Student Service Specialist

Overview The Student Service Centre is a high-volume, fast-paced, cross-functional office that provides a wide range of information and services to prospective students, applicants, current students and alumni to support holistic student success. Students and the public can access the services in-person or remotely via phone, chat, and email. We are looking for a positive, empathetic and collaborative individual to join a service-oriented team of highly skilled professionals to provide student support to a diverse population of students and the public. As the first point of contact for most students and the public, the Specialist is required to determine everyone’s needs through active listening and effective questioning. The Specialist must be competent in managing high volumes of enquiries and information with composure and confidence. They also need the ability to process information and perform transactions quickly while ensuring accuracy and confidentiality. These roles are integral members of the Office of the Registrar team and work collaboratively with other NAIT professionals across all program and service areas. The Specialists are innovative and, within the scope of their role, bring forward suggestions for improvements to service and business processes. The Specialists are competent problem-solvers with extensive knowledge of NAIT programs, services, financial transaction management, and student-related policies and procedures. The successful candidate is service-oriented and sensitive to the diverse needs of students. The ability to provide complete and concise explanations of complex and nuanced processes is vital. Success in this role is heavily dependent on the ability to seek out information and to stay current with the dynamic and changing conditions at NAIT. Key Responsibilities Respond to a wide range of admission, enrolment, financial, and policy or procedural questions from students and the public Provide information regarding NAIT program selection to potential students Review and analyze student accounts, and connect with other departments as needed to resolve student enquiries Provide support for a wide variety of transactions including assisting students with payment support, assisting with enrolments and guidance on other student transactions Identify opportunities for follow-up based on understanding prospective student and applicant needs, anticipating future concerns Maintain up-to-date knowledge of relevant information and procedures Provide supports across a range of modalities, including email, phone, chat, and in-person Participate in coordinated outreach activities; proactively reach out to students to provide them with support and information Participate in projects and assignments as required to continuously improve services to internal and external customers Skills & Abilities Proven ability to provide high quality service to a broad range of clients Ability to demonstrate a high-level of emotional intelligence Demonstrated empathy and active listening skills Exceptional communication and interpersonal skills Ability to build collaborative working relationships Strong critical thinking and problem-solving skills Ability to remain upbeat, accurate, thorough, and organized while constantly multi-tasking in a busy environment Capacity to continuously learn and manage large volume of information Well-developed computer skills are critical as the role relies heavily on the efficient use of several complex software platforms in time-constrained situations. The ability to multi-task between programs is essential, and proficient typing skills are required Qualifications Bachelor’s degree required Experience working in a Post-Secondary Institution is preferred Experience working within a front-facing service area or a call centre environment is an asset PeopleSoft experience is an asset Preference may be given to candidates with knowledge of NAIT’s programs, policies and procedures Equivalencies may be considered Applicants with education credentials earned outside of Canada should have their credentials evaluated by World Education Services (WES), International Qualifications Assessment Service (IQAS) or the Comparative Education Services (CES). Remuneration : $55,138.46 - $72,519.72 annually, plus a comprehensive benefits package. (Classification – Admin Officer I). This position is covered by the Alberta Union of Provincial Employees (AUPE) Collective Agreement. Please submit a resume and cover letter to be considered for this opportunity. About NAIT We are known as one of Alberta’s top employers. NAIT’s culture reflects our shared values of respect, collaboration, celebration, creativity, and accountability. We offer benefits and unique perks focusing on health and wellness, work-life balance, recognition, and professional and personal growth. In addition to excellent vacation time, we offer paid time off between Christmas and New Year’s. NAIT supports a flexible work environment, enabling staff to request approval for on-campus, off-site, or hybrid work arrangements based on the nature of the role. Remote positions require employees to reside within Canada. NAIT is committed to fostering a safe environment that supports equity and cultivates inclusion through our Centre for Community and Belonging (CCB) and our Equity, Diversity, and Inclusion Strategy. We are a proud partner of the Canadian Centre for Diversity and Inclusion. While we encourage all qualified applicants to apply, only those being considered will be contacted. If you require any accommodations, please connect with us at #J-18808-Ljbffr