Position Number: 50000522 / P4426
Department: Birks Student Service Center
Grade: PE196-7
Campus: Sir George Williams (Downtown)

Salary: $27.24 - $32.34 per hour
Union/Association/HR Policy: CUSSU

Posting deadline: March 10, 2023

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.

NOTE: This posting represents a replacement contract until February 7, 2025.

SCOPE
Reporting to the Manager, Birks Student Service Centre, the incumbent is responsible for providing welcoming and professional front-line customer service. They provide information concerning the university administrative and financial issues and accurately process a wide variety of financial and non-financial transactions. The Student Support Representative is also responsible for resolving student concerns within the scope of the role and for escalating more complex issues to the appropriate resource.

PRIMARY RESPONSIBILITIES

• Provide information and assistance to students regarding University procedures, guidelines and requirements in person, by telephone, and by email.
• 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 and inform students regarding resources and support available.
• Process a wide variety of student-related transactions which include the submission of various forms, 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.
• 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 system (SIS).
• 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.

REQUIREMENTS

• Diploma of Collegial Studies (two year pre-university DEC) and two to four years of work experience in a customer service role; previous experience working in an academic setting desirable.
• Knowledge of Concordia University rules, regulations and the academic calendar an asset.
• Good knowledge (Level 4) of spoken and written English to communicate effectively with students and faculty; basic knowledge (Level 3) of spoken and written French to answer general inquiries. Knowledge of additional languages an asset.
• Basic knowledge of Word; knowledge of the Student Information System (SIS) 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 the team and independently.
• Sensitivity to students’ concerns
• Approachability, being sensitive and patient with others, ability to keep composure and to be a calming influence in a difficult situation is desirable.
• Keen attention to details with the ability to multitask and work under pressure. Ability to respond to a large number of client inquiries highly desirable.
• 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.

IMPORTANT: The language and computer skills of short-listed candidates will be tested.

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.

Employment Equity
Concordia University is strongly committed to employment equity within its community, and to recruiting a diverse faculty and staff. The University encourages applications from all qualified candidates, including women, members of visible minorities, Indigenous persons, members of sexual minorities, persons with disabilities, and others who may contribute to diversification; candidates are invited to self-identify in their applications. As part of your application, you will be asked to complete a diversity survey. This information is voluntary and any information collected for this purpose is confidential and cannot be accessed by search committees or human resources employees. Results will be aggregated and used to help Concordia achieve its goal to see all members of our community not only reflected, but welcomed, included and supported in their efforts to contribute to all areas of university life.

Accessibility
Concordia desires to increase diversity among its community members and we strive to make our recruitment processes as accessible as possible and provide accommodations as required for applicants. If you are contacted for an interview and anticipate needing accommodations during the process, please contact, in confidence, hr-employment@concordia.ca

Immigration Status
All qualified candidates are encouraged to apply; however, Canadian and Permanent Residents will be given priority. To comply with the Government of Canada’s reporting requirements, the University is obliged to gather information about applicants’ status as either Permanent Residents of Canada or Canadian citizens.