Client Service Coordinator, Admissions

About us:

The Client Services unit supports the admissions, financial aid & awards, student accounts, and operations of Strategic Enrolment Management. Client Services has 3 main areas of operations itself: in-person enquiry, telephone enquiry - including a dedicated, student-staffed, and email enquiry. The enquiry functions provide the first point of contact for many clients (e.g. prospective applicants, applicants, teachers and parents) – as well as for current students and internal university staff seeking information about all aspects of undergraduate admissions and general information regarding financial aid and student accounts & awards.

Your opportunity:

The Client Service Coordinator is responsible for providing day-to-day leadership, supervision, and operational support to Client Services Advisors and Assistants within a fast-paced, high-volume frontline service environment supporting students across all three campuses. While the primary focus of the role is admissions services, the incumbent also provides support across all service areas within the portfolio, including financial aid, student accounts, and University of Toronto transcripts. The incumbent plays a key role in fostering a collaborative, professional, student-centred culture and is expected to lead by example in delivering consistent, accurate, empathetic, and respectful service across all channels, including in-person, telephone, and email interactions.

The incumbent is responsible for supervising, mentoring, and supporting staff performance, including onboarding and training new employees, identifying development opportunities, monitoring service quality, and reinforcing best practices in client service delivery. The role requires strong leadership skills, sound judgment, and the ability to support staff through high-pressure, and emotionally charged situations while maintaining professionalism and service excellence.

As the Client Service Coordinator, the incumbent develops and delivers ongoing training sessions related to admissions, financial aid, student accounts, University of Toronto transcripts, policies, procedures, systems, and service delivery expectations. The incumbent ensures staff have the knowledge, tools, resources, and communication skills required to effectively support students and stakeholders while navigating sensitive situations. The coordinator provides regular operational guidance, responds to escalated enquiries and complaints, and addresses non-routine issues referred by staff.

The incumbent provides counselling and guidance to students, prospective students, and families regarding university policies, procedures, and processes, and communicates detailed or unfavourable information clearly, professionally, and empathetically. The incumbent is expected to exercise discretion, diplomacy, and critical thinking when resolving sensitive or escalated matters.

The Client Service Coordinator also serves as a resource to university colleges, faculties, and departments by providing advice, guidance, and interpretation of university and government policies, regulations, and procedures. The incumbent identifies trends, operational challenges, and service concerns, and makes recommendations to management regarding process improvements, extraordinary cases, and service delivery enhancements to support an effective and student-focused frontline operation.

Your responsibilities will include:

• Overseeing day-to-day operational needs of the unit
• Planning and implementing team workflows
• Coordinating staff service schedules to ensure proper coverage
• Tracking program metrics to inform continuous service improvements
• Advising students on program, application, and/or course requirements by probing and providing a range of options and possible consequences
• Resolving issues within the scope of the role and escalating problems as required
• Serving as a resource to the portfolio and other departments

Essential Qualifications:

• Bachelor's Degree or acceptable combination of equivalent experience
• Minimum four (4) years of experience in a post-secondary student service environment providing interpretation and application of undergraduate admissions and financial aid policies and procedures
• Experience advising prospective and current students on admissions, financial aid matters, including OSAP and other government financial aid programs
• Experience using student information systems and related platforms such as Technolutions Slate, ROSI, AS400, HUB applications, OneKey, government financial aid portals, and call centre reporting tools
• Demonstrated supervisory experience in a high-volume client service environment, including training, scheduling, monitoring, and supporting frontline staff, preferably within a unionized environment
• Strong knowledge of University of Toronto admissions policies, financial aid regulations, Ministry guidelines, and student service procedures
• Proven leadership skills with the ability to lead by example, foster a collaborative and inclusive team environment, and promote excellence in frontline student service delivery
• Demonstrated ability to coordinate day-to-day frontline operations, prioritize competing demands, and support staff in responding to sensitive, and escalated student inquiries
• Advanced computer skills, including Microsoft Office applications, spreadsheet management, presentations, and the ability to navigate multiple systems and websites concurrently
• Excellent oral and written communication, interpersonal, organizational, and problem-solving skills
• Strong customer service orientation with demonstrated tact, diplomacy, professionalism, and sound judgment when working with diverse student populations, families, and individuals experiencing distress or frustration
• Demonstrated commitment to confidentiality and the protection of sensitive student information
• Proven ability to adapt quickly to changing priorities, policies, procedures, and operational requirements in a fast-paced environment
• Ability to work effectively under pressure while maintaining accuracy, composure, attention to detail, and a positive professional presence
• Ability to provide clear guidance, training, and information to staff, students, and the public in both individual and group settings

NOTE: Please note that this position is a front-facing role requiring full-time, in-person work on campus.