Term: 16 months
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.
This role is contingent on funding.
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 advises on 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
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 is required
Experience using on-line Student Information Systems an asset
The University of Waterloo is committed to implementing the Calls to Action framed by the Truth and Reconciliation Commission. We acknowledge that we live and work on the traditional territory of the Neutral, Anishinaabeg and Haudenosaunee peoples. The University of Waterloo is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River.
The University values the diverse and intersectional identities of its students, faculty, and staff. The University regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. The University of Waterloo seeks applicants who embrace our values of equity, anti-racism and inclusion. As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including applicants who identify as First Nations, Métis and/or Inuit/Inuk, Black, racialized, a person with a disability, women and/or 2SLGBTQ+.
All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.
The University of Waterloo is committed to accessibility for persons with disabilities. If you have any application, interview, or workplace accommodation requests, please contact Human Resources at email@example.com or 519-888-4567, ext. 45935.