ABOUT WESTERN

Western University delivers an academic experience second to none. Western challenges the best and brightest faculty, staff and students to commit to the highest global standards. Our research excellence expands knowledge and drives discovery with real-world application. Western attracts individuals with a broad worldview, seeking to study, influence and lead in the international community. Since 1878, The Western Experience has combined academic excellence with life-long opportunities for intellectual, social and cultural growth in order to better serve our communities.

ABOUT US

The Office of the Registrar is dedicated to helping our students achieve their academic goals by providing to the Western community an array of integrated student related services in a confidential and professional environment. This includes providing exceptional service to current students as well as prospective students from the initial point of interest in undergraduate programs at Western, through the information gathering, application, and admission processes.

QUALIFICATIONS

Education:

• University degree

Experience:

• 2 years’ customer service experience
• 1 year experience responding to chats/email in a high-volume fast paced environment
• 1 year of administrative experience, preferably in higher education setting

Knowledge, Skills & Abilities:

• Strong customer service skills to handle enquiries and resolve issues in a professional and timely manner
• Ability to accurately respond to a high volume of chat/email inquiries in a timely manner while maintaining a positive customer experience
• Knowledge of the services provided by the Office of the Registrar and an understanding of the structure of the University environment (e.g., programs, Faculties, services and requirements)
• Ability to know when to consult a Manager on questions and complex situations
• Excellent verbal and written communication skills and confidence dealing with a variety of people and situations
• Ability to work in a manner that is compliant with confidentiality requirements
• A strong record of teamwork with the motivation and ability to work independently with little supervision
• Ability to understand customer needs and expectations and provide excellent customer service to directly and indirectly satisfy expectations, especially when faced with upset clients, sensitive and confidential situations
• Initiative for consultative review and evaluation of work processes along with associated ability to implement changes for ongoing improvements to services within the area
• Strong attention to detail with an ability to process information with high levels of accuracy
• Ability to work well under pressure and handle multiple conflicting priorities in a fast-paced environment with frequent interruptions
• Ability and willingness to stay abreast of technological developments and adapt to new policies and procedures
• Demonstrated ability to work independently and take initiative and follow through on work assignments and take on new projects
• Familiarity with software applications used by Western preferred – e.g., PeopleSoft

The Student Central Assistant is responsible for providing front line customer service and information in the Office of the Registrar, contributing to the effective, efficient, and accurate communication of policies and procedures. The Student Central Assistant is responsible for responding to general and highly detailed inquiries via in-person, telephone, chat, and email pertaining to aspects of admissions and recruitment, student records, programs, course registration, OSAP, forms of financial assistance, scholarships, tuition and other fees, exams, and graduation. The position requires close working relationships with all areas of the Office of the Registrar to ensure effective communication, clarity of procedures, referrals to appropriate contacts, and general problem solving. The Student Central Assistant also performs a variety of services, such as transcript and official Western letter production, processing of tuition payments, distribution of student loans and refund cheques, assistance with course registration, distribution of diplomas, and production of Western ONECards.