Student Services Professional

**Schedule**

Monday to Friday, 35 hr/wk.

8:30 AM - 4:30 PM

**Education Level**
Bachelor's degree in Business or related field of study.

**Career Level**
Requires 3 years of relevant experience.

**Department Description**:
The Office of the Registrar provides a number of services to both prospective and current students and is the primary information source on enrolment, convocation ceremonies and important student dates and events throughout the year. We are a smart, collaborative group of approximately 100, spread across 9 departments: Student Services, Aid & Awards, Student Recruitment, Undergraduate Admissions, Student Records & Systems, Scheduling & Examinations, Student Communications and Central RO Administration. This supportive and dynamic team works together to provide assistance to students from their initial recruitment contact with McMaster until they graduate.

An integrated student services centre in the Office of the Registrar provides employees with an opportunity to be engaged and support students at McMaster in meaningful ways. The centre, which services over 30,000 customers, takes a first-contact resolution approach in helping students navigate self-service options, providing transactional and in-depth assistance and university/financial counselling. Approximately 75-80% of the student inquiries entering the service centre will be focused on student enrolment and finances. **We are currently looking to hire two continuing Student Services Professionals in our Student Services department that will use a variety of specialized skills to promote and support the overall strategic plan of the Office of the Registrar.**

**General Description**

The Student Services Professional is responsible for providing guidance and advice to prospective and current students for inquiries and situations regarding undergraduate programs, admissions processes, student enrolment and student financials. Develops programs and services to assist current and prospective students to obtain and manage their resources throughout their post-secondary career. Responsible for providing accurate information and ensuring a thorough knowledge of University and Ministry policies and regulations. Provides exemplary student service using a variety of communication platflorms to prospective and current students, alumni, parents, and guests as well as campus colleagues.

**Representative Duties & Responsibilities**
- Develop programs and services to assist current and prospective students to obtain and manage their resources throughout their post-secondary career.
- Create customized strategies to help students overcome financial obstacles.
- Interview students regarding financial issues, family history, personal choices, academic issues, and assess and evaluate the information provided.
- Provide confidential advice to students including, but not limited to, admission requirements and eligibility, the modification of course and program requirements, family and status changes, government assistance and eligibility, and income revisions and the impact that these changes have on financial aid eligibility and university status/fees.
- Collaborate with various stakeholders to educate students on their financial obligations and resolution of student issues.
- Advise prospective students from all education sources on program options and admission requirements.
- Research external funding sources available to students and provide students with information on available external funding options and financial programs.
- Liaise with colleagues both internal and external to the University to discuss and understand a range of issues, including but not limited to, best practices and technological improvements. - Plan and coordinate outreach events and educational sessions.
- Liaise independently with applicants, students, parents, alumni, faculty and staff to explain detailed policies, procedures and services using a variety of communication platforms.
- Determine and assess students for service and/or program eligibility.
- Collect, analyze, assess, and summarize information relevant to the decision making process and develop recommendations for final approval and implementation.
- Refer at-risk students to the appropriate internal and external services and departments that offer specialized assistance to individuals in need.
- Process and distribute official documentation (i.e., tax forms, receipts, certification letters, incoming documentation from applicants. transcripts and diplomas)
- Participate in student services events and meetings and provide information in support of departmental services (i.e., recruitment events, convocation, Ontario University Fair, etc.).
- Review student accounts for validity of records, fees, payments and other charges, and process applicable refunds.
- Processes transactions through a point-of-sale system (e.g. student account fees, refunds, and service fees).
- Enter data, generate reports and prep