Student Service Coordinator (J1126-0054)

Queen's University; Kingston; On-site; CAD 48,000 - 56,000; Full time

Job summary

Queen's University in Kingston, Canada is seeking a front-line service professional to support Undergraduate Admission and Recruitment (UAR) and OUR inquiries. You will handle admissions, course enrolment, student accounts and transcripts, working to get students to their end goal quickly and accurately.

The role requires strong judgment, attention to detail, and ability to collaborate with university partners to resolve issues and support recruitment and retention goals.

Qualifications

• Customer-facing service experience is preferred.
• Strong attention to detail and ability to multi-task.

Responsibilities

• Acts as the first point of contact for Undergraduate Admission and Recruitment (UAR) and the Office of the University Registrar (OUR) inquiries in person, virtually, by phone and by email.
• Triages inquiries to determine the most appropriate actions and responses.
• Assists students with navigating university information systems and processes.
• Processes letters, student cards, transcripts, and assists with diploma production and distribution.
• Supports university events such as convocation, orientation activities, and recruitment events.

Job description

Job SummaryA Brief Overview

The service hub in the Office of the University Registrar (OUR) is looking for individuals to join its team who are ready to continue pushing boundaries in the name of delivering extraordinary service. Our team takes ownership of each service inquiry, resolving the request when possible and collaborating with business partners to see the issue through to conclusion when required. Our priority is to provide a level of service that gets students to their end goal as quickly and efficiently as possible. All staff are empowered to exercise exceptional judgment and critical thinking to make decisions to achieve this objective, understanding that their work has a significant impact not only on the individual student's success but also on the recruitment and retention goals of the university. To be successful in this role, you should have an innovative mindset that can problem solve and thrive in a fast-paced environment. A high attention to detail is also needed to ensure accurate completion of processing tasks.This position acts as the first point of contact for all Undergraduate Admission and Recruitment (UAR) and the Office of the University Registrar (OUR) inquiries including admissions, course enrolment and registration, student accounts and payments, financial aid and awards, exams, and transcripts. This position maintains a thorough knowledge across all functional areas to resolves inquiries, collaborating with subject matter experts or other departments when necessary to see situations through to completion. This position completes processing tasks including custom letters, student cards, transcripts, and diploma production and distribution. This position also assists with university events such as convocation, orientation activities, student service fairs, and recruitment events.

Job DescriptionWhat you will do

• Acts as the first point of contact for Undergraduate Admission and Recruitment (UAR) and the Office of the University Registrar (OUR) inquiries about student admissions, course enrolment and registration, student accounts and payments, financial aid and awards, exams, transcripts, etc. in person, virtually, by phone and by email.
• Supports prospective students and their families, current students, alumni, faculty, and staff by triaging the nature and complexity of their inquiry to determine the most appropriate actions.
• Anticipates student needs, responds to student requests, and provides advice to address or resolve student requests/issues and mitigate future concerns.
• Collaborates with subject matter experts or other departments when necessary to see situations through to completion.
• Maintains a thorough knowledge of all UAR and OUR support area processes and responsibilities as well as university procedures, regulations, and services available to students.
• Assists students with navigating university information systems.
• Processes custom letters, student cards, transcripts, and assists with diploma production and distribution.
• Assists with university events such as convocation, orientation activities, student service fairs, recruitment events, etc.
• Identifies service gaps and makes recommendations to service changes that support and enhance the student experience.
• Provides guidance to work study students and/or casual staff.
• Other duties as required in support of the department and/or unit.