Student Service Specialist

Mount Royal University; Calgary; On-site; CAD 61,000 - 77,000; Full time

Benefits offered by this job

Health and dental benefits

Pension

Health and personal spending accounts

Disability benefits

Free recreation centre membership

Job summary

Mount Royal University in Calgary, AB invites applications for a Limited Term Student Service Specialist. Reporting to the Manager, Integrated Student Services & Experience, the role guides students through complex processes, using university systems to ensure timely, compliant service delivery.

The successful candidate will apply judgment, resolve escalations, and maintain accurate records while supporting equity and accessibility across services during the term ending March 31, 2027.

Qualifications

• Bachelor’s degree in a relevant discipline or equivalent combination of education and experience.
• 2–3 years of experience in post-secondary student services, higher education administration, student affairs, enrolment services, or a closely related service-focused environment.
• Demonstrated experience navigating institutional policies and procedures, coordinating across multiple service areas, and resolving sensitive or escalated situations.
• Strong independent judgment and ability to make sound decisions in complex or ambiguous situations.
• Experience with conflict resolution, de-escalation, and supporting individuals in distress.
• Technology proficiency (using office software, student information systems, and data analysis, Banner, Slate).
• Strong attention to detail.

Responsibilities

• Foster student confidence and independence by teaching processes and modelling problem-solving strategies.
• Guide students through institutional processes, explaining policies and requirements clearly.
• Use active listening and probing questions to identify student needs and goals.
• Coordinate services across multiple areas within institutional policy for complex cases.
• Build rapport with students while maintaining professional boundaries.
• Process registration, payments, and document requests in a timely manner.
• Troubleshoot minor system issues and elevate complex cases as needed.
• Maintain accurate records of interactions in institutional systems.
• Collaborate with service areas to ensure seamless referrals and follow-ups.
• Track referrals and ensure continuity of service and proper follow-up.
• Provide feedback to improve service delivery and equity.

Skills

Interpersonal skills

Communication skills

Active listening

Problem solving

Independent judgment

Conflict resolution

Attention to detail

Education

Bachelor’s degree or equivalent

Education/experience mix

Tools

Banner

Slate

Office software

Job description

Job Title

Student Service Specialist

Job Type

Limited Term

Union

MRSA

Position Classification

SAC07 Academic Services VII

Salary Grade

$61,170.20 - $77,404.60

FT or PT

Full-time

Hybrid Work

This position is ineligible

Position End Date

3/31/2027

Location

MRU Main Campus - Calgary, AB T3E 6K6 CA (Primary)

About This Position

About the Role

Reporting to the Manager, Integrated Student Services & Experience, the Student Service Specialist plays a pivotal role within Mount Royal University’s integrated student services model, serving as a central point of contact for the Students Division. The Specialist provides holistic, student-centred support by guiding students through complex institutional processes, navigating services across multiple areas, and delivering transactional support through institutional systems and technology. The role applies professional judgment, problem-solving, and knowledge of institutional and provincial policies to ensure compliance, equity, and accessibility across a broad range of institutional services. Operating under service-level agreements and service-awareness guides with departments across the institution, the Student Service Specialist exercises independent judgment to determine appropriate guidance, referrals, and escalation pathways for each student interaction. By fostering student confidence, promoting autonomy, and proactively addressing challenges, the Student Service Specialist contributes to a seamless and barrier-free student experience.

This is a limited-term role ending March 31, 2027.

Responsibilities

• Foster student confidence and independence by teaching processes, clarifying information, and modelling problem-solving strategies that promote autonomous navigation of university systems and processes.
• Guide students through institutional processes, explaining institutional policies, procedures, and requirements in clear, accessible terms to enhance student understanding and confidence.
• Use active listening, probing questions, and supportive communication to identify student needs, clarify goals, and promote self-advocacy.
• Support the resolution of high-complexity student situations, exercising advanced judgement to coordinate services across multiple areas within institutional policy.
• Build rapport and trust with students while maintaining professional boundaries, fostering a welcoming and supportive environment.
• Process registration, payments, and document requests, ensuring compliance with institutional timelines, policies, and regulations.
• Utilize technology and systems expertise to troubleshoot minor issues, run reports, and elevate complex cases to specialized teams.
• Maintain accurate records of all interactions in institutional systems to support continuity, reporting, and compliance with privacy regulations.
• Collaborate with specialized service areas, with support from the Senior Service Specialist or Manager, to ensure seamless referrals and follow-ups for students with complex or multifaceted needs.
• Track student referrals using institutional tools and maintain accurate records to ensure service continuity and appropriate follow-up.
• Contribute feedback on service delivery processes to improve efficiency, student experience, and institutional consistency.
• Participate in training to deepen knowledge of student services, institutional systems, equity practices, and customer service skills.

Qualifications

• Bachelor’s degree in a relevant discipline or equivalent combination of education and experience.
• 2 - 3 years of experience in post-secondary student services, higher education administration, student affairs, enrolment services, or a closely related service-focused environment.
• Demonstrated experience navigating institutional policies and procedures, coordinating across multiple service areas, and resolving sensitive or escalated situations.
• Strong independent judgment and ability to make sound decisions in complex or ambiguous situations.
• Experience with conflict resolution, de-escalation, and supporting individuals in distress.
• Strong interpersonal, communication, and active listening skills.
• Technology proficiency (using office software, student information systems, and data analysis, Banner, Slate).
• Strong attention to detail.

Salary

$61,170.20 - $77,404.60

Closing Date

August 26, 2026

About MRU

Founded in 1910 and located in Calgary, Alberta, Canada, Mount Royal University grew into a vibrant college in the 1930s and became a mid-sized university in 2009. A student-focused undergraduate university built on teaching excellence, Mount Royal University is known for our top-calibre programs, high-quality teaching and learning experience, robust delivery of liberal education, scholarly teaching, experiential learning and undergraduate research. MRU serves approximately 15,782 students, including 11,752 full-time and 4,030 part-time learners. MRU offers 13 bachelor's degrees encompassing 37 majors across faculties such as Arts, Business, Communications, Health, Community & Education, and Science & Technology. With over 74% of its student body drawn from the local area, Mount Royal University primarily serves Calgary and its surrounding region. MRU is a diverse yet close community with over 1,800 employees. Mount Royal provides employees the support they need to lead and advance institutional goals. Learn more about MRU's Academic Plan and Strategic Plan.

What We Offer

Talented and committed employees are the driving force behind student success. We strive to be an employer of choice among Canadian post-secondary institutions. At MRU, we recognize that people are a combination of many intersecting identities; we work to cultivate an environment that welcomes the whole person, and harnesses the strength that is available in our diversity, creating a rich and inclusive workplace.

Investing in the learning and development of our employees benefits the individual and the University. A variety of services, resources and programs encourage a healthy, productive workplace. MRU offers a competitive total compensation package including learning/training paid by employer, paid vacation, winter holiday closure, personal days and a free membership in our fully equipped recreation centre. Positions over six months may also be eligible for health and dental benefits, pension, health and personal spending accounts, and disability benefits.

Our campus offers the convenience of a full medical clinic, dentist and pharmacy, as well as a variety of wellness services such as physiotherapists and massage therapists. Campus Recreation offers many activities, including personal training, fitness classes, climbing, aquatics, sports, tournaments and certifications for students, employees and the public.

Accommodations

If you require accommodation to participate in the recruitment process, please notify [e-mail] and we will work together on your accommodation request.