Undergraduate Service Coordinator

6 months ago

Waterloo, Canada University of Waterloo Full time

Overview:
This position provides continuity and proactive support to the advising team, including carrying out administrative tasks and projects, student communications and maintaining resource information. The Undergraduate Service Co-ordinator supports AUO operations more broadly and acts as a point of contact internally for academic units and department staff within the Faculty.

**Responsibilities**:
Provide a comprehensive range of frontline student-centric support including, but not limited to the following:

- Acts as a welcoming first point of contact for the AUO
- Triage the nature and complexity of inquiries and determine action to be taken, advising stakeholders as appropriate; clarify information beyond the immediate request
- Is highly attuned to student needs in order to identify urgent concerns or sensitive matters; maintains student-focused mindset, despite workload demands and challenging interactions with students, parents, and guardians
- Proactively looks for ways to enhance the student’s experience beyond their immediate request by being knowledgeable of additional or alternative options and resources available
- Deliver immediate support to students in distress; follow up with appropriate referrals
- Attains in-depth familiarity with a number of academic and other campus resources in order to act as a key resource and address a wide range of student inquiries:

- Student groups served by the Arts Undergraduate Office (in-dept understanding of advising portfolios)
- Undergraduate Calendar: regulations and procedures
- Faculty of Arts: major/academic plan advisors, program websites, processes and procedures
- Registrar’s Office: schedule of classes, important dates, forms, accommodation procedures, final exam information, convocation
- Student Information Systems, related instructions and troubleshooting guides enrolment procedures
- Co-op resources
- Student support resources including: Student Success, Finance (fees and financial aid), international exchange, transferring to Arts
- Schedules student appointments for each academic advisor and maintains each academic advisor’s appointment calendar with high degree of promptness and accuracy
- Maintains student data in the AUO, including records of student visitors and file transfers
- Upholds privacy and confidentiality of student information as per Policy 46
- Participates in training that involves equity, inclusion, diversity, accessibility, and anti-racism
- Trains new co-op students and other staff members who are responsible for covering the welcome desk
- Active contributor to advising team meetings: engages in discussion, provides informed recommendations and feedback on service and processes, takes notes, follows up on action items as needed

Student communications and resources
- Maintains up-to-date web content management training
- Proactively reviews and updates AUO student support web content for accuracy and clarity
- Ensure that all information posted or available for distribution to students in all formats is up-to-date
- In collaboration with the Advising team, contributes to the creation and implementation of student academic communication plans within the scope of the AUO
- Maintains a strong understanding of student groups served by the AUO to determine academic information relevant to each audience

Provides a comprehensive range of administrative and operational support to the Arts Undergraduate Office (AUO) and members of the department, including but not limited to:

- Periodically carries out the secure disposal of files on behalf of AUO members, utilizing a strong understanding of the University’s information management policies and procedures, and maintaining strict confidentiality regarding restricted information
- Maintains lists of academic advisors and undergraduate co-ordinators in the Faculty of Arts, and AUO staff
- Maintains membership and access to AUO resources and distribution lists; shares appropriate onboarding information to roles involving activities supported by the AUO (advising, scheduling, curriculum)
- Prepares data and statistical reports as required by Associate Deans, Manager of Academic Advising, or other AUO members;
- Provides administrative and secretarial support for one or more committees, including minute-taking and record retention
- Assists with space allocation, including provision of furnishings, equipment, renovations, and telephone and computing services for incoming faculty, staff and visitors
- Reviews and reconcile financial statements as directed
- Updates key internal resources, reference materials, office procedures
- Monitors office equipment and supplies, placing orders and service requests as needed
- Maintains mailboxes; distribute incoming mail; arrange deliveries
- Maintains the office to ensure it remains in a state appropriate for visitors
- Organizes departmental events and workshops, other administrative tasks as required
- Responsible for opening and

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