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Student Support Specialist
3 months ago
Position Overview
The Student Services Associate plays a pivotal role in enhancing the student experience at McMaster University. This position serves as the primary point of contact for inquiries related to student accounts, admissions, documentation, and credentials, addressing each with empathy and professionalism.
Work Schedule
8:30 am - 4:30 pm, 35 hours per week, Monday to Friday.
Educational Requirements
A Bachelor's degree or equivalent experience in a relevant field is required.
Experience Level
This role necessitates a minimum of 3 years of pertinent experience.
Department Overview
The Office of the Registrar is dedicated to providing essential services to both prospective and current students. Our collaborative team of approximately 100 professionals spans across various departments, ensuring a comprehensive support system for students from recruitment through graduation.
Key Responsibilities
- Coordinate and execute the credential management program, including the development of services related to transcripts, verification letters, and diplomas.
- Process student requests for credentials through various web-based systems.
- Manage the intake, processing, and distribution of transcripts and diplomas.
- Draft letters for students for various purposes, including immigration and academic applications.
- Provide accurate and timely information to current and prospective students, ensuring adherence to policies and administrative requirements.
- Maintain confidentiality and ensure the accuracy of all documentation.
- Review student accounts to validate documentation and payments.
- Safeguard student records in compliance with retention and destruction policies.
- Ensure compliance with university policies during inspections and audits.
- Deliver courteous service to students through online chat and in-person interactions.
- Collaborate with colleagues and stakeholders to compile accurate student data.
- Communicate policies and procedures clearly to students and alumni.
- Foster positive relationships within the team to enhance service delivery.
- Actively listen to student concerns and tailor support to meet their needs.
- Serve as the first point of contact for in-person student inquiries.
- Identify at-risk students and refer them to appropriate support services.
- Efficiently manage multiple tasks while educating students on processes.
- Contribute to projects aimed at improving student experiences.
- Maintain accurate data related to credentials and present reports as needed.
- Issue new and replacement identification cards to students.
- Process transactions for select fees.
Qualifications
The ideal candidate will demonstrate the following skills:
- Ability to work independently and collaboratively.
- Strong attention to detail.
- Exceptional customer service skills.
- Effective communication abilities.
- Proficient problem-solving skills.
