Customer Service Officer, Wsib & Better Jobs Ontario

About Durham College

Durham College (DC) is leading the way as a post-secondary institution, offering an innovative and transformative student experience and hands-on learning opportunities. With this focus top of mind for our students and our employees, DC is proud to be one of the fastest-growing colleges in the province and annually ranked as one of the GTA’s Top 100 employers.

The college offers a wide range of market-driven programs across multiple disciplines, including culinary management, farming and horticulture, business, IT, construction and trades, science and technology, health care, engineering, social and community services, justice, media, art and design.

With a focus on experiential learning, DC graduates are known for having the skills and knowledge employers need. More than 104,000 alumni represent the college, both locally and around the world.

Serving the Durham Region and Northumberland County communities for over 50 years, with campuses in Oshawa and Whitby, the college offers over 12,500 full-time post-secondary and apprenticeship students access to more than 145 full-time post-secondary programs – including four honours bachelor degrees and nine apprenticeship programs. Led by over 1,860 full- and part-time staff, DC has an estimated annual economic impact of more than $913 million on Durham Region.

Duties and Responsibilities:

Reporting to the Director, Admissions the Customer Service Officer – BJO and WSIB supports the success of the institution’s enrolment plan as defined by Durham College’s SEM framework by providing exceptional service to BJO and WSIB clients and prospective domestic students and applicants.

As the Customer Service Officer for Better Jobs Ontario and WSIB the incumbent is responsible for providing administrative support and information to both full-time and Continuing Education post-secondary students. The incumbent acts as the primary contact for BJO and WSIB students and is responsible for answering student inquiries and providing exceptional Customer Service. The incumbent prepares and ensures the accuracy of all documents related to the BJO Proposal package(s), including fees and the academic plan, before submission to Ministry of Training, Colleges and Universities (MTCU). The incumbent manages tracking of BJO and WSIB applicants/students throughout their studies and ensures records are up-to-date in order to ensure compliance with provincial reporting requirements. This position also requires that the incumbent answer questions from employment agencies and MTCU, on the details contained in the proposal packages and DC programs and services.

The incumbent acts as the secondary contact for prospective students and applicants and assists clients with the application process, admissions and program information, direction to appropriate resources, and referrals to appropriate departments. The incumbent assists with project-based admissions activity at peak times, like admission-related mail outs and program guide review. This position also maintains excellent working relationships with staff, internal departments and schools in order to provide optimum service to applicants. The incumbent must be flexible in busy periods (e.g. during semester start-ups) to assist all other members of student recruitment and admissions staff with overflow work when required.

WSIB and Better Jobs Ontario (BJO) Coordination:

• Operationalizes WSIB and BJO processes
• Advise prospective students with admissions and program information and application processes, and assessment of post-secondary eligibility and referral to other college services as needed
• Act as the primary point of contact for all WSIB and BJO stakeholders within the college and external community agencies
• Prepare BJO proposal packages based on Ministry of Training, Colleges and Universities (MTCU) standards and internal verification of course availability, including financial worksheets, Training Research Proposals, Programs of Study and other required documents for both full-time post-secondary and Continuing Education applicants and students
• Provide Employment Ontario with amendments to proposals as and if changes occur to tuition, fees, start/end dates etc. as well as final offer letters if required
• Coordinate and maintain effective tracking of BJO and WSIB applicants/students including ensuring the correct student type at all times for accurate data capture for audits including tuition and funding revenue for each student.
• Complete audits and investigate discrepancies between Ministry reporting and Durham College financial records
• Prepare billing and progress reports at the end of each semester for WSIB clients including fees paid and owing, ensure follow-up for payments with accounts receivable. Create deferments on student accounts.
• Act as a front-line functional resource for investigating and trouble-shooting BJO and WSIB audit records, the incumbent may liaise with the SES Systems team to assist with rectifying errors or identifying discrepancies

Communication:

• Participate in team meetings as appropriate
• Communicate with college staff, departments and external agencies as required to support all BJO and WSIB applicants/students
• Participate in the development of strategic enrolment management initiatives
• Ensures accurate and timely responses to general admissions email account
• Initiates professional communications with applicants to resolve outstanding admission requirements (PR card, transcripts, admission-related supporting documents)
• Respond in a timely, error-free, and factually accurate manner to BJO and WSIB inquiries; phone, email and in-person inquiries regarding preparation for post-secondary programs and services
• Meet with the Director, Admission Services on a regular basis regarding operational policies and procedures to ensure accuracy and relevancy
• Liaise with community agencies so they have up-to-date college resources and event information
• Participate in recruitment events such as the OCIF, open house and information session type events, engaging with prospective students and second career inquiries

QUALIFICATIONS:

1. Three-year diploma/degree or equivalent in Business, Office Administration, Communications, Marketing, or Public Relations

2. Three years of practical experience working in a Customer Service environment with a variety of clients from varying social, academic, economic and cultural backgrounds

3. Excellent oral and interpersonal skills when dealing with the public. Superior writing ability, creative, and excellent organizational and problem-solving skills.

4. Strong organizational and time management skills in planning, executing, and completing tasks

5. Ability to work well both independently and as part of a team

6. Experience in an academic environment would be an asset

7. Knowledge of post-secondary programs is an asset

Starting Rate: $30.00 Four Year Rate: $34.77

Full-time Support Staff Position Opportunity. Temporary Employee Replacement (Appendix D, see page 109 of collective agreement); (April 2024 - November 2024).

Please apply below by submitting your cover letter and resume to the online portal. Job Competition closes on March 25, 2024. Competition number SS24-33.