City : Ottawa, ON, Canada

Category : Full time

Industry : Higher Education

Employer : University of Ottawa

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Job Type:

Employee

Duration in Months (for fixed-term jobs):

N/A

Job Family:

Admissions

# of Open Positions:

1

Faculty/Service - Department:

Financial Aid

Campus:

Main Campus

Union Affiliation:

SSUO

Date Posted:

November 14, 2024

Applications must be received BEFORE:

November 25, 2024

Hours per week:

35

Salary Grade:

SSUO Grade 07

Salary Range:

$56,626.00 - $71,528.00

About Student Affairs :

Student Affairs is at the very heart of the student experience at the University of Ottawa. We recruit the very best future students, support them throughout their university years and leave them well-prepared for fulfilling careers and future studies. Our team of more than 600 dedicated staff provides the services that keep students happy, well and thriving as they pursue their ambitions. We help them apply and enrol for courses, we oversee 11 residences and an award-winning Dining Hall, we organize fun events and varsity sports activities, we run an innovative career development and experiential learning program and much more!

There’s nothing more rewarding than helping future generations reach their full potential at a world-class university. With our wide variety of career opportunities and professional development pathways, we’re sure that you’ll enjoy the experience as much as our students do.

Position purpose:

Inform the public on all matters related to the conditions and process for granting government financial aid, applicants who have submitted a financial aid application and the staff of the Faculties and Services, while ensuring that they receive courteous and prompt service in order to promote a high level of customer satisfaction and project a positive image of the University. Pre-analyze student eligibility for various financial aid programs and support applicants in their applications.

In this role, your responsibilities will include:

• To welcome, inform and advise prospective and current students, as well as the public, in person, by telephone and in writing, about the various financial aid plans, file processing, eligibility requirements, obligations and ministerial procedures.

• Act as a resource person for students to facilitate the financial aid application process and provide information on procedures, ministerial and school regulations.  

• Provide courteous and prompt service in accordance with University standards and project a positive image of the University of Ottawa to all clients. Handle emotional or hostile customers in a professional manner.

• Interprets data in the student information system and departmental databases to communicate to applicants the status of their financial aid application and the contents of their file, while respecting the confidentiality of the file.

• Carry out quality control checks throughout the financial aid award years and resolve file-related problems by providing up-to-date explanations to applicants and referring the most complex problems to the advisory team or supervisor in order to ensure optimum customer service. 

• Ensure receipt of documents from candidates wishing to submit their documents in person.

• Confirm students' academic and financial information with the various ministries to determine eligibility for financial aid.

• Rigorously maintain the various departmental (10 databases) and departmental databases to ensure data and file integrity. 

• Regularly inquire about the requirements of all bachelor's degree programs (grade point averages, prerequisites and other specific requirements), University of Ottawa regulations and administrative procedures in order to be able to approve or cancel requests for program modifications (MPE).

• Find effective solutions to problem situations presented by clients and refer more complex cases to the consulting team or supervisor.

• When necessary, participate in special projects or GES events. May be called upon to train work-study students or new colleagues. 

What will you bring:

• Post-secondary education in a relevant field or equivalent experience.

• Minimum 2 years experience in customer service to act as a resource person.

• Minimum 2 years' experience in interpreting, explaining and applying regulations and procedures.

• Experience in data entry and verification.

• Experience in the use of various software programs such as CRM, word processing, e-mail, Internet, as well as databases.

• Tact, diplomacy and ability to relate and communicate effectively in both official languages in person, by telephone, e-mail and in writing.

• Good judgment, attention to detail and attention to detail.

• Ability to acquire and retain a multitude of regulations, procedures and information of a very specific nature.

• Ability to understand and interpret customer needs.

• Organizational skills and ability to work quickly and under pressure.

• Ability to work as part of a team.

• Knowledge of University structures, regulations and exceptions (an asset).

• Bilingualism - French and English (oral and written).

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 hrtalentmanagement@uottawa.ca 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.