New job Enrolment Services Representative - Appendix D/Temporary Assignment in Ontario

Enrolment Services Representative - Appendix D/Temporary Assignment

Company : Algonquin College
Salary : $27.93 - $32.38 an hour
Location : Ontario

Full Description

Please Note: If you are a current Algonquin College employee, apply to this job via the Workday application.


Enrolment Services (Jennifer Thurston-Saunders)

Position Type:

Full-Time Support

Salary Range:


Sc heduled Weekly Hours:


Anticipated Start Date:

October 18, 2021

Length of Contract:

12 months

Posting Information

This job posting is now accepting applications from all qualified individuals.

Posting Closing Date:

October 11, 2021

Please note: jobs are posted until 12:01 am on the job closing date.

Job Description:

As the first point of contact, the Enrolment Services Representative (ESR) is an important resource to be utilized by the client throughout their tenure at Algonquin College. Reporting to the Associate Registrar, Enrolment and Student Financial Support with daily supervisor from the Supervisor, Enrolment Support and additional guidance of the Enrolment Services Representative Team Lead, the ESR provides information and assistance through multiple mediums including but not limited to: in-person; telephone; and e-mail. The ESR services and supports prospective students, students, other clients, and alumni. ESRs provide exceptional service to clients seeking help, information and/or support with services offered by the College, in general, and specifically the Registrar’s Office (admissions, registration, records, scheduling, student accounts, financial aid, student awards, and more). In carrying out these responsibilities the incumbent makes decisions, performs a wide variety of academic and financial aid record keeping and finance related tasks. In addition the ESR must also provide information, clerical and administrative services related to registration, admissions, specific College related activities, and general College information. The primary goal is to provide, as much as possible, a one-stop service in the process of attracting, enrolling and retaining students.

The ESR is responsible for assisting with training for all new full and part-time staff. The ESR must have extensive knowledge of and experience adhering to the Freedom of Information and Protection of Privacy Act in a professional setting due to the level of confidentiality and sensitive nature of the information handled on a daily basis. As the first point of contact the ESR is responsible to set a positive, professional tone in all interactions with students ensuring the Algonquin College service experience is held to the highest possible standard.

This job requires occasional or regular onsite work in accordance with Policy HS 16

Duties and Responsibilities:

ESRs provide a wide scope of activities associated with College services and events in accordance with the Accessibility for Ontarians with Disabilities Act (AODA), the Freedom of Information and Protection of Privacy Act, Ministry for Advanced Education and Skills Development (MAESD) and College guidelines and policies.

Enrolment Services

  • Program availability

  • Fee structure and payment deadlines

  • Eligibility requirements and program specific prerequisites

  • Responding to and escalating complaints accordingly

  • Assisting clients with Continuing and Online Learning (COL) registration and withdrawals

  • Add students to course waitlists

  • Action continuing education transfers

  • Request refunds (sub-ledger analysis required)

  • Manual intervention with failed online registrations

  • Taking payments through a variety of methods i.e. debit, money order, online transfer, cheque (personal and certified) and credit card

Financial Aid and Student Awards

Ontario Student Assistance Program (OSAP) and assistance with OSAP application documentation

  • Confirm receipt of OSAP funding through Ministry of Training and Colleges and Universities (MTCU) portal

  • Assistance with completion of OSAP application and documentation through screening, assisting, amending/updating documents/systems as required.

  • Reviewing applications and verifying data for accuracy and completeness

  • Gathering appropriate information and documentation.

  • Informing students of financial assistance programs available for part time and full time studies by providing detailed information on current government and institutional programs.

  • Assessing and triaging client need accordingly

  • Advises students concerning loan default prevention as well as exploration of other funding options.

  • Evaluating and interviewing clients to determine if there are grounds for appeals to their funding by using solid judgment based on knowledge of Ministry policies.

Other Financial Assistance

  • Determining outstanding tuition and encumbrances

  • Accepting payments for program and course registrations

  • Processing fee deferrals, confirmation of enrolments, and continuation of interest free status forms

  • Performing necessary data entry on the Genesis and MTCU systems; updating application information, amending income discrepancies,

  • Resetting Personal Identification Number (PIN)

  • Resolving problems related to either unusual client circumstances or school/financial aid program needs; triages and refers to Financial Aid Officer or Manager for specialized advice and documentation


  • Creating and updating student records

  • Staying abreast of college policies and procedures

  • Entering grades

  • Resetting passwords related to student activities

  • Drafting letters for students and other third party requestors

  • Assisting clients with form completion

  • Entering data, tagging documents into Registrar’s Office database

  • Provide campus directions

  • Running required reports

  • Entering Dual Credit information

  • Creating international student profiles

  • Processing contract documents (specialty registration)

  • Balancing individual daily transactions

  • Reconciling total daily transactions and preparing the daily deposit

  • Preparing cash bags

  • Administer the release of all financial assistance to students

  • Verifying client identification provided to ensure security of loans, grants and cheques

  • Checking College registration and MTCU status to ensure entitlement eligibility prior to distribution of loans, grants and/or cheques

  • Confirming fees are paid

  • Ensuring unpaid fees are deducted from loan prior to release

  • Verifying income data to confirm or adjust entitlements

  • Review and respond to emails in a timely manner

  • Filing documents, electronically or otherwise

  • Scan documents and upload to Laserfiche

  • Identifying and communicating opportunities for process improvement

New Employee Orientation and Training

  • Demonstrates correct methodologies, processes and procedures for new full-time and part-time staff

  • Supports onboarding of new colleagues, reinforcing Team Lead training and answering questions on process and policy

Other related duties as assigned

Required Qualifications

  • Two (2) year Diploma or equivalent

  • Three (3) years experience in a high demand customer service setting; student service setting preferred

*This position is paid at Payband F.

*Position Vacancy is for P13404

Starting rate determined by the Support Staff Collective Agreement.

Work Schedule: 8:25am - 4:40pm Monday to Friday

Applications MUST attach a cover letter and resume

Algonquin College values diversity and is an equal opportunity employer. We offer an inclusive work environment and encourage applications from all qualified individuals. Internal candidates will receive first consideration based on qualifications. If you require accommodation during the recruitment process please contact the Human Resources department at [email protected]. While we thank all those who apply, only those to be interviewed will be contacted.

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