Senior client support consultant helping CIBC, a relationship - oriented bank, improve client service and advisory practices. Coaching leaders, analyzing service trends, and driving operational consistency.
About the role
- Client Services Advisor supporting University of Toronto admissions, financial aid, and awards enquiries. Reviewing applications, maintaining records, and assisting prospective and current students.
Responsibilities
- Act as the first point of contact for general enquiries
- Respond to inbound telephone and email enquiries related to admissions, financial aid, and awards
- Provide detailed information on processes, policies, procedures, financial aid issues, financial awards, and admission requirements
- Respond to enquiries within the defined scope and redirect non-standard, difficult, or complex queries as appropriate
- Troubleshoot and resolve routine issues
- Respond to complaints and assess whether escalation to the supervisor is required
- Review admission applications for completeness
- Update application statuses in the admissions system and applicant portal
- Update and maintain database records
- Provide non-supervisory administrative guidance and day-to-day on-site support
- Support training as a resource to others
- Attend the Universities Fair and designated on-campus University Open Houses as required
Requirements
- Bachelor's Degree or acceptable combination of equivalent experience
- Minimum of two (2) years’ experience providing detailed explanation of policies and procedures related to admissions in a post-secondary educational institution
- Experience applying admissions policies and strong understanding of undergraduate and second entry programs
- Excellent customer service skills, with tact and diplomacy when dealing with students, staff, diverse applicant populations, and upset or irate clients
- Familiarity with the university’s student information systems or a comparable system
- Advanced computer skills, including word processing, creating and manipulating spreadsheets, and navigating multiple websites and systems concurrently
- Excellent oral and written communication, interpersonal, and organizational skills
- Ability to adapt quickly and accurately to new procedures and changing conditions
- Ability to use independent judgment and discretion when responding to enquiries
- Ability to maintain composure under pressure
- Experience working with education systems worldwide is an asset
- Experience with document management systems is an asset
Benefits
- Annual step progression to a maximum of $86,855
- Full-time continuing budget appointment
- Accessibility accommodations throughout the application and hiring process
- Diversity and inclusion support
- University employee benefits are not otherwise specified
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