University of Waterloo

  • Student Service Specialist

    Requisition ID
    2019-3825
    Job Category
    Student Services
    Department
    5730 - Student Service Centre
    Job Status
    Regular Full-Time
    Hiring Range
    $41,377 - $51,721
  • Overview

    Accountable to the Manager, Student Service Centre, the Student Service Specialist position is responsible for providing proactive, student-focused, and exceptional front-line service in a variety of formats (i.e. in-person, telephone, email) to our diverse University of Waterloo population. This position handles each interaction professionally, effectively, empathetically and in accordance to the University’s values in regards to diversity, accessibility and inclusion.

    Responsibilities

    Service Delivery

    • Acting as the first point of contact in the SSC, this position supports students by providing information in an accurate, friendly, empathetic, student-focused, and timely manner
    • The range of services that the Specialist will be representing is wide and varied, including answering inquiries about student records, awards, financial aid, and admissions; providing general guidance on university guidelines, policies and processes as well as student leadership, international and other opportunities
    • Triages the nature and complexity of inquiries and determines actions to be taken, advising stakeholders, as appropriate
    • Responsible for accurately interpreting and applying the appropriate regulations, procedures and policies to the cases presented by students to offer them information concerning their situation and initiates resolution of complex problems
    • Proactively looks for ways to enhance the student’s experience beyond the immediate request by being knowledgeable of alternative options and resources available
    • Produces verification of enrollment documentation including official University letters and assists with transcript production for both undergraduate and graduate students
    • Updates/changes student records on-line in a timely manner including processing course overrides
    • Applies guidelines and procedures appropriately and represents the SSC and University professionally
    • Upholds confidentiality and privacy of student information, inquiries and cases as per University Policy 46
    • Monitors or delegates work to casual staff/co-op students of the SSC, when applicable

    Administration, Operations and Systems Support

    • Reviews all documents for completeness and accuracy, ensures requirements are met and adviseson deadlines
    • Understands and supports the various technology systems and processes that the SSC utilizes for the continuous improvement and enhancements of service
    • Maintains and organizes inventory and status of all confidential student records, documents and forms
    • Knowledgeable of the University’s guidelines on document retention and shredding procedures
    • Collects payments for SSC’s forms and is responsible for the daily reconciliation of point of sale machines
    • Supports processes, as defined, to create and maintain data integrity
    • Attends team meetings identifying procedural problems, offering suggestions for improvement of services and recommending changes

    Knowledge Expertise and Continuous Improvement

    • Participates in ongoing training to ensure a deep knowledge base in a wide variety of UW service areas (i.e. Student Financial Services) and the various Faculty Undergraduate and Graduate Offices
    • Continuously contributes to the service catalogue to ensure relevant, up-to-date information
    • Leads and contributes to projects, when applicable

    Qualifications

    • University degree in relevant field or equivalent education and/or experience
    • 1-3 years’ experience in a front facing service role, preferably in a post-secondary environment
    • A proven ability to provide exceptional front-line service in a fast-paced environment isn required
    • MS Word - Intermediate; Excel - Intermediate; PowerPoint - Basic; Other - Experience using on-line Student Information Systems an asset
    • May be required to work outside of regular hours as the SSC will be open in the evenings and weekends

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