Enrolment Services Representative; Mackenzie

EXISTING CNC CUPE Employees:

For all Administrative postings please disregard the following statement. For CUPE postings please refer to Article 9.01 (d) of the CUPE Collective Agreement to ensure you have met the eligibility requirements to apply to CUPE competitions.

Employment Status:
Full Time

Employment Type:

Fixed Term

Reporting to the Associate Registrar – Admissions or their designate, and where applicable, assigned day‑to‑day supervision from local campus manager, the primary responsibility of the Enrolment Services Representative (ESR) is to deliver high-quality front-line services to students and the College community, and administrative support within the Office of the Registrar. This role responds to a diverse array of student enquiries with a high level of accuracy and efficiency.

ESRs also input a large volume of student data with precision and are principally responsible for the timeliness, integrity and accuracy of this critical institutional asset.

• Serves as the initial point of contact for new and current students, as well as campus visitors, by providing exceptional customer service, responding to general inquiries, and directing individuals to appropriate institutional and local resources.
• Ensures a welcoming experience through reception services, including way finding, referrals, and guidance, while fostering positive interactions that enhance the student and visitor experience.
• Performs all enrolment‑related duties, including registering students; entering student applications and supporting documentation and other related documents; and accurately updating and maintaining student records.
• Processes electronic and paper applications and follows up with applicants as needed.
• Admits students into specific open‑enrollment programs based on established policies and procedures.
• Supports students as initial contact responsible for solving enrolment‑related problems and difficulties.
• Contacts students proactively to facilitate course registration prior to the start of the semester, ensuring timely enrolment if needed.
• Pre‑registers new students in specific programs following institutional guidelines.
• Withdraws, changes, and/or cancels student enrolments in accordance with established policy and procedures, as well as ensuring the appropriate fee adjustment is made to the student record.
• Creates and issues student .
• Assesses and collects tuition and other student fees through various methods, issues receipts as well as processes payments.
• Reconciles daily transactions and individual cashiering sessions with high attention to detail.
• Supports sponsorship processes by responding to student inquiries, providing clear guidance, and ensuring the accuracy and completeness of submitted forms.
• Adheres to college and legal requirements regarding the privacy and confidentiality of student information and records.
• Directs students requesting services such as transcripts, enrolment verification letters, testing, etc., through the student record system and/or appropriate business process.
• Assists students navigating web‑based or online tools and applications such as Pay My Tuition, CNC connect, etc., offering non‑technical support as needed.
• Organizes and delivers incoming/outgoing mail and ensures office supplies, forms, and brochures are appropriately maintained if required.
• Assists and collaborate with the supervisor to review, update and maintain process manuals to reflect current procedures and policies.
• Builds, cancels and facilitates refunding of continuing education sections in alignment with established guidelines and facilitating smooth registration processes for students.
• Assists with special projects, including data validation/correction, record maintenance, documentation, and system testing. May contribute to or participate in various projects related to the department.
• Performs general office/clerical duties as assigned.
• Provides back‑up to the Information Specialist, including managing phone calls during breaks/leaves.

• You will be part of a team actively engaged in contributing to and accomplishing the vision, mission, and goals of the College and in…