Assignment Clerk, Student Info Support 3

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University of British Columbia

Reporting directly to the Assignment Coordinator for Winter Session Residence Admissions and Assignments (Student Information Support 4)

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Job Summary

Reporting directly to the Assignment Coordinator for Winter Session Residence Admissions and Assignments (Student Information Support 4), the incumbent is responsible for providing administrative support by performing tasks and contributing to projects related to Residence applications, assignments, meal plan, and fee collection for all student residence areas. This includes processing residence applications, coordinating room assignments, facilitating room transfers, answering email, phone and in-person queries while supporting the overall customer service of the Student Housing and Hospitality Services Main Office. The Assignment Clerk is an integral member of the Residence Admissions and Assignments team and actively contributes to initiatives that support the student residence experience under the direction and vision of Residence Life and Administration. This position is responsible for balancing competing priorities.
Organizational Status
Reports directly to the Assignment Coordinator for Winter Session Residence Admissions and Assignments and receives additional direction and support from the Assignment Coordinators for both Year Round Residence and Student Family Housing. Overarching, the incumbent is guided by the Manager, Residence Admissions and Assignments.
Work Performed
The incumbent will be responsible for balancing competing priorities with a high volume of work during our particularly busy season (June through September). The following responsibilities will be prompted and guided by the Supervisor (Assignment Coordinator).

Customer Service:

Maintain excellent customer service in all tasks performed:
– Respond to residence-related enquiries by e-mail, telephone, and Front Counter service.
– Communicate effectively and efficiently to requests for information regarding residence and Student Housing and Hospitality services.
– Make referrals to relevant on-campus and off-campus resources and support, as appropriate.
– Listen effectively and empathically and clarify what is being asked.
– Explain policies, procedures and contract information in accessible terms.

Admissions and Assignments
– Investigate and resolve moderately complex problems related to eligibility, availability, and assignments.
– Enter residence applications into the Student Housing and Hospitality Services database.
– Monitor residence occupancy reports and support departmental goal of filling vacancies ongoing.
– Send residence offers to eligible applicants and document unique residence assignment requests, including but not limited to special needs, compelling requests, and roommate groupings..
– Assign residents to residence areas and rooms, and send residence assignment details to incoming residents.
– Checks student status regularly to confirm eligibility of residents.
– Process transfer requests and communicate with residents regarding the appropriate procedures and fees.
– Accept cancellation requests and confirm check-out procedures with residents.
– Communicate with the Building Services Managers and the Residence Life Managers.

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Fee Payments and Refunds
– Enter all applicable fees into the Student Housing and Hospitality Services database, and process fee payments and refunds when applicable. Monitor late payments and send notices to residents with overdue fees. Follow up with students’ in arrears on a daily/weekly basis.
– Work with Assignment Coordinator and Manager, Residence Admissions and Assignments to prepare and deliver Notices to Vacate when appropriate.
– Coordinate with Residence Front Desk Representatives to deny room access to residents whose accounts are in critical arrears.
– Negotiates deferments of student fees and monitors compliance.
– Coordinate payment plans with students if directed by the Manager, Residence Admissions and Assignments.
– Verify student loan information with Student Awards.
– Work with UBC Finance to transfer tuition credit to residence account, when necessary.
– Coordinate student sponsorship payment, in applicable cases.

Data Management
– Maintain files and records of applicants and residents.
– Document special requests and share with Manager, Residence Admissions and Assignments.
– Print and review reports related to residence occupancy and vacancy.
– Create, merge, and maintain spreadsheets for various assignment groups.
– Monitor, print and/or prepare cancellation and departure documentation, including refund requisitions.
– Review resident enrolment status to confirm residence eligibility.

Other Duties as Required:

– Liaise with internal and external colleagues, as necessary and appropriate.
– Provide coverage for Student Information Support 4 and other colleagues during breaks, holidays, and otherwise required.
– Attend staff meetings and any scheduled training, as directed, to develop relevant knowledge and skills.
– Assist with additional clerical tasks as required, under the supervision of Student Information Support 4, as requested by any Student Information Support 4 or Manager, Residence Admissions and Assignments.
Supervision Received
Receives minimal supervision in the performance of daily tasks.
Supervision Given
Gives no direct supervision to other support staff on a daily basis but may assist in training of co-workers and sessional employees.
Consequence of Error/Judgement
Failure to perform to specific performance standards can result in not meeting deadlines, the loss of revenue due to unnecessary vacancies, and loss of public relations with internal or external colleagues and clients.
Qualifications
High School graduation and 1 year post-secondary education. Accounting credentials or experience with accounts receivable/payable. 3 years of related experience or the equivalent combination of education and experience. – Customer service experience essential
– Related experience working in a Student Service environment an asset
– Knowledge of the UBC | Vancouver campus desirable
– Demonstrated superior communication skills (verbal and written)
– Demonstrated ability to diffuse situations by remaining calm and in emotional control when customers are anxious, frustrated or angry
– Excellent attention to detail and sense of accuracy
– Excellent data entry skills
– Ability to perform word processing at least 50 words per minute.
– Ability to operate job-related equipment (e.g., fax machine, photocopier)
– Ability to accurately process cash/credit card transactions
– Ability to work with minimal supervision and assess where support is needed.

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Equity and diversity are essential to academic excellence. An open and diverse community fosters the inclusion of voices that have been underrepresented or discouraged. We encourage applications from members of groups that have been marginalized on any grounds enumerated under the B.C. Human Rights Code, including sex, sexual orientation, gender identity or expression, racialization, disability, political belief, religion, marital or family status, age, and/or status as a First Nation, Metis, Inuit, or Indigenous person.

All qualified candidates are encouraged to apply; however Canadians and permanent residents will be given priority.

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To apply for this job please visit mycareers.adm.ubc.ca.

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