting faculty, staff and students throughout the entire life-cycle of students at the University. ESCs are required to handle a variety of tasks which require sound judgment, accuracy and attention to detail. Failure to complete tasks accurately and in a timely manner can result students not being able to progress in their programs resulting in a cascade of issues. ESCs errors could also compromise the reputation of Enrolment Services and the University's ability to provide an excellent student experience.

Supervision Received

Reporting to the Team Lead, Student Records Management, the incumbent will receive training, guidance and performance development to achieve specific goals and objectives. The ESC will also receive mentorship from ESAs, as well as other ES Managers to whom there is a functional accountability relationship. May work on assigned projects under minimal supervision.

Supervision Given

Required to orient, train, provide direction and/or supervise student/temporary employees and/or volunteers. Fully participates in the hiring of staff and/or student/temporary employees.

Minimum Qualifications

- Willingness to respect diverse perspectives, including perspectives in conflict with one’s own

- Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications

• High School graduation and two-year post-secondary diploma and 4 years related experience or the equivalent combination of education and experience.
• Training in student services, student affairs, or a related field is an asset.
• Experience in a service centered environment required, preferably within student services.
• Sound and current knowledge of best practices in enrolment or student services in at least one of the following areas preferred: student records, registration, student recruitment, admissions, or student financial support.
• Proficiency with standard office software required.
• Previous experience with student systems and/or other database solutions preferred, e.g., wikis.
• Ability to problem solve and exercise sound judgment.
• Excellent interpersonal, communication and presentation skills required.
• Must show initiative and the ability to effectively prioritize and multi-task.
• Ability to work both independently and within a team environment. Ability to work flexibly and adapt to changing priorities as required.
• Demonstrated accuracy and attention to detail, especially when working under pressure to meet deadlines.
• Must have the capacity and ability to develop broad base knowledge and understanding in multiple areas of the registrarial profession.
• Ability to investigate, research and perform problem-based learning.