City : Hamilton

Category : Full-Time Support

Industry : Education

Employer : Mohawk College

Status: Full Time

Hours: Monday – Friday, 35 hours/week

Home Campus: Fennell (hybrid work arrangements available)

Rate of Pay: Payband F (Start Rate: $31.05 per hour) 

Posting Date: November 13th, 2024

Closing Date: November 19th, 2024 at 7:00 pm EST

Preference will be given to qualified employees within the Full Time Support Staff bargaining unit, Appendix D (in the role for 6 consecutive months) and RPT employees who have passed probation at Mohawk College.

We believe the rich diversity among our students and the communities we serve should be reflected within our workforce. As educators, we believe it is important to act and show leadership in advancing the principles of reconciliation, equity, diversity, and inclusion in our community.

The Applicant and Student Liaison Representative reports to the Manager, International Admissions within the International and Partnerships division. The incumbent supports the achievement of international enrollment and overall student experience by providing superior customer service along the student journey. This role is integral to creating a sense of belonging at Mohawk College as they are the first point of contact for international students. This role performs a broad range of duties, including welcome desk coverage, applicant screening, registration, and student information provisioning to students, agents, staff, faculty, and third-party representatives.

The role is required to be on campus a minimum of three days per week to a maximum of five days per week during peak periods.

What you’ll be doing:

Welcome Desk and Student Experience

•  Responds to a wide range of inquiries, received in person, telephone, and email, regarding college procedures and general information, immigration, registration, admissions, international student services, financial assistance, and other services directly related to the international student experience.
• Acts as the welcoming support and first point of contact for visitors (applicants, international students, agents, staff, faculty, and third-party representatives) to the International and Partnerships department across the collaborative international spaces.
• Directs specific subject matter questions to experts within the department, the Registrar’s Office, other Mohawk services and/or the academic schools as appropriate for further assistance. Assist students with booking appointments with International Services staff.
• Proactively responds to and resolve issues relating to applicant admissions or pre-registration. Employs strong communication and listening skills to de-escalate situations and identifies ways to support applicants.
• Communicates with students and other partners using discretion, confidentiality, diplomacy, and sound judgment with respect to enquiries via telephone, in person, or email.
•  Tracks enquiries by inputting identified data points such as enquirer information and applicant data in the department’s inquiry management system and liaising with the recruitment team as needed to support applicant conversion.
• Supports with the communication of standardized admissions and pre-registration communications to applicants via established communication channels – international applicant system or e-mail.
• Creates and maintains template communications for the team to ensure that replies are consistent, relevant, and accurate.

Application Screening and Registration Support

•  Reviews applications received through the international SISs, ensuring applicant details are accurate and that documents submitted for admission are complete and meet the requirements for assessment before forwarding the application to the Admissions Officer for a final decision.
• Possesses a detailed understanding of all programs offered by Mohawk College, those that are available to international applicants and explain the requirements and procedures for applying to Mohawk College
• Verifies acceptance and enrollment letters through the IRCC Letter Verification portal.  Ensures that any updates to a student's status within their intended intake are reported directly to the IRCC. Respond to IRCC requests to authenticate past admissions and enrollment letters within 24- to 48-hours.
• Thorough knowledge of the policies and procedures of the admissions and registration process for International Students, including requirements, fees, visa applications, deferrals, and refunds
• Manages student information and input data into multiple systems (i.e. Banner, International SISs)
• Requests additional supporting documentation from the applicant or agent so the application can move to the assessment stage.
• Consults with International Admissions Officers, Coordinator and Manager to ensure that non-standard applicants are properly vetted.
• Tracks and sends out reminders and follow-ups to students and agents as required for incomplete applications.
• Removes student holds by reviewing the approval listing and IRCC documentation provided by the student to allow them to select a timetable during the start of the term. Assist with additional registration tasks that facilitate student enrollment.

Process Improvement and Knowledge Sharing

•  Identifies issues and service gaps that present barriers for applicants, preregistered or current students and recommends solutions to the Manager, International Admissions for new or revised procedures where efficiencies can be achieved.
• Responsible for maintaining a comprehensive understanding of international processes and procedures by contributing to the development and upkeep of the departmental knowledge base, ensuring that accurate and current information is provided to students and applicants.

Other duties as assigned.

What you’ll bring to the role:

•  A minimum of two year post-secondary diploma/degree Business Administration, Marketing, International Business, Communications, or related fields; or equivalent combination of education and experience.
• A minimum of 3 years of practical experience in a service-oriented environment within an educational setting, primarily related to supporting applicants, students and staff with experience managing multiple databases and being the first point of contact.
• Demonstrated commitment and understanding of human rights, equity, diversity, inclusion, and accessibility.
• The ability to communicate and work effectively with diverse students, employees, and communities.

The successful candidate will also be able to demonstrate the following knowledge, skills and attitudes obtained through previous work experience:

• Be approachable and relatable to all members of the college community – the ability to positively relate to applicants, students, faculty, staff, administration, and the public in a variety of situations (one-to-one and in groups) is essential.
• Demonstrated use of initiative in workload planning and a proactive approach in addressing customer concerns. Providing adequate follow-up to complaints and concerns.
• Ability to remain calm during an emergency or when dealing with difficult people or situations.
• Proficiency in and experience with business computer applications, including MS Office (Word, Excel, PowerPoint, etc.) Strong research skills are necessary with the ability to learn and adapt to new software applications.
• Very strong analytical, communication and writing skills, especially where English comprehension may be a challenge.
• Demonstrated organizational skills and ability to handle multiple tasks, frequent interruptions, and fluctuating volumes. Knowledge or experience with project management would be an asset.
• Team oriented: demonstrated intrapersonal skills and an ability to work effectively in a team environment is essential.
• Knowledge of post-secondary education systems – knowledge of college programs, student policies, student services, student success initiatives, and corporate databases, including Banner or similar student information management systems, would be an asset.

What we offer:

•  Defined Benefit pension plan (CAAT) with contributions matched by Mohawk College. 
• 93% top up of maternity and parental leave pay for 52 weeks.
• Progressive vacation plan starting with 15 vacation days plus annual holiday closure.
• Access to Employee Family Assistance Program including counselling services, financial literacy services, nutrition advice and more.
• Comprehensive benefits package including health, dental, vision, paramedical services (massage therapy, acupuncture, naturopath, psychotherapy and psychology), short-term and long-term disability.
• Ability to take courses at a reduced rate for employees and dependents.

To find out more about working at Mohawk College, please visit https://www.mohawkcollege.ca/about-mohawk/careers-at-mohawk

We are committed to reconciliation and nurturing an inclusive, diverse, equitable, and accessible (IDEA) environment for everyone who learns and works at Mohawk College. We welcome applications from racialized persons, women, Indigenous people, persons with disabilities, 2SLGBTQIA+ persons, and others who may contribute to the further diversification of ideas.

The College is committed to fostering inclusive ad barrier-free recruitment and selection processes. If you require accommodation during any stage of the recruitment process, please contact Human Resources.

To learn more about Mohawk College’s commitments, please visit the Mohawk College strategic plan webpage: https://www.strategicplan.mohawkcollege.ca/