Careers at Conestoga | Conestoga College

Job Title: Part-time Fees Officer

Requisition #: 24-0775

Location: Doon

Department: Client Services & Student Fees

Payband: F

Starting Rate: $30.07

Payband Range: $30.07 - $34.87

Hours/Week: 24

Posting Date: Tuesday, November 26, 2024

Closing Date: Tuesday, December 3, 2024 at 11:59 PM EST

Vacancy Type: Support Staff - Part-time Regular

Description

Position Summary

Support Staff Regular Part-time Position

(First consideration for Support Staff and Academic positions will be given to internal applicants in accordance with the respective Collective Agreements)

The Fees Officer is responsible for managing all aspects of student fees within the Registrar’s Office for both domestic and international full-time programs. This includes handling inquiries from students, applicants, alumni, and prospective students regarding payments, refunds, and accounts, both in-person and virtually. The role involves processing incoming payments and refunds, issuing payment documentation, following up on overdue accounts, and processing payment schedules for Better Jobs Ontario. Additionally, the Fees Officer collaborates with various Registrar’s Office service areas, such as Client Services, Records, Admissions, and Student Financial Services, as well as International service areas and other College resources. The role also requires engagement with community and government policies.

Successful candidates will be required to conduct work within Ontario and must be available to work on campus as required. It is anticipated that this position will meet the needs of the department through a hybrid work arrangement with one to three days on-site at the Doon campus, located at 299 Doon Valley Drive, Kitchener, ON N2G 4M4. The Fees Officer will be scheduled for 24 hours per week, with hours scheduled between Monday to Friday, 8:30 a.m. to 4:30 p.m.

Responsibilities

Student fees management and support

Provides detailed and personalized information on student fees, including refunds, invoices, payment processing, and follow-up procedures
Evaluates and advises students on fee follow-up procedures, including the assignment of late fees and management of overdue accounts; makes exceptions for late fees and financial holds as necessary, in consultation with the Manager for escalated or unclear cases
Investigates and responds to client feedback and complaints, including escalated student concerns about fees and refunds, in collaboration with the Finance department and relevant service areas
Receives and validates documents for international student status changes and submits them to the Coordinator, Client Services, and Student Fees
Offers front-line support for student timetables, including reviewing fees, registration status, visa/study permit information accuracy, and application status
Responds to a high volume of emails regarding all aspects of student fees, verifies student and account details in the Student Information System (SIS), and refers inquiries to appropriate service areas
Maintains a working knowledge of global practices, including Immigration, Refugees and Citizenship Canada (IRCC) policies and restrictions, as well as global financial markets that may impact the student population

Student financial services

Utilizes the Laserfiche system to validate, complete, and approve student refund requests; manually requests refunds with the Finance department when necessary
Approves refunds based on existing procedures and eligibility criteria; ensures eligibility regarding withdrawals and application closures, and communicates with students if these are not completed accurately
Reviews, validates, and enters all relevant payment details for the Finance department to initiate refund requests
Reviews relevant documentation for eligibility, including Immigration, Refugee, and Citizenship Canada (IRCC) documentation and provincial financial aid Ontario Student Assistance Program (OSAP) information, and adjusts the refund amount/distribution accurately
Ensures all web banking payments are posted to the Financial Information System (FIS) and accurately represented in the Student Information System (SIS)
Validates payments received via web banking and international methods (Flywire, PayMyTuition, Convera) and provides confirmation letters to first-year, level 1 international students for visa applications within 72 hours of payment
Manages delinquent accounts, including assessing, applying, and reversing late fees, as well as handling student registration holds and collections in coordination with the Finance team
Communicates with students about delinquent fees, including late fees, overdue fees, and registration holds
Supports government student programs by creating tailored fee funding correspondence for clients with special circumstances (e.g., Better Jobs Ontario, WSIB), ensuring accurate program admission requirements, study hours, and book costs are reflected
Maintains training documentation and manuals, ensuring effective process management is documented for reference

Client services support for student fees

Assists Client Services during high volume periods or when additional coverage is needed for Student Fees inquiries, in collaboration with Student Records and Student Financial Services
Utilizes queueing software to handle fees-related inquiries
Confirms if inquiries pertain to Student Financial Services/OSAP or Student Records and direct them to the appropriate service area

Qualifications

Two-year diploma in Office Administration, Business, Social Sciences, or a related field is required
Minimum two years of relevant practical experience in a customer service environment is required, preferably in an office, financial, or post-secondary setting
Ability to understand and work with financial information and large databases
Demonstrated ability to work in dynamic and demanding situations, multitasking to meet deadlines
Ability to determine when flexibility can and should be exercised
Excellent interpersonal, public relations, and communication (written, verbal, and listening) skills, with demonstrated use of diplomacy, tact, and conflict resolution abilities
Ability to communicate and explain information to students whose first language is not English in a concise and understandable manner
Demonstrated ability to handle sensitive and confidential information with discretion
Creative problem-solving skills to resolve complex issues and develop solutions to address student needs and inquiries

#LI-POST

#LI-HYBRID

Apply Now

Apply to this requisition Print this requisition

Conestoga College is a leader in polytechnic education. Our career-focused education, training, and applied research programs prepare students for success, support industry, and workforce needs and promote economic prosperity throughout our region and across Ontario.

We thank all applicants but only those selected for an interview will be contacted. Conestoga College is committed to workplace diversity and provides accommodations to applicants with disabilities throughout the hiring process. If you require accommodation, please contact Human Resources via the Contact page.

Requisition Details

Description

Position Summary

Responsibilities

Qualifications

Apply Now