Department of Human Resources
OPSEU Job Description
Job Title:
Job Number:
NOC:
Band:
Department:
Supervisor Title:
Enrolment Services Associate
A-301
1411
5
Enrolment Services
Manager, Operations & Client Services
Last Reviewed:
August 26, 2015
Job Purpose
The Enrolment Services Associate is the first point of contact for Enrolment Services and
provides effective, efficient, friendly, and reliable service to all clients. Under the
direction of the Manager, Operations and Client Services the Enrolment Services
Associate will respond to inquiries and carry out tasks as requested by students,
members of the university community, and the general public to provide quality service
in all areas of Enrolment Services, directing clients to other areas when appropriate. The
Enrolment Services Associate will hold knowledge in all areas of Enrolment Services and
be the key contact for clients in the areas of OSAP, scholarships, bursaries, major
declarations, registrations, confirmations of enrolment, transcripts, letters of
permission, and applications to graduate. The Enrolment Services Associate must
exercise excellent interpersonal and communication skills to deal with varied and
complex inquiries.
Key Activities
1. Field and respond accurately and in a timely manner to all Enrolment Services
inquiries from internal and external stakeholders, forwarding inquiries to the most
appropriate department when necessary.
2. Triage the nature and complexity of inquiries to determine the most appropriate
actions, assisting where possible and referring difficult situations to appropriate
coordinator or manager.
3. Keep informed of all relevant rules, regulations and policies for all areas of
Enrolment Services to respond to inquiries and direct students to appropriate
resources.
Job Number: A-301
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Last updated: August 26, 2015
4. Log and track service requests to provide metrics for assessment. Assist with the
administration of Affordability programs, including the intake of all documentation
and paperwork.
5. Assist with Confirmation of Enrolment, and other Affordability processing.
6. Assist with data entry for all Enrolment Services processes.
7. Maintain and ensure completeness of all Enrolment Services files, including all
academic and financial files, and plan and enact migration process through the file’s
life cycle.
8. Assist with data entry for internal and external Enrolment Service reporting.
9. Assist with collection, preparation, and entry of Enrolment Services data onto
student records, including but not limited to registration changes, changes of major,
applications to graduate, withdrawals, letters of permission.
10. Assist with all aspects of convocation related to Enrolment Services.
11. Assist with maintenance of all Enrolment Services records.
12. Assist with processing of all Enrolment Services functions to ensure student records
are current and accurate.
13. Field, direct, and deliver where possible on requests for information by external
organizations, such as lawyers, ensuring accuracy of information and adherence to
all internal and external policies.
14. Assist with development and delivery of all Enrolment Services communications.
15. Ensure accuracy of billing and fees for services provided by Enrolment Services,
taking payments and matching to student accounts.
16. Assist students with a variety of processes and navigation through Trent University
and related programs.
17. Receive, process, and distribute all requests for transcripts, Verification of
Enrolment, and other Enrolment Services documents.
18. Assist with recruitment and retention by participating in internal and external
events.
19. Determine and deliver on opportunities to improve operational efficiencies.
20. Responsible for documenting all processes and procedures related to the Enrolment
Services Associate role.
21. Flexible work schedule, including evenings and weekends.
22. Other duties as assigned.
Analytical Reasoning
Indicate degree of complexity or difficulty of thinking and reasoning required by the job. Provide a
relevant work example that is typical of roles and responsibilities of the job (i.e. not an occasional duty).
Decision Making
Job Number: A-301
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Last updated: August 26, 2015
Indicate the degree of freedom to exercise initiative or act independently in making day- to-day decisions.
Provide a relevant work example that is typical of roles and responsibilities of the job (i.e. not an
occasional duty).
Impact
Indicate the impact or consequence to the department or University of typical actions or decisions taken by
the job incumbent. Provide a relevant work example that is typical of roles and responsibilities of the job
(i.e. not an occasional duty).
Education
Two year college diploma, preferably in administrative studies or another closely related
field.
Experience Required
1. 2 years’ experience working with a wide variety of stakeholders in a fast-paced,
customer focused environment.
2. Experience and proficiency with an automated information system. Colleague
experience considered an asset.
3. Experience and proficiency with financial or funding programs.
4. Demonstrated excellent interpersonal, communication and customer service
skills required.
5. Demonstrated ability to work independently or as a member of a team required.
6. Demonstrated intermediate level proficiency in the use of MS Office (specifically
Word, Excel, Access).
7. Ability to work accurately in stressful conditions within tight deadlines required.
8. Strong desire to be part of a collaborative, team-centered environment which
emphasizes creativity, reliability, and out-of-the box thinking
9. Ability to adapt to changing situations, work under pressure, and with frequent
interruptions in a high volume environment
10. Basic accounting/bookkeeping knowledge
11. Demonstrated ability to maintain a supportive, calm, patient, and serviceoriented demeanor when dealing with upset or challenging students/clients
12. Proven ability to exercise sound judgment, tact, discretion, and diplomacy
Responsibility for the Work of Others
Indicate whether the incumbent is directly or indirectly responsible for the work of others. Provide the title
of the position(s) as well as an example of how the incumbent is responsible for the work of others on a
daily basis. Specifically, indicate whether the position has responsibility for hiring and supervision of
student workers.
Direct Responsibility
N/A
Job Number: A-301
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Last updated: August 26, 2015
Indirect Responsibility
N/A
Communication
Indicate the title(s) of individuals internal and external to the University that the incumbent communicates
with on a regular basis. Provide a brief description of the purpose for communicating with these
individuals.
Internal
External
Motor/ Sensory Skills
Indicate the level of proficiency or precision in motor or sensory skills required by the job. Examples
include but are not limited to: small/large movement to operate machinery; coordinated movement;
equilibrium to maintain balance; dexterity to grasp, move, assemble objects or operate equipment;
hearing, sight, touch, smell, taste. Provide a brief description of tasks performed that require
motor/sensory skills.
Effort
Indicate the physical and/or mental demands of the position in the ordinary course of performing the role.
Examples include but are not limited to: lifting, moving, carrying, pushing/pulling, reaching, kneeling,
remaining motionless, sustained concentration or focus. Provide a brief description of the tasks
performed that are physically and/or mentally demanding.
Mental
Physical
Working Conditions
Indicate any physical and psychological conditions of the position that make the job unpleasant,
disagreeable and/or hazardous to health and well-being. Describe the nature, frequency and duration of
exposure.
Physical
Psychological
Job Description Approved by Human Resources (as per Article 17.1):
Name (print):
Signature:
Date:
Job Number: A-301
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Last updated: August 26, 2015
Signatures - indicating that the job description has been read and understood:
Incumbent
Name (print):
Signature:
Date:
Immediate Supervisor:
Name (print):
Signature:
Date:
Department Head/ Dean:
Name (print):
Signature:
Date:
Job Number: A-301
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Last updated: August 26, 2015