Student Service Specialist, Student Information Services (Temporary)

NAIT International; St. Catharines; Hybrid; CAD 60,000 - 79,000; Full time

Benefits offered by this job

Flexible work arrangements

Benefits package

Paid time off during holidays

Job summary

NAIT is seeking a Specialist to provide high‑quality student support across in‑person, phone, chat and email channels. As the first point of contact, you will determine needs through active listening and manage high volumes with accuracy and discretion.

This temporary hybrid role (ending by May 28, 2027) requires a Bachelor’s degree, knowledge of NAIT programs and policies, and exceptional communication, empathy, and problem solving.

Qualifications

• Bachelor’s degree required.
• Experience in a post-secondary institution preferred.
• Front-facing service experience is an asset.
• Knowledge of NAIT programs and policies is an asset.
• Equivalencies may be considered.

Responsibilities

• Respond to admission, enrolment, financial, and policy questions from students and the public.
• Provide information on program selection to potential students.
• Review student accounts and coordinate with other departments to resolve inquiries.
• Support a range of transactions including payment support and enrolments.
• Identify follow-up opportunities based on prospective student needs.
• Maintain up-to-date knowledge of procedures and information.
• Provide support across email, phone, chat, and in-person modalities.
• Participate in outreach and projects to improve services.

Skills

Customer service

Emotional intelligence

Active listening

Communication

Interpersonal skills

Problem solving

Multi-tasking

Time management

Confidentiality

Team collaboration

Education

Bachelor’s degree

Tools

World/PeopleSoft familiarity

Complex software platforms

Job description

Ready to start your next chapter with NAIT? At NAIT, we’re passionate about building a team of talented, dedicated professionals who share our commitment to excellence and innovation. Your skills and experience can shape the future of education and make a real impact in our community.

Important Application Deadline Notice: Applications must be submitted by 11:59pm MST on the day before the posting end date shown above, as Workday automatically closes postings at that time.

About the Opportunity

Please Note: This is a temporary position ending on or before May 28,2027 with the possibility of extension. Please Note: This is a hybrid role with requirements to be on-campus for the designated training period and regular portions of time after. The Student Service Centre is a high-volume, fast-paced, cross-functional office that provides a wide range of information and services to prospective students, applicants, current students and alumni to support holistic student success. Students and the public can access the services in-person or remotely via phone, chat, and email. We are looking for a positive, empathetic and collaborative individual to join a service-oriented team of highly skilled professionals to provide student support to a diverse population of students and the public.

As the first point of contact for most students and the public, the Specialist is required to determine everyone’s needs through active listening and effective questioning. The Specialist must be competent in managing high volumes of enquiries and information with composure and confidence. They also need the ability to process information and perform transactions quickly while ensuring accuracy and confidentiality. These roles are integral members of the Office of the Registrar team and work collaboratively with other NAIT professionals across all program and service areas. The Specialists are innovative and, within the scope of their role, bring forward suggestions for improvements to service and business processes. The Specialists are competent problem-solvers with extensive knowledge of NAIT programs, services, financial transaction management, and student-related policies and procedures. The successful candidate is service-oriented and sensitive to the diverse needs of students. The ability to provide complete and concise explanations of complex and nuanced processes is vital. Success in this role is heavily dependent on the ability to seek out information and to stay current with the dynamic and changing conditions at NAIT.

Key Responsibilities

• Respond to a wide range of admission, enrolment, financial, and policy or procedural questions from students and the public.
• Provide information regarding NAIT program selection to potential students.
• Review and analyze student accounts, and connect with other departments as needed to resolve student enquiries.
• Provide support for a wide variety of transactions including assisting students with payment support, assisting with enrolments and guidance on other student transactions.
• Identify opportunities for follow-up based on understanding prospective student and applicant needs, anticipating future concerns.
• Maintain up-to-date knowledge of relevant information and procedures.
• Provide support across a range of modalities, including email, phone, chat, and in-person.
• Participate in coordinated outreach activities; proactively reach out to students to provide them with support and information.
• Participate in projects and assignments as required to continuously improve services to internal and external customers.

Skills & Abilities

• Proven ability to provide high quality service to a broad range of clients.
• Ability to demonstrate a high-level of emotional intelligence.
• Demonstrated empathy and active listening skills.
• Exceptional communication and interpersonal skills.
• Ability to build collaborative working relationships.
• Strong critical thinking and problem-solving skills.
• Ability to remain upbeat, accurate, thorough, and organized while constantly multi-tasking in a busy environment.
• Capacity to continuously learn and manage large volume of information.
• Well-developed computer skills are critical as the role relies heavily on the efficient use of several complex software platforms in time-constrained situations.
• The ability to multi-task between programs is essential, and proficient typing skills are required.

Qualifications

• A minimum of Bachelor’s degree is required.
• Experience working in a Post-Secondary Institution is preferred.
• Experience working within a front-facing service area or a call centre environment is an asset.
• PeopleSoft experience is an asset.
• Knowledge of NAIT’s programs, policies and procedures will be considered an asset.
• Equivalencies may be considered.
• Applicants with education credentials earned outside of Canada should have their credentials evaluated by World Education Services (WES), International Qualifications Assessment Service (IQAS) or the Comparative Education Services (CES).
• Applicants with education credentials earned outside of Canada should have their credentials evaluated by a recognized agency in Canada (Foreign Credential Validation against Canadian Standards - Canada.ca).

Classification - Administrative Officer I

This position is covered by the Alberta Union of Provincial Employees (AUPE) Collective Agreement.

Remuneration

Refer to salary range noted on this posting, plus a comprehensive benefits package. The compensation range for this job posting is : $60,251.25 - $79,244.43

Applicants with education credentials earned outside of Canada should have their credentials evaluated by a recognized agency in Canada (Foreign Credential Validation against Canadian Standards - Canada.ca).

About NAIT

We are known as one of Alberta’s top employers. Being part of a community that makes a difference in the lives of students, staff, industry clients and partners, NAIT’s culture reflects our shared values of respect, collaboration, celebration, creativity, and accountability. People are what make NAIT great, and we prioritize the employee experience. For eligible positions, we offer benefits and unique perks focusing on health and wellness, work-life balance, recognition, and professional and personal growth. In addition to excellent vacation time, eligible employees receive paid time off between Christmas and New Year’s. NAIT supports a flexible work environment, enabling staff to request approval for on-campus, off-site, or hybrid work arrangements based on the nature of the role. Please note that remote positions require employees to reside within Canada. NAIT is committed to fostering a safe environment that supports equity and cultivates inclusion through our Centre for Community and Belonging (CCB). We are a proud partner of the Canadian Centre for Diversity and Inclusion. If you require any assistance or accommodations please connect with us at [e-mail]. We're glad you're here. At NAIT, our people help shape careers, industries, and communities. Whether you're launching your career or bringing valuable experience, you'll find opportunities to learn, grow, and make a real impact.