Intermediate Information Officer, Customer Services

Intermediate Information Officer, Customer Services Location: Ottawa, ON Follow us on LinkedIn Posting Reason: Replacement of a regular position Job Type: Employee Anticipated Duration in Months (for contracts and temporary assignments): N/A Job Family: Admissions # of Open Positions: 1 Faculty/Service - Department: Student Affairs, Client Relations, Housing, Assignments Campus: Main Campus Union Affiliation: SSUO Date Posted (YYYY/MM/DD): 2026/06/04 Applications must be received BEFORE (YYYY/MM/DD): 2026/06/15 Hours per week: 35 Salary Grade: SSUO Grade 07 Salary Range: $59,038.00 - $74,574.00 About Student Affairs: Student Affairs is at the very heart of the student experience at the University of Ottawa. We recruit the very best future students, support them throughout their university years and leave them well-prepared for fulfilling careers and future studies. Our team of more than 600 dedicated staff provides the services that keep students happy, well and thriving as they pursue their ambitions. We help them apply and enrol for courses, we oversee 11 residences and an award-winning Dining Hall, we organize fun events, we provide extensive recreation program opportunities and varsity sports activities, we run an innovative career development and experiential learning program and much more! There’s nothing more rewarding than helping future generations reach their full potential at a world-class university. With our wide variety of career opportunities and professional development pathways, we’re sure that you’ll enjoy the experience as much as our students do. Position Purpose The incumbent is the initial point of contact for Housing, uOttawa Card and UPASS Services and as such provides services to the entire University community, including students, staff, faculty, and guests of the University by promoting the University experience and its services, assesses needs and issues. Answers general enquiries and supports clients in navigating the various processes while enforcing the sector’s and University policies, regulations and procedures most specifically as it relates to replenishing funds on cards, managing meal plans, providing support in the housing assignment and placement process, authorizing security access and other relevant services provided. In this role, your responsibilities will include Determines the eligibility of students for admission into residence by analyzing application, admission and registration data, and assesses room assignments with respect to accepted Housing and University principles, regulations and policies, and of the admission calendar deadlines and residence agreements. Coordinates authorized/requested room changes, extensions of stay, acceptance and termination of agreements, temporary replacements or crisis situation transfers to ensure a positive and professional experience for the student and reassures parents as necessary while ensuring student confidentiality. Assesses and responds to student/short term client needs and recommends the best possible accommodation type based on application source, availability, special need requests and budget. Validates the eligibility of and manages the registration of temporary student occupants (uOttawa and non-uOttawa students) and their occupancy agreements in a central reservation system. Ensures that conditions of occupancy are met and oversees access control to align with safety and security protocols. Explains and/or promotes meal plans, card usage, flex/dining dollars and various services linked to the cards, replenishing or reprinting of cards (student, employee, guest and UPASS cards), upselling of additional packages above the basic plans and associated terms and conditions. Manages the reception of lost cards and initiates communications with cardholder(s) for final resolution and registers and destroys non-valid/expired cards. Distributes or prints replacement uOttawa and UPASS cards to new students by verifying student’s status in UO Campus. Ensures that photos, signatures and government issued identification are validated or uploaded according to University policies set by the Registrar’s office. Analyzes and processes personal and confidential information about University students and/or short-term guests and validates their information. Follows up as required and identifies anomalies to maintain the quality and confidentiality of the information received. Interprets, explains and enforces sector’s and University policies, regulations and procedures (recruitment, assignment, code of conduct, financial deadlines, agreements, refunds and withdrawal) and documents all history to ensure that they are understood by students and by those within faculties and services. Checks all supporting documentation provided and makes the appropriate changes and decisions necessary with regards to students’ requests for changes, exemptions, withdrawals and special needs accommodation. Analyzes student files to prepare official documentation or specific information to confirm student residency status. The incumbent participates in internal meetings, University of Ottawa organized events, conferences or other initiatives in order to promote Housing Service’s residences and the University. Creates and maintains database files, records, compiles and exchanges information with the appropriate on and off campus partners, students, guests and others and to ensure data integrity in day-to day operations. Prepares initial and final quotes, processes advance payments and prepares preliminary invoicing, and processes accounts to ensure effective financial management. Produces occupancy reports for student and guest identification, access, safety and emergency planning and for uploads to complementary systems. Monitors and improves service within the sector by producing reports on various performance indicators and participates in developing new tools to measure performance across the sectors. What You Will Bring Knowledge of office administration and customer service normally acquired through a postsecondary education. At least three (3) years’ experience in office administration and customer service or a related field. Bilingualism: French and English (spoken and written),to be considered for this position, candidates must be rated at the Low Advancedproficiencylevel or higher for both oral comprehension and reading comprehension in their second official language. The rating isdeterminedbya proficiencytest designed by the Official Languages and Bilingualism Institute. Experience in analyzing, interpreting and applying policies and procedures Experience and skills in preparing, analyzing and interpreting reports In depth knowledge of the functions, products and services offered by the various sectors and associated areas of the University Knowledge of the Freedom of Information and Protection of Privacy Act (FIPPA) as it pertains to the release of student and client information and of the Canadian Human Rights Act and applicable laws and regulations for Residence Life Services Knowledge of computer systems and software such as Windows, word processors, spreadsheets, presentation software, databases, Client Management software, email and Internet Ability to listen actively, show empathy, reconciliation, patience and interpersonal skills Ability to work independently and in a team Good organizational skills and attention to detail. Ability to work quickly and under pressure Self-reliance and good judgment Key Competencies at uOttawa: Prior to May 1, 2022, the University required all students, faculty, staff, and visitors (including contractors) to be fully vaccinated against Covid-19 as defined in Policy 129 – Covid-19 Vaccination. This policy was suspended effective May 1, 2022 but may be reinstated at any point in the future depending on public health guidelines and the recommendations of experts. Additional Locations: Main Campus