Student Service Coordinator - Queens University

A Brief Overview

The service hub in the Office of the University Registrar (OUR) is looking for individuals to join its team who are ready to continue pushing boundaries in the name of delivering extraordinary service. Our team takes ownership of each service inquiry, resolving the request when possible and collaborating with business partners to see the issue through to conclusion when required. Our priority is to provide a level of service that gets students to their end goal as quickly and efficiently as possible. All staff are empowered to exercise exceptional judgment and critical thinking to make decisions to achieve this objective, understanding that their work has a significant impact not only on the individual student's success but also on the recruitment and retention goals of the university. To be successful in this role, you should have an innovative mindset that can problem solve and thrive in a fast-paced environment. A high attention to detail is also needed to ensure accurate completion of processing tasks.

This position acts as the first point of contact for all Undergraduate Admission and Recruitment (UAR) and the Office of the University Registrar (OUR) inquiries including admissions, course enrolment and registration, student accounts and payments, financial aid and awards, exams, and transcripts. This position maintains a thorough knowledge across all functional areas to resolves inquiries, collaborating with subject matter experts or other departments when necessary to see situations through to completion. This position completes processing tasks including custom letters, student cards, transcripts, and diploma production and distribution. This position also assists with university events such as convocation, orientation activities, student service fairs, and recruitment events.

What you will do

• Acts as the first point of contact for Undergraduate Admission and Recruitment (UAR) and the Office of the University Registrar (OUR) inquiries about student admissions, course enrolment and registration, student accounts and payments, financial aid and awards, exams, transcripts, etc. in person, virtually, by phone and by email.
• Supports prospective students and their families, current students, alumni, faculty, and staff by triaging the nature and complexity of their inquiry to determine the most appropriate actions.
• Anticipates student needs, responds to student requests, and provides advice to address or resolve student requests/issues and mitigate future concerns.
• Collaborates with subject matter experts or other departments when necessary to see situations through to completion.
• Maintains a thorough knowledge of all UAR and OUR support area processes and responsibilities as well as university procedures, regulations, and services available to students.
• Assists students with navigating university information systems.
• Processes custom letters, student cards, transcripts, and assists with diploma production and distribution.
• Assists with university events such as convocation, orientation activities, student service fairs, recruitment events, etc.
• Identifies service gaps and makes recommendations to service changes that support and enhance the student experience.
• Provides guidance to work study students and/or casual staff.
• Other duties as required in support of the department and/or unit.

Required Education

• Two-Year Community College Diploma.

Required Experience

• More than 2 years and up to and including 3 years of experience.
• Consideration may be given to an equivalent combination of education and experience.

Job Knowledge and Requirements

• Knowledge and insight of practical methods, techniques, and work processes that is typically acquired through a combination of technical training and/or substantial work experience.
• Provide information to others that requires technical or administrative explanation or interpretation.
• Attempts to resolve a difficult or challenging interpersonal situation or, overcome resistance to gain cooperation.
• Adapt messages to meet the needs of the intended audience.
• Manage own work and may train and review the work of casual employees, work study students, and/or volunteers, to see commitments through to completion.
• Participate in project team meetings and is involved in developing individual and team project plans.
• Identify new problems and seeks information and input to fully understand the cause.
• Identify opportunities to improve the effectiveness and efficiency of work processes.
• Break down concrete issues into parts and synthesizes information succinctly.
• Respect diversity and promotes inclusion in the workplace.
• Awareness of relevant legislation, including Employment Equity, Human Rights legislation, Treaties, sexual violence legislation and the Accessibility for Ontarians with Disabilities Act and its regulations.

Please apply online at:
https://clients.njoyn.com/CL4/xweb/xweb.asp?clid=74827&page=jobdetails&jobid=J1225-0216&BRID=EX433670&SBDID=21474&LANG=1.