Customer Service Officer - WSIB & Better Jobs Ontario
COMPETITION NO. SS26-32
About Durham College:
Durham College (DC) is a leading post-secondary institution that supports students to develop career-ready skills for the ever-changing job market. With a focus on experiential learning, led by expert faculty, through field placements, applied research, co-ops and other hands-on opportunities, DC grads are known for having the skills and knowledge they need to adapt to the ever-changing workforce.
A leader in innovative teaching and learning, Durham College offers a wide range of market-driven programs across multiple disciplines, including culinary management, farming and horticulture, business, IT, construction and trades, science and technology, health care, engineering, social and community services, media, art and design.
Our modern campuses in Oshawa and Whitby offer 145 programs – including six bachelor’s degrees and 11 apprenticeship programs – to more than 11,000 full-time post-secondary and nearly 3,000 apprenticeship students. In addition, we have more than 16,000 student registrations in professional and part-time learning. More than 120,000 alumni represent the college, both locally and around the world.
DC has an estimated annual economic impact of more than $913 million on Durham Region and is proud to be an active and engaged member of the communities we serve by contributing resources and expertise to enhance social and economic well-being through partnerships, investments and collaboration.
Position Information:
Full-time Support Staff Position Opportunity (Temporary Employee Replacement (see Appendix D of collective agreement) September 2026 to March 2028
Payband: F; Starting Rate: $32.74; Four Year Rate: $37.78
Department: Office of the Registrar
Hours: 35 hours per week (1) one hour lunch; Mon – Fri (8:30 am – 4:30 pm)
Reporting To: Director, Admission Services
Campus Location: Oshawa
Vacancy Status: Temporary vacancy
Duties and Responsibilities:
Reporting to the Director, Admission Services, the Customer Service Officer – BJO and WSIB supports the success of the institution’s enrolment plan as defined by Durham College’s SEM framework by providing exceptional service to Better Jobs Ontario (BJO) and Workplace Safety and Insurance Board (WSIB) clients and prospective domestic students and applicants.
As the Customer Service Officer for BJO and WSIB, the incumbent is responsible for providing administrative support and information to both full-time and Continuing Education post-secondary students. The incumbent acts as the primary contact for BJO and WSIB students and is responsible for answering student inquiries and providing exceptional customer service. The incumbent prepares and ensures the accuracy of all documents related to the BJO Proposal package(s), including fees and the academic plan, before submission to Ministry of Training, Colleges and Universities (MTCU). The incumbent manages tracking of BJO and WSIB applicants/students throughout their studies and ensures records are up to date to ensure compliance with provincial reporting requirements. This position also requires that the incumbent answer questions from employment agencies and MTCU, on the details contained in the proposal packages and DC programs and services.
The incumbent acts as the secondary contact for prospective students and applicants and assists clients with the application process, admissions and program information, direction to appropriate resources, and referrals to appropriate departments. The incumbent assists with project-based admissions activity at peak times. This position also maintains excellent working relationships with staff, internal departments and schools to provide optimum service to applicants. The incumbent must be flexible in busy periods (e.g. during semester start-ups) to assist all other members of student recruitment and admissions staff with overflow work when required.
WSIB and BJO Coordination:
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Operationalizes WSIB and BJO processes
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Advise prospective students with admissions and program information and application processes, and assessment of post-secondary eligibility and referral to other college services as needed
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Act as the primary point of contact for all WSIB and BJO stakeholders within the college and external community agencies
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Prepare BJO proposal packages based on Ministry of Training, Colleges and Universities (MTCU) standards and internal verification of course availability, including financial worksheets, Training Research Proposals, Programs of Study and other required documents for both full-time post-secondary and Continuing Education applicants and students
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Provide Employment Ontario with amendments to proposals as and if changes occur to tuition, fees, start/end dates etc. as well as final offer letters if required
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Coordinate and maintain effective tracking of BJO and WSIB applicants/students including ensuring the correct student type at all times for accurate data capture for audits including tuition and funding revenue for each student. Complete audits and investigate discrepancies between Ministry reporting and Durham College financial records
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Prepare billing and progress reports at the end of each semester for WSIB clients including fees paid and owing, ensure follow-up for payments with accounts receivable. Create deferments on student accounts
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Act as a front-line functional resource for investigating and trouble-shooting BJO and WSIB audit records, the incumbent may liaise with the SES Systems team to assist with rectifying errors or identifying discrepancies
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Serve as the primary support for the Customer Service Officer – Admissions, handling applicant communications and document management during peak periods and staff absences
Communication:
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Communicate with college staff, departments and external agencies as required to support all BJO and WSIB applicants/students
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Participate in the development of strategic enrolment management initiatives
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Ensures accurate and timely responses to general admissions email account
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Initiates professional communications with applicants to resolve outstanding admission requirements (PR card, transcripts, admission-related supporting documents)
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Respond in a timely, error-free, and factually accurate manner to BJO and WSIB inquiries; phone, email and in-person inquiries regarding preparation for post-secondary programs and services
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Meet with the Director, Admission Services on a regular basis regarding operational policies and procedures to ensure accuracy and relevancy
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Liaise with community agencies so they have up-to-date college resources and event information
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Participate in recruitment events such as the OCIF, open house and information session type events, engaging with prospective students and second career inquiries
Qualifications:
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Three-year diploma/degree or equivalent in Business, Office Administration, Communications, Marketing, or Public Relations
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Three years of practical experience working in a customer service environment with a variety of clients from varying social, academic, economic and cultural backgrounds
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Excellent oral and interpersonal skills when dealing with the public. Superior writing ability, creative, and excellent organizational and problem-solving skills
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Strong organizational and time management skills in planning, executing, and completing tasks
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Ability to work well both independently and as part of a team
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Experience in an academic environment would be an asset
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Knowledge of post-secondary programs is an asset
Please apply below by submitting your cover letter and resume to the online portal. Job Competition closes at 7:00 p.m. EST on July 2, 2026. Competition numberSS26-32.
Contact Us T:905.721.3073 [email protected]
C Wing, Second Floor - 2000 Simcoe St. N. Oshawa, ON
Durham College invites applications from all qualified individuals. Durham is committed to fostering workplace diversity, and, provides accommodations to applicants with disabilities throughout our hiring process. If you require this information in alternate format; require communication supports; an accommodation in applying for a posting and/or if you are selected for an interview, please contact our Human Resources (HR) department and an HR assistant will work with you to meet your needs.
We thank you for your interest in employment with Durham College however, only those candidates selected for an interview will be contacted.
Land Acknowledgement
Durham College is situated on the traditional lands of the First Peoples of the Mississaugas of Scugog Island First Nation. These lands are covered under the Williams Treaties and rest within the traditional territory of the Anishinaabeg. We offer our gratitude to the Indigenous Peoples who care for and, through the treaty process, share the lands on which we live, learn, teach and prosper today.
