Intermediate Information Officer, Student Accounts

Position purpose:

Reporting to the Associate Supervisor of Customer Service, serves as a specialist on University of Ottawa student financial records. Greets students, informs and advises them on their financial records, methods of payment and reimbursement, and financial arrangements, to ensure they properly understand their statements of account, to help with student retention and to provide unequalled customer service.

Performs various administrative tasks, including evaluating refund and payment requests, analyzing and settling vendor invoices, updating information in our financial system and following up with students, colleagues and other services or faculties.

In this job, your responsibilities will include:

Client service

• Greets, informs and advises students in person, by phone and in writing concerning their financial records, methods of payment, appeals, refunds, financial arrangements, policies, deadlines, and other services and partners who might meet their needs. Ensures courteous, prompt service that meets University standards for service excellence, and projects a positive image of uOttawa to all clients. Manages emotional or hostile clients with professionalism and, when not successful, directs them to an adviser or to the supervisor, as applicable.
• Finds effective solutions to many client issues and redirects problem cases to the relevant faculty or service.

Analysis

• Interprets financial information, enters data and updates student records.
• Provides accurate information and detailed explanations regarding procedures, statements of account, tax documents (T2202A, T4A, RL-8) and such. Makes initial assessments regarding exceptions according to established internal rules and determines whether a meeting between a student and an adviser is required.
• Makes initial contact with other services and partners that could meet clients’ needs or support them in resolving issues, and provides accurate guidance to clients.

Operations management

• Analyzes and processes refund requests for students in Canada and abroad. Monitors these files to ensure administrative deadlines are met.
• Manages processes related to the section’s ongoing financial operations, to maintain financial integrity and transparency and ensure compliance with policies. Updates vendors’ contact information in the financial system.
• Classifies and manages files effectively to preserve confidentiality and ensure documents are complete and accurate for future consultation or auditing.
• Drafts and updates internal guides about procedures, processes and systems related to own responsibilities.

Other

• Contributes as needed to special projects related to student accounts and own section, or to any other related tasks.

What you will bring:

• Knowledge of administration and accounting normally acquired through post-secondary studies in a related discipline or an equivalent combination of education and work experience
• Knowledge of post-secondary organizational structures and policies (an asset)
• Two years’ client service experience as a contact person
• Experience in entering and verifying data
• Two years’ experience interpreting, explaining and applying policies and procedures
• Knowledge of computer systems and software, including financial systems, spreadsheets, databases, email and the internet
• Tact, diplomacy and ability to maintain effective relationships and lines of communication in both official languages (in person, by phone, via email and in writing) with students, parents, sponsoring organizations, and University services and faculties
• Good judgment, attention to detail and diligence
• Ability to learn and recall a high volume of policies, procedures and very specific information
• Ability to understand and interpret client needs
• Organizational skills and ability to work quickly under pressure
• Teamwork skills
• Communication, interpersonal and problem-solving skills
• Bilingualism — English and French (oral and written)