Senior Administrator Student Accounts

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Senior Administrator, Student Accounts

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Note :
Applications will be accepted until 11:
59 PM on the day prior to the Posting End Date above

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• This position may be eligible for a telework arrangement.

Position purpose:

Under the supervision of the Associate-Supervisor, Customer Service, this position has two components :

Managing student accounts with current debt:

Advises students experiencing financial difficulties (with debt owing to the University) and suggests payment solutions. Negotiates financial arrangements to ensure students are eligible to enrol in the future or to receive official documents, following regulations and procedures. Builds trust with students at risk to help retain them and increase graduation rates.

Managing accounts of sponsors (organizations paying students' tuition):

Deals with internal and external organizations on behalf of the University of Ottawa, maintaining excellent relations. Handles financial transactions related to agreements with sponsors.

In this role, your responsibilities will include:

• Acts as the second level of service for student clients. Makes appointments with students to handle complex cases that cannot be resolved by front-line staff and negotiates financial arrangements. Analyses student files and determines possible options according to set criteria. Advises students on their financial situation and the measures to take (i.e., partial payment, payment agreements, loans).
• Manages sponsorship accounts, which includes problem-solving and managing contracts, billing, follow-up, and reimbursement reports. Regularly follows up with sponsors to ensure that they understand the cases and that payments are received by the prescribed deadline. Maintains the University's positive reputation in interactions with Canadian and foreign government representatives.
• Regularly follows up with students who have signed financial agreements to ensure they comply with their agreements and know the partial payment deadlines.
• Regularly follows up with students who are enrolled, or wish to enroll, who currently owe money to the University and on whose file a financial hold has been placed.

What you will bring:

• Bachelor's in finance or accounting, with knowledge of administration normally acquired through postsecondary education, or an equivalent combination of education and experience
• Three years' autonomous customer service experience featuring problem solving (with decision-making power)
• Experience in interpreting, explaining and applying policies and regulations
• Ability to show empathy and control one's emotions despite continuous meetings
• Tact, diplomacy and professionalism
• Keen sense of customer service
• Excellent negotiation, communication and interpersonal skills
• Autonomy, attention to detail and ability to handle a large number of transactions within the established deadlines while ensuring data accuracy
• Ability to prioritize
• Bilingualism - French and English (excellent spoken and written skills)

Key Competencies at uOttawa:

Here are the required competencies for all or our employees at uOttawa:


Planning:
Organize in time a series of actions or events in order to realize an objective or a project. Plan and organize own work and priorities in regular daily activities.
Initiative:
Demonstrate creativity and initiative to suggest improvements and encourage positive results. Is proactive and self-starting. Show availability and willingness to go above and beyond whenever it is possible.
Client Service Orientation:
Help or serve others to meet their needs. This implies anticipating and identifying the needs of internal and external clients and finding solutions on how to meet them.
Teamwork and Cooperation:
Cooperate and work well with other members of the team to reach common goal(s). Accept and give constructive feedback. Able to adjust own behaviour to reach the goals of the team.

The University of Ottawa embraces diversity and inclusion in the workplace. We are passionate about our people and committed to employment equity. We foster a culture of respect, teamwork and inclusion, where collaboration, innovation, and creativity fuel our quest for research and teaching excellence. While all qualified persons are invited to apply, we welcome applications from qualified Indigenous persons, racialized persons, persons with disabilities, women and LGBTQIA2S+ persons. The University is committed to creating and maintaining an accessible, barrier-free work environment. The University is also committed to working with applicants with disabilities requesting accommodation during the recruitment, assessment and selection processes. Applicants with disabilities may contact *** to communicate the accommodation need. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

Note:
if this is a union position:
The hiring process will be governed by the current collective agreement related to the union affiliation noted above; you can click here to find out more.

If this is a front-line position with responsibilities to interact with students, selected candidates must be rated at the Low Advanced proficiency level or higher for both oral comprehension and reading comprehension in their second official language. The rating is determined by a proficiency test designed by the Official Languages and Bilingualism Institute.

Prior to May 1, 2022, the University required all students, faculty, staff, and visitors (including contractors) to be fully vaccinated against Covid-19 as defined in Policy 129 - Covid-19 Vaccination. This policy was suspended effective May 1, 2022 but may be reinstated at any point in the future depending on public health guidelines and the recommendations of experts.

About us

The University of Ottawa is a dynamic community of students, professionals and academics pursuing great things. Our vision for the university of tomorrow is one that reflects the diversity of our people, their ideas and their lived experiences. We believe in the power of representation and in increasing the diversity of our faculty and staff to support this objective.

We're committed to an inclusive workplace that acknowledges and celebrates all voices, fosters personal and professional development an.