Student Information & Service Advisor

Brock University•St. Catharines, ON

8d•CA$48,405 - CA$67,147•Onsite

About The Position

Reporting to the Manager, Student Information & Services, the Student Information & Service Advisor provides proactive, customer-friendly, quality service to a diverse client population including current and prospective students, Brock alumni, parents, faculty, staff, visitors, and general community members. The incumbent utilizes an in-depth understanding of registration, student accounts, tuition and fee assessment, student awards and financial aid, privacy, and data security to provide integrated services and information in the areas of undergraduate admissions, enrolment services and academic guidance. The incumbent also supports Undergraduate and Graduate students in the areas of student account services and student financial assistance forms and letters, as well as the payment and mailing of diplomas and transcripts.

Requirements

College diploma in a related discipline or university undergraduate degree
A minimum of two (2) years of front-line client service experience
A strong understanding of University policies, procedures and guidelines
Proven ability to provide quality front-line client service in a demanding, high volume fast-paced environment
Knowledge of admissions, OSAP, bursary, and scholarship processes at Brock
Proficient with computer software including BrockDB, Microsoft Office (Outlook, Word, Excel, OneNote, Teams, etc.), Skype, QLess, Workday, Ministry Website (OneKey), and point of sale systems
Basic accounting/bookkeeping knowledge and mathematical skills required to balance student accounts
Proven ability to exercise sound judgment, tact, discretion, and diplomacy
High level of professionalism when engaging with prospective and current students, families, community members, faculty members, staff, and alumni
Effective verbal, written and interpersonal skills with the ability to communicate effectively with a diverse population online, via email, phone and in person
Ability to work in a collaborative, team-centered environment which emphasizes creativity, reliability, and out-of-the-box thinking
Excellent organizational skills to prioritize workload in a fast-paced environment with changing deadlines, while maintaining focus on quality service
Proven ability to work effectively in an environment with sensitive and confidential information and situations

Nice To Haves

Experience in a university or college student service setting.

Responsibilities

Provide guidance and answer questions for students, faculty, parents, and related parties on all aspects of student accounts (i.e., Undergraduate admissions, enrolment services, academic registration, student accounts, financial support, student records, OSAP questions and Graduate students);
Accurately identify the nature and complexity of inquiries, determining the action to be taken, advising and assisting clients, seeking additional information, referring and/or making connections so clients receive appropriate information to satisfy their inquiry or desired action;
Provide financial guidance for students by understanding their needs, identifying financial gaps and communicating potential/recommended courses of action;
Execute the facilitation of diplomas for students not attending Convocation in-person to ensure payment is collected and documents securely couriered;
Support and advise students experiencing extenuating circumstances (i.e, backdated withdrawals, appeals, escalating concerns, and/or connecting with an Ombudsperson, etc.);
Review submitted documents and applications for completeness and accuracy, advising applicants on required format and deadlines;
Process forms, completing a variety of documentation on behalf of the student record, including data entry and maintaining records (i.e., Canada Pension, Veterans Affairs, United Nations etc.);
Distribute and collect registration information, Registrar letters, forms, and requests, following through to accurate completion or sending to the appropriate internal department for processing;
Review, confirm and approve the accuracy of transactions on student accounts in response to refund requests, and forward to the manager with refund recommendations;
Receive and post payments from clients for all registration activity and miscellaneous fees and process Workday entries for all non-student account transactions;
Attend team meetings and provide insight on identified successes, opportunities and suggestions for service improvement, demonstrating a student-centric approach to service delivery;
Provide input into the development of messages for effective communication to clients (bulletin boards, voice mail, email, digital display, website, social media, etc.);
Liaise with various units (internal and external to the Registrar’s Office) to gather and consolidate information in order to advise clients accurately and efficiently.