STUDENT SUPPORT REPRESENTATIVE (P1670) 139 views

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ENROLMENT SERVICES, BIRKS STUDENT SERVICE CENTRE

STUDENT SUPPORT REPRESENTATIVE (P1670)

 

Posted on:
April 15, 2021

Deadline:
April 28, 2021

Grade:

7*

Campus:

SGW

 

Note

Work schedule: 35 hours per week. Monday, Tuesday, Wednesday and Friday: 9:30a.m. – 5:30p.m. Thursday: 10:30a.m. – 6:30p.m.

Scope

Reporting to the Manager, Birks Student Service Centre, the incumbent is responsible for providing welcoming and professional front-line customer service. They provides information concerning the university administrative and financial issues and accurately process a wide variety of financial and non-financial transactions. The Student Support Representative is also responsible for resolving student concerns within the scope of the role and for escalating more complex issues to the appropriate resource.

Primary responsibilities

  • Provide information and assistance to students regarding University procedures, guidelines and requirements in person and by telephone.
  • Troubleshoot and diagnose the root cause of academic impediments as presented by students, including: asking probing questions, analysis of Student Contact Notes, review of documents on file, review of student record.
  • Provide recommendations to impediments by means of step-by-step action plan; liaise with various university departments to resolve more complex questions or situations as required and inform students regarding resources and support available.
  • Process a wide variety of student-related transactions which include the submission of various forms, payment of tuition and fees, etc.
  • Provide explanations and answer a variety of questions regarding enrolment status letters; prepare enrolment status letters, at the request of the student.
  • Provide tailored information and assistance pertaining to the admissions process and any impediments to submitting an application, be they basis of admission, program selection, an overview of the necessary documents, or technical/SIS related.
  • Verify documentation pertaining to applications and other forms; interpret and review information on file for students, including interpretation of financial statements and account status.
  • Troubleshoot and provide information, explanation of fees, and general service related to the students’ financial account.
  • Recommend, accept and review student documentation for Student and Enrolment Services programs and ensure the timely forwarding of documents to the appropriate department.
  • Process socio-demographic changes on behalf of the student on the student information system (SIS).
  • Close electronic payment deposit shift; balance and verify daily cashier transactions register and submit all covering payments to the Student Accounts Office.
  • Provide reception duties on a rotational basis
  • Assist with the preparation of reference/training materials for the unit. Provide assistance with the shadow training of new employees.
  • Perform other duties in support of the operation of the unit.

Requirements

  • Diploma of Collegial Studies (two year pre-university DEC) and two to four years of work experience in a customer service role; previous experience working in an academic setting desirable.
  • Knowledge of Concordia University rules, regulation and the academic calendar an asset.
  • Good knowledge (Level 4) of spoken and written English to communicate effectively with students and faculty; basic knowledge (Level 3) of spoken and written French to answer general inquiries. Knowledge of additional languages an asset.
  • Basic knowledge of Word; knowledge of the Student Information System (SIS) an asset.
  • Excellent interpersonal and communication skills with the ability to deal firmly but politely with students and other concerned parties.
  • Aptitude to work in a service-oriented environment as both a member of the team and independently.
  • Sensitivity to students’ concerns
  • Approachability, being sensitive and patient with others, ability to keep composure and to be a calming influence in a difficult situation is desirable.
  • Keen attention to details with the ability to multitask and work under pressure. Ability to respond to a large number of client inquiries highly desirable.
  • Ability to work outside normal operating hours.

Salary

*Please note this is a Pay Equity designated position PE261-14A and that the associated salary range is $25.93 to $30.78 per hour

Union/Association

CUSSU

Interested applicants must submit a curriculum vitae with a covering letter by April 28, 2021. Please click on the How to Apply button below for further instructions.

IMPORTANT: The language and computer skills of short-listed candidates will be tested.

Concordia University is committed to Employment Equity and encourages applications from women, Aboriginal Peoples, visible minorities, ethnic minorities, and persons with disabilities.

[How to apply
To ensure your application is considered, please follow these instructions.
Instructions
1. Submit your document:
Only one (1) document can be submitted. Combine your cover letter, CV and any other documents into a single document.

Please only submit documents in Word or PDF format.

Text in the body of the email will not be included in your application.

2. Name your file:
Please name your document by Last name, First name. Do not include any other information in the file name.
Example: Smith,Mary.doc

3. Subject line of email:
Indicate the position number of the job you are applying to and your Employee ID number (if you are an active (current) employee only.)
Example: P5555 – Employee ID: 0555555

Candidates will receive an email confirmation when submitting their application online. However, only candidates selected for interviews will be contacted. Please allow one (1) working day from the time you send in your application to receive an email confirmation.

Current Concordia staff and faculty: Apply now by following above instructions and emailing [email protected]

All other candidates: Apply now by following above instructions and emailing [email protected]]

  • To help us with our recruitment effort, please indicate in your e-mail /cover letter where (vacanciesincanada.ca) you saw this job posting.

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