Reporting to the
Director, Admission Services, the Customer Service Officer – BJO and WSIB
supports the success of the institution’s enrolment plan as defined by Durham
College’s SEM framework by providing exceptional service to Better Jobs Ontario
(BJO) and Workplace Safety and Insurance Board (WSIB) clients and prospective
domestic students and applicants.
As the Customer
Service Officer for BJO and WSIB,
the incumbent is responsible for providing administrative support and
information to both full-time and
Continuing Education post-secondary students. The incumbent acts as the primary
contact for BJO and WSIB students and is responsible for answering student
inquiries and providing exceptional customer service. The incumbent prepares and ensures the
accuracy of all documents related to the BJO Proposal package(s), including
fees and the academic plan, before submission to Ministry of Training,
Colleges and Universities (MTCU). The
incumbent manages tracking of BJO and WSIB applicants/students throughout their
studies and ensures records are up to date to ensure compliance with provincial
reporting requirements. This position also requires that the incumbent
answer questions from employment agencies and MTCU, on the details contained in
the proposal packages and DC programs and services.
The incumbent acts
as the secondary contact for prospective students and applicants and assists
clients with the application process, admissions and program information,
direction to appropriate resources, and referrals to appropriate departments.
The incumbent assists with project-based admissions activity at peak times. This position also maintains excellent
working relationships with staff, internal departments and schools to provide
optimum service to applicants. The incumbent must be flexible in busy periods
(e.g. during semester start-ups) to assist all other members of student
recruitment and admissions staff with overflow work when required.

WSIB and BJO Coordination:
Operationalizes WSIB and BJO processes
Communication:
Communicate with college staff, departments and external agencies as required to support all BJO and WSIB applicants/students
Participate in the development of strategic enrolment management initiatives
Ensures accurate and timely responses to general admissions email account
Initiates professional communications with applicants to resolve outstanding admission requirements (PR card, transcripts, admission-related supporting documents)
Respond in a timely, error-free, and factually accurate manner to BJO and WSIB inquiries; phone, email and in-person inquiries regarding preparation for post-secondary programs and services
Meet with the Director, Admission Services on a regular basis
regarding operational policies and procedures to ensure accuracy and
relevancy
Liaise with community agencies so they have up-to-date college
resources and event information
Participate in recruitment events such as the OCIF, open house and information session type events, engaging with prospective students and second career inquiries
Advise prospective students with admissions and program information and application processes, and assessment of post-secondary eligibility and referral to other college services as needed
Act as the primary point of contact for all WSIB and BJO stakeholders within the college and external community agencies
Prepare BJO proposal packages based on Ministry of Training, Colleges and Universities (MTCU) standards and internal verification of course availability, including financial worksheets, Training Research Proposals, Programs of Study and other required documents for both full-time post-secondary and Continuing Education applicants and students
Provide Employment Ontario with amendments to proposals as and if changes occur to tuition, fees, start/end dates etc. as well as final offer letters if required
Coordinate and maintain effective tracking of BJO and WSIB applicants/students including ensuring the correct student type at all times for accurate data capture for audits including tuition and funding revenue for each student. Complete audits and investigate discrepancies between Ministry reporting and Durham College financial records
Prepare billing and progress reports at the end of each semester for WSIB clients including fees paid and owing, ensure follow-up for payments with accounts receivable. Create deferments on student accounts
Act as a front-line functional resource for investigating and trouble-shooting BJO and WSIB audit records, the incumbent may liaise with the SES Systems team to assist with rectifying errors or identifying discrepancies
Serve as the primary support for the Customer Service Officer – Admissions, handling applicant communications and document management during peak periods and staff absences