Job Analysis 800-1000 words

TITLE: STUDENT SUPPORT OFFICER CLASSIFICATION: CLERK 11

SUPERVISOR TITLE: TEAM LEAD, STUDENT SUPPORT UNIT SUPERVISOR POSITION#: 96537

PROGRAM StudentAid BC (SABC) assists eligible students with the cost of their post-secondary education and training through various financial assistance programs, such as student loans, grants and scholarships. The Student Services Branch (SSB) is responsible for the initial assessment of SABC applications and subsequent disbursement. In addition to providing direct client service to BC Students, the SSB collaborates with other branches, both within the Ministry and across the BC Public Service (BCPS), and other jurisdictions on the development of program policy.

JOB OVERVIEW

The Student Support Officer (SSO) completes a variety of student financial assistance functions related client service delivery and application assessment.

ACCOUNTABILITIES

Required:

• Responds to escalated enquiries from clients and stakeholders, often in challenging situations, regarding applications for funding and the process to change the outcome

• Authorizes payment of benefits, or issuance of grants and loans for multiple programs

• Maintains program expertise related to the knowledge of the federal legislative framework, federal and provincial program policies and adjudication guidelines

• Completes assessment and reassessments to determine eligibility for financial aid, follows up with requests to clients and other interested parties to ascertain missing documentation, and, when appropriate, refers clients to alternate programs and community services

• Enters and searches for client information in database and record systems • Supports the Sr. Student Support Officer and Team Lead in the development and delivery of program

and systems training and mentoring for new officers and the tier 1 service provider • Collaborates with colleagues to share information and new process changes • Provides website and online application technical support to students and stake holders

• Prepares journal vouchers and invoices for payment; conducts payment reconciliation for multiple programs

• Performs user acceptance testing (UAT) and participates in software debugging exercises and provides confirmation when IMIT enhancements are functioning according to business requirements

• Researches and escalates files, with recommendations, to sr. team members and team leaders on contentious matters that fall outside established criteria

JOB REQUIREMENTS

• Grade 12 graduation or equivalent.

• Demonstrated intermediate experience with word processing, including data entry, and database applications.

• A minimum of one year experience providing client service in a high volume, fast-paced adversarial environment.

• Experience working in a contact or call centre where the majority of services were conducted over the phone. Preference may be given to those with a minimum of one year experience.

• Experience interpreting and applying the federal legislative framework.

• Experience interpreting and applying legislation, regulations and/or policies for multiple jurisdictions.

• Successful completion of security screening requirements of the BC Public Service, which may include a criminal records check, and/or Criminal Records Review Act (CRRA) check, and/or enhanced security screening checks as required by the ministry (Note: It is important that you read the job posting carefully to understand the specific security screening requirements pertaining to the position).

Knowledge, Skills and Abilities

• Demonstrated superior writing and analytical skills.

BEHAVIOURAL COMPETENCIES

• Concern for Order reflects an underlying drive to reduce uncertainty in the surrounding environment. It is expressed as monitoring and checking work or information, insisting on clarity of roles and functions, etc.

• Decisive Insight combines the ability to draw on one's own experience, knowledge and training and effectively problem-solve increasingly difficult and complex situations. It involves breaking down problems, tracing implications and recognizing patterns and connections that are not obviously related. It translates into identifying underlying issues and making the best decisions at the most appropriate time. At higher levels, the parameters upon which to base the decision become increasingly complex and ambiguous and call upon novel ways to think through issues.

• Information Seeking is driven by a desire to know more about things, people or issues. It implies going beyond the questions that are routine or required in the job. It may include "digging" or pressing for exact information; resolution of discrepancies by asking a series of questions; or less-focused environmental "scanning" for potential opportunities or miscellaneous information that may be of future use.

• Listening, Understanding and Responding is the desire and ability to understand and respond effectively to other people from diverse backgrounds. It includes the ability to understand accurately and respond effectively to both spoken and unspoken or partly expressed thoughts, feelings and concerns of others.

• Service Orientation implies a desire to identify and serve customers/clients, who may include the public, co-workers, other branches/divisions, other ministries/agencies, other government organizations, and non-government organizations. It means focusing one’s efforts on discovering and meeting the needs of the customer/client.

• Teamwork and Co-operation is the ability to work co-operatively within diverse teams, work groups and across the organization to achieve group and organizational goals. It includes the desire and ability to understand and respond effectively to other people from diverse backgrounds with diverse views.