Academic Records and Student Services Associate

Cornell University•Ithaca, MI

1d•$26 - $30•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 throughout the academic lifecycle by maintaining accurate academic records and providing customer service. It includes front-desk support, transcript processing, management of confidential records, enrollment and degree verification, diploma and transcript notarization, and support for university ID cards. The associate helps protect the integrity of the official academic record while contributing to a collaborative, fast-paced service environment. The position is eligible for a hybrid work arrangement. Employees typically work on campus four days per week and remotely one day per week. Relocation assistance and visa sponsorship are not available. The role is hourly, with a stated pay range of $26.09–$30.32.

Requirements

Associate’s degree and at least two 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 as a customer service representative or in a similar position.
Experience handling sensitive and confidential data.
Proficiency with Box, Microsoft Office, and Google Workspace.
A New York State Notary Public license, or ability to obtain one within six months.
Ability to cultivate and develop inclusive working relationships with students, faculty, staff, and community members.
A cover letter and resume outlining the applicant’s interest and how their experience and goals align with the role are required for consideration.

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 and provide service to students, alumni, faculty, staff, and external stakeholders.
Respond to inquiries by phone, email, and in person; resolve questions or direct customers to appropriate resources; and use a ticketing system to handle inquiries promptly and professionally.
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 assist with transcript ordering and delivery issues, including using vendor systems, troubleshooting orders, and resolving requests on hold.
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 uses.
Process enrollment and degree verification requests and explain verification procedures to students and third parties.
Notarize diplomas, transcripts, and certifications for Apostille purposes while maintaining an active New York State Notary Public license.
Complete certifications for students participating in club-level athletics.
Maintain procedures and documentation for verification and certification services.
Support the production, replacement, and troubleshooting of University ID cards; verify eligibility and policy compliance before issuing cards.
Process bursar charges when applicable.
Participate in special projects, process improvements, and documentation, and perform other duties as assigned.
Complete required university compliance training.
Safeguard the accuracy, compliance, and integrity of official academic records while delivering exceptional service.