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Indigenous Student Service Specialist

5 months ago

Waterloo, Canada University of Waterloo Full time

Overview:
The Student Service Centre (The Centre) is a unique one-stop service unit for undergraduate and graduate students that allows them the opportunity to have many of their non-academic needs met in one place. Partner departments include the Registrar’s Office, Graduate Studies & Postdoctoral Affairs, Student Awards & Financial Aid, Student Financial Services, Student Success Office, and WatCard.

The incumbent represents these partner departments and provides proactive, student-focused, exceptional front-line service in a variety of formats to our diverse student population. The incumbent handles each interaction professionally, effectively, empathetically, and in accordance with The Centre’s and the University’s values with regard to student service, diversity, accessibility, and inclusion.

In the University of Waterloo’s Strategic Plan 2020-2025, it states, “We particularly recognize Indigenous students, faculty, staff and alumni. We are committed to learning about the rich history and culture of Indigenous people of this land and an institutional response to the Truth and Reconciliation Commission’s calls for action.”

In line with the University’s Strategic Plan, and the Indigenization Strategy, the Indigenous Student Service Specialist will provide specialized support for all students but, in particular, Indigenous undergraduate and graduate students.

**Responsibilities**:
Service Delivery
- Support future and current students, by providing information in an accurate, friendly, empathetic, student-focused, and timely manner. The range of knowledge required is wide and varied
- Support future and current Indigenous students, by providing specific ongoing guidance and attention
- Assist students by providing information primarily regarding admissions, student records, awards, financial aid, and the student financial account
- Triage the nature and complexity of inquiries and determine actions to be taken, consulting with, or handing off to partners, as appropriate
- Maintain a student-focused mindset throughout, despite workload demands and challenging interactions with students, parents, and guardians
- Proactively look for ways to enhance the student’s experience beyond their immediate request by being knowledgeable of additional or alternative options and resources available
- Produce official University documents including enrolment letters, transcripts and diplomas
- Ensure a high degree of accuracy by conveying accurate and clear information to students and when producing official documents. Errors in this position can result in major negative implications to students and alumni. A high level of accuracy and attention to detail is required
- Excellent professional, yet welcoming and friendly, verbal and written communication is required as this position represents the university to prospective students, current students, and off campus stakeholders
- Verify student enrolment and alumni degrees for various purposes including employment, immigration, regional transit, etc.
- Verify the identity of an individual using procedures in place and have the discernment to recognize deception
- Update student records including name changes and course enrolment
- Must use discretion, tact, sound judgement and problem-solving skills, and be able to know when and where to escalate an issue
- Remain friendly, calm, and clear-headed during situations where a student, parent, or guardian is upset and displeased
- Uphold privacy and confidentiality of student information as per Policy 46
- Propensity to work collaboratively in a team environment, in particular with others who are performing the same role and who all rely on each other to complete the job duties
- Knowledgeable of our partner departments’ business processes and of faculty and university guidelines, policies and procedures especially pertaining to academic progression, student experience and success, and privacy

Administration, Operations and Systems Support
- Understand and support our various technology systems The Centre utilizes including the queuing system, staff training and resource platform, ticketing platform, and digital credentialling system
- Able to adapt to new technologies and new business processes
- Responsible for opening and closing The Centre daily
- Receive payment for official documents, bursary repayments, and fines. Handle payments via cash, debit, credit card, cheque, or WatCard payment
- Maintain and organize confidential student records, documents and forms
- Prepare packages for courier and regular mail often on tight timelines

Knowledge Expertise and Continuous Improvement
- Provision of context, advice, and guidance to the team in the Student Service Centre on Indigenous matters
- Participate in ongoing training to ensure a deep knowledge-base in a wide variety of student service areas (i.e., Registrar’s Office, Graduate Studies & Postdoctoral Affairs, Student Financial Services, Student A