Representative, Student Support

at  Concordia University

Position Number: 50000513 / P1670
Department: Birks Student Service Center
Grade: PE196-7
Campus: Sir George Williams (Downtown)
Salary: $29.46 - $34.97 per hour
Union/Association/HR Policy: CUSSU
Posting deadline: November 28, 2024
Recognized as Canada’s top university under the age of 50, and one of Montreal’s top Employers, Concordia University is the place to be if you are looking to grow, contribute and innovate in a dynamic and multicultural environment.
Be part of a community that addresses society’s big challenges, supports your personal and professional growth, and makes a real impact in building a more sustainable world.
As a member of our community, you will have access to comprehensive benefits, a defined pension plan and numerous on site well-being facilities such as a state of the art gym and health clinic as well as a variety of educational and cultural opportunities.

QUALIFICATIONS

• Diploma of Collegial Studies and two to four years of work experience in a customer service role. Previous experience working in an academic setting an asset.
• Knowledge of Concordia University rules, regulations and the academic calendar an asset.
• Good knowledge (Level 4) of spoken and written English in order to communicate effectively with students, staff and faculty; basic knowledge (Level 3) of spoken and written French. Knowledge of additional languages an asset.
• Basic knowledge of Word. Knowledge of the Student Information System an asset.
• Excellent interpersonal and communication skills with the ability to deal firmly but politely with students and other concerned parties.
• Aptitude to work in a service-oriented environment as both a member of a team and independently.
• Sensitivity to students’ concerns. Approachability (is sensitive and patient with others) and composure (is a calming influence in a difficult situation) are assets.
• Keen attention to details, ability to multitask and work under pressure. Ability to respond to a large number of client inquiries an asset.
• Ability to work outside normal operating hours.
  Due to the volume of applications, only selected candidates will be contacted by our Talent Team.
  Concordia University is an English-language institution of higher learning at which the primary language of instruction and research is English. Since this position supports academic and administrative functions of the university, proficiency in English and French, as indicated, is required.

TERRITORIAL ACKNOWLEDGEMENT

Concordia University is located on unceded Indigenous lands. The Kanien’kehá:ka Nation is recognized as the custodians of the lands and waters on which we gather today. Tiohtià:ke/Montreal is historically known as a gathering place for many First Nations. Today, it is home to a diverse population of Indigenous and other peoples. We respect the continued connections with the past, present and future in our ongoing relationships with Indigenous and other peoples within the Montreal community.

• Provide information and assistance to students regarding University procedures, guidelines and requirements in person and by telephone.
• Troubleshoot and diagnose the root cause of academic impediments as presented by students, including: asking probing questions, analysis of Student Contact Notes, review of documents on file, review of student record.
• Provide recommendations to impediments by means of step-by-step action plan. Liaise with various university departments to resolve more complex questions or situations as required. Inform students regarding resources and support available.
• Process a wide variety of student-related transactions which include the submission of various forms, creation of student ID cards, payment of tuition and fees, etc.
• Provide explanations and answer a variety of questions regarding enrolment status letters. Prepare enrolment status letters, at the request of the student.
• Provide tailored information and assistance pertaining to the admissions process and any impediments to submitting an application, be they basis of admission, program selection, an overview of the necessary documents, or technical/SIS related.
• Verify documentation pertaining to applications and other forms. Interpret and review information on file for students, including interpretation of financial statements and account status. Distribute and record the disbursement of student aid cheques and student loan certificates as per established rules.
• Troubleshoot and provide information, explanation of fees, and general service related to the students’ financial account.
• Recommend, accept and review student documentation for Student and Enrolment Services programs and ensure the timely forwarding of documents to the appropriate department.
• Process socio-demographic changes on behalf of the student on the student information management system.
• Close electronic payment deposit shift; balance and verify daily cashier transactions register and submit all covering payments to the Student Accounts Office.
• Provide reception duties on a rotational basis.
• Assist with the preparation of reference/training materials for the unit. Provide assistance with the shadow training of new employees.
• Perform other duties in support of the operation of the unit.