Client Services Representative – Manitoba Student Aid

Location: 1181 Portage Avenue, Winnipeg, MB
Contract Duration: Until approximately March 31, 2027
Number of Positions: 4
Classification: Clerk 3 (CL3)
Rate of Pay: $16.40/hr

The CSR is generally a client’s first point of contact when contacting the MSAP. Under the direction of the Supervisor, the CSR provides accurate information in response to individual requests about the MSAP and related services from the public, in-person, by email, website, or by telephone. This position involves extensive public contact and requires a friendly approach, the ability to empathize with clients and the ability to remain composed under pressure.

POSITION DUTIES AND RESPONSIBILITIES

Client Service (75%)

• Answers in-person, telephone, website, or email inquiries from the general public, clients and stakeholders. Answers, on average, 10 telephone or 8 in-person requests for information per hour.
• Considers all inquiries and makes recommendations for priority processing or exceptional review. Where appropriate, refers to other staff within the branch, department or division.
• Provides accurate and complete information relating to the MSAP and CSLP, including information about loans, bursaries, the Manitoba Scholarship and Bursaries Initiative and the Manitoba Bursary.
• Assists students with submitting applications by explaining information, process requirements.
• Explains assessment results as well as policies, procedures and requirements as they relate to student aid funding disbursement.
• Considers the client’s situations for possible referrals to other agencies. Provides information on other available funding sources.
• Maintains record of contacts using the Customer Relationship Management (CRM) system for all client contacts.
• Replies to inquiries in writing, including emails received via the MSAP website using template responses if applicable.
• Responds to general inquires from other areas of government.
• Assists clients who are experiencing difficult or confusing situations by providing appropriate support and alternatives as well as seeking to understand the client’s perspective.
• Facilitates user access account resets on Student Aid portal online accounts upon request.
• Reviews student applications for accuracy.
• Verifies documentation received for completeness and accuracy. Works with clients and other stakeholders to clarify missing information or areas of misunderstanding.
• Documents activities performed on applicants’ files in SFAIS and CRM
• Enters information received from internal and external stakeholders.

Manages Documentation (15%)

• Processes incoming and outgoing correspondence by sorting and disbursing correspondence appropriately within the branch.
• Receives correspondence, date stamps, changes the status in SFAIS, and tracks statistically.
• Reviews all received correspondence for completeness, returns incomplete documents to clients when applicable.
• Retrieves document received from the front counter and the assigned MSA dropbox for verification and processing in SFAIS.
• Prints and releases attached submitted document received via email for processing, referral and routing to appropriate unit.
• Moves, distributes correspondence to paper files, including matching correspondence to paper student files.
• Updates status of applications in SFAIS.
• Maintains statistical tracking of weekly email and front counter service.
• Scans and uploads documents, as required.

Branch and Unit Support (10%)

• Maintains a thorough knowledge of relevant procedures, policies and legislation.
• Contributes to procedures, standards of work and other guiding documents.
• Participates in ongoing review and update of all procedures and standards of work to reflect policy, legislation and system changes. Develops other internal reference materials.
• Is aware of security within the building, documenting and reporting any incidents or suspicious matters that occur.
• Develops and revises standard of work documents for the unit.
• Supports peer staff in completing training plans and offers solutions or helping enhance their understanding of policy and procedures.
• Assists, upon request, with other processing, document handling or office activities. Also assists, upon request, in providing program overview to both internal and external stakeholders.
• Relays extenuating circumstances surrounding a student’s application to appropriate authority for action/decision.
• Relays feedback from the public served regarding the clarity and effectiveness of applications and other printed materials.
• Reports all changes and updates to processes and, potential risks to the Supervisor responsible for the CSI Unit.
• Supports other government program staff by requesting clarification, orally and in writing, regarding common clients.
• Provides advice and expertise on SFAIS and MSAP policy and procedures to others in the branch, division and department.