Linc Service Assistant

University of Guelph•Guelph, ON

About The Position

Reporting to the Manager of the Lincoln Alexander Student Service Centre (The Linc), the Linc Service Assistant plays a vital front-line role in delivering high-quality support to students across all academic levels—diploma, undergraduate, and graduate, both domestic and international. This position is responsible for addressing a wide range of inquiries related to admissions, enrolment, student records, course registration, financial aid (including OSAP), scholarships, tuition and fees, exams, and graduation. The incumbent contributes to the success of the Office of Registrarial Services by fostering a welcoming and inclusive environment, supporting over 100,000 inquiries annually via in-person, email, live chat, and phone. The role requires empathy, adaptability, and professionalism in handling complex, sensitive, and confidential matters that directly impact student decisions, retention, and satisfaction. The Lincoln Alexander Student Service Centre (The Linc) serves as the primary hub for student support at the University, offering a comprehensive range of services to meet the diverse needs of students at all academic levels—including diploma, undergraduate, and graduate, both domestic and international. The Linc assists with inquiries regarding admissions, enrollment, student records, course registration, financial aid (such as OSAP), scholarships, tuition and fees, exam schedules, and graduation requirements. Students can access these services through various channels, including in-person visits, email, live chat, and phone, ensuring timely and accessible support for all. By providing clear guidance, accurate information, and empathetic assistance, The Linc helps students make informed decisions about their academic journey, supports their financial needs, and contributes to their overall success and satisfaction. The Linc is committed to creating a welcoming and inclusive environment, handling a high volume of inquiries each year with professionalism, confidentiality, and a student-centered approach.

Requirements

Minimum two-year Community College Diploma with a strong preference for an undergraduate degree.
At least 2 years of front-line customer service experience in a dynamic environment, with demonstrated ability to handle confidential information with discretion and strong attention to detail.
Demonstrated empathy, patience, and adaptability in communication.
Proven ability to manage high-volume, high-stress inquiries while multitasking effectively.
Ability to exercise judgement and tact.
Advanced communication and interpersonal skills.
Aptitude for accurate and timely high volume data entry, attention to detail, excellent computer skills, and organizational skills for prioritizing work.
Ability to work well both independently and as a member in a team environment.

Responsibilities

Responding to inquiries via phone, email, live chat, and in-person, while maintaining confidentiality in accordance with FIPPA regulations.
De-escalating emotionally charged situations with tact and diplomacy.
Reviewing and interpreting student documents to advise on appropriate next steps.
Utilizing systems such as Colleague, WebAdvisor, Student Planning, Slate, GryphForms, and Ontario Student Assistant Program (OSAP) administration tools.
Knowledgeable of University of Guelph program offerings, admission requirements, application procedures, important dates and deadlines, and internal adjudication processes and timelines.
Familiarity with graduate, undergraduate, domestic, out-of-province, and international student services.
Assisting with academic inquiries, offering support and guidance for academic advising.
Knowledge of course registration, academic withdrawal impacts, transcripts, confirmations of enrolment, study abroad processes, formal record changes, and academic policies.
Reviewing supporting documentation and processes related to the Immigration, Refugees and Citizenship Canada (IRCC) and study permit requirements.
Performing complex data entry and processing tasks for applications, financial aid, student records, and enrolment management.
Analyzing and explaining the academic and financial impacts of academic course changes.
Interpretating Student accounts and knowledge of payment plans, (University Health Insurance Plan) UHIP, OSAP systems and documentation, work study, scholarships, and awards timelines.
Participating in recruitment and financial literacy events.
Providing backup support across the Office of Registrarial Services.