Enrolment Services Representative

Reporting to the Associate Registrar - Admissions or their designate, and where applicable, assigned day-to day supervision from local campus manager, the primary responsibility of the Enrolment Services Representative (ESR) is to deliver high-quality front-line services to students and the College community, and administrative support within the Office of the Registrar. This role responds to a diverse array of student enquiries with a high level of accuracy and efficiency. ESRs also input a large volume of student data with precision and are principally responsible for the timeliness, integrity and accuracy of this critical institutional asset.

• Serves as the initial point of contact for new and current students, as well as campus visitors, by providing exceptional customer service, responding to general inquiries, and directing individuals to appropriate institutional and local resources.
• Ensures a welcoming experience through reception services, including wayfinding, referrals, and guidance, while fostering positive interactions that enhance the student and visitor experience.
• Performs all enrolment-related duties, including registering students; entering student applications and supporting documentation and other related documents; and accurately updating and maintaining student records.
• Processes electronic and paper applications and follows up with applicants as needed.
• Admits students into specific open-enrollment programs based on established policies and procedures
• Supports students as initial contact responsible for solving enrolment-related problems and difficulties.
• Contacts students proactively to facilitate course registration prior to the start of the semester, ensuring timely enrolment if needed.
• Pre-registers new students in specific programs following institutional guidelines.
• Withdraws, changes, and/or cancels student enrolments in accordance with established policy and procedures, as well as ensuring the appropriate fee adjustment is made to the student record.
• Creates and issues student ID cards.
• Assesses and collects tuition and other student fees through various methods, issues receipts as well as processes payments.
• Reconciles daily transactions and individual cashiering sessions with high attention to detail.
• Supports sponsorship processes by responding to student inquiries, providing clear guidance, and ensuring the accuracy and completeness of submitted forms.
• Adheres to college and legal requirements regarding the privacy and confidentiality of student information and records.
• Directs students requesting services such as transcripts, enrolment verification letters, testing, etc., through the student record system and/or appropriate business process.
• Assists students navigating web-based or online tools and applications such as Pay My Tuition, CNC connect, etc., offering non-technical support as needed.
• Organizes and delivers incoming/outgoing mail and ensures office supplies, forms, and brochures are appropriately maintained if required.
• Assists and collaborates with the supervisor to review, update and maintain process manuals to reflect current procedures and policies.
• Builds, cancels and facilitates refunding of continuing education sections in alignment with established guidelines and facilitating smooth registration processes for students.
• Assists with special projects, including data validation/correction, record maintenance, documentation, and system testing. May contribute to or participate in various projects related to the department.
• Performs general office/clerical duties as assigned.
• Provides back-up to the Information Specialist, including managing phone calls during breaks/leaves.

Other Related Duties
• You will be part of a team actively engaged in contributing to and accomplishing the vision, mission, and goals of the College and in supporting the aspirations and needs of our learners and communities.
• You will promote a positive work atmosphere, communicating in a professional manner that demonstrates mutual respect for students and colleagues.
• Performs other related duties as assigned by Associate Director or designate.

• Recognized one (1) year certificate in Office or Business Administration or other related field of study
• 2 years or more of related work experience - preferably within a high-volume customer service environment; an equivalent combination of education and experience may be considered.

• Strong written and verbal communication skills in English with the ability to convey complex information clearly and professionally to diverse audiences.
• Ability to interact effectively with students, staff, and other partners, with a high degree of sensitivity to student needs and an aptitude for resolving conflicts in a positive, solution-oriented manner.
• Ability to provide courteous and efficient customer service, maintaining professionalism even in challenging situations.
• Knowledge of post-secondary operations, program offerings, and admission/registration policies and procedures preferred.
• Ability to remain calm and focused and produce high-quality work in a fast-paced environment with frequent interruptions.
• Strong commitment to upholding confidentiality and privacy standards, particularly regarding sensitive student information.
• Demonstrated attention to detail and ability to accurately process cash, credit and debit transactions.
• Ability to work independently and within a team environment.
• Ability to exercise tact, discretion, good judgement and diplomacy in various situations.
• Strong computer skills, including word processing (MS Word) and email (MS Outlook).
• Accurate keyboarding and data entry skills; with a minimum typing speed of 40 wpm and alpha/numeric (data entry) speed of 100 keystrokes per minute.