Representative, Student Support

2 months ago

Montréal, Canada Concordia University Full time

**Position Number**: 50000522 / P4426
**Department**: Birks Student Service Center
**Grade**: PE196-7
**Campus**: Sir George Williams (Downtown)

**Salary**: $27.24 - $32.34 per hour
**Union/Association/HR Policy**: CUSSU

**Posting deadline**:March 10, 2023

Recognized as Canada’s top university under the age of 50, and one of Montreal’s top Employers, Concordia University is the place to be if you are looking to grow, contribute and innovate in a dynamic and multicultural environment.

Be part of a community that addresses society’s big challenges, supports your personal and professional growth, and makes a real impact in building a more sustainable world.

As a member of our community, you will have access to comprehensive benefits, a defined pension plan and numerous on site well-being facilities such as a state of the art gym and health clinic as well as a variety of educational and cultural opportunities.

**NOTE**:

- This posting represents a replacement contract until February 7, 2025._

**SCOPE**
Reporting to the Manager, Birks Student Service Centre, the incumbent is responsible for providing welcoming and professional front-line customer service. They provide information concerning the university administrative and financial issues and accurately process a wide variety of financial and non-financial transactions. The Student Support Representative is also responsible for resolving student concerns within the scope of the role and for escalating more complex issues to the appropriate resource.

**PRIMARY RESPONSIBILITIES**
- Troubleshoot and diagnose the root cause of academic impediments as presented by students, including: asking probing questions, analysis of Student Contact Notes, review of documents on file, review of student record.
- Provide recommendations to impediments by means of step-by-step action plan; liaise with various university departments to resolve more complex questions or situations as required and inform students regarding resources and support available.
- Process a wide variety of student-related transactions which include the submission of various forms, payment of tuition and fees, etc.
- Provide explanations and answer a variety of questions regarding enrolment status letters; prepare enrolment status letters, at the request of the student.
- Troubleshoot and provide information, explanation of fees, and general service related to the students’ financial account.
- Recommend, accept and review student documentation for Student and Enrolment Services programs and ensure the timely forwarding of documents to the appropriate department.
- Process socio-demographic changes on behalf of the student on the student information system (SIS).
- Close electronic payment deposit shift; balance and verify daily cashier transactions register and submit all covering payments to the Student Accounts Office.
- Provide reception duties on a rotational basis
- Assist with the preparation of reference/training materials for the unit. Provide assistance with the shadow training of new employees.
- Perform other duties in support of the operation of the unit.

**REQUIREMENTS**
- Diploma of Collegial Studies (two year pre-university DEC) and two to four years of work experience in a customer service role; previous experience working in an academic setting desirable.
- Knowledge of Concordia University rules, regulations and the academic calendar an asset.
- Good knowledge (Level 4) of spoken and written English to communicate effectively with students and faculty; basic knowledge (Level 3) of spoken and written French to answer general inquiries. Knowledge of additional languages an asset.
- Basic knowledge of Word; knowledge of the Student Information System (SIS) an asset.
- Excellent interpersonal and communication skills with the ability to deal firmly but politely with students and other concerned parties.
- Aptitude to work in a service-oriented environment as both a member of the team and independently.
- Sensitivity to students’ concerns
- Approachability, being sensitive and patient with others, ability to keep composure and to be a calming influence in a difficult situation is desirable.
- Keen attention to details with the ability to multitask and work under pressure. Ability to respond to a large number of client inquiries highly desirable.
- Ability to work outside normal operating hours.

Concordia University is an English-language institution of higher learning at which the primary language of instruction and research is English. Since this position supports academic and administrative functions of the university, proficiency in English and French, as indicated, is required.

**Territorial Acknowledgement**
Concordia University is located on unceded Indigenous lands. The Kanien’kehá:ka Nation is recognized as the custodians of the lands and waters on which we gather today. Tiohtià:ke/Montreal is historically known as a gathering place for many First Nations. To

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