Student Services, Front Line Staff

Staff – Union

Job Category
BCGEU Okanagan Support Staff

Job Profile
BCGEU OK Hourly – Support Services Assistant I

Job Title
Student Services, Front Line Staff

Department
UBCO Support Student Services Enrolment Services

Compensation Range
$28.08 – $32.16 CAD Hourly

Posting End Date
March 30, 2024

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

Job End Date

Nov 30, 2024

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
As a member of a coordinated team and under the general supervision of the Manager, Student Services, Front Line Staff, acts as a University of British Columbia ambassador providing front-line, student-focused support and information to students, staff, and the general public. Support and information ranges from way finding to the interpretation of policy and procedures related to a variety of student services and student financial support.
Organizational Status
Student Services is a function under the responsibility of Enrolment Services. The front line service-offering acts as a triage point for student inquiries and issues regarding tuition fees, registration, transcripts, student cards and parchments while also making appropriate on campus referrals and appointment bookings.
Enrolment Services staff liaise closely with the AVP Students portfolio, Faculties, Administrative Departments and outside government agencies including provincial and federal government student loan offices.
Work Performed
1. Accurately evaluates the needs of students, staff, and the general public in person, via e-mail and phone and responds appropriately within a busy and deadline driven environment.
– Determines appropriate referrals to other units and service providers and makes appointments for more in-depth service where appropriate based on analysis of student inquiry and SISC supporting data.
– Advises students on steps to access financial support through government student loans (including out of province and U.S.), bursaries and awards, work study, and financial spending plans.
– Helps interpret the UBC academic calendar and related policies and liaises with academic advisors, faculty and enrolment services staff to provide answers to common registration questions.
– Troubleshoots complex student financial situations including student loan issues, bursary eligibility, tuition assessments and award assignments and disbursements.
– Provides advice and support for students and their families around planning and managing student finances including accessing emergency funding.
– In adherence with guidelines; authorizes tuition deferments, recommends financial advances against student loans, and liaises with housing on residence fee deferrals in appropriate circumstances.
– Explains disbursement dates and requirements to maintain loan eligibility. Underscores implications of not maintaining loan eligibility.
– Provides outstanding customer service for in person, e-mail and phone inquiries.
2. Processes payments, prints and certifies documents, reviews applications as needed.
– Verifies students meet loan criteria and certifies legal loan documents to permit disbursement of funds. Accurately logs documents on SIS.
– Reviews and accepts part-time loan applications ensuring student meets criteria.
– Processes external award funding documents and ensures updates to SISC as required.
– Accepts tuition payments and explains tuition accounts so students understand their financial obligations.
– Processes official transcripts and accepts payment ensuring compliance with security protocol and procedures.
– Prints student and staff ID cards.
3. Provides back-up support to other services.

– Provides check in and back up support to Academic Advising and Involvement Centre and Student Recruitment and Advising.
– Acts as first point of contact to walk in traffic at University Centre, second floor.
– Provides document drop off and pick up support to student services units.
– Directs general traffic as needed.
– Provides back up support for other departmental functions including call centre, mail distribution, filing, image storage, data maintenance and file purging.
– Performs other duties as assigned in keeping with the requirements of the position.
Consequence of Error/Judgement
The incumbent will need to exercise judgment, sound decision making and tact to ensure students are provided with appropriate information, referral and support. Decision making will require strong analysis of complex information using several sources (university and government policies, loan and in-house data bases, web information). The Manager, Student Services will provide oversight and errors and omissions will be identified through tracking of system information (e.g. awards error reports, failing restrictions reports).
Judgment is required to resolve delays in student loan funding, to assess requests for emergency funding, to determine loan and/or scholarship eligibility and to determine when students should be referred to more in-depth advising or other services.
Poor judgment or decision making could lead to financial hardship for students, lack of access to services, negative academic outcomes, increased stress, negative financial impacts to the university, and compromised reputation for the university. Students could face delays in program enrolment and/or completion, incur additional costs, miss out on opportunities that would enhance their university experience.
Supervision Received
The position is supervised by a Manager, Student Services who is actively engaged in front line service and provides oversight on complex inquiries, intervenes as needed when exchanges become volatile and provides immediate information or technical support. Ongoing training and sharing of new information is provided by the MSS.
Supervision Given
This position does not supervise any staff.
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

University Degree or equivalent combination of experience and education.
1 year experience in a university setting preferably in student services or enrolment services. Ability to process large volumes of information and analyze customer needs while providing guidance and information on university and government policies and procedures. Attention to detail and ability to multi-task and to prioritize work load and meet deadlines are essential.

Ability to exercise tact, diplomacy, confidentiality and discretion.

Ability to write clear concise business English. Ability to work effectively both as part of a team and independently.

Ability to work in a team environment to deliver services within the context of a complex, busy and often high stress environment.

Strong computer skills including ability to learn new computer programs, to use general office computer programs and equipment, and to access information through web and other data bases. Strong customer service skills are essential including communication skills, demonstrated empathy, and the ability to maintain composure when dealing with difficult people.