Student Services Professional: Two Year Contract

**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 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 Representative is responsible for delivering student services to prospective and current students, alumni, campus guests and partners. Inquiries and problem solving are related to student administrative needs with a focus on student finances, aid and awards, admissions, credentials, and enrolment; and managed using several different communications platforms such as in-person services and live chat. As a first point of contact for the Office, the position involves a high-level of emotional intelligence which is used to understand the student with compassion and empathy while actively solving complex problems within University and Ministry processes and policies.

**Representative Duties & Responsibilities**
- Liaise independently with applicants, students, parents, alumni, faculty, and staff to explain detailed policies, procedures and services using a variety of communication platforms; both in-person and online.
- Perform job duties in a state of readiness; both in person and online, open to a wide range of student issues.
- Provide confidential advice to students including, but not limited to, admission requirements and eligibility, enrolment, family and status changes, tuition and supplementary fee payments, charges and interest waivers, government assistance OSAP (Ontario Student Assistance Program) and eligibility, and income revisions and the impact that these changes have on financial aid eligibility and university status/fees.
- With a high-level of emotional intelligence, and interpersonal skills, provide relevant advice to students in navigating complex administrative and financial situations.
- Focus on meeting service level standards while supporting students from a student-centric approach.
- Using active listening and probing questions, interview students regarding sensitive financial issues, family history, food insecurity, competing personal choices, academic issues, immigration challenges and assess and evaluate the information provided.
- Research solutions to student issues using in-depth knowledge of university resources, programs and policies as well as community programs and funding sources.
- Advise prospective students from all education sources on program options and admission requirements.
- Support, listen, categorize, assess and refer at-risk students to the appropriate internal and/or external services and departments that offer specialized assistance to individuals in need.
- Regular multi-tasking including navigating different systems while educating students on multiple steps in a process.
- Collect, analyze, assess, and summarize information relevant to the student inquiry and/or issue to assist in the decision-making process and develop a resolution or recommendations for final approval and implementation.
- Review student accounts for validity of records, fees, payments and other charges, and process interest waivers and charges to the student account.
- Develop programs and services to assist current and prospective students to obtain and manage their resources throughout their post-secondary career.
- Contribute to project work aimed at the continual enhancement of service delivery.
- Maintains the confidentiality of applicant and current student records
- Collaborate with various stakeholders to gain insi