Student Information & Service Advisor

Job Description

Job description

This position is part of the OSSTF (Employee Group) Brock University is one of Canada’s leading comprehensive universities, a Top Employer in Hamilton-Niagara, ranked #3 as Canada’s Best Employers and ranked top 10 as one of Canada’s Best Employers for Diversity compiled by Forbes and Statista. We are an inclusive, welcoming community that offers a wide range of unique career opportunities for those with passion, energy and expertise. We are looking for team members who want to help us continue to deliver an exceptional student experience, perform impact-driven research and generate life-changing breakthroughs for our world. Ignite new possibilities for your career. Break through at Brock. Post End Date: Note to all candidates: This posting will close at 12:01 am on the date listed . August 20, 2024 A Day in the Life… Reporting to the Manager, Student Information & Services the incumbent provides proactive, customer-friendly, quality service to a diverse client population including current and prospective students, Brock Alumni, parents, faculty, staff, visitors, and general community members. The Student Information & Service Advisor utilizes an in-depth understanding of registration, student accounts, tuition and fee assessment, student awards and financial aid, privacy, and data security to provide integrated services and information in the areas of undergraduate admissions, enrolment services and academic guidance. The incumbent also supports Undergraduate and Graduate students with student account services and student financial assistance forms and letters, as well as the payment and mailing of diplomas and transcripts. As the Student Information & Service Advisor, you will: Provide guidance and answer questions for students, faculty, parents, and related parties on all aspects of student accounts (i.e., Undergraduate admissions, enrolment services, academic registration, student accounts, financial support, student records, OSAP questions and Graduate students); Accurately identify the nature and complexity of inquiries, determining the action to be taken, advising and assisting clients, seeking additional information, referring and/or making connections so clients receive appropriate information to satisfy their inquiry or desired action; Provide financial guidance for students by understanding their needs, identifying financial gaps and communicating potential/recommended courses of action; Execute the facilitation of diplomas for students not attending Convocation in-person to ensure payment is collected and documents securely couriered; Support and advise students experiencing extenuating circumstances (i.e, backdated withdrawals, appeals, escalating concerns, and/or connecting with an Ombudsperson, etc.); Review submitted documents and applications for completeness and accuracy, advising applicants on required format and deadlines; Process forms, completing a variety of documentation on behalf of the student record, including data entry and maintaining records (i.e., Canada Pension, Veterans Affairs, United Nations etc.); Distribute and collect registration information, Registrar letters, forms, and requests, following through to accurate completion or sending to the appropriate internal department for processing; Review, confirm and approve the accuracy of transactions on student accounts in response to refund requests, and forward to the manager with refund recommendations; Receive and post payments from clients for all registration activity and miscellaneous fees and process Workday entries for all non-student account transactions; Attend team meetings and provide insight on identified successes, opportunities and suggestions for service improvement, demonstrating a student-centric approach to service delivery; Provide input into the development of messages for effective communication to clients (bulletin boards, voice mail, email, digital display, website, social media, etc.); Liaise with various units (internal and external to the Registrar’s Office) to gather and consolidate information in order to advise clients accurately and efficiently. What you need to Succeed… College diploma in a related discipline or university undergraduate degree; A minimum of two (2) years of front-line client service experience; A strong understanding of University policies, procedures and guidelines; Proven ability to provide quality front-line client service in a demanding, high volume fast-paced environment; Knowledge of admissions, OSAP, bursary, and scholarship processes at Brock; Proficient with computer software including BrockDB, Microsoft Office (Outlook, Word, Excel, OneNote, Teams, etc.), Skype, QLess, Workday, Ministry Website (OneKey), and point of sale systems; Basic accounting/bookkeeping knowledge and mathematical skills required to balance student accounts; Proven ability to exercise sound judgment, tact, discretion, and diplomacy; High level of professionalism when engaging with prospective and current students, families, community members, faculty members, staff, and alumni; Effective verbal, written and interpersonal skills with the ability to communicate effectively with a diverse population online, via email, phone and in person; Ability to work in a collaborative, team-centered environment which emphasizes creativity, reliability, and out-of-the-box thinking; Excellent organizational skills to prioritize workload in a fast-paced environment with changing deadlines, while maintaining focus on quality service; Proven ability to work effectively in an environment with sensitive and confidential information and situations. Preferred or Asset Skills… Experience in a university or college student service setting. Salary and Benefit Information Job Grade (I), Salary Scale ($43,701-$60,621)*; This position includes full comprehensive benefits including tuition waiver. This position is included in the Ontario Secondary School Teachers Federation (OSSTF) Union and: Salary is therefore determined by the OSSTF Collective agreement. * New members shall be placed on the salary grid at the entry level. *It is Brock University’s policy to give first consideration to qualified internal Brock University OSSTF applicants. Applicants are required to upload a resume and cover letter as part of the application process. Brock University is actively committed to diversity and the principles of Employment Equity and invites applications from all qualified candidates. Women, Aboriginal peoples including those who identify as members of First Nations, Inuit and Métis Peoples, members of visible minorities and racialized groups, people with disabilities, and lesbian, gay, bisexual, transgender, and queer (LGBTQ) persons are encouraged to apply. We will accommodate the needs of the applicants and the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the selection process, as outlined in the Employment Accommodation Policy https://brocku.ca/policies/wp-content/uploads/sites/94/Employment-Accommodation-Policy.pdf. Please advise: talent@brocku.ca to ensure your accessibility needs are accommodated through this process. Information received relating to accommodation measures will be addressed confidentially. It is Brock University’s policy to give consideration to qualified internal applicants. We appreciate all applications received; however, only candidates selected for an interview will be contacted. Learn more about Brock University by visiting www.brocku.ca Brock University is a comprehensive institution with rich academic programs and world-class research activity. Located in Ontario’s scenic Niagara region on the traditional territory of the Haudenosaunee and Anishinaabe peoples, Brock is situated in a UNESCO Biosphere Reserve. With nearly 600 full-time faculty members and researchers, Brock’s robust academic scope offers more than 70 undergraduate programs and 50 graduate programs in seven dynamic Faculties. The University’s 19,000 students come from across Canada and around the world. Brock’s renowned student experience is enriched by an emphasis on experiential education, as illustrated by community partnerships, volunteerism and one of Ontario’s largest and most successful co-op programs. Learn more at brocku.ca.