• Job Description

  Req#: JR-1019478

  Brock University is located on the traditional territory of the Haudenosaunee and Anishinaabe peoples, many of whom continue to live and work here today. This territory is covered by the Upper Canada Treaties and is within the land protected by the Dish with One Spoon Wampum Agreement.

  We are one of Canada’s leading comprehensive universities and a Top Employer in Hamilton-Niagara. Brock has been ranked #3 as Canada’s Best Employers and top 10 as one of Canada’s Best Employers for Diversity compiled by Forbes and Statista. We are an inclusive, welcoming community that offers a wide range of unique career opportunities.

  Ignite new possibilities for your career. Break through at Brock.

  Post End Date:

  October 15, 2024

  Applications will be accepted until 11:59 PM on the Posting End Date.

  About this role:

  Reporting to the Manager, Student Information & Services the incumbent 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 Student Information & Service Advisor 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 with student account services and student financial assistance forms and letters, as well as the payment and mailing of diplomas and transcripts.

  The Student Information & Service Advisor will:

  • 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.

  Key Skills and Experience:

  • 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.

  Preferred or Asset Skills…

  • Experience in a university or college student service setting.

  Salary and Total Rewards

  • Job Grade I, Salary Scale ($43,701-$60,621)*;
  • This position includes full comprehensive benefits including tuition waiver.

  This position is included in the Ontario Secondary School Teachers Federation (OSSTF) Union and:

  • Salary is therefore determined by the OSSTF Collective agreement. *
  • New members shall be placed on the salary grid at the entry level. *
  • It is Brock University’s policy to give first consideration to qualified internal Brock University OSSTF applicants.

  We are committed to offering flexible work arrangements where possible as outlined in our Flexible Work Arrangement Policy . As a student-centered organization, all employees are required to work on campus as needed.

  Brock University is committed to creating a respectful and equitable workplace. We strive to foster a culture of diversity and inclusion in our work and learning environments. We welcome applications from all qualified individuals and actively encourage applications from women, people with disabilities, members of the 2SLGBTQIA+ community, Indigenous Peoples, people who identify as Black, African and/or Caribbean, as racialized and/or as from ethnic and cultural minority groups, and other underrepresented demographic groups at Brock and in the Niagara region. Brock also recognizes intersectionality and the interconnected identities, histories, and experiences of these aforementioned groups .

  We are committed to inclusive and barrier-free recruitment, and we accommodat e the needs of applicants throughout all stages of the recruitment process, as outlined in our Employment Accommodation Policy and consistent with the requirements of the Ontario Human Rights Code . Please contact talent@brocku.ca if you require a disability related accommodation so we can ensure you r participation needs are met.

  Brock University does not use AI Technology at any stage of the recruitment process.

  We appreciate all applications received . C andidates that are selected for an interview will be contacted.

  Learn more about Brock University by visiting www.brocku.ca .

• About the company

  Brock University is a public research university in St.

Notice