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Student Services Representative

4 weeks ago

Hamilton, Canada Mohawk College Full time

**Student Services Representative - Lead (Appendix D/Temp. Assignment: Sept. 2023 - March 2024)**

**Status**:Appendix D/Temporary Assignment: September 2023 - March 2024

**Hours**: Monday - Friday, 35 hours/week

**Home Campus**: Fennell

**Payband**: F

**Rate of Pay**:$28.56

**Posting Date**:August 21st, 2023

**Closing Date**: August 25th, 2023 at 7:00 pm EST

We support and encourage the contributions of our diverse employees. We are committed to nurturing an equitable, diverse and inclusive (EDI) environment for everyone who learns and works at Mohawk College. We believe the rich diversity among our students and the communities we serve should be reflected within our workforce. As educators we believe it is important to act and show leadership in advancing the principles of equity, diversity and inclusion in our community.

Mohawk College is currently recruiting for our next

**Student Services Representative - Lead**

Reporting to the Manager, Service Integration, the Student Services Representative (SSR) - Lead position provides extensive customer service support for a diverse clientele including post-secondary, continuing education, apprenticeship and international students, as well as faculty and prospective applicants, through both the Service Counter and the Contact Centre.

The SSR - Lead will be working in a fast-paced office/College environment and will be receiving and placing telephone calls, while at the Contact Centre; and assisting students, staff and visitors with troubleshooting, registration, financial assistance, general info and data entry, while at the Service Counter.

It is the responsibility of the incumbent to maintain solid customer relationships by handling their questions and concerns promptly, courteously, and professionally.

In addition to the frontline customer service support, the incumbent will serve additional duties to support the Coordinator, including staff coverage issues for the service counter and welcome desk, supplies ordering and physical organization of the workspace in the Square. The incumbent will also be the first point of escalation for Student Services Representatives’ questions or student issues.

**Responsibilities**:
The duties of this position include, but are not limited to:

- Ability to understand and articulate the services within the college that are available to students. Liaise with other service areas, such as Accounts, Academic Areas, Continuing Education, and IT, to problem-solve issues and address student needs.
- Provide feedback on current processes to better engage with students to ensure continued support and improve service levels
- Aptitude to thoroughly understand the Registrar’s systems to adequately service students, pull reports, troubleshoot issues, distribute tickets among staff, and monitor the responses provided by staff to ensure they are appropriate, timely and effective.
- Accepts and processes payments for tuition fees and/or ancillary services. Completes Banner reports daily, reconciles cash and prepares deposits for the accounting department.
- Support for operational functioning of Service Counter in the Square: staff coverage issues (reallocating staff resources if someone is sick etc.), supplies ordering and physical organization of the Square. First point of escalation for any question from SSRs or issues from students.
- Prepares and issues college documentation (transcripts, verification of attendance etc.) during non-peak times. Provides a range of clerical services to support department operations.
- Completes documentation in compliance with record-keeping requirements of the College, and external organizations as appropriate e.g. the Ministry of Training, Colleges and Universities, provincial and federal government Financial Assistance programs, etc. Specific procedures and documentation requirements vary for post-secondary, continuing education and apprenticeship programs, and generally involve a considerable degree of confidentiality.

Other duties as assigned.

**Qualifications**:

- A minimum 2-year diploma in Office or Business administration, Business General, Educational Support or a related field
- A minimum of three years of practical experience, in a service-oriented environment within an educational setting; primarily related to supporting applicants, students and staff, as well as an understanding of college services and corporate information systems. Additional training related to Banner, FastSuite, Core Cashiering, MyMohawk, Q-Nomy, OCAS, MyCreds
- Demonstrated commitment and understanding of human rights, equity, diversity and inclusion with the ability to communicate and work effectively with diverse groups of students, employees and the community.

Mohawk College prioritizes recruiting and retaining diverse employees. With this in mind, the College is committed to fostering inclusive and barrier-free recruitment and selection processes.

Should you require accommodation through any sta

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