CUPE 2950 (Cler/Secr/Library)
CUPE 2950 Student Info Support
Student Info Support 3b (Gr6)
Student Experience Co-ordinator (CBS-DAP)
The Sauder School of Business
Sauder-Continuing Bus. Studies
Desired Start Date:
The Sauder Continuing Business Studies (CBS) Student Experience Coordinator provides administrative support to maximize the entire experience for students in the Diploma in Accounting Program (DAP) and Continuing Business Studies (CBS) programs. The incumbent supports students, program managers and leaders, directors and instructors in the marketing and recruitment, admissions and registration, course delivery and instructor support, graduation and alumni outreach efforts. The position also acts as the front line customer service representative for the unit and sets the tone and first impressions of students' educational experience by providing accurate and comprehensive program information to prospective students, facilitating a smooth transfer from initial inquiry, to program application, to course registration and finally to on-going course administration. The incumbent resolves issues, supports the day-to-day functions, including administrative tasks related to course scheduling, registration, monitoring academic performance, and program requirements. The position is required to liaise with various related UBC Sauder and UBC Administrative offices for the successful scheduling and delivery of courses and advancement of the students. The incumbent also acts as a resource person for instructors and staff on the in-house registration systems, the Student Information System (SIS) and the various Learning Management System (LMS) platforms (e.g., Moodle, Canvas and Blackboard).
The position is managed by the unit's Program Leaders, Associate Director and Executive Director. Also receives instructions and work assignments from the Manager, Business Development and the Manager, Student Experience.
Marketing and Recruitment
- Responds to prospective student inquiries, in person, via telephone, e-mail and social media platforms for various programs. Advises prospective students on questions regarding program information, admission requirements, and course selection, referring complex questions to Program Leaders and/or Managers.
- Develops and maintains relationships with students and advises accordingly, throughout their program.
- Monitors the general voice mail and e-mail inboxes and answers or directs inquiries appropriately and in a timely and professional manner.
- Maintains program web sites and social medium platforms for student support services including course updates, and curriculum and program changes and application and registration deadlines and provides suggestions for content and/or procedural improvements related to external communications
- Supports the coordination of webinars, information sessions, conferences and other promotional events as necessary by booking meeting rooms and setting up logistics.
- Represents the unit at promotional events, information sessions, education fairs, conferences and other public functions as required, some of which occur outside of normal office hours.
- Supports in organizing focus groups, surveys and other market research initiatives as required.
- Supports new program initiatives including market research, administration of registration, scheduling and coordination of event requirements
- Prepare and administers surveys for student satisfaction. Compiles data for analysis as required.
- Organizes recruiting events including booking events and refreshments, collating and shipping materials, managing registration, and summarizing feedback and correspondence with prospects and attendees.
- Maintains inventory of all promotional materials and re-orders as required.
- Maintains a thorough knowledge of the designation regulations and requirements of the various professional organizations and explains to prospective students how the unit's programs ad courses can assist them in meeting those requirements and their educational objectives.
Admissions, Registration and Student Record and Financial Administration
- Processes and organizes program application forms and other associated documentation
- Maintains student records and administrative files and archives student files.
- Corresponds with applicants on status of application and follows up on missing documentation.
- Obtains and processes financial information regarding student loans and other sources of funding (e.g., tuition waivers)
- Documents, reconciles, and resolves discrepancies with course and program financial receipts and processes refunds for students.
- Follows up with students who have not submitted payments and/or have balances owing.
- Assists with resolving difficult and/or non-routine course registrations and student financial issues and refers complex issues to program leaders.
- Prepares financial summary reports as required.
- Ensures admission documents flow through admission process in a timely way and identifies bottlenecks and other issues affecting the efficient processing of incoming documentation. Makes recommendations to improve admission cycles and application processing
- Prepares enrolment confirmation letters for students upon request.
Course Delivery and Instructional Support
- Provides student access to online courses via learning management systems and resolves any online access problems.
- Administers procedures for online courses including launch and closure of courses.
- Monitors course enrolments for course go/no go decisions
- Assists with course scheduling and room bookings for the various programs/classes and communicates with instructors and students regarding room changes, instructor assignments and other issues that may arise regarding scheduling.
- Maintains and orders books and other required items for course delivery.
- Provides instructors with their class lists and coordinates their audio-visual needs
- Provides guidelines on classroom administration to new lecturers.
- Assists with the production and distribution of course materials for instructors.
- Enters course schedule details into the registration database
- Publishes and updates course outlines and course schedules on the course LMS.
- Posts course start dates and other relevant course information to social media platforms.
- Investigates student complaints of an administrative nature or with respect to instructors.
- Provides administrative support to the lecturer evaluation process including the preparation and summarization of instructor evaluations and student satisfaction surveys
- Reviews lecturers' invoices for accuracy and submits for approval
- Reviews and approves routine temporary leave of absence requests.
Graduation and Alumni Development
- Monitors student grades, evaluates and determines students' eligibility to graduate based on set guidelines.
- Corresponds with students regarding program completion requirements
- Reviews graduation applications in accordance with established program policies.
- Actively follows-up with eligible students who have not applied to graduate.
- Issues transcripts and graduation certificates.
- Monitors graduates related to their designation completion, career progression and alumni successes and advises Program Leaders, Managers and Directors.
- Assists in organizing celebratory events for graduates and alumni by booking rooms, catering and other aspects to make the even function.
- Creates and manages lists of alumni willing to participate in recruitment and student events with the assistance of the Program Leaders and Managers.
- Coordinates congratulatory letters, administers alumni surveys, and summarizes data collected for the Program Leaders and Managers.
- Compiles alumni and graduation statistics as required.
- Assists departmental staff with administrative tasks when required.
- Composes routine correspondence including proofing and typing of letters, reports, and other documents.
- Generates reports and compiles program statistics from the registration system and student information management systems on enrollment, graduation, space utilization and financial data, as needed.
- Provides input into departmental policies and develops and implements administrative procedures with the goal of improving program operational efficiencies.
- Recommends innovative procedures and practices. Participates in program development and suggests new ideas for consideration and development.
- Orders and maintains office supplies, equipment, and other products.
- Provides backup coverage for other staff as needed or assigned
- Trains new or temporary staff where applicable on administrative procedures and initiates new employees into office routines and procedures
Performs other duties related to the qualifications and requirements of the position
The incumbent works under limited supervision and exercises judgment and initiative in dealing with non-routine matters. Performs most duties independently, consulting when necessary program leaders and/or managers and directors. Receives detailed instructions on new assignments and projects.
May supervise temporary staff.
Consequence of Error/Judgement
This position is a crucial component of the administration of the CBS-DAP programs as it sets the initial tone and first impression of the student's educational experience. A positive experience at the onset maximizes students' goodwill while in the program as well as after graduation when students become alumnae of the University. The on-going well-being of the organization depends on the unit's reputation within the professional and business communities. Decision-making is based on a thorough knowledge of policies and procedures of the University and the UBC Sauder School of Business. Consequence of error is high and poor decisions, judgment, or errors would adversely impact the Continuing Business Studies and Diploma in Accounting Program students' academic progress and/or career opportunities. Errors in judgment and communication may also lead to students not being able to graduate and/or inefficient operations and loss of opportunities for the unit. This in turn would jeopardize the reputation and the financial well being of the UBC Sauder School of Business and the University of British Columbia. Interaction with applicants, students, alumni, and faculty is largely unsupervised and therefore tact and professionalism is required at all times.
High School graduation and 1 year post-secondary education. A degree in business or related discipline is preferred. 3 years relevant experience or the equivalent combination of education and experience. Experience working in a fast-paced, professional environment preferred. Intermediate level computer experience required including Word, Excel, Outlook, and PowerPoint. Website editing and experience with common Learning Management Systems preferred. Knowledge of social media and current technologies preferred. Familiarity with and understanding of the University environment related to advising professional students. Knowledge of University policies and procedures as they relate to the Diploma in Accounting Program and Continuing Business Studies preferred. Knowledgeable about professional designations and industry changes.
Strong oral and written communication, interpersonal and organizational skills required. Ability to create Excel spreadsheets and formulas and perform appropriate calculations. Ability to prioritize and meet deadlines. Ability to compose routine correspondence and other business related correspondence in clear concise business English. Excellent customer services skills are essential.
Ability to type 50 w.p.m. and to operate normal range of office equipment. Ability to exercise tact and discretion. Ability to prioritize work, multi-task and meet deadlines. Ability to maintain accuracy and attention to detail. Ability to adapt to changing priorities and circumstances. Ability to function as a member of a team but also work independently with minimal supervision.
Equity and diversity are essential to academic excellence. An open and diverse community fosters the inclusion of voices that have been underrepresented or discouraged. We encourage applications from members of groups that have been marginalized on any grounds enumerated under the B.C. Human Rights Code, including sex, sexual orientation, gender identity or expression, racialization, disability, political belief, religion, marital or family status, age, and/or status as a First Nation, Metis, Inuit, or Indigenous person.
All qualified candidates are encouraged to apply; however Canadians and permanent residents will be given priority.