Records and Registration Officer

DUTIES

The Records & Registration Officer is an Enrolment Services team member with specific responsibility for performing specialized administrative functions related to creating and maintaining accurate student records. The Records & Registration Officer provides service-oriented support to TRU students, alumni, staff, faculty and external stakeholders regarding registration, courses, academic programs, grading, transcripts, graduation processes, and related university policies and procedures. The Records & Registration Officer responds daily to high volumes of inquiries; this includes conducting assessments and validating documents in accordance with approved university policies and procedures; registering students in courses; maintaining student records in an enterprise relational database; and producing all academic transcripts for current students and alumni. The Records & Registration Officer investigates student concerns and works with colleagues in other university departments to identify and facilitate resolutions. Detail-oriented and service-oriented qualities are essential for this role.

MAJOR DUTIES & RESPONSIBILITIES.

1. Creates, updates, processes and verifies student, course and program records (paper and electronic) in an enterprise relational database, ensuring accuracy and following approved policies and procedures.
2. In accordance with Senate policy and office procedures, evaluates and determines student eligibility to update personal information and make course and program changes.
3. Processes registrations and manages waitlists for TRU students in a timely manner.
4. Investigates registration errors, provides guidance and facilitates resolutions.
5. Provides prompt, accurate and effective resolutions to student inquiries and concerns.
6. Liaises with and provides guidance to, various internal areas and departments, including but not limited to Finance, Continuing Education, Admissions, International Admissions and Records, University Scheduling Services, Open Learning and advising groups, with respect to course section creation, fees and payment issues.
7. Processes Continuing Education applications and related course registration payments.
8. Maintains current knowledge of Senate approved academic policies and related procedures and applies to everyday operations.
9. Enters data into an enterprise relational database with speed and accuracy.
10. Responds to inquiries (email, telephone and in-person) and provides information and guidance on TRU’s programs, academic policies, grade changes, graduation processes, education verifications, personal information updates, and fees and payment policies.
11. Generates various form letters and institutional artifacts (including, but not limited to, official transcripts, parchments, confirmation of enrolments, registration data forms, declarations of attendance, course outlines).
12. Compiles reports using established reporting tools and distributes to various university stakeholders.
13. Creates and maintains resource material such as manuals and procedure documentation to ensure up to date and consistent procedures and practices.
14. Uses professional judgement and interpretation of enrolment and graduation data to prioritize work and make recommendations for process improvements in alignment with institutional strategic enrolment goals and objectives.
15. Maintains confidentiality of student records and adheres to current privacy legislation.
16. Assists with training and ongoing support to existing and new team members.
17. Processes graduation audits for all TRU students and organizes graduation related aspects of convocation, including distribution of graduation applications in accordance with policies and deadlines. Assists at convocation ceremonies.
18. Performs the digitization of paper records into the student information system, streamlining access and management of record retention.
19. Assists with functional testing of new and existing student-related systems applications.
20. Provides administrative support to the team such as producing notices and creating staff and training meeting notes.

REPORTS TO
Management within the Registrar's Office, as assigned

QUALIFICATIONS

EDUCATION:

• Associate degree or two-year diploma or equivalent post-secondary education

EXPERIENCE:

• Three years’ related experience in a post-secondary institution or related environment, including
  • 1 year experience working in a dedicated student service area
  • 2 years’ experience in records management
  • Data entry in an enterprise relational database and knowledge of reporting software

SKILLS KNOWLEDGE OR ABILITIES RELATED TO THE JOB

• Demonstrated ability to perform electronic word processing and data entry in an enterprise relational database
• Typing speed of 45 wpm
• Ability to work well under pressure and deal courteously, tactfully and empathetically with in variety difficult customer situations, both verbally and in writing
• Excellent oral and written communication skills
• Ability to research, interpret and apply university policies and departmental procedures to resolve day-to-day issues from both students and internal and external stakeholders
• Ability to operate basic office equipment such as printers, scanners, fax machine and photocopier
• Ability to plan, organize, prioritize tasks, meet deadlines and maintain a consistent and balanced workload of tasks with accuracy and attention to detail
• Ability to work independently as well as part of a team, and to demonstrate initiative
• Demonstrated ability to develop and provide reports as requested including working with reporting software
• Demonstrated experience with electronic spreadsheets software (e.g., Excel) and word processing
• Knowledge of TRU programs, courses, policies and an understanding of the cyclical nature of the student life cycle
• Demonstrated critical-thinking and problem-solving skills to verify requests, investigate issues and facilitate solutions
• Maintains and contributes to a positive and respectful workplace environment

WORKING CONDITIONS

• Sitting at desk and computer for long periods of time as well as counter work
• General office conditions
• Occasional lifting and moving items weighing approximately 10 kg.
• Occasional travel, usually local or within western Canada