Client Services Coordinator, Student Academic Records

Westfield State University; Toronto; On-site; CAD 79,000 - 103,000; Full time

Job summary

Westfield State University seeks a Client Services Coordinator for Student Academic Records. The role is pivotal in overseeing processes related to student records, ensuring efficient client interaction, and providing administrative support. Applicants should possess strong client service experience and a Bachelor's degree, with responsibilities spanning communication and conflict resolution.

Benefits

Excellent health and dental benefits

Tuition waivers

Generous paid time off

Support on equity and diversity issues

University Pension Plan

Qualifications

• Minimum four years of relevant experience in client service.
• Experience in training delivery within a client service environment.
• Technologically savvy with experience in reporting tools.

Responsibilities

• Oversee student academic record processes and services.
• Provide communication and training on academic record services.
• Resolve complex client issues and provide advisory support.

Skills

Client service delivery

Conflict resolution

Data analysis

Education

Bachelor's Degree or equivalent experience

Tools

MS Office (Word, Excel, PowerPoint)

Job description

Client Services Coordinator, Student Academic Records

View more categories View less categories Administrative Jobs Institutional & Business Affairs ,Institutional Research & Planning ,Student Affairs ,Student Activities & Services Employment Type Full Time Institution Type Four-Year Institution

Client Services Coordinator, Student Academic Records

Date Posted: 06/25/2025
Req ID: 43831
Faculty/Division: Vice Provost Strategic Enrolment Management
Department: University Registrar's Office
Campus: St. George (Downtown Toronto)
Position Number: 00058130

Description:

About us:

The Vice-Provost, Strategic Enrolment Management (VPSEM) is responsible for providing institutional strategic direction, advice and support and SEM management on key processes and policies to support the student experience.

The University Registrar’s Office (URO) is a central support team that provides institutional leadership on student financial aid & awards, student accounts, client services, student records & systems, academic scheduling & exams, accommodated testing services, classroom technology & planning and convocation. The URO works with divisions to support undergraduate and graduate students throughout the student life cycle and is an advocate and service provider for University of Toronto students, staff and faculty.

Your opportunity:

Under the direction of the Assistant Registrar, Policy & Projects, the Client Services Coordinator, Student Academic Records incumbent is responsiblefor overseeing student academic records processes and services for the University of Toronto’s University Registrar’s Office.

The incumbent is responsible for all administrative processes, protocols and procedures for a number of student academic records programs, including Domestic Non-Ontario Resident Tuition Fees appeals. The incumbent also acts as the first point of contact for students, staff and third-parties.

The incumbent provides training and creates training material on student academic record services, policies, procedures, and changes. The incumbent is responsible for communication duties such as managing the webpages and coordination between internal departments on applicable academic records and services.

The Client Services Coordinator, Student Academic Records also provides counselling via telephone, service tickets, and email to students and alumni on processes related to student academic records processes; resolves complex, escalated or sensitive client issues; serves as a resource to university colleges, faculties, or departments by providing advice, guidance, and providing information on university policies, processes and regulations related to student academic records.

Your responsibilities will include:

• Overseeing the data collection and analysis processes
• Implementing plans and process improvements for records administration activities
• Creating and updating student records
• Updating and maintaining a procedures manual
• Serving as a resource to a group or on a function
• Drafting internal and external communications
• Resolving issues within the scope of the role and escalating problems as required
• Verifying the accuracy and completeness of information

Essential Qualifications:

• Bachelor's Degree or acceptable combination of equivalent experience.
• Minimum four years of relevant experience with direct client service delivery in a high volume environment, preferably at a university or college institution
• Experience in delivering training, preferably in a unionized environment
• Experience in coordination of services in a client service environment and coordination of day-to-day operations
• Experience providing detailed information on processes, policies, and procedures
• Experience using technology to enhance enquiry service delivery and experience utilizing reporting tools
• Advanced computer skills must include word processing, creating and manipulating spreadsheets, posting to and navigating websites, creating PowerPoint presentations
• Knowledge of institutional and department policies, procedures and guidelines
• Ability to effectively provide information and advice to staff, students and general public; individually or in group settings (i.e. one-on-one or group session and/or workshops)
• Strong student service orientation: tact and diplomacy in dealing with students and students’ family members, demonstrated ability to relate well with a diverse student population, at times address an upset or irate client or deal with other complex inquiries requiring immediate attention
• Demonstrated commitment to maintaining confidentiality in working with student information
• Must be able to use independent judgment and discretion when advising and counseling, and when responding to enquiries
• Ability to work in a high volume environment and ability to work well under pressure
• Demonstrated ability to work with a wide range of stakeholders comfortably and professionally with a customer-service orientation and maintaining confidentiality

Assets (Nonessential):

• Familiarity with the University’s student information system or with a comparable system is highly desirable
• Familiarity with financial budgeting tools and resources is desirable
• Knowledge of University and University Registrar’s policies, procedures and business processes is an asset

To be successful in this role you will be:

• Adaptable
• Communicator
• Multi-tasker
• Problem solver
• Responsible
• Team player

Note: This is a 1-year term position from August 2025 until the end of July 2026.

Closing Date: 07/08/2025, 11:59PM ET
Employee Group: USW
Appointment Type: Budget - Term ; Note: This is a 1-year term position from August 2025 until the end of July 2026.
Schedule: Full-Time
Pay Scale Group & Hiring Zone:
USW Pay Band 12 -- $79,874. with an annual step progression to a maximum of $102,147. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.
Job Category: Administrative / Managerial
Recruiter: Fiona Chan

Lived Experience Statement
Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position.

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Diversity Statement

The University of Toronto embraces Diversity and is building a culture of belonging that increases our capacity to effectively address and serve the interests of our global community. We strongly encourage applications from Indigenous Peoples, Black and racialized persons, women, persons with disabilities, and people of diverse sexual and gender identities. We value applicants who have demonstrated a commitment to equity, diversity and inclusion and recognize that diverse perspectives, experiences, and expertise are essential to strengthening our academic mission.

As part of your application, you will be asked to complete a brief Diversity Survey. This survey is voluntary. Any information directly related to you is confidential and cannot be accessed by search committees or human resources staff. Results will be aggregated for institutional planning purposes. For more information, please see http://uoft.me/UP .

Accessibility Statement

The University strives to be an equitable and inclusive community, and proactively seeks to increase diversity among its community members. Our values regarding equity and diversity are linked with our unwavering commitment to excellence in the pursuit of our academic mission.

The University is committed to the principles of the Accessibility for Ontarians with Disabilities Act (AODA). As such, we strive to make our recruitment, assessment and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities.

If you require any accommodations at any point during the application and hiring process, please contact [e-mail] .

Job Segment: Equity, Intern, Academic, Customer Service, Finance, Records, Education, Entry Level

Organization

Established in 1827, the University of Toronto is Canada's largest university, recognized as a global leader in research and teaching. U of T's distinguished faculty, institutional record of groundbreaking scholarship and wealth of innovative academic opportunities continually attract outstanding students and academics from around the world.

U of T is committed to providing a learning experience that benefits from both a scale almost unparalleled in North America and from the close-knit learning communities made possible through its college system and academic divisions. Located in and around Toronto, one of the world's most diverse regions, U of T's vibrant academic life is defined by a unique degree of cultural diversity in its learning community.The University is sustained environmentally by three green campuses, where renowned heritage buildings stand beside award-winning innovations in architectural design.

Are you looking for a challenging, meaningful career in a supportive and diverse environment?

Work where the world comes to think.

Work where the world comes to discover.

Work where the world comes to learn.

Opportunities exist for people from a wide range of backgrounds, ranging from recent graduates to experienced senior professionals.

We offer challenging work within an open environment that celebrates diversity in all its forms. Our focus is on creating a positive work environment that attracts and retains excellent employees through a combination of competitive compensation, favourable working conditions, opportunities for career growth and development and a unique organizational culture.

Employees have access to:

• Excellent health and dental benefits;
• On-site support for training and career development;
• Tuition waivers;
• Scholarships and/or tuition waivers for dependants;
• Generous paid time off;
• Support on equity and diversity issues;
• On-site child care;
• University Pension Plan;
• Subsidized athletic facility membership;
• World-renowned libraries;
• Confidential counselling services;
• Parking and TTC Metropasses;
• Employee and Family Assistance Plan;
• Continued health benefits for pensioners.

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