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The Enrolment Service Coordinator (ESC) is a Registrarial/Enrolment Services position which functions as both a service support generalist and specialist within various areas of Enrolment Services (ES). A visible Enrolment Services representative to ES stakeholders both internal and external to the University, the ESC works cross functionally to provide service support throughout the organization with the ability to be deployed into any ES subject matter area; and in doing so will develop student service excellence and subject matter expertise in areas of responsibility including: student recruitment, undergraduate admissions, organisational 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 campus. Extremely 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 base knowledge and understanding in project assignments involving both internal and external stakeholders. The ESC will also provide general administrative support.

NOTE: this role supports the Student Direct Stream application process and candidates with experience in this area and/or international immigration administration would be an asset.

The ESC reports directly to the Manager, Student Support & Advising (Enrolment Services) 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 organisation. The ESC represents ES on teams, committees and working groups internal and external to ES.

• Supports ESAs with complex student files including investigating, analysing and interpreting facts, policies, regulations and procedures; summarising findings and making recommendations.
• Attends meetings and consultations with ESAs and/or other ES managers where appropriate.
• Supports and provides recommendations on improving ES student service, systems and processes, tools and communication programmes to enhance student and ESA understanding of tuition, fees, financial support and planning.
• Instructs and advises ESAs in the support of sponsored students. Administers, coordinates and oversees the sponsorship billing programme consisting of invoicing and collecting $10M annually across the Vancouver and Okanagan campuses. Communicates directly with students and sponsors, maintaining solid relationships. Makes independent decisions regarding lifting financial holds, removing/refunding fees and enforcing privacy policies.
• Directly supports ESAs by understanding student and faculty needs to ensure service excellence. Organises student and/or faculty focus groups, establishes participants, develops focus‑group questions, co‑facilitates the session and records, analyses and summarises information for recommendations and presentation.
• Processes, analyses 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 educational verifications.
• Directly supports external stakeholder groups, understanding student and faculty needs to ensure service excellence. Organises student and stakeholder communications, develops group sessions and co‑facilitates presentations. Constructs and presents customised reports for various campus and external stakeholders.
• Compiles and sorts 35,000+ student records to support ongoing student assignments to ESAs. A sophisticated level of Excel knowledge is required (e.g., Pivot tables, writing formulas) to ensure students are properly assigned to ESAs in accordance with recommended practice.
• Performs various transactions and updates in student information systems and financial systems, ensuring accuracy of data and correcting errors.

• 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.
• Participates in identifying processes and systems that require improvement, documents and maps current business processes, supports process analysis and measurement, and makes recommendations for process improvements.
• Reviews departmental policies and procedures and provides input and recommendations for change.
• Updates and maintains the ES knowledge base and/or WIKI, ensuring it remains relevant and up to date.
• Interprets university and student services publications, policies and procedures 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.

• Reviews student documentation submitted to support application for admission, verifying completeness and authenticity of documents and preparing electronic student file for review by Admission Advisors.
• Co‑ordinates Broad‑Based Admissions (BBA) reading and administration including organising BBA training: scheduling participants and presenters, preparing and circulating materials, disseminating reading assignments and following up where required and providing troubleshooting support to readers.
• Participates in activities and events directed to prospective and admitted students, including co‑presenting at event information booths.
• Provides key support with the planning and coordination of recruitment and yield events, including scheduling participants and presenters, booking venues, coordinating roles with faculty‑based recruitment professionals and coordinating and tracking the inventory and shipment of recruitment materials across Canada.
• Triages prospective student e‑mails, forwarding e‑mails to the appropriate ESA or subject‑matter expert and responding when appropriate.

• Participates in the design and development of training/workshop content, materials and presentations.
• Delivers presentations and co‑facilitates training sessions as a subject‑matter expert.
• Provides operational support and coordinates with recruitment of instructors and subject‑matter experts.
• Coordinates training and/or workshop set‑up including researching and booking learning space, developing and distributing promotional materials, managing participant registration and arranging payments.

• Coordinates various adjudication processes including preparing reports, files for consideration, making recommendations, recording decisions and preparing files for appeal and/or audit.
• Distributes cheques to students and/or coordinates Direct Deposit process.
• Processes added credit and exchange credit, change of registration, change of grades and reviews of assigned standing.
• Updates biographical (name, citizenship) information in the Student Information System.
• Processes FIPPA requests.
• Collects, organizes and sorts data for award adjudication purposes, providing reports to ensure credit load minimums are maintained throughout the year.
• Performs various single and bulk assignments for student award assignments.
• Manages late UBC Advance reports, audits loan documentation and collects all financial documents required for compliance.
• Verifies student and enrolment/graduation status in accordance with applicable legislation and policy.
• Provides support during peak periods for exam and course scheduling including liaising with students, responding to student enquiries, arranging invigilators, preparing and distributing materials, facilitating exam and course schedule times.

• Develops, implements and maintains administrative procedures and systems, including filing and scanning various student record documents.
• Organises events, including booking travel, rooms, meeting spaces, venues and catering, processing special occasion licence 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.

Work performed by the ESC is essential to supporting the cohesion of student and non‑student facing functions of the service model in Enrolment Services. Errors could compromise the reputation of Enrolment Services and the University’s ability to provide an excellent student experience in addition to serious financial consequences if awards are miscalculated.

Reporting to the Manager, Student Support & Advising (Enrolment Services), the incumbent will receive training, guidance and performance development to achieve specific goals and objectives. The ESC will also receive mentorship from ESAs and other ES Managers to whom there is a functional accountability relationship. May work on assigned projects under minimal supervision.

Required to orient, train, provide direction and/or supervise more than five (5) student employees, and additional volunteers each year. Fully participates in the hiring of staff and/or student employees.

• 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.

• High School graduation and two‑year post‑secondary diploma and Bachelor’s Degree preferred. Four years of related experience, or an equivalent combination of education, training and experience.
• Business acumen; experience in project accounting, auditing, and budgeting.
• Experience with Peoplesoft – FMS (UBC’s Financial Management System) is preferred. Sophisticated knowledge of Excel and familiarity with a computerized accounting and/or procurement system. Previous experience with Student Information Systems and/or other database solutions is preferred.
• Preference will be given to a candidate who has experience working in immigration services and/or an international organisation. Knowledge of Canadian immigration laws is useful.
• Excellent inter‑cultural communication and engagement skills. Presentation skills required.
• Demonstrated ability to work in a high volume and high‑pressure office environment with strict deadlines.
• Fluency in a second language such as Punjabi, French, Cantonese, or Mandarin is an asset.
• Training in student services, student affairs or a related field. Experience in a service‑centred 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, sponsorship or student financial support.
• Must have the capacity and ability to develop broad base knowledge and understanding in multiple areas of the Registrarial profession. Ability to work flexibly and adapt to changing priorities as required.
• Ability to investigate, research and perform problem‑based learning. Ability to problem solve and exercise sound judgement.
• Ability to work proactively, both independently and within a team environment. Must show initiative and the ability to effectively prioritise, multitask and manage workflow while working under pressure to meet deadlines.