Student Services Representative

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.

An integrated student services centre in the Office of the Registrar provides employees with an opportunity to be engaged and support students at McMaster in meaningful ways. The centre, which services over 30,000 customers, takes a first-contact resolution approach in helping students navigate self-service options, providing transactional and in-depth assistance and university/financial counselling. Approximately 75-80% of the student inquiries entering the service centre will be focused on student enrolment and finances. We are currently looking to hire a Student Services Professional in our Student Services department that will use a variety of specialized skills to promote and support the overall strategic plan of the Office of the Registrar.

General Description

The Student Services Representative is responsible for delivering student services to prospective and current students, alumni, campus guests and partners. Inquiries and problem solving are related to student administrative needs with a focus on student finances, aid and awards, admissions, credentials, and enrolment; and managed using several different communications platforms such as in-person services and live chat. As a first point of contact for the Office, the position involves a high-level of emotional intelligence which is used to understand the student with compassion and empathy while actively solving complex problems within University and Ministry processes and policies.

Representative Duties & Responsibilities

• Liaise independently with applicants, students, parents, alumni, faculty, and staff to explain detailed policies, procedures and services using a variety of communication platforms; both in-person and online.

• Perform job duties in a state of readiness; both in person and online, open to a wide range of student issues.

• Provide confidential advice to students including, but not limited to, admission requirements and eligibility, enrolment, family and status changes, tuition and supplementary fee payments, charges and interest waivers, government assistance OSAP (Ontario Student Assistance Program) and eligibility, and income revisions and the impact that these changes have on financial aid eligibility and university status/fees.

• With a high-level of emotional intelligence, and interpersonal skills, provide relevant advice to students in navigating complex administrative and financial situations.

• Focus on meeting service level standards while supporting students from a student-centric approach.

• Using active listening and probing questions, interview students regarding sensitive financial issues, family history, food insecurity, competing personal choices, academic issues, immigration challenges and assess and evaluate the information provided.

• Research solutions to student issues using in-depth knowledge of university resources, programs and policies as well as community programs and funding sources.

• Provide support to applicants, students and alumni when completing administrative activites, such as submitting various financial and academic applications, managing resources, navigating Mosaic and self-service options.

• Advise prospective students from all education sources on program options and admission requirements.

• Support, listen , categorize, assess and refer at-risk students to the appropriate internal and/or external services and departments that offer specialized assistance to individuals in need.

• Interpret, apply and articulate policy and practice to students and alumni using clear, concise and empathic language.

• Regular multi-tasking including navigating different systems while educating students on multiple steps in a process.

• Screen aid and award applications.

• Complete a complex adjudication process for financial aid applications, which includes, but is not limited to eligibility assessments, validating and inputting supporting documentation, applying cost codes, initiating correspondence, confirmation of enrolment, and updating university and government systems.

• Assess and determine student eligibility to apply for a variety of programs and services including OSAP, awards, bursaries, meal cards, international fee exemptions, admissions application requirements.

• Collect, analyze, assess, and summarize information relevant to the student inquiry and/or issue to assist in the decision-making process and develop a resolution or recommendations for final approval and implementation.

• Review student accounts for validity of records, fees, payments and other charges, and process interest waivers and charges to the student account.

• Develop programs and services to assist current and prospective students to obtain and manage their resources throughout their post-secondary career.

• Contribute to project work aimed at the continual enhancement of service delivery.

• Maintains the confidentiality of applicant and current student records

• Apply University and government policies to student issues/inquiries and daily office practices on a regular basis. Ensure adherence to established university schedules and deadlines. Remain current with changes in internal and external policies and procedures through workshops, meetings, or reading manuals.

• Ensure compliance with inspections, audits, and government policies through the correct interpretation and application of information provided through various government policy and guidelines.

• Collaborate with various stakeholders to gain insights and offer possible resolutions to student issues that include financial obligations and related processes.

• Liaise with colleagues both internal and external to the University to discuss and understand a range of issues, including but not limited to, best practices and technological improvements.Plan and coordinate outreach events and educational sessions.

• Participate in and/or present at student services events and meetings and provide information in support of departmental services (i.e., recruitment events, convocation, Ontario University Fair, etc.).

• Review and interpret a variety of supporting documentation in order to assess,process applications, and release funds.

• Process and distribute official documentation (i.e., tax forms, receipts, certification letters, incoming documentation from applicants. transcripts and diplomas).

• Review and process a variety of education verifications being mindful of eligibility requirements and the risk of fraud.

• Provide new and replacement identification cards to students.

• Interpret, apply and articulate policy and practice to students and alumni using clear, concise and empathic language.

• Assemble, copy, collate, and distribute documents and packages.

• Sort and distribute incoming mail and faxes.

• Set up and maintain filing systems, both electronic and hard copy. File and archive ministry documents.

Supervision

• Provides ongoing functional guidance to others.

Qualifications

• Bachelor's degree in Business, Social Sciences or related field of study.

• Requires 3 years of relevant experience

The successful candidate will possess the following skills and abilities:

• Works well both independently and in a team setting.

• Project Development

• Attention to Detail

• Strong Customer Service

• Collaboration

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.