Academic Records and Student Services Associate
Cornell University
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Benefits offered by this job
Job summary
Cornell University is seeking an Academic Records and Student Services Associate to support students, alumni, and staff across transcript services, verification, and identity documentation processes. The role emphasizes accuracy, confidentiality, and high-quality service in a hybrid on-site/remote environment.
Responsibilities include maintaining student records, processing transcript requests, and advising on verification procedures.
Qualifications
- Associate's degree with at least 2 years of experience in a higher education student service office or equivalent.
- Experience using student information systems such as PeopleSoft Campus Solutions.
- Experience serving as a customer service representative.
- Experience handling sensitive and confidential data.
- Proficiency with Box, Microsoft Office, and Google Workspace.
- New York Notary license or ability to obtain within 6 months.
- Ability to work collaboratively with students, faculty, staff, and community members.
Responsibilities
- Serve as the primary contact at the registrar’s customer service desk.
- Deliver excellent service to students, alumni, faculty, staff, and external stakeholders.
- Respond to inquiries by phone, email, and in person; direct customers to resources.
- Use a ticketing system to address inquiries timely and professionally.
- Support and mentor student employees in customer service operations.
- Maintain accurate biographical and demographic student records.
- Process and distribute office mail; develop standard templates and documentation.
Skills
Education
Tools
Job description
The Cornell University Office of the University Registrar implements and monitors many academic and administrative policies in coordination with academic units, departments, colleges, and schools to facilitate faculty teaching and student learning. The Office of the University Registrar acts as the steward of academic and student information. The Office of the Registrar champions the constant renewal of student information systems, adapts operations to changing academic needs, federal, state, and institution policies, and evaluates administrative processes for services improvements.
Are you a detail-oriented professional who enjoys helping others, being a resourceful problem solver, and ensuring accuracy in important records and processes? Join the Office of the University Registrar as an Academic Records and Student Services Associate, where you'll play a vital role in supporting students, alumni, faculty, staff, and external partners throughout the academic lifecycle.
In this role, you will help maintain the integrity of the academic records while delivering exceptional customer service. From assisting students at the front desk and processing transcripts to managing confidential records and supporting enrollment and degree verification processes, your work will directly contribute to an outstanding student experience and the accuracy of the official academic record.
If you thrive in a fast paced, collaborative environment, enjoy balancing customer service with administrative responsibilities, and are committed to protecting sensitive information with professionalism and care, we'd love to hear from you.
As an Academic Records and Student Services Associate, you will be an important member of the Academic Records and Operations team within the Office of the University Registrar. Responsibilities include:
- Serve as a primary point of contact at the Office of the University Registrar customer service desk.
- Deliver exceptional service to students, alumni, faculty, staff, and external stakeholders.
- Respond to inquiries by phone, email, and in person, resolving questions and directing customers to appropriate resources when needed.
- Utilize a ticketing system to address inquiries in a timely and professional manner.
- Support and guide student employees in customer service operations.
- Maintain and update student biographical and demographic records with a high degree of accuracy.
- Receive, process, and distribute office mail.
- Develop and maintain process documentation, email templates, and reference materials to promote consistent service delivery.
- Maintain expertise in university transcript policies, procedures, and systems.
- Process transcript requests and provide support for transcript ordering and delivery issues.
- Utilize vendor systems to fulfill transcript requests, troubleshoot order issues, and resolve requests on hold.
- Review requests for potential fraud and assist with identity verification efforts.
- Support requests for current and historical student records in collaboration with university partners.
- Provide guidance regarding official and unofficial transcripts and their appropriate use.
- Maintain documentation and resources that support effective and efficient transcript operations.
- Process enrollment and degree verification requests and explain verification procedures to students and third parties.
- Notarize diplomas, transcripts, and certifications for Apostille purposes (maintain an active New York State Notary Public license).
- Complete certifications for students participating in club-level athletics.
- Maintain related procedures and documentation to ensure consistency and compliance.
- Support the production, replacement, and troubleshooting of University ID cards.
- Verify eligibility and compliance with university policies before issuing ID cards.
- Process bursar charges when applicable.
- Participate in special projects, process improvements, documentation, and other duties as assigned.
- Complete all required university compliance training.
The Academic Records and Student Services Associate serves as a trusted steward of academic records, ensuring accuracy, compliance, and exceptional service at every interaction. Through your work, you'll help students achieve academic and professional goals while safeguarding the integrity of the university's official academic record. If you're passionate about customer service, enjoy meaningful and collaborative administrative work, and want to make a direct impact on the student experience, we encourage you to apply with your resume and cover letter!
A cover letter and resume outlining your interest and how your experience and goals align with the potential for mutual success in the role are required for consideration.
- Associate's degree with at least 2 years of experience, or equivalent combination of education and experience in a higher education student service office (such as a college/school registrar or student services office).
- Experience in use of student information systems (such as PeopleSoft Campus Solutions).
- Experience serving as a customer service representative or other similar position.
- Experience handling sensitive and confidential data.
- Proficiency in the Box, Microsoft Office suite, and Google Workspace.
- NYS Notary license or ability to obtain license within 6 months.
- Ability to cultivate and develop inclusive working relationships with students, faculty, staff, and community members.
- Experience using PeopleSoft Student Records and Campus Community modules or other student information systems.
- Familiarity with Cornell University policies and procedures.
- Experience with an email ticketing system, such as Team Dynamix (TDX), and an imaging system, such as Perceptive Content.
- A cover letter and resume outlining your interest and how your experience and goals align with the potential for mutual success in the role are required for consideration.
- This position is eligible for a hybrid work arrangement. Employees typically perform this role on-campus 4 days per week and remotely 1 day per week.
- There is no relocation assistance available for this position.
- There is no visa sponsorship available for this position.
Noted pay ranges reflect the potential pay opportunity for each job profile. The hiring rate of pay for the successful candidate will be determined considering the following criteria:
- Prior relevant work or industry experience
- Education level to the extent education is relevant to the position
- Unique applicable skills
- Academic Discipline
To learn more about Cornell's non-union staff job titles and pay ranges, see Career Navigator.
The hiring rate of pay for the successful candidate will be determined in accordance with the rates in the respective collective bargaining agreement. To learn more about Cornell's union wages, see Union Pay Rates.
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Cornellwelcomes students, faculty, and staff with diverse backgrounds from across the globe to pursue world-class education and career opportunities, to further the founding principle of "... any person ... any study." No person shall be denied employment on the basis of any legally protected status or subjected to prohibited discrimination involving, but not limited to, such factors as race, ethnic or national origin, citizenship and immigration status, color, sex, pregnancy or pregnancy-related conditions, age, creed, religion, actual or perceived disability (including persons associated with such a person), arrest and/or conviction record, military or veteran status, sexual orientation, gender expression and/or identity, an individual's genetic information, domestic violence victim status, familial status, marital status, or any other characteristic protected by applicable federal, state, or local law.
Cornell University embraces diversity in its workforce and seeks job candidates who will contribute to a climate that supports students, faculty, and staff of all identities and backgrounds. We hire based on merit, and encourage people from historically underrepresented and/or marginalized identities to apply. Consistent with federal law, Cornell engages in affirmative action in employment for qualified protected veterans as defined in the Vietnam Era Veterans' Readjustment Assistance Act (VEVRAA) and qualified individuals with disabilities under Section 503 of the Rehabilitation Act. We also recognize a lawful preference in employment practices for Native Americans living on or near Indian reservations in accordance with applicable law.
- This position is eligible for a hybrid work arrangement. Employees typically perform this role on-campus 4 days per week and remotely 1 day per week.
- Cornell receives national recognition as an award-winning workplace for our health, wellbeing, and sustainability.
- Our benefits programs include comprehensive health care options, generous retirement contributions, access to wellness programs, and employee discounts with local and national retail brands. We invite you to follow this link to get more information about our benefits: Understand Your Benefits | Working at Cornell.
- Our leave provisions include health and personal leave, three weeks of vacation and 13 holidays: Martin Luther King, Jr. Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving and the day after, and an end of the year winter break from December 25-January 1. To offer greater flexibility for observing faiths and traditions we also offer two additional floating holidays. Learn more about our generous leave provisions: Holiday and Accrued Time Off | Working at Cornell.
- Cornell's impressive educational benefits include tuition-free Extramural Study and Employee Degree Program, tuition aid for external education, and Cornell Children's Tuition Assistance Program. Learn more about our extensive educational benefits: Education Benefits | Working at Cornell.
- Follow this link to learn more about the Total Rewards of Working at Cornell:
- Total Rewards | Working at Cornell.
Visa sponsorship is not available for this position.
Relocation Assistance is not available for this position.
University Job Title: Student Services Asst IV
Job Family: Student Services
Level: D
Pay Rate Type: Hourly
Pay Range: $26.09 - $30.32
Remote Option Availability: Hybrid
Company: Endowed
Contact Name: Brad Stock
Contact Email: bs223@cornell.edu
2026-10-16
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