Coordinator, Service Laurier

Job Information
Author ahnationtalk
Date April 16, 2018
Type Full Time
Company Wilfrid Laurier University
Salary $57,481 to $71,851 - Per Hour
Location Brantford, ON
Category Business / Management
Client Wilfrid Laurier University
Contact Information
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Posting ID : 8885
Apply By : 4/23/2018
Position Title : Coordinator, Service Laurier
Department : Service Laurier
Job Type : Full-time, Limited Term
Campus : Brantford
Reports To : Manager, Service Laurier
Position Summary :

At Laurier, we are a community. It’s what brings our students here and what keeps our people here.

As an educational institution, we inspire lives of leadership and purpose in our student community. As an employer, we seek, foster and value the same qualities of leadership and purpose in our employee community.

We currently have an opportunity to join the Laurier community as an Coordinator, Service Laurier.

Reporting to the Manager: Service Laurier, the Coordinator, Service Laurier is a member of a team of professionals that provide a wide range of enrolment and student finance at the Waterloo and Brantford campuses. The incumbent will be actively engaged in support of Service Laurier’s mission of enhancing the student experience through exceptional customer service delivery.

The Coordinator, Service Laurier role serves three primary and equally important functions: providing day-to-day office and staff coordination; providing front-line service during peak periods and staff shortages; and providing project implementation coordination and support. The successful candidate will work with a high degree of independence and exercise judgment and discretion in the organization and performance of duties, investigating problems that arise, as well as recommending and implementing solutions.

Under the direction of the Manager: Service Laurier, the incumbent plans, directs, and coordinates the daily activities of Service Laurier Advisors. Monitoring day-to-day activities to ensure service standards and accuracy targets are being achieved, the incumbent will also offer support to Service Advisors, leading by example through exceptional customer service delivery. This role also requires collecting and disseminating Laurier-related information to staff to ensure knowledge is accurate and up-to-date, and coordinates the office schedule to ensure adequate staffing levels at all times.

This role also requires the incumbent to provide proactive, customer-friendly, quality front-line service over the telephone, in-person, by fax, and by email to a diverse population of current and prospective students, staff, faculty, visitors, and post-secondary partners. The incumbent is a member of the Service Laurier team and will work to ensure that a high-level of customer service regarding all types of inquiries is provided.

The position calls for a combination of strong administrative and project coordinating skills and the ability to handle numerous tasks simultaneously in a fast-paced environment. The incumbent will act as project coordinator on various project initiatives, with implementations ranging from technical solutions to process improvements. This role assists the manager in researching and evaluating solutions and makes recommendations, and provides project tracking, oversight, and updates to stakeholders.

The successful candidate will be committed to Laurier’s mission, vision, and values and be driven by continuous improvement and accomplishing results. S/he demands an enjoyable and challenging working environment that motivates them to come to work each day and will endeavor to make their colleagues feel the same.

Accountabilities : Office Coordination

  • In consultation with the manager, plans, directs, and coordinates the daily activity of Service Laurier staff, assigning tasks as necessary
  • Monitors day-to-day activities to ensure service standards and accuracy targets are being achieved
  • Responsible for troubleshooting daily technical issues
  • Serve as a point of contact for staff to confirm accurate information is being provided to customers and resolves challenging interactions with customers
  • Connects Service Advisors with campus partners to provide training in-house and on campus
  • Responsible for being well versed in various web-based systems such as Banner, One Key, Moneris,, Twitter, Hootsuite, QNOMY, Lync Messenger, Telax contact centre, and Microsoft Office (Word, OneNote)
  • Responsible for web administration and maintenance
  • Acts as a mentor to Service Advisors, leading by example through exceptional customer service delivery
  • Supports the Service Advisors by providing problem-solving advice and recommendations to ensure first contact issue resolution
  • Takes ownership of issue escalations in the absence of the manager
  • Collects and disseminates information (campus news, important dates, etc.) to staff to ensure knowledge is accurate and up-to-date
  • Coordinates the office schedule to ensure adequate staffing levels at all times
  • Coordinates the training of new staff, including engaging partner areas to ensure training materials and assist in the delivery of training
  • Responsible for developing ad-hoc training material, and Service Laurier manuals
  • Participates in the hiring process for new Service Laurier staff
  • Responsible for communicating any staff performance issues with the manager
  • Alerts manager if systems are not operational and functioning, and provides technical troubleshooting, assistance, or service call escalation through ICT as needed
  • Contact vendors to help troubleshoot and correct any functional issues to minimize impact on service
  • Completes cashier deposits, and coordinates deposit timelines with Finance, and Brinks as needed
  • Works closely with partner areas and the manager to ensure processes and procedures are student-centered and aligned to provide exceptional customer service
  • Responsive to the needs and immediate changes that may be required from partner areas.
  • Creates and revaluates procedures, policies and standards as required
  • Assists with ensuring service level agreement requirements are met with OneCard and relationships are maintained
  • Assists with ensuring service level agreement requirements are met with Parking Services and relationships are maintained

Front-Line Responsibilities

  • Provides accurate and timely information to in-person, email, web, and telephone inquiries from prospective and current students, parents, staff, faculty, and visitors concerning university policy, procedures, rules and regulations, course registration, student status, charges and payments to individual accounts, student awards, and other general inquiries
  • Triages the nature and complexity of inquiries and determines actions to be taken, advising customers as appropriate
  • Responsible for the Service Laurier main extension, email address, and website; answering and forwarding calls/emails and dealing with inquiries; working with IT on planned or emergency telephone outages
  • Manage technical services provided by third parties
  • Responsible for accurately interpreting and applying the appropriate regulations and policies to the cases presented by customers to offer them information concerning their situation and advise them of the actions that are appropriate in response to their situations
  • Responsible for the administration of the financial aid process (OSAP, scholarships and bursaries) including front line duties, collecting accurate and eligible applications, and completing pin resets
  • Keeps informed of changes to financial aid policies and procedures and responds to detailed/complex queries from customers
  • Responsible for distributing and collecting all registration information, letters, forms, and requests; following through to accurate completion before sending to appropriate internal department
  • Resets student logins (LORIS), including follow-up instructions
  • Operates as university switchboard: transferring calls to appropriate department and/or person, provides routine information, screens and refers callers.
  • Responsible for ensuring Switchboard is functioning, including regular testing of emergency system.
  • Receipts and posts payments from customers for all registration activity, contract staff parking permits, and miscellaneous fees at the Customer Service counter
  • Processes multiple methods of payment including cheque, debit, and credit with Point of Sale and electronic merchant systems
  • Contact and follow up with customers when issues with transactions appear, or following up customer service interactions
  • Closing and balancing sessions and preparing them for deposit to the bank.
  • Accountable to Finance for any errors/discrepancies
  • Follows all university guidelines and policies relating to electronic merchant systems
  • Able to correct and resolve imbalances and data entry issues
  • Assist Service Advisors with resolving closing and balancing issues.
  • Sign off on Service Advisors’ closed sessions ensuring accuracy and properly completed closed sessions
  • Referring customers to other departments as appropriate, and scheduling meetings as necessary
  • Reviews all documents for completeness and accuracy, interpreting if requirements are met, and advising applicants on format and deadlines
  • Adheres to all university Freedom of Information and Protection of Privacy Act (FIPPA) regulations
  • Assesses effectively the needs of a busy front office and knows when consultation is appropriate; establishing work priorities while maintaining focus on quality service
  • Responsible for familiarity with an extraordinarily large body of knowledge in terms of offering accurate information to customers, keeping current a diversified knowledge base, interpreting complex policies and procedures, and being able to troubleshoot complex situations

Special Projects

  • Acts as project coordinator and lead on various project initiatives, with implementations ranging from technical solutions to process improvements.
  • Prepares project documentation and provides project tracking, oversight, and updates
  • Assists the Manager in researching and evaluating solutions and makes recommendations
  • Maintains current knowledge of industry best practices
  • Liaises and advises appropriate stakeholders on project status, and provides briefing summaries where appropriate and/or requested
  • Provides implementation support to the manager as required
  • Researching and providing info to manager, faculty advisors, and registrar regarding service interactions and petitions.

Other Duties

  • Act as an ambassador on behalf of the department throughout the campus community
  • Attends team meetings identifying procedural problems, offering suggestions for improvement of services and recommending changes; works to streamline and redesign forms, recommending electronic form implementation for service improvements
  • Monitors and ensures adequate office supply levels
  • Takes part in the development of messages for effective communication to customers (voicemail, email, digital display, website, handouts, etc)
  • Updates and maintains a knowledge base of questions and answers for Service Laurier
  • Logs and track service requests from student thereby providing metrics for assessment
  • Adapts with requirements and demands of surrounding area, which may impact service or delivery of service
  • Coordinates with the Enrolment Services and staff on administrative initiatives and issues and participates in Enrolment Services and campus events and webinars as needed
  • Helps other areas of the office as needed during busy times
  • Assists in coordinating the hiring, training, and management of casual staff
  • Responsible for hiring, training and management of student staff
  • Other duties as requested

Qualifications :


  • University degree in a related field, coupled with a minimum of 4 years of related professional level experience in a University or College student service setting including at least one-year supervisory experience.
  • Proven ability to retain, integrate and apply an extensive body of knowledge
  • Experience in project management.
  • A strong understanding of related undergraduate policies and procedures and a proven ability to provide quality front-line customer service in a fast-paced environment.
  • A high level of computer aptitude, and experience with related computer software including BANNER, Microsoft Office, Internet, email, document imaging, and other software as needed.
  • Proven oral, written, and interpersonal skills, with a track record of communicating effectively with a diverse population either online, via phone, or in person
  • Demonstrated ability to maintain a supportive, calm, patient, and service-oriented demeanor when dealing with upset or challenging students/clients
  • Proven ability to lead teams and individuals
  • Demonstrate a high degree of accuracy, organization, and attention to detail
  • Proven ability to exercise sound judgment, tact, discretion, and diplomacy
  • Must adapt quickly to demanding situations
  • Proven ability to assess situations and effectively problem solve customer requests and concerns
  • Strong desire to be part of a collaborative, team-centered environment which emphasizes creativity, reliability, and out-of-the box thinking
  • Ability to adapt to changing situations, work under pressure, and with frequent interruptions in a high volume environment
  • Demonstrated ability to take initiative and work independently as appropriate
  • Basic accounting/bookkeeping knowledge
  • Detail oriented and strong multitasking abilities
  • Knowledge of the Brantford and Waterloo campuses an asset
  • Required to work some extended hours on a regular basis; some irregular extended hours and weekend work may be required

Grade : EX-G
Salary : $57,481 to $71,851
Salary Notes : This is a full-time, limited term role up to the duration of 13 months from May 28, 2018 to July 5, 2019.
Please Note : Please submit a cover letter and resume.

Wilfrid Laurier University endeavors to fill positions with qualified candidates who have a combination of education, experience, skills and abilities to successfully perform the duties of the position while demonstrating Laurier’s Employee Success Factors.

Diversity and creating a culture of inclusion is a key pillar of Wilfrid Laurier University’s Strategic Academic Plan and is one of Laurier’s core values. Laurier is committed to increasing the diversity of faculty and staff and welcomes applications from candidates who identify as Indigenous, racialized, having disabilities, and from persons of any sexual identities and gender identities. Indigenous candidates who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact the Office of Indigenous Initiatives at Candidates from other equity seeking groups who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact the Diversity and Equity Office at We have strived to make our application process accessible however if you require any assistance applying for a position or would like this job posting in an alternative format, please contact Human Resources at 519-884-1970 ext.2007 or






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