Service Assistant
Forbes includes U of G Among Canada’s Best Employers
Office, Clerical and Technical
Position covered by the Collective Agreement with USW Local 4120
Service Assistant
Office of Registrarial Services
Temporary full-time from July 22, 2024 to December 19, 2025
Temporary absence of the regular incumbent
Hiring #: 2024-0390
Please read the Application Instructions before applying
Reporting to the Manager, Student Awards & Financial Aid, the Service Assistant is responsible for all aspects of front-line customer service as it applies to Student Financial Services (SFS). This is a critical position as it is the first point of contact with the student body in addressing all financial matters as they relate to students and their studies. Services are provided to undergraduate and graduate students, Guelph-Humber students, parents, staff, faculty and external stakeholders. The contact with clients will be in person, by telephone and electronic correspondences. The dealings are often complex, sensitive, confidential, and action-oriented requiring demonstrated tact and diplomacy.
The incumbent is required to be knowledgeable and have a full understanding of a host of policies, procedures, processes, deadlines and consequences that include, but are not limited to the following areas: student accounts, OSAP, all provincial and territorial government aid programs, work study, scholarships, bursaries and institutional financial aid programs. The incumbent is responsible for advising, making decisions and recommendations regarding students’ financial situations as it relates to their program of study, registration changes, and financial shortfalls. The incumbent performs a variety of data entry functions to ensure students financial situations are addressed efficiently and effectively and without negative consequences to their academic success. Data entry functions include, but are not limited to: supporting documents, program cost codes, OSAP and out-of-province confirmation of enrolment forms, continuation of interest free status, and adjustments on One-key, the Ministry of Colleges and Universities (MCU) on-line system, to ensure appropriate financial aid is issued to students. The incumbent advises students daily regarding their student account payments; this requires being conversant with payments including tuition, incidental fees, residence, meal plans, withdrawal and course change penalties, lab fees, housing deposits, UHIP fees, and miscellaneous charges transferred from other departments. Decisions made by the Service Assistant impact students’ finances, educational goals, and student retention.
Requirements of the position include:
- 2 year post secondary college education (undergraduate degree preferred) with minimum 18 months of relevant experience, or an equivalent combination of education and experience
- Knowledge of Colleague, the student information system, WebAdvisor, MTCU’s AS400 and One-key with a preference given to applicants who have experience using these applications
- Knowledge of University of Guelph’s academic policies and procedures, financial aid policies and procedures with preference given to applicants who have experience with student account and government aid policies and procedures
- Excellent oral and written communication skills
- Ability to deal with difficult situations, maintain a high level of confidentiality, sound judgement, and dependability
- Detailed oriented and analytical with demonstrated problem-solving skills and initiative
- Highly organized with excellent time management and proven stress management skills
- Ability to work effectively in a fast-paced, high-volume environment with constant interruptions.
- Strong computer competency using the Microsoft Office Suite
Covering Position Number 443-023
Classification USW, Local 4120 Salary Band 4
Normal Hiring Range $26.17- $29.24 per hour
At the University of Guelph, fostering a culture of inclusion is an institutional imperative. The University invites and encourages applications from all qualified individuals, including from groups that are traditionally underrepresented in employment, who may contribute to further diversification of our Institution.
Posting Date: 2024 07 10
Closing Date: 2024 07 17