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JOB SUMMARY

The Residence Administration Assistant is responsible for the student housing contract offer and assignment process, and maintaining student financial accounts for housing and meal plan. This position acts as a resource to students, parents, sponsorship agencies and UBC staff, while providing project support for Student Housing and Community Services (SHCS).

ORGANIZATIONAL STATUS

This position reports to the Residence Administration Manager, SHCS. Interacts daily with operational areas of SHCS and maintains essential relationships with campus partners and outside sponsorship agencies.

WORK PERFORMED

Major Responsibilities:

1. Coordinates Student Housing contract offer and assignment process by:

Preparing online Student Housing contract offers and assignments based on priority of student group, ensuring building capacities reach full potential year round.

Preparing room assignments and transfers based on student preferences and roommate requests. Processing contract cancellations. Reviewing cancellations, administering cancellation fees, and processing refunds, in a timely manner to optimize revenue.

Reviewing applicant eligibility for prospective applicants and current residents and takes appropriate action for those who do not meet guidelines.

Identifies and resolves moderately complex problems related to issues of assignment.

2. Maintains student housing and meal plan financial accounts by:

Ensuring student housing and meal plan accounts are kept up to date by academic session, following up on payment deadlines and collecting outstanding fees or processing refunds to reconcile student accounts.

Processing transfer of funds made in error to UBC Vancouver or tuition account.

Checking financial balances for accuracy, investigating and correcting discrepancies in accounts and processing journal vouchers.

Discussing and approving payment deferment options with students and monitoring compliance. Administering billing process for campus partners and sponsor agencies. Identifying and advising Residence Administration Manager of excessively past due accounts for additional action.

3. Provides customized service to students by:
Advising and recommending appropriate options to student, parent and staff queries regarding housing and meal plan, as well as referring students to appropriate campus partners for information and advice. Using tact and discretion when resolving student concerns, assessing appropriate level of action to take and following through to ensure resolution.
Taking initiative to resolve problems and make decisions to address issues arising outside normal
procedure.

Maintaining positive relationships and open communication with SHHS staff, campus partners and external sponsorship agencies.

4. Responsible for preparation and delivery of communication to residence community by:
Composing and sending batch email communication to students for all areas of SHHS ensuring
appropriate timing and accuracy of information.
Maintaining Student Housing Facebook and Twitter accounts in a professional manner.
Reviewing and updating Student Housing website for accuracy and editing information at critical times of the year. Preparing/coordinating print material and large student mailings.
Occasionally representing SHHS at information sessions to promote Student Housing at UBC Okanagan.

5. Supporting other administrative duties by:
Providing housing back-up coverage for the Front Desk - Housing and Hospitality Assistants.
Balancing departmental petty cash and purchase card reconciliation.
Ordering office supplies for all portfolios within SHCS.

6. Performs other related duties as required.

CONSEQUENCE OF ERROR

Thorough knowledge and understanding of guidelines, policies and procedures of Student Housing and Hospitality Services is essential. Must exercise judgement and initiative for interpreting and adapting guidelines and providing options in order to address issues outside of normal procedures. Errors or incorrect work/decisions may result in missed opportunities for providing housing to students, effective delivery of service and support to students or staff, or financial hardship to the student. Lack of judgement can seriously jeopardize operational effectiveness and negatively impact revenue for an ancillary department. This position must exercise considerable tact and confidentiality regarding personal circumstances requiring unique solutions, as to not affect the student's privacy or UBC's reputation.

SUPERVISION RECEIVED

Works independently using sound judgement and flexibility to address decisions relating to policy and procedures, while setting work priorities to manage deadlines. Works under the general direction of the Residence Administration Manager and will consult on matters of complex issues.

SUPERVISION GIVEN

May train other staff in the use of housing and meal plan technology, systems and processes. May, on occasion, assign general tasks to front desk staff.

QUALIFICATIONS

Completion of secondary school (Grade 12) or equivalent and graduation from a two year post-secondary program in Business Administration (University degree preferred), with 3 years' related experience, or an equivalent combination of education and experience. Proven customer service skills, providing excellent, efficient and accessible service. Excellent written and oral communication, interpersonal and organizational skills. Experience working in an educational environment interacting with students and knowledge of campus resources and services is an asset. Experience and knowledge working with basic accounting practices in an accounts receivable environment. Intermediate computer proficiency required - Word, Excel, Outlook, WordPress and databases. Experience working with online social media platforms. Demonstrated ability to maintain accuracy and attention to detail, while prioritizing work with conflicting demands and working under pressure to meet deadlines. Must demonstrate flexibility and use of excellent judgment and discretion working with policy/public.