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Unicard Office Administrator, Unicard Office, Ancillary Services

Job ID: 17243

Updated: January 10, 2019

Location: Main Campus

Position Overview

Unicard Office within Ancillary Services is currently seeking a Full-time Regular Unicard Office Administrator .

The Unicard is the official campus identification, provides access to campus facilities and services, operates a declining balance debit card, and is used for the Calgary Transit-partnered Universal Pass (UPass) program. The Unicard Office as a whole handles approximately 23,000 Unicards and badges per year; with questions and issues ranging from low to moderate complexity regarding the function of the physical card itself; in addition to handling a small volume of cash, debit card, and credit card transactions within the Unicard Office. Strong judgment and discretion is critical in this role, as the Unicard Office is privy to sensitive client information on a daily basis.

The Unicard system itself processes millions of financial transactions annually for multiple departments and vendors across campus. The Unicard team delivers exceptional customer service, back-office administration and technical solutions to meet the needs of cardholders across campus.

The Unicard Office Administrator is responsible for managing the front desk services of the University of Calgary Unicard Office. This office functions largely as a card and ID badge issuance office, providing answers to general questions regarding the physical Unicard as well. The Unicard Office Administrator assists the Manager, Unicard Program in hiring, training, and managing five to ten student staff members.

The Unicard Office Administrator reports to the Manager, Unicard Program as part of the Ancillary Services portfolio. The incumbent works out of a high-traffic front desk area with constant interruptions. There is a steady volume of work throughout the year with peak periods from middle of August to middle of September and in January. Those times can be highly stressful due to volume of customers. There are times during peak periods each academic year where extended and weekend hours are necessary for the Unicard Office Administrator, including supporting the Manager at campus information sessions and may be required to work additional hours for these events. Some travel on the campus may be required to troubleshoot or liaise with a vendor or campus partner.

The Unicard program at the University of Calgary is in a constant state of evolution. The Unicard Office Administrator works closely with the Manager, Unicard Program; Financial Administrator, Unicard; and technical support staff member(s) to identify opportunities for improvement in service delivery and in the writing of policies and procedures.

It is expected that specific services will be added onto the Unicard portfolio in the future. The Unicard team works together to apply best practices for making recommendations, and adopting and embracing such changes to the service delivery function of the Unicard Office.

Position Description

Summary of Key Responsibilities (job functions include but are not limited to):

Client Services

  • Oversee the card production and issuance functions, working in tandem with a series of student staff members
  • Working with the Manager, Unicard Program; the Unicard Office Administrator ensures that these qualified front-line staff can resolve requests or problems with a card and its service functions
  • Treat customers courteously, and ensure that problems are resolved efficiently and appropriate follow-up actions are taken in a timely manner

Team Lead

  • Assist the Manager in the hiring, training, and supervision of a team of approximately eight student staff members who are on a rotating casual part time schedule

Project Management

  • Produce batch cards (e.g., Unicard Guest Cards) in an efficient and timely manner, ensuring that batch cards are available upon request
  • Ensure information in databases and error reports is accurately entered and kept up-to-date
  • Expected to participate in preparation and implementation of campus card hardware at vendor locations during expansion and upgrades
  • Some travel around the University and interactions with campus food vendors may be required

Communication and Relationships

  • Strong relationships must be developed and maintained with staff both in the Unicard department and in related units on-campus
  • Ensure that the Unicard Student Assistant team is kept informed of potential problems and outstanding projects that arise, especially during vacation time; and ensures that staff members are kept up-to-date on protocol and solutions to potential problems

Personal Effectiveness

  • Must be able to handle a variety of tasks and be comfortable solving problems on a regular basis
  • The ability to switch tasks, manage time and handle constant interruptions are required
  • Interact with others effectively
  • Demonstrate consideration and respect
  • Aware of the impact of behaviour on others and able to modify approaches appropriately, dealing with a range of situations which may include complex, sensitive and/or confidential issues

Qualifications / Requirements:

  • Grade 12 diploma
  • Strong customer service skills and significant experience in high paced customer service
  • Fully proficient communication, organization and interpersonal skills are required
  • Excellent time management skills and ability to progress projects through constant interruptions
  • Comfortable and capable of working independently; Good typing skills with a high level of accuracy and attention to detail
  • Good working knowledge of Microsoft Office applications (Word, Excel, Outlook, Access)
  • Ability to lift up to 30lbs may be required
  • Experience with Blackboard Transact, ID Works or other campus card software an asset
  • Knowledge of university departments, functions, and physical layout is an asset
  • Knowledge of university mainframe programs is an asset

Application Deadline: January 18, 2019

We would like to thank all applicants in advance for submitting their resumes. Please note, only those candidates chosen to continue on through the selection process will be contacted.

 

Additional Information

This position is part of the AUPE bargaining unit, and falls under the Operational / Administrative Job Family, Phase II .

To find out more about management and staff opportunities at the University of Calgary and all we have to offer, view our Management and Staff Careers website .

About the University of Calgary

The University of Calgary is Canada’s leading next-generation university – a living, growing and youthful institution that embraces change and opportunity with a can-do attitude. Located in the nation’s most enterprising city, the university is making tremendous progress on its Eyes High journey to be recognized as one of Canada’s top five research universities, grounded in innovative learning and teaching and fully integrated with the community it both serves and leads. The University of Calgary inspires and supports discovery, creativity and innovation across all disciplines. For more information, visit ucalgary.ca .

The University of Calgary recognizes that a diverse staff/faculty benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers that have been historically encountered by some people in our society. We strive to recruit individuals who will further enhance our diversity and will support their professional success while they are here. We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.

 

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