Student Central Officer

**Student Central Officer**:
Student Central offers frontline support to our diverse student body throughout the student life cycle, from admission through graduation.

**Primary Purpose**: To provide one-on-one service to students with the aim of fostering a positive personal and academic student experience.

**Nature of Work**: Reporting to the Manager and Associate Registrar (Student Central) and regularly consulting with the Student Central Coordinator, the position works in a fast-paced, student-centered team environment. The position involves analysis of a wide variety of student situations and circumstances; making decisions about course of action; referral to other student service professionals; and follow-up if necessary. The work requires an open mind, innovative thinking, good judgment, an ability to manage stressful or sensitive situations, cross-cultural sensitivity and diversity awareness and a strong commitment to creating an exceptional student experience. As a fully contributing member of a highly interdependent student service team, the position requires resiliency, dependability and commitment to maintaining appropriate team workload balance and high service standards.

**Typical Duties or Accountabilities**:

- Provide students with timely and accurate information and offer appropriate advice and value-added service on a wide variety of functions, policies and deadlines, including but not limited to registration, examinations, student records, convocation, scholarships and awards, confirmation of enrolment, transcripts; and interpreting rules and regulations governing these programs.
- Provide leadership and foster the student-centered philosophy by engaging in professional development, researching and developing best practices, and serving as a model of exemplary customer service to internal and external stakeholders.
- Liaise with internal and external units across campus in order to provide efficient, effective and integrated student services and to develop processes and procedures consistent with student-centered service philosophies, policies and practices. Possess the willingness and capacity to be a knowledgeable resource for others on campus.
- Actively participate in Student Central initiatives, including analyzing and organizing data, drawing conclusions, development and maintenance of online components, effective communication, implementing effective customer service practices, and making recommendations to the Student Central team that relate to business process improvements, functions and timelines.
- Uphold the University’s fiduciary responsibility by making sound decisions and recommendations in financial appeals and crisis aid funding, through accurate processing of government student loans and by appropriately assessing and interpreting fees on student accounts.
- Actively contribute to the development and evolution of Student Central mission and initiatives.
- Analyze how unique student situations can be accommodated and work with students to determine the most appropriate course of action to engage them and ensure their needs are met while balancing the requirements of the University’s policies and procedures.
- Establish and maintain collaborative, productive and positive relationships across the Teaching, Learning and Student Experience portfolio and the University.
- Provide leadership and foster a student-centered philosophy by making presentations to students, parents, colleges and schools, and other academic and administrative units.
- Assist in the informal or formal assessment of Student Central services, resources, or student learning outcomes as required.
- Enact the mission, vision and values as well as the strategic directions and plans of the unit, the University Registrar’s Office, the Teaching, Learning and Student Experience portfolio, and the University.

**Education**: A minimum of an undergraduate degree.

**Experience**: One to two years of related experience, preferably in a student-centered university environment. Knowledge of the University’s academic and administrative structures and processes, including Jira Service Desk, is an asset. Prior knowledge or experience with the student information system (Banner Student) is preferred.

**Skills**: Successful prior experience in a high-functioning team environment; a proven commitment to superior customer service; exceptional communication (written, verbal, and presentation) and interpersonal skills; proven high level problem-solving, critical-thinking, and independent decision-making ability; ability to tactfully and sensitively interact with a diverse community; a high degree of appreciation for confidentiality of information; capability to organize multiple tasks with competing time demands in a dynamic and fast-paced work environment; demonstrated ability to maintain attention to detail; innovative and service-improvement oriented.

**Department**: Student Central
**Status**: Permanent
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