Service Representative

at  McGill University

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Position Summary:
Under the direction of the immediate supervisor, performs duties related to admissions, registration, student accounts, and student exchanges. Provides information and explanations concerning programs, policies and procedures. Processes admission applications, registrations, transcript requests and activities related to student account fee payments. Maintains files and records and resolves related problems.

Major Duties and Responsibilities:

• Provides general and detailed information concerning University programs and policies. Advises others concerning admission, registration and student accounts procedures. Ensures distribution of information packages, letters, forms and applications.
• Processes requests related to admissions, registration, and legal documents. Assesses eligibility according to established guidelines.
• Maintains, updates records and files. Sorts, codes, enters and verifies information. Ensures the accuracy and completeness of information. Investigates and follows up on discrepancies. Consults appropriate documentation or resource persons in order to obtain and provide information. Resolves problems. Refers complex problems to resource persons.
• Explains and demonstrates the use of computerized information systems such as an automated registration system and student accounts system. Provides assistance in completing various forms.
• Initiates others in unit activities. Follows up as appropriate.
• Receives and follows up on matters related to student account fee payments. Processes requests for transcripts and letter of attestation. Produces ID cards.

The list of duties and responsibilities outlined above is representative and not a complete and detailed list of tasks, which may be performed by an employee whose position has been matched to this generic job description.
Other Qualifying Skills and/or Abilities:
Accurate with superior attention to detail to ensure integrity of information. Customer focused and service oriented, assisting all clients with tact and diplomacy. Excellent proven customer services skills, student exchange, student accounts, and student registration experience. Proven organizational skills and ability to prioritize and multi-task accurately and efficiently. Demonstrated ability to understand, apply, and communicate admissions and legal policies, University policies, procedures, and knowledge of Provincial and Federal legislation and guidelines as related to educational programs and Student services to students and staff at all levels. Experience with student mobility, student exchange programs, independent study away, and exchange agreements. Knowledge of the mobility award, transfer credits and course approvals for study away activities. Ability to work collaboratively with exchange partner institutions. Knowledge of exchange application and nomination processes. The Applicant should also have experience in promoting international education and have experience dealing with a diverse international student population and with diverse cultural groups. Demonstrated ability to clearly receive, retain, and transmit information. Ability to analyze, identify, and understand key information in documentation received from partner institutions. Ability to clearly decode, transmit, and explain information to students and partner units in both in writing and verbally. Knows when to ask questions or ask for assistance when information is unclear, or when difficult situations arise. Takes initiative and ownership of tasks. Proven ability to work autonomously and as a member of a team. Demonstrated ability to take initiative, problem solve, and ability to work under pressure. Demonstrated ease with technological applications with a proven ability to work in a PC environment using MS Word, advanced Excel and Outlook, Banner (SIS, and FIS), Adobe Professional and student portals (myCourses and Minerva). Knowledge of French and English: McGill University is an English-language university where day to day duties require English communication both verbally and in writing. The level of English required for this position has been assessed at a level #3 on a scale of 0-4. Other languages are an asset.
Please note that the recruitment process for this position may include a testing component following the interview.
Minimum Education and Experience:
DEP - Office Systems 3 Years Related Experience / DEP - Secretarial Studies
Hourly Salary:
(MUNACA Level F) $29.42 - $36.46
Hours per Week:
33.75 (Full time)
Supervisor:
Service Operations Manager
Position End Date (If applicable):
Deadline to Apply:
2024-10-30
McGill University hires on the basis of merit and is strongly committed to equity and diversity within its community. We welcome applications from racialized persons/visible minorities, women, Indigenous persons, persons with disabilities, ethnic minorities, and persons of minority sexual orientations and gender identities, as well as from all qualified candidates with the skills and knowledge to productively engage with diverse communities. McGill implements an employment equity program and encourages members of designated groups to self-identify. Persons with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence,
accessibilityrequest.hr@mcgill.ca

• Provides general and detailed information concerning University programs and policies. Advises others concerning admission, registration and student accounts procedures. Ensures distribution of information packages, letters, forms and applications.
• Processes requests related to admissions, registration, and legal documents. Assesses eligibility according to established guidelines.
• Maintains, updates records and files. Sorts, codes, enters and verifies information. Ensures the accuracy and completeness of information. Investigates and follows up on discrepancies. Consults appropriate documentation or resource persons in order to obtain and provide information. Resolves problems. Refers complex problems to resource persons.
• Explains and demonstrates the use of computerized information systems such as an automated registration system and student accounts system. Provides assistance in completing various forms.
• Initiates others in unit activities. Follows up as appropriate.
• Receives and follows up on matters related to student account fee payments. Processes requests for transcripts and letter of attestation. Produces ID cards