Academic Records and Student Services Associate

Cornell University•Ithaca, NY

16h•Hybrid

About The Position

The Academic Records and Student Services Associate is part of the Academic Records and Operations team in Cornell University’s Office of the University Registrar. The role supports students, alumni, faculty, staff, and external partners across the academic lifecycle, maintaining the accuracy and integrity of official academic records while providing customer service and administrative support. The position handles confidential information and works in a fast-paced, collaborative environment. The associate serves as a primary point of contact at the registrar’s customer service desk; responds to inquiries in person, by phone, email, and through a ticketing system; and helps maintain student records and office documentation. The role also processes transcript, enrollment verification, and degree verification requests; supports identity verification and fraud review; notarizes academic documents for Apostille purposes; and assists with University ID cards, related eligibility checks, and bursar charges where applicable. The position participates in projects and process improvements and completes required university compliance training. This position is eligible for a hybrid arrangement, typically working on campus four days per week and remotely one day per week. The listed hourly pay range is $26.09–$30.32. A cover letter and resume are required. Relocation assistance and visa sponsorship are not available.

Requirements

Associate’s degree with at least 2 years of experience, or an equivalent combination of education and experience, in a higher education student service office such as a college or school registrar or student services office.
Experience using student information systems, such as PeopleSoft Campus Solutions.
Experience serving as a customer service representative or in a similar position.
Experience handling sensitive and confidential data.
Proficiency with Box, Microsoft Office suite, and Google Workspace.
New York State Notary Public license, or ability to obtain the license within 6 months.
Ability to cultivate and develop inclusive working relationships with students, faculty, staff, and community members.
Submit a cover letter and resume outlining interest and how experience and goals align with the potential for mutual success in the role.

Nice To Haves

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.

Responsibilities

Serve as a primary point of contact at the Office of the University Registrar customer service desk.
Provide service to students, alumni, faculty, staff, and external stakeholders, responding by phone, email, and in person and directing customers to appropriate resources as needed.
Use 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 accurately.
Receive, process, and distribute office mail.
Develop and maintain process documentation, email templates, and reference materials.
Maintain expertise in university transcript policies, procedures, and systems.
Process transcript requests and support transcript ordering and delivery; troubleshoot order issues and resolve requests on hold using vendor systems.
Review requests for potential fraud and assist with identity verification.
Support requests for current and historical student records in collaboration with university partners.
Provide guidance on official and unofficial transcripts and their appropriate use.
Process enrollment and degree verification requests and explain procedures to students and third parties.
Notarize diplomas, transcripts, and certifications for Apostille purposes.
Complete certifications for students participating in club-level athletics.
Maintain procedures and documentation for verification and certification services.
Support production and replacement of University ID cards and troubleshoot related issues.
Verify eligibility and compliance with university policies before issuing ID cards.
Process bursar charges when applicable.
Participate in special projects, process improvements, and documentation, and perform other duties as assigned.
Complete all required university compliance training.
Safeguard confidential information and maintain the accuracy and integrity of official academic records.

Benefits

Comprehensive health care options.
Generous retirement contributions.
Access to wellness programs.
Employee discounts with local and national retail brands.
Health and personal leave.
Three weeks of vacation and 13 holidays, including a winter break from December 25 through January 1.
Two additional floating holidays.
Tuition-free Extramural Study and Employee Degree Program.
Tuition aid for external education.
Cornell Children’s Tuition Assistance Program.