Student Services Associate

Department Description:

The Office of the Registrar provides a number of services to both prospective and current students and is the primary source of information on enrolment, convocation ceremonies and important student dates and events throughout the year. We are a smart, collaborative group of approximately 100, spread across 8 departments: Student Services & Financial Support, Student Recruitment, Undergraduate Admissions, Records, Systems, Scheduling & Examinations, Student Communications and Central RO Administration. This supportive and dynamic team works together to provide assistance to students from their initial recruitment contact with McMaster until they graduate. .

This role elevates the student experience through a seamless integration of student interactions during the credential management process. This role will provide integrated front-facing student service and complete back-end processes.

General Description

As a first point of contact, the position addresses inquiries related to student accounts, admissions, documentation, and student credentials, with compassion and empathy, while proactively resolving student administrative issues. The Student Services Associate leverages a comprehensive knowledge base, policies and resources to proactively anticipate and provide service and create documents that meet the needs of prospective and current students, as well as alumni, campus partners and third-party organizations.

The role participates in the transfer of service for incoming international students and guides a student through the document requirements for immigration, scholarships, and finances. The Student Services Associate focuses on various student administrative needs, including student credentials (i.e. verification letters, transcripts and diplomas) and creating accurate documentation that verifies student status, educational achievements, and degree completion.

This role will direct student questions about financial aid and awards to the student services representatives.

Representative Duties & Responsibilities

• End to end coordination and execution of the credential program. Develop and implement programs and services related to credential management, including transcripts, verification letters, and diplomas. Researching new systems and processes to enhance credentialing.
• Process student requests for credentials using a variety of web-based systems (i.e. Parchment)
• Responsible for the intake, batch processing, ordering and distribution of transcripts and diplomas.
• Compose letters for students, for the various purposes including but not limited to immigration, graduate school, banking, fees, and work opportunities.
• Assist current and prospective students and alumni throughout their post-secondary careers by providing accurate and timely information, based on policies and administrative requirements.
• Ensure the accuracy and completeness of documents while maintaining confidentiality.
• Review student accounts and summaries to assess the validity of documentation, fees, and payments.
• Safeguard student records through proper retention and destruction practices.
• Complete authentication procedures to ensure compliance with inspections, audits, University policies, and FIPPA (Freedom of Information and Protection of Privacy Act) related to the release of personal and educational information.
• Provide responsive and courteous service to students via online chat and in-person visits, addressing their inquiries related to credentials, convocation, and other student administrative matters such as admissions processes, student accountse, and registrarial services.
• Guide and collaborate with colleagues, student employees and campus/community stakeholders to compile accurate student data for verification letters and resolve student queries promptly.
• Interpret, apply, and articulate policy and practice to students and alumni using clear, concise, and empathic language.
• Liaise with applicants, students, parents, alumni, faculty, and staff to explain detailed policies, procedures, and services using a variety of communication platforms.
• Liaise with faculty to organize medical narratives and supplementary letters, this includes attaching a narrative to be distributed to third party with official transcript.
• Foster positive relationships by maintaining a respectful and collaborative approach for a supportive and cooperative work environment to enhance service delivery.
• Perform job duties in a state of readiness, both in person and online, remaining open to a wide range of student issues.
• Actively listen to students, ask probing questions to assess their service and credential needs and tailor support accordingly.
• Prioritize meeting service level standards while maintaining a student-centric mindset.
• Act as a first point of contact for in-person student visits, this includes directing students according to wayfinding and type of inquiry and distributing medals and diplomas.
• During conversation with students, identify at-risk students and refer them to internal or external services that specialize in providing support.
• Interpret and apply university policies and practices, communicating them clearly to students and alumni.
• Efficiently handle multiple tasks, including navigating different systems, while educating students on various process steps.
• Contribute to projects aimed at enhancing service delivery and improving student experiences.
• Validate data by checking for missing, illegible, or invalid information. Authenticate student’s identity within web-based systems (i.e Auradata).
• Invoice third-party organizations for fees related to credentials via the appropriate system (i.e. MacBill) and process.
• Maintain accurate data related to credentials and present monthly statistical report at staff meetings.
• Provide new and replacement identification cards to students.
• Assemble, copy, collate, and distribute documents and packages via courier as needed.
• Complete point of sale transactions for select fees (i.e MacBill).
• Exercising discretion with the release of confidential information.

Supervision

• Provides ongoing functional guidance to others.

Qualifications

• Bachelor’s degree or equivalent experience in a related field.
• Requires 3 years of relevant experience.

To apply for this job, please submit your application online.

McMaster University is located on the traditional territories of the Haudenosaunee and Mississauga Nations and within the lands protected by the “Dish With One Spoon” wampum agreement.

The diversity of our workforce is at the core of our innovation and creativity and strengthens our research and teaching excellence. In keeping with its Statement on Building an Inclusive Community with a Shared Purpose, McMaster University strives to embody the values of respect, collaboration and diversity, and has a strong commitment to employment equity.

The University seeks qualified candidates who share our commitment to equity and inclusion, who will contribute to the diversification of ideas and perspectives, and especially welcomes applications from indigenous (First Nations, Métis or Inuit) peoples, members of racialized communities, persons with disabilities, women, and persons who identify as 2SLGBTQ+.

As part of McMaster’s commitment, all applicants are invited to complete a confidential Applicant Diversity Survey through the online application submission process. The Survey questionnaire requests voluntary self-identification in relation to equity-seeking groups that have historically faced and continue to face barriers in employment. Please refer to the Applicant Diversity Survey - Statement of Collection for additional information.

Job applicants requiring accommodation to participate in the hiring process should contact:

• Human Resources Service Centre at 905-525-9140 ext. 222-HR (22247), or
• Faculty of Health Sciences HR Office at ext. 22207, or
• School of Graduate Studies at ext. 23679

to communicate accommodation needs.

To ensure an ongoing and vibrant University community that meets the needs of our students, staff and faculty and supports the University mission, ability to work on-site continues to be a requirement for most University positions. The University is supportive of exploring flexible work arrangements that effectively balance operational needs and employee interests.