Unit/Project Description:

McMaster’s Faculty of Science is one of the largest among Canadian universities, with more than 8,000 undergraduate students. Science has the largest undergraduate enrolment of McMaster's six Faculties and Schools and faculty deliver foundational courses to thousands of students from across the university. We have a reputation for innovative programs, cutting-edge research, leading faculty, and aspiring students. We have earned a strong reputation as a centre for academic excellence and innovation.

The Faculty of Science, Office of the Associate Dean (Academic) is seeking to fill the position of Student Services Representative (SSR) to join the Science Undergraduate Recruitment team in communicating, triaging, strategizing, organizing, and executing key student recruitment initiatives. With involvement in inquiry management, email communication, supporting recruitment events, marketing emails, digital communications strategies, the approach taken by the SSR is constantly evolving alongside prospective students’ styles and interests. The SSR is creative, outgoing, and extremely organized, bringing along new ideas on how to successfully communicate and recruit top students from around the world to Faculty of Science undergraduate programs. The SSR is tech savvy, having experience with live chat functions and CRM knowledge, with solid analytical and communications skills. The successful candidate has a vibrant personality, exceptional written and oral communication skills and is confident working independently and as part of a dynamic team. As a first point of contact for prospective students, the SSR takes pride in quality interactions and recognizes the value and importance of customer service.

Job Summary:
Responsible for providing guidance and advice to prospective and current students for inquiries and situations regarding undergraduate programs, admissions processes, student enrolment and student financials. Develops programs and services to assist current and prospective students to obtain and manage their resources throughout their post-secondary career. Responsible for providing accurate information and ensuring a thorough knowledge of University and Ministry policies and regulations. Provides exemplary student service using a variety of communication platforms to prospective and current students, alumni, parents, and guests as well as campus colleagues.

Purpose and Key Functions:

• Develop programs and services to assist current and prospective students to obtain and manage their resources throughout their post-secondary career.
• Create customized strategies to help students overcome financial obstacles.
• Interview students regarding financial issues, family history, personal choices, academic issues, and assess and evaluate the information provided.
• Provide confidential advice to students including, but not limited to, admission requirements and eligibility, the modification of course and program requirements, family and status changes, government assistance and eligibility, and income revisions and the impact that these changes have on financial aid eligibility and university status/fees.
• Collaborate with various stakeholders to educate students on their financial obligations and resolution of student issues.
• Advise prospective students from all education sources on program options and admission requirements.
• Research external funding sources available to students and provide students with information on available external funding options and financial programs.
• Complete a complex adjudication process for financial aid applications, which includes, but is not limited to: eligibility assessments, validating and inputting supporting documentation, applying cost codes, initiating correspondence, confirmation of enrolment, and updating university and government systems.
• Liaise with colleagues both internal and external to the University to discuss and understand a range of issues, including but not limited to, best practices and technological improvements.
• Plan and coordinate outreach events and educational sessions.
• Liaise independently with applicants, students, parents, alumni, faculty and staff to explain detailed policies, procedures and services using a variety of communication platforms.
• Determine and assess students for service and/or program eligibility.
• Collect, analyze, assess, and summarize information relevant to the decision making process and develop recommendations for final approval and implementation.
• Refer at-risk students to the appropriate internal and external services and departments that offer specialized assistance to individuals in need.
• Review and interpret a variety of supporting documentation in order to assess and process applications, and release funds.
• Process and distribute official documentation (i.e., tax forms, receipts, certification letters, incoming documentation from applicants. transcripts and diplomas).
• Participate in student services events and meetings and provide information in support of departmental services (i.e., recruitment events, convocation, Ontario University Fair, etc.).
• Review student accounts for validity of records, fees, payments and other charges, and process applicable refunds.
• Processes transactions through a point-of-sale system (e.g. student account fees, refunds, and service fees).
• Enter data, generate reports and prepare/balance daily cash deposits using accounting software systems.
• Review and process a variety of education verifications.
• Provide new and replacement identification cards to students.
• Maintains the confidentiality of applicant and current student records
• Apply University and government policies to daily office practices. Ensure adherence to established university schedules and deadlines. Remain current with changes in internal and external policies and procedures through workshops, meetings, or reading manuals.
• Ensure compliance with inspections, audits, and government policies through the correct interpretation and application of information provided through various government policy and guidelines.
• Assemble, copy, collate, and distribute documents and packages.
• Sort and distribute incoming mail and faxes.
• Set up and maintain filing systems, both electronic and hard copy. File and archive ministry documents.

Supervision:

• Provides functional guidance to others on an ongoing basis.

Requirements:

• Bachelor's degree in Business or related field of study.
• Requires 3 years of relevant experience.

Assets:

• Understanding of Faculty of Science undergraduate program structure.
• Effectively uses CRM software’s, including Slate and Microsoft Dynamics.

To apply for this job, please submit your application online.

McMaster University is located on the traditional territories of the Haudenosaunee and Mississauga Nations and within the lands protected by the “Dish With One Spoon” wampum agreement.

The diversity of our workforce is at the core of our innovation and creativity and strengthens our research and teaching excellence. In keeping with its Statement on Building an Inclusive Community with a Shared Purpose, McMaster University strives to embody the values of respect, collaboration and diversity, and has a strong commitment to employment equity.

The University seeks qualified candidates who share our commitment to equity and inclusion, who will contribute to the diversification of ideas and perspectives, and especially welcomes applications from indigenous (First Nations, Métis or Inuit) peoples, members of racialized communities, persons with disabilities, women, and persons who identify as 2SLGBTQ+.

As part of McMaster’s commitment, all applicants are invited to complete a confidential Applicant Diversity Survey through the online application submission process. The Survey questionnaire requests voluntary self-identification in relation to equity-seeking groups that have historically faced and continue to face barriers in employment. Please refer to the Applicant Diversity Survey - Statement of Collection for additional information.

Job applicants requiring accommodation to participate in the hiring process should contact:

• Human Resources Service Centre at 905-525-9140 ext. 222-HR (22247), or
• Faculty of Health Sciences HR Office at ext. 22207, or
• School of Graduate Studies at ext. 23679

to communicate accommodation needs.

The University is committed to providing and maintaining healthy and safe working and learning environments for all employees, students, volunteers and visitors. The University’s Vaccination Policy-COVID-19 Requirements for Employees and Students (the “Vaccination Policy”), requires all McMaster community members, including employees, accessing a McMaster campus or facility in person to be fully vaccinated or to have received an exemption from the University for a valid human rights ground. While the Vaccination Policy is currently paused, it may resume quickly and on short notice, as informed by public health advice and direction. Should it become necessary in future to resume the Policy, all community members will need to demonstrate compliance at that time. Successful applicants in those positions that work in host hospitals or other healthcare sites that have active vaccination mandates in place will need to comply with these and any other health and safety measures necessary as part of their appointment. The University will continue to follow the guidance of public health organizations to define fully vaccinated status.

To ensure an ongoing and vibrant University community that meets the needs of our students, staff and faculty and supports the University mission, ability to work on-site continues to be a requirement for most University positions. The University is supportive of exploring flexible work arrangements that effectively balance operational needs and employee interests.