UNIVERSITY OF VICTORIA CUPE LOCAL 951 POSITION DESCRIPTION JOB: Clerk PB6 DEPARTMENT: Office of the Registrar Student Support & Transfer Services SUPERVISOR: Manager, Student Support and Transfer Services TITLE: Transcript Clerk POSITION NO: 997966 LAST UPDATED: December 2010 SUMMARY: (Provide a brief summary of the primary functions and purpose of the position) This position is responsible for issuing official University of Victoria and Victoria College transcripts for current and former graduate, law, and undergraduate students. Transcripts for Notre Dame University (Nelson) are also issued by the University of Victoria s Transcript Clerk. Student records are generally in the Banner student records system but University of Victoria student records prior to the mid 1970s, Victoria College records, and Notre Dame University records are on microfilm and digitized; they must be produced by printing the appropriate image files. There are two levels of transcript service available, regular (completed within 5 working days) and priority (completed within 1 working day or 30 minutes for in-person orders). Transcript orders may be held for pick-up, mailed, faxed, or couriered as requested by the person ordering the transcript; there are additional charges for faxed and couriered orders. Transcript orders may be submitted online, in person, by fax, mail, or email in a format that can be retained in case of future questions. Transcript orders may be for single or multiple copies and the paper order forms (submitted in person, by fax, by mail, or by email) allow for up to 4 different addresses per form. The incumbent is responsible for maintaining transcript order records and processing orders in accordance with the level of service and delivery method specified. The incumbent is responsible for reporting revenue via a Daily Cash Report (DCR) and keeping courier records for those orders where courier delivery has been selected by the person ordering the transcripts. The incumbent must also monitor the transcript quality ensuring the printed page is correctly produced; the incumbent monitors the transcript printer promptly arranging service if required, and monitors supply levels (security paper, transcript envelopes, and courier envelopes). Position is also responsible for online ordering, online payment system, courier delivery option including use of courier website, Banner student records system, printing of all transcripts in the Office of the Registrar (formerly, batch print jobs were processed in the University Systems Operations Centre) and digitized student records for the old student records. 1
MAJOR RESPONSIBILITES AND DUTIES: (In order of importance to a maximum of 8) 1. Responsibility: Produce Priority University of Victoria, Victoria College, and Notre Dame University Official Transcripts for current and former students within 30 minutes (walk-in customers) or within 1 business day (other ordering methods). Transcripts are often ordered as part of applications from current and former UVic students applying to professional schools (medical, law, dental, veterinary) graduate school, or for other undergraduate programs; failure to meet document deadlines could result in denial of admission so it is essential that Priority Transcripts be issued within the specified time indicated. Identify priority transcript orders as they arrive and separate for immediate processing Determine if there are online priority orders and run the process to print those transcripts a number of times each business day Process priority orders for walk-in customers desiring to pick-up their transcript immediately Process priority transcript orders to be mailed, couriered, or faxed a number of times each day The transcript clerk must ensure there is someone in the office who can issue priority transcripts when the he/she is going to be absent from the transcript desk, including coverage of breaks during the workday 2. Responsibility: Produce Regular University of Victoria, Victoria College, and Notre Dame University Official Transcripts for current and former students within 5 business days. Transcripts are often ordered as part of applications from current and former UVic students applying to professional schools (medical, law, dental, veterinary), graduate school, or for other undergraduate programs; failure to meet document deadlines could result in denial of admission so it is essential that Transcripts be issued within the specified service standard. The regular transcript orders may be placed in advance of the awarding of a degree and the request made that the order be held for that award. Identify regular transcript orders as they arrive and separate for processing in date order and for future processing if held for degree Maintain transcript orders by date received and process prior to the 5 day service deadline Determine if there are online regular orders and run the process to print those transcripts at least once each week Process regular transcript orders as required to maintain service levels Process the online orders, and paper orders, held for the awarding of degrees once degrees have been awarded in May and October each year 2
3. Responsibility: Distribute Priority and Regular Transcripts in the manner requested. Identify and sort printed transcript orders by delivery method to ensure that requested service is provided Ensure that transcripts are individually placed in the security envelope, that all pages of the transcript are present, that there are no incorrect pages in the envelope, the envelope is sealed, and stamped across the seal Process courier orders in a timely manner so that they are ready for pick up in the early afternoon Provide the courier tracking number by email to the person ordering the transcript when courier delivery is chosen Verify that transcripts are sent to the correct fax number; trouble shoot problems with fax numbers (including international country and city codes) as required File the fax confirmation page with the transcript order to maintain a record of providing that service Verify that the appropriate fax and courier charges have been paid in addition to the cost of the transcript 4. Responsibility: Respond to email, telephone and in-person inquiries regarding transcript orders. Promptly and professionally deal with inquiries regarding transcript orders Respond appropriately to customers who are upset that their transcripts have not been received Use tact to explain University policies with respect to transcript orders, particularly that we do not guarantee mail delivery and do not replace transcripts that were not received by the recipient when sent via regular mail 5. Responsibility: Monitor the condition of the transcript printer and maintain an inventory of supplies. Ensure that the printer is producing clean copies and report any unusual printer behaviour or noise Ensure all ordered transcripts are printed Ensure there is an inventory on hand at all time of the consumables including security paper, transcript envelopes, and courier envelopes 6. Responsibility: Effectively use the appropriate online services and microfilm reader Use the courier website to arrange for courier package delivery including printing out a correct delivery sheet 3
Use the ViewCat reporting system to ensure that transcript orders are sent in the appropriate manner Use the online payment system to monitor the receipt of revenue and process refunds for cancelled orders Use the shared files and indexing document to locate the imaged student records as required Use a microfilm reader to produce official transcripts from microfilm as required 7. Responsibility: Monitor individual account holds to determine if order can be processed and monitor orders for legitimacy. Confirm that students ordering transcripts are not subject to a hold due to overdue accounts Confirm there are no NSF cheques outstanding with the Office of the Registrar Review each order, especially those received by mail or fax, for indications that orders may be from a person other than the student concerned as that contravenes the FOIPOP legislation 8. Responsibility: Maintain files of orders submitted on paper and perform other duties as required Date stamp paper records to ensure it is clear when they were processed Maintain a filing system that allows transcript orders on paper (in-person, fax, mailed, emailed) to be retrieved in an efficient manner to help respond to queries Copy UVic Calendar entries as requested by students, typically for Calendars not available online (pre 1998) Assist other staff in Student Support and Transfer Services with their duties such as preparing official letters, assisting with transfer credit, etc. REQUIRED QUALIFICATIONS: Identify the qualifications required to perform the job. These should be directly related to the work and not to the education and experience level of the current incumbent. Skills: High attention to detail to ensure that orders are processed correctly Exemplary keyboarding skills are required as there is significant data entry to be done every day where accuracy is vital Exemplary concentration and organization skills. The transcript clerk must be highly organized as there are frequent interruptions to deal with walk-in priority orders, in-person inquiries, and telephone inquiries. These must be addressed while keeping transcript production and distribution ongoing and organized so that tasks can be interrupted and resumed without errors or omissions resulting Exemplary customer service including excellent listening skills, communications skills, and tact. Ability to deligate tasks to others at peak volume periods, during vacations, and other absences from the office, while maintaining control of the transcript ordering process Financial skills including dealing with payments and refunds (POS, online payment system) Superior computer skills including databases and web-based systems Ability to troubleshoot and identify problems Ability to handle incoming requests in a variety of methods and fulfill orders in accordance with 4
service standards Experience in a high volume environment including the ability to work overtime as needed Specialized Knowledge/Education: Knowledge of student records systems such as Banner Knowledge of FOIPOP regulations Experience: Previous experience in a Registrar s Office is highly desired Previous experience in a FOIPOP environment highly desired, i.e. dealing with confidential information Previous experience receiving, processing, and delivering orders in a fast paced, high volume envirornment with frequent interruptions is highly desired Employee s Signature: Supervisor s Signature: Date: Date: 5