Student Info Support 4 (Gr8)

Staff – Union

Job Category
CUPE 2950

Job Profile
CUPE 2950 Salaried – Student Info Support 4 (Gr8)

Job Title
Student Info Support 4 (Gr8)

Department
ELI Student Services Team A English Language Institute Faculty of Education

Compensation Range
$4,137.00 – $4,456.00 CAD Monthly

Posting End Date
November 2, 2022

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

Job End Date

Job Description Summary
This position is central to the operations of the English Language Institute (ELI) and is part of the student services team. The student services team handles applications for approximately 2000 students per year who are registered for part-time or full-time ELI courses, which run for periods of three weeks up to one year or more. This position oversees the day-to-day work of the Student Services Representatives and is responsible for providing a range of front-line assistance to prospective and current learners in ELI programs. The incumbent is responsible for coordinating and processing program inquiries, program applications, providing advising services, and supporting all recruitment activities of the unit.
Organizational Status
 

The ELI is a unit within UBC Faculty of Education. The Faculty of Education brings UBC excellence in academics, teaching, and research to UBC communities through flexible, innovative, and accessible learning opportunities. The Faculty of Education welcomes thousands of learners from all over the world annually, and supports other UBC faculties to create and deliver programming that meets the career and personal needs of UBC communities while strengthening UBC s contribution to society, industry, and government.

 

Reports to the ELI International Relationships and Registration Managers. May supervise and train additional support staff hired in peak periods.

 

The position will be primarily based at the Continuing Studies Building at the UBC Point Grey Campus in Vancouver.

Work Performed
1. Ensures the day-to-day work of the Student Services team is accurate and completed in a timely manner.
2. Incorporates a professional and customer service approach to each interaction with prospective and current learners.
3. Investigates and resolves complex inquiries outside of the scope of the Student Services Representatives, using judgement to refer to senior staff only the most complex issues for which no formal policy, procedure or precedence exists. Identifies emergency/critical situations and initiates an urgent response as required.
4. Monitors program enrolment counts to achieve optimum registration numbers.
5. Identifies processes and systems that require improvement and makes recommendations for changes in order to improve service.
6. Analyzes in-person, email and telephone traffic and reorganizes priorities of staff to meet completion targets. Implements changes to increase efficiency and seamless service.
7. Resolves complex problems related to matters such as fee appeals, and refunds.
8. Analyzes current offerings and makes recommendations to the Assistant Manager for changes based on student feedback and inquiries.
9. Resolves complaints by performing duties such as investigating, taking corrective action and referring as appropriate.
10. Identifies processes and systems that require improvement, maps current processes, re-designs processes, and makes recommendations for changes.
11. Creates, tracks, and sends program correspondence including welcome and acceptance letters
12. Distributes promotional materials as required.
13. Update e-mail subscription preferences in the student record system and maintains mailing lists.
14. Maintains and updates a procedures manual for this position as well as the Student Services Representatives positions.
15. Participates in the hiring and training of new ELI Student Services Representatives.

16. Provides support to colleagues during absences.
17. Performs other duties as required.
Consequence of Error/Judgement
Decision-making is based on a thorough knowledge of policies and procedures of the University and the Faculty of Education. Consequence of error is high and poor decisions, judgment or errors would adversely impact learners. Delays in responding to inquiries may results in the loss of registrations. This in turn would jeopardize the reputation and the financial well-being of Faculty of Education and the University. This position requires very careful attend to details and adhere to deadlines. Meticulous planning, a high degree of organization and excellent time management skills are required. Interaction with applicants, learners, alumni and UBC faculty and staff is largely unsupervised and tact and professionalism is required at all times. A nonprofessional demeanor, poor level of service or misinformation may damage the UBC reputation and may results in fewer applicants to our programs.
Supervision Received
Works independently on routine tasks. Exercises considerable judgement in performance of duties. Refers complex issues to the International Relationships and Registration Managers.
Supervision Given
Oversees and coordinates the workflow of the Student Services Representatives.
Minimum Qualifications

High School graduation and two year post-secondary diploma and4 years related experience or the equivalent combination of education and experience.

Preferred Qualifications
 

Senior administrative experience preferred. Strong customer service orientation. Effective oral and written communication in both English and a second language, interpersonal and organizational skills is required. Ability to exercise good judgement, tact and discretion. Ability to work both independently and within a team environment. Experience working in a fast-paced environment. Ability to effectively manage multiple tasks and priorities. Ability to work in an entrepreneurial environment. Ability to work respectfully across cultural differences. Ability to exercise sound judgment. Ability to analyze problems, identify key information and issues, and effectively resolve. Ability to deal with a diversity of people in a calm, courteous, and effective manner. Ability to obtain and disseminate information effectively and tactfully with individuals from all levels of the University and the external community. Ability to prioritize and work effectively under pressure to meet deadlines. Experience with records management is an asset. Ability to operate a normal range of standard office equipment. Ability to effectively use MS Office at an intermediate level (e.g., Outlook, Word, Excel, PowerPoint). Ability to use registrations systems such as Student Registration System (SRS), SISC preferred. Knowledge of various types of audio-visual equipment and the ability to set them up.

Ability to make thoughtful, informed, and thorough decisions. Ability to determine the nature and urgency of inquiries and issues, and triage appropriately. Demonstrated ability to keep abreast of developments and trends in relevant areas and a commitment to continuously adding to their knowledge base and skills. Personal attributes of an ideal Faculty of Education Team Member: high level of honesty and integrity, robust work ethic and accountability, demonstrated initiative, adaptability in a rapidly changing landscape, a creative and curious problem-solver, commitment to engendering a harmonious work environment and strong emotional intelligence.