Part-time Fees Officer

Position Summary

Support Staff Regular Part-time Position

(First consideration for Support Staff and Academic positions will be given to internal applicants in accordance with the respective Collective Agreements)

The Fees Officer is responsible for managing all aspects of student fees within the Registrar’s Office for both domestic and international full-time programs. This includes handling inquiries from students, applicants, alumni, and prospective students regarding payments, refunds, and accounts, both in-person and virtually. The role involves processing incoming payments and refunds, issuing payment documentation, following up on overdue accounts, and processing payment schedules for Better Jobs Ontario. Additionally, the Fees Officer collaborates with various Registrar’s Office service areas, such as Client Services, Records, Admissions, and Student Financial Services, as well as International service areas and other College resources. The role also requires engagement with community and government policies.

Successful candidates will be required to conduct work within Ontario and must be available to work on campus as required. It is anticipated that this position will meet the needs of the department through a hybrid work arrangement with one to three days on-site at the Doon campus, located at 299 Doon Valley Drive, Kitchener, ON N2G 4M4. The Fees Officer will be scheduled for 24 hours per week, with hours scheduled between Monday to Friday, 8:30 a.m. to 4:30 p.m.

Responsibilities

Student fees management and support

• Provides detailed and personalized information on student fees, including refunds, invoices, payment processing, and follow-up procedures
• Evaluates and advises students on fee follow-up procedures, including the assignment of late fees and management of overdue accounts; makes exceptions for late fees and financial holds as necessary, in consultation with the Manager for escalated or unclear cases
• Investigates and responds to client feedback and complaints, including escalated student concerns about fees and refunds, in collaboration with the Finance department and relevant service areas
• Receives and validates documents for international student status changes and submits them to the Coordinator, Client Services, and Student Fees
• Offers front-line support for student timetables, including reviewing fees, registration status, visa/study permit information accuracy, and application status
• Responds to a high volume of emails regarding all aspects of student fees, verifies student and account details in the Student Information System (SIS), and refers inquiries to appropriate service areas
• Maintains a working knowledge of global practices, including Immigration, Refugees and Citizenship Canada (IRCC) policies and restrictions, as well as global financial markets that may impact the student population
  
  

Student financial services

• Utilizes the Laserfiche system to validate, complete, and approve student refund requests; manually requests refunds with the Finance department when necessary
• Approves refunds based on existing procedures and eligibility criteria; ensures eligibility regarding withdrawals and application closures, and communicates with students if these are not completed accurately
• Reviews, validates, and enters all relevant payment details for the Finance department to initiate refund requests
• Reviews relevant documentation for eligibility, including Immigration, Refugee, and Citizenship Canada (IRCC) documentation and provincial financial aid Ontario Student Assistance Program (OSAP) information, and adjusts the refund amount/distribution accurately
• Ensures all web banking payments are posted to the Financial Information System (FIS) and accurately represented in the Student Information System (SIS)
• Validates payments received via web banking and international methods (Flywire, PayMyTuition, Convera) and provides confirmation letters to first-year, level 1 international students for visa applications within 72 hours of payment
• Manages delinquent accounts, including assessing, applying, and reversing late fees, as well as handling student registration holds and collections in coordination with the Finance team
• Communicates with students about delinquent fees, including late fees, overdue fees, and registration holds
• Supports government student programs by creating tailored fee funding correspondence for clients with special circumstances (e.g., Better Jobs Ontario, WSIB), ensuring accurate program admission requirements, study hours, and book costs are reflected
• Maintains training documentation and manuals, ensuring effective process management is documented for reference
  
  

Client services support for student fees

• Assists Client Services during high volume periods or when additional coverage is needed for Student Fees inquiries, in collaboration with Student Records and Student Financial Services
• Utilizes queueing software to handle fees-related inquiries
• Confirms if inquiries pertain to Student Financial Services/OSAP or Student Records and direct them to the appropriate service area
  
  

Qualifications

• Two-year diploma in Office Administration, Business, Social Sciences, or a related field is required
• Minimum two years of relevant practical experience in a customer service environment is required, preferably in an office, financial, or post-secondary setting
• Ability to understand and work with financial information and large databases
• Demonstrated ability to work in dynamic and demanding situations, multitasking to meet deadlines
• Ability to determine when flexibility can and should be exercised
• Excellent interpersonal, public relations, and communication (written, verbal, and listening) skills, with demonstrated use of diplomacy, tact, and conflict resolution abilities
• Ability to communicate and explain information to students whose first language is not English in a concise and understandable manner
• Demonstrated ability to handle sensitive and confidential information with discretion
• Creative problem-solving skills to resolve complex issues and develop solutions to address student needs and inquiries
  
  

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