Enrolment Services Coordinator

University of British Columbia; Vancouver; On-site; CAD 50,000 - 70,000; Full time

Job summary

A Canadian educational institution is seeking an Enrolment Services Coordinator to provide support across various functions in Enrolment Services. The role includes managing student support, coordinating admissions processes, and conducting research. Candidates should possess a relevant degree and substantial experience in student services, alongside strong interpersonal and organizational skills. The position involves working with both students and sponsors to ensure excellent service and organizational efficiency.

Qualifications

• Four years related experience or equivalent education.
• Experience in a service-centered environment.
• Knowledge of best practices in enrolment or student services.

Responsibilities

• Supports ESPs with complex student files.
• Conducts research on industry standards in higher education.
• Coordinates adjudication processes and prepares reports.

Skills

Interpersonal skills

Problem solving

Advanced Excel knowledge

Communication skills

Organizational skills

Education

Bachelor's degree preferred

Two-year post-secondary diploma

Tools

Student Information Systems

Office software

Wikis

Job description

Overview

Enrolment Services Coordinator (ESC) is a Registrarial/Enrolment Services position that functions as both a service support generalist and a specialist within various areas of Enrolment Services (ES). The ESC is a visible ES representative to internal and external stakeholders and works cross-functionally to provide service support throughout the organization. The ESC can be deployed into any ES subject matter area and will develop student service excellence and subject matter expertise in responsibilities including: student recruitment, undergraduate admissions, organizational training and development, student financial support, registration, academic record support (grades, degree audit, exams). The ESC administers and supports a $10M sponsorship portfolio for both the Vancouver and Okanagan campuses. Strong administrative and relationship-building skills are required to coordinate the intersection between students, sponsors (international, Aboriginal Bands and domestic), and campus stakeholder groups. The ESC will use this broad knowledge in project assignments involving both internal and external stakeholders and will provide general administrative support.

Organizational Status

The ESC reports directly to the Associate Director, Student Support & Advising (Enrolment Services) and may have functional accountability to other ES Managers. The ESC works closely with other ESCs and collaborates with Enrolment Services Professionals (ESPs) and other staff across ES. The ESC represents ES on teams, committees and working groups internal and external to ES.

Work Performed

General

• Supports ESPs with complex student files including investigating, analyzing and interpreting facts, policies, regulations, procedures; summarizing findings; and making recommendations.
• Attends meetings and consultations with ESPs and/or other ES managers where appropriate.
• Supports and provides recommendations on improving ES student service, systems and processes, tools and communication programs, such as those that would enhance the student and/or ESP understanding of tuition, fees, financial support and planning.
• Instructs and advises ESPs in the support of sponsored students. Administers, coordinates and oversees workflow and processes of the sponsorship billing program consisting of invoicing and collecting of $10M annually across the Vancouver and Okanagan campuses. Communicates directly with students and sponsors, ensuring solid relationships are maintained. Makes independent decisions regarding lifting financial holds, removing/refunding fees and enforcing privacy policies.
• Directly supports ESPs, with understanding student and faculty needs to ensure service excellence. Organizes student and/or faculty focus groups including establishing participants, developing focus group questions, co-facilitating the session, and recording, analyzing and summarizing information for recommendations and presentation.
• 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.
• Directly supports external stakeholder groups with understanding student and faculty needs to ensure service excellence. Organizes student and stakeholder communications, developing group sessions and co-facilitating presentations. Constructs and presents customized reports for various campus and external stakeholders.
• Compiles and sorts 35,000+ student information to support ongoing student assignments to ESPs. Requires advanced Excel knowledge (e.g., PivotTables, formulas) to ensure proper assignment in accordance with best practice.
• Performs various transactions and updates in student information systems and financial systems, ensuring data accuracy and correcting errors.

Research, Knowledge Management and Business Improvement

• Conducts research on industry standards and best practices in higher education and presents findings to management.
• Develops and interprets complex statistical and qualitative reports, and makes recommendations and presentations.
• Identifies processes and systems requiring improvement; documents and maps current business processes, supports process analysis and measurement, and makes recommendations for improvements.
• Reviews departmental policies and procedures and provides input for change.
• Updates and maintains the ES knowledge base and/or WIKI; ensures knowledge base remains current.
• Interprets University and Student Services publications, policies and procedures to resolve student problems or improve ES business processes. Applies applicable legislation and external regulations as appropriate.

Prospective student and applicant support

• Reviews student documentation submitted to support admission, verifying completeness and authenticity and preparing electronic student files for review by Admission Advisors.
• Coordinates Broad Based Admissions (BBA) reading and administration, including organizing BBA training and supporting readers.
• Participates in activities and events directed to prospective and admitted students, including co-presenting at information booths.
• Supports planning and coordination of recruitment and yield events, including scheduling participants, booking venues, coordinating roles with faculty recruitment professionals, and tracking recruitment materials.
• Triagees prospective student emails and routes them to the appropriate ESP or subject matter expert; responds when appropriate.

Organizational Development/Training

• collaborates with Centre for Excellence ODL team to design and develop training content, materials and presentations.
• Delivers presentations and co-facilitates training sessions as a subject matter expert.
• Provides operational support and coordinates with the recruitment of instructors and subject matter experts.
• Coordinates training/workshop setup, including booking learning spaces, developing materials, managing participant registration, and arranging payments.

Student Financial Support, Registration & Academic Record Support and Scheduling & Exam Support

• Coordinates adjudication processes, including preparing reports, files for consideration, making recommendations, recording decisions, and preparing files for appeal or audit.
• Distributes cheques to students and/or coordinates direct deposit processes.
• Processes added/exchanged credits, changes of registration and grades, and reviews of assigned standing.
• Updates biographical information in the Student Information System.
• Processes FIPPA requests.
• Collects, organizes and sorts data for award adjudication and provides reports to ensure credit load minimums are maintained.
• Performs single and bulk assignments for student award allocations.
• Manages late UBC Loans and Advances reports, audits loan documentation, and collects required financial documents for compliance.
• Verifies student and enrolment/graduation status in accordance with legislation and policy.
• Provides support during peak periods for exam and course scheduling, including liaising with students, responding to inquiries, arranging invigilators, and preparing materials.

General Administrative Support

• Develops, implements and maintains administrative procedures and systems, including filing and scanning student records.
• Organizes events, including booking travel, rooms, venues and catering, processing special occasion license applications, managing participant registration and arranging invoice payments.
• Performs daily transaction reconciliation.
• Orders and maintains office supplies and student-required forms.
• Provides reception support.

Performs other duties as related to the qualifications and requirements of the job.

Consequence of Error/Judgement

Work performed by the ESC is essential to supporting the cohesion of student and non-student facing functions of Enrolment Services. ESCs handle a variety of tasks requiring sound judgment, accuracy and attention to detail. Errors could compromise the reputation of Enrolment Services and the University, and have financial consequences if awards are miscalculated.

Supervision

Supervision Received
The ESC reports to the Associate Director, Student Support & Advising (Enrolment Services). The incumbent will receive training, guidance and performance development, and may work on assigned projects with minimal supervision. Mentorship from ESPs and other ES Managers is available where appropriate.

Supervision Given
Orientation, training, and supervision of student employees and/or volunteers; participates in hiring of staff and/or student employees.

Qualifications

Minimum Qualifications

• Willingness to respect diverse perspectives, including those in conflict with one’s own
• Demonstrates a commitment to equity, diversity, and inclusion

Preferred Qualifications

• High school graduation and two-year post-secondary diploma; bachelor’s degree preferred
• Four 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, preferably within student services
• Has knowledge of best practices in enrolment or student services in areas such as student records, registration, recruitment, admissions, sponsorship or financial support
• Proficiency with standard office software; advanced knowledge of Excel
• Experience with Student Information Systems or other databases (e.g., wikis) is preferred
• Ability to develop broad base knowledge across Registrarial functions; flexible with changing priorities
• Excellent interpersonal, communication and presentation skills
• Ability to investigate, research and perform problem-based learning; adept at sorting large data sets
• Problem solving and sound judgment
• Ability to work independently and in a team
• Shows initiative and the ability to prioritize and multitask
• Demonstrated accuracy and attention to detail, especially under deadlines