Fees And Compliance Administrator

Job Description:
Business Title: Administrator – Student Fees and Compliance
Position Purpose: To be part of a team responsible for providing excellent service by assessing and responding to student/stakeholder-initiated workflows. To provide appropriate timely advice and communication to students and various stakeholders (internal and external). Student Registry administrators apply their knowledge of legislation and regulations to the work they are responsible for, and within the Fees role, it is to provide fees and compliance support for all students. To meet the operational objectives of the Student Registry team as they relate to the University's goals. To support and contribute to the Student Registry team goals assisting where necessary in team deliverables, projects, process enhancement/development and research and analysis.
Department: Student Administration Location: Palmerston North Campus
Reports to: Student Registry Manager Responsible for: Nil
Delegations: Nil Job Title: Administrator
Internal Key Relationships:

Massey Colleges and Departments
ITS (specifically Application Services)
Students
Accounts Receivable

External Key Relationships:

Tertiary Education Commission (TEC)
StudyLink
Immigration New Zealand (INZ)
Education agents – overseas and New Zealand
Sponsors – overseas and New Zealand

Context: We are a world-leading university in many academic disciplines and fields of research. Our point of difference is research that is connected to Massey University community and industry. Our researchers are developing expertise and skills to advance human knowledge and understanding. Working together across disciplines and locations, we solve national and global problems through fundamental, applied and interdisciplinary research, while culturally and artistically enriching our world.
We are deeply committed to being a Tiriti-led university, demonstrating authentic leadership in contemporary Aotearoa New Zealand as we uphold Te Tiriti o Waitangi, the founding document of our nation, and its principles through our practice. We embrace this not just as an obligation but as a real opportunity for the nation and its people.
Our educators are preparing a new generation of global leaders. Our students are diverse and are attracted to Massey because they want to achieve their personal goals or make their mark in the world. They experience world-class learning that recognises their intellectual and cultural strengths, expands their horizons and prepares them to contribute to a rapidly transforming world with skills, critical and creative thinking and leadership.
We will be renowned for our passion and caring attitude. All Massey campuses will be innovation ecosystems, acting as magnets for smart enterprises. Wherever we are, we will operate in partnerships founded on respect, trust and mutual benefit. Massey is not only defined by what we do, but by how we do it.
About this Department: Student Registry provides core administration support for students. This includes admission, enrolment, conferment, student records, international compliance and student fee services, etc. We are a group of professionals who have a positive attitude, work pro-actively and take real pride in ensuring our practices and processes are current, efficient and always consider our student's needs. We are agile and easily move and change direction where and when we need to. Our teams culture, engagement and support are as important as our technical ability.
Massey Core Capabilities:

Demonstrate awareness of Te Tiriti o Waitangi and its contribution to Aotearoa New Zealand society.
Understand the relevance of Te Tiriti o Waitangi in relation to the work of the University and the people we serve.
Embrace Te Reo in relevant and practical ways in our workplace interactions and engagement with external stakeholders, giving expression to Tikanga Maori and protocols that demonstrate that we respect and value Maori conventions in appropriate settings.

At Massey we work together with mutual respect and caring. We:

Act with integrity and trustworthiness and give credit to others for the work they do.
Work cooperatively and inter-dependently to foster and promote the One University approach.
Share knowledge and communicate professionally with courtesy and mutual respect.
Are ethical in all transactions, working within the parameters of our policies and procedures.
Are direct, truthful and maintain confidentiality.
Seek to understand and appreciate our differences.
Keep ourselves and others safe; work together to embrace the University's health, safety and wellbeing policies, procedures and programmes; display commitment by actively supporting all safety and wellbeing initiatives; and by actively engaging in health and safety improvement opportunities.

At Massey we are future-focused, results-oriented and strive for excellence. We:

Take ownership and responsibility for delivering results to support achievement of University objectives.
Provide the best quality services to our customers (internal and external) ensuring our students/stakeholders are at the heart of everything we do.
Deliver or support world-class research, teaching and learning and citizenship.
Take personal responsibility for our performance, take pride in doing our job well, and commit to ongoing personal and professional development.
Are motivated and create a positive working environment where our values are reinforced.
Anticipate and respond with agility and resilience to the changing needs of the University and the communities we serve.
Seek ways to improve our services to deliver in an efficient and effective way.
Embrace technology and apply this innovatively to better meet the needs of those we serve.
Challenge ourselves to reach our potential and help bring out the best in others.
Understand how what we do contributes to the objectives of the University.

Accountabilities:

With our team goals focusing on supporting our students, your actions will reflect this by being proactive, knowledgeable, agile and flexible. Aiming to be an expert in your area whilst having an overarching understanding across Student Registry and a willingness to assist in any, and all areas, as required.
You will play an integral part in upholding our team culture. Ensuring your actions reflect the team values and taking pride and personal ownership of these goals, values and behaviour.
Contribute and support ongoing reviews and implementation of Student Registry processes, to maximise efficiency and effectiveness.
Ensure you are proactive in building and remaining current in your knowledge (regulations, policies, procedures, system opportunities etc) and seek ways to improve our support of students.
Keep informed of current developments in Education locally and globally, including emerging trends and current issues affecting Massey University.
Take personal pride in delivering timely, accurate and quality outcomes while meeting workload requirements, sharing knowledge and supporting others across the team where and when possible.
Assist each other where the work demands and look for end-to-end processes wherever possible.

Student/Stakeholder Initiated Workflows:

Provide appropriate fee advice to students, sponsors, representatives, and other internal and external clients, in a responsive, proactive, and positive manner.
Keep informed of StudyLink, TEC and worldwide university decisions and trends that affect Massey University and our students.
Review TEC reports, upload and process against student accounts.
Review StudyLink reports, upload and process against student accounts.
Prepare manual Variation of Study (VoS) for students as required to request StudyLink approval.
Complete StudyLink forms on behalf of the University to support students' StudyLink applications.
Consider fee appeal applications, gather supporting documentation and submit recommendations to be considered by Senior Advisor for review.
Prepare agent commission calculation for international Agent supported students to be reviewed by Senior Advisor.
Assess international student refund applications, considering VISA and INZ requirements and referring to Senior Advisor for review.

Qualifications and Experience:
Qualifications: A relevant tertiary qualification at bachelor degree level or above is preferred but not essential.
Experience:

Previous experience in accounts or finance departments is essential.
Previous experience in tertiary environment desirable.
Maturity and flexibility to manage a variety of work pressures and demands positively.
Previous experience in working in high output/driven operational teams is desirable.
Proficiency in Microsoft Office Suite and ability to easily adapt to other/internal IT systems.

Capabilities:
Accountability: Understanding of the importance of being accountable and ability to focus on those activities that have the greatest impact on meeting work commitments.

Demonstrates an ability to meet own responsibilities.
Removes obstacles to work objectives.
Maintains a sense of urgency and a positive attitude.
Brings potential problems to the fore, thereby enabling decision makers to keep projects on track.
Adjusts work to accommodate the needs of group processes.

Capability: Understanding of the necessity of evolving the business to remain competitive and ability to understand, adapt oneself to, respond to and proactively seek changes and innovation in the business environment to improve the competitive advantage of an organization.

Describes the rationale, concepts used and importance for the individual and organization to continuously transform.
Identifies the changes and ambiguity existing in the business environment.
Asks questions and accepts feedback non-defensively.
Gathers necessary information, learning resources and best practices used to resolve ambiguous situations.

Interpersonal Relationships: Knowledge of the techniques and the ability to work with a variety of individuals and groups in a constructive and collaborative manner.

Explains the benefits of maintaining positive working relationships with work colleagues.
Identifies roles and responsibilities for self, including when escalation is required.
Provides examples of individuals with good interpersonal skills and their specific skills.

Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.

Provides direct service to internal or external stakeholders.
Able to respond to common stakeholder queries and problems or escalate if required.
Responds to unexpected stakeholder requests with a sense of urgency and positive action.
Provides a level of customer centric service excellence that contributes to the department's objectives.

Priority Setting: Knowledge of effective self-management practices and ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.

Explains basic concepts of time and priority management.
Understands own role priorities on a day to day basis.
Describes team or unit priorities and how they relate to roles.
Seeks guidance in detecting and addressing priority conflicts.

Customer Service Management: Knowledge of customer service priorities and ability to utilize tools and techniques for maintaining an environment where all understand and are committed to providing excellent service to internal and external customers.

Demonstrates an understanding of the underlying concepts and values of a service organization.
Identifies key characteristics of effective customer service.
Cites examples of keeping the customer as the focal point of all team activity.
Seeks help, as needed, in satisfying customers.

Pre-employment Checks:

Requirement to pass a Criminal and Traffic Convictions (Security) Check performed by the Ministry of Justice.



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