Senior Information Officer, Customer Service

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Job Type:

Employee

Duration in Months (for fixed-term jobs):

7

Job Family:

Student and Campus Support

# of Open Positions:

1

Faculty/Service - Department:

Information Office

Campus:

Tabaret Hall

Union Affiliation:

SSUO

Date Posted:

April 08, 2024

Closing Date:

April 19, 2024

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

Hours per week:

35

Salary Grade:

SSUO Grade 08

Salary Range:

$60,700.00 - $76,672.00

Position Purpose:

Reporting to the Senior Advisor, International Student Services , the incumbent is a specialist and coordinator of uOInternational operations. Focus in supporting uOInternational’s areas of expertise with particular attention to the University Health Insurance Plan (UHIP) and immigration.

Provide leadership in terms of the planning, coordination, and implementation of support services in order to ensure high quality customer service and to facilitate effective collaboration with internal partners, including services and faculties.

In this role, your responsibilities will include:

Coordination

Coordination of Professional Services

• Coordinates with Information Officer to provide initial information and support to students and provides leadership on complex and urgent cases.
• Triages student and other inquiries, with consideration to complexity and urgency, and directs to appropriate Program Officers at uOInternational or to partners on campus as needed.

Customer Service

University Health Insurance Plan

• Counsels clients and acts as a resource person regarding UHIP processes, requirements, procedures, regulations, deadlines, services, and financial records.
• Analyzes student queries and determines UHIP status including eligibility, exemptions, adding dependents, etc.

Immigration Support

• Evaluates student immigration requests by analyzing, identifying, interpreting, and translating student needs to determine which policies and procedures need to be activated and if a meeting with an advisor is appropriate.
• Coordinates and organizes the immigration advising logistics.

What you will bring:

• Undergraduate degree or equivalent experience
• At least 3 years of experience in a similar position with significant experience working with procedures and regulations.
• Experience in customer service with a coordination function, and experience acting as an operational resource person
• Experience with immigration and health insurance needs or processes
• Experience in administrative writing
• Ability to deliver presentations in front of various audiences
• Knowledge of postsecondary education programs and academic rules and regulations
• Experience in elaborating, interpreting, explaining, and applying regulations and methods
• Intermediate/advanced knowledge of Microsoft Excel
• Experience in analyzing files and solving problems
• Experience with computer systems and software such as: SIS, Windows, word processing, spreadsheets, databases, email and Internet, CRM
• Organizational skills, ability to work under pressure and with strict deadlines
• Excellent interpersonal and communication skills (sound judgement, tact and diplomacy)
• Strong ability to empathize and discern underlying problems that are not explicitly presented by distraught students, including situations requiring urgent medical or legal support.
• Bilingualism in French and English (written and oral communications)
• Additional language skills are an asset.

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 me