Client Services Specialist

Description:

The Ministry of Advanced Education has an exciting opportunity and is looking for a Client Services Specialist to join our team!

The Client Service Specialist makes decisions about various types of financial assistance and supports for students engaged in foundational learning programs. You will interpret legislation and policy, complete Level 1 requests for file reviews, troubleshoot complex and/or unique files, and explain the results of decisions to students and other internal staff.

You would be required to closely with all Client Services Team members to facilitate integrated services to students. All responsibilities are performed within existing program and operational policy, program requirements and guidelines, and direction provided by the Client Services Specialist Supervisor and Manager.

In your role as a Client Services Specialist, you will be responsible to:

1. Making decisions for complex and non-routine applications that require manual assessment or to adjust financial supports due to changes in circumstances are made based on assessment of program and financial eligibility:

• Research and assess multiple factors of a student's eligibility and change in circumstance in accordance with existing policy where more advanced considerations are required (e.g., counsel to leave employment for training; circumstances related to academic progress; requests for review).
• Ensure all records are updated in relevant information technology and management systems to reflect current and accurate student files.
• Liaise with Service Canada to facilitate information exchange and to resolve specific client concerns and student funding issues.

2. Requests File Reviews are completed upon formal request to ensure that policy is applied consistently across all files.

• Completes Level 1 Review of the student file to ensure that financial assistance decisions were determined correctly, including assessment of information contained in program IT systems, as well as any documentation submitted by the client.
• Communicate and explain Level 1 review decision to the student and complete all required documentation.
• Support Level 2 and 3 reviews through document collection, summary, and recommendation.