Registration Office Coordinator

Position Summary:

Reporting to the Manager, Registrarial Services, the Registration Office Coordinator, assists with overseeing the day-to-day operations of their assigned campus. He/she supports the hiring supervisor with training all new and existing registration staff (full and part time) and advises them on procedures/practices and appropriate measures related to various academic and business processes concerning registered students. The incumbent works closely with the Manager of Registrarial Services, students, faculty, administrators and support staff in the process of timely and effective conflict resolution pertaining to student issues related to college policies.

Responsibilities:

Advisement

• Provides first level of resolution for customer issues that cannot be resolved by an advisor with respect to registration decisions, letter/transcript release, and payment issues or refunds.
• Works closely with the Manager, Registrarial Services , students, faculty, administrators and support staff in the processing of timely and effective conflict resolution and troubleshooting pertaining to student issues related to both policies and registration office staff.
• Provides and responds with system expertise, advice and problem solving relative to registration and records systems (computerized and clerical) to the Registration support staff and Academic Schools.
• Works closely with students experiencing financial difficulties to negotiate, establish and monitor approved payment plans in accordance with College collections policies.

Administration

• Coordinates the End of Term processing to ensure the timely completion of promotion week tasks including the training on grade changes, academic standings and transfer requests.
• Responsible for the registration and monitoring of the College’s Dual Credit program.

• Periodically reviews registration material, posters, letters, website and other forms of communication to ensure clarity, accuracy and quality.
• Prepares, monitors and controls Third Party Billings (sponsored students). Liaises with sponsoring agencies, Finance and Financial Aid concerning new accounts; outstanding accounts; cancellations of contracts etc., to ensure the timely payment of these accounts.
• Responsible for the registration of all Seneca employees to Seneca courses and programs including fees and reporting to both Finance and LED.
• Coordinates the on-going tuition refund process, ensuring refund requests initiated by registration staff are submitted in accordance with college policy.

Training

• Organizes, plans & undertakes a comprehensive and effective orientation and training program for staff in the Registration Office.
• Develops and maintains manuals and materials for the coaching and training of all staff and provides information sessions to discuss new or altered policies and procedures and is responsible for the review and update of the Process Manual.

Supports Hiring Supervisor with Staffing Needs

• Assists with hiring non-full time staff and work-study students; organizes and delivers orientation program and oversees schedules and work.
• Creates contracts for part-time staff and work-study students, reviews weekly timesheets for approval; maintains back-up records for contracts and timesheets.
• Coordinates “onboarding” activity for new staff: arranges for workstations, enables special accommodations, arranges IT and telephony needs, requests IT profile for internal and external systems. (Synergize)
• Monitors staff workload/completion and recommends temporary or permanent workload re-distribution to accommodate high volume periods or to improve handling of applications.
• Creates daily, weekly and monthly service schedules for part-time staff and front-counter services.

Liaises with Other Departments

• Monitors office IT equipment, orders supplies, troubleshoots and reports IT service issues in a timely manner. Follows up on IT service calls to ensure resolution.
• Liaises with other college departments such as finance, payroll, and office services to initiate projects and resolve issues as they arise.

Qualifications:

Education

• Minimum of a completed three (3) year diploma/ degree in business or a closely related field.

Experience

• A minimum five (5) years of progressively increasing customer service experience of which three (3) years must be from working within the Registrar’s Office, with in depth experience in College policies and practice.

Skills

• Demonstrated experience assigning and monitoring the work of others.
• Demonstrated technical skills, including experience using a Student Information System, Computer Applications such as Word, Email, Relational Database systems
• Demonstrated knowledge of PeopleSoft.
• Demonstrated leadership and strong interpersonal skills, combined with excellent initiative and superior problem solving.
• Ability to work under pressure while maintaining good customer service relations with a multi-racial/ cultural/ able mix of students involved in delicate personal and/ or financial situations, parents, students, professor, co-workers and the community at large.

Note : A skills assessment may be administered during the recruitment process.