Enrolment Services Representative

Enrolment Services Representative
COMPETITION NO. SS26-40

AboutDurham College:
Durham College (DC) is a leading post-secondary institution thatsupports students to develop career-ready skills for the ever-changing jobmarket. With a focus on experiential learning led by expert faculty throughfield placements applied research co-ops and other hands-on opportunities DCgrads are known for having the skills and knowledge they need to adapt to theever-changing workforce.

A leader in innovative teaching and learning Durham College offers awide range of market-driven programs across multiple disciplines includingculinary management farming and horticulture business IT construction andtrades science and technology health care engineering social and communityservices media art and design.

Our modern campuses in Oshawa and Whitby offer145 programs including six bachelors degrees and 11apprenticeship programs tomore than 11000 full-time post-secondary and nearly3000 apprenticeship addition we have more than 16000 studentregistrations in professional and part-time learning. More than 120000 alumnirepresent the college both locally and around the world.

DC hasan estimated annual economic impact of more than $913 million on Durham Regionand is proud to be an active and engaged member of the communities we serve bycontributing resources and expertise to enhance social and economic well-beingthrough partnerships investments and collaboration.

Position Information:

Full-time SupportStaff Position Opportunity (Temporary Employee Replacement (seeAppendix D of collective agreement) September 2026 to March 2028
Payband: E;Starting Rate: $30.43; Four Year Rate: $35.11
Department: Office of the Registrar - Enrolment Services
Hours: 35 hours per week (1) one hour lunch; Mon Fri (8:30 am 4:30 pm)
Reporting To: Senior Manager Enrolment and Client Services
Campus Location: Oshawa and Whitby campus
Vacancy Status: temporaryvacancy

Duties and Responsibilities:

The incumbentserves as an Enrolment Service Representative (ESRs) and the first point ofcontact to a variety of client groups through our service channels: in-personphone and email. The incumbent is a facilitator of student needs examiningand determining the correct course of action to be taken by the client.

The incumbent willbe responsible for performing transactions such as answering inquiriesperforming registrations processing payments updating student recordsverifying student enrolment grades and records; distributing documentsrequiring validation and accepting various forms and associated documents. Oncepaperwork is completed the ESRs will scan and index documents for the BDMSpermanent student record.

ESRs may alsoassist the Office of the Registrar during non-peak periods with admissions orevent mailings and a variety of other office work. These may include but arenot limited to batch registrations making outbound calls and taking inboundcalls or other duties as assigned. The incumbent will be familiar with theservice metrics of the various departments located in the SSB properly utilizethe Electronic Queue Management system (Qnomy) and take appropriate action toensure that excellent customer service levels are maintained. The incumbentwill facilitate student use of self-service applications as required. Theincumbent will maintain current resources including paper based (drop off andpick up) and web based and track what resources are being used and requested.

Answering information inquiries and act as a facilitator of student needs by:

• Examining and determining student needs
  
• Providing student with an appropriate course of action and timelines
  
• Ensuring timely and accurate information is provided upon request and communicated in an efficient professional and customer/student focused manner by phone in person email or a combination of responses
  
• Administering and advising students regarding the application and interpretation of college policies
  
• General knowledge of the following areas: academics including post-secondary academic upgrading and ContinuingEducation courses Financial Aid and Awards Records and Registration Admission and Recruitment and Collections/AP Diversity and Inclusion and the International office

Providing Administrative Services by:

• Processing all documentation pertaining to registration fee payments course and program changes (within deadlines) withdrawals refunds and loan distribution
  
• Performing registration transactions (i.e. verifications account summaries subject credit applications)
  
• Accepting application forms and associated documents (i.e. credit and debit)
  
• Verifying and updating student records (e.g. Return to full-time studies semester or program transfer add/drop outside of registration timelines)
  
• Appropriate referrals to other areas as needed (e.g. International Education Student Accounts Faculty Offices Financial Aid ASC or Wellness Centre)
  
• Providing information regarding courses/programs

Processing payments by:

• Applying all methods of payment to student accounts in an online or in person environment (i.e. credit debit certified cheque)
• Reconciling deposit to daily cashier report

Perform typical front line reception duties such as:

• Greeting clients appropriately and professionally with customer service excellence in mind
  
• Directing or referring clients to services located in the SSB or Whitby based on their needs
  
• Directing them to faculties departments and services located in other Campus locations as required

Actas a representative of the Office of the Registrar by:

• Participating at information or process-oriented meetings (i.e. Professional and Part Time Learning academic schools Student Affairs student program or orientations)
  
• Communicating with faculty divisions and other service areas to improve interdepartmental lines of communication and understanding of business processes

Otherduties as assigned:

• Events participate or by assisting where needed during Convocation Open House etc.
  
• Project work or analysis requests (e.g. late fees student accounts review etc.)

Qualifications:

• A minimum of a two-year diploma in Business Administration Communications & Marketing Social Services.
  
• A minimum of three years practical experience working in a high-volume customer service environment.
  
• Work experience within an education environment using a computerized student information system is preferred.
  
• Must be proficient in the use of Banner as well as MS Office Suite including Word and Excel.
  
• Able to work well under pressure with constant interruptions in a busy and high-volume environment.
  
• Excellent customer service skills with a strong commitment to provide consistent high-quality service.
  
• Must be adaptable flexible and possess innovative problem-solving skills.
  
• Strong organizational and time management skills in planning executing and completing tasks
  
• Must be self-directed and motivated with both excellent written and verbal communication skills.
  
• Must be able to work well both independently and as part of a team.

Please apply belowby submitting your cover letter and resume to the online portal. Job Competition closes at 7:00 p.m. EST on August 7 2026. Competition numberSS26-40.

Contact Us T:905.721.3073
C Wing Second Floor - 2000 Simcoe St. N. Oshawa ON

Durham College invites applications from all qualified individuals. Durham is committed to fostering workplace diversity and provides accommodations to applicants with disabilities throughout our hiring process. If you require this information in alternate format; require communication supports; an accommodation in applying for a posting and/or if you are selected for an interview please contact our Human Resources (HR) department and an HR assistant will work with you to meet your needs.

We thank you for your interest in employment with Durham College however only those candidates selected for an interview will be contacted.

Land Acknowledgement
Durham College is situated on the traditional lands of the First Peoples of the Mississaugas of Scugog Island First Nation. These lands are covered under the Williams Treaties and rest within the traditional territory of the Anishinaabeg. We offer our gratitude to the Indigenous Peoples who care for and through the treaty process share the lands on which we live learn teach and prosper today.

Required Experience:

Unclear Seniority