Asst Supr Service Point (ER)

Service Point Associate

The Service Point Associate supports students, applicants, parents, alumni, and the general public by providing outstanding service and information concerning policies and procedures with respect to: admissions, registration, student accounts, and fees, tuition and immigration documents, first line advising for Arts & Science students, and as a Subject Matter Expert (SME) in one or more designated functional areas.

The incumbent is responsible for proactive problem-solving and discretionary decision-making to resolve student issues on the spot or via case-management where necessary. These may concern a broad range of complex issues regarding policies as they relate to the services enumerated above. Services are provided to graduate, undergraduate, exchange, professional, and other categories of students.

The Service Point Associate acts as mentor and as an escalation point to other Service Point staff in resolving complex issues and is accountable to their SME functional area of expertise.

Primary Responsibilities:

• Answers questions in-person, on the phone, by e-mail, or by other written correspondence such as social media.
• Uses professional judgment and discretionary authority to resolve problems and address concerns and issues from students, parents, faculty, staff, departments, and from other third parties regarding the following areas: admissions, registration, student accounts, student records and transcripts, tuition and immigration status, exams, exchange programs, first level advising for Arts and Science students, and other general information.
• Uses investigation, professional judgment, and individual discretion, as appropriate. Follows through on issues until resolved, providing necessary correspondence and contact with students or third parties. Contacts student advisors, faculties, or other university departments to clarify situations, as necessary. Intercedes and/or advocates on the student's behalf.
• Evaluates student documentation, renders decisions related to tuition and immigration status in consultation with McGill colleagues, and makes decisions, which are consistent with provincial and federal legislative documentation.
• Is highly motivated, focused, and results-oriented. Has the ability to meet expectations in a fast-paced and dynamic customer-oriented environment. Will take appropriate action in unusual circumstances and will make exceptions to policy when warranted. Has the ability to exercise a high degree of initiative and judgment.
• Works collaboratively with colleagues in Partner Units to implement cross-training and appropriate professional development opportunities for staff. Actively works with service professionals cross-trained in all areas.
• Supervises direct reports, and coaches and mentors Service Point staff regarding effective decision-making and policy interpretation.
• Accountable for the SME functional area of expertise assigned. Reports to direct manager regarding the volume of work for that area, the resourcing of that work, and the capacity for the work to be done within pre-established work norms.
• Provides a positive leadership model to staff. Is a willing mentor, shares knowledge and expertise freely, and creates a safe and productive working environment. Gives presentations.
• Ensures that he/she is informed of and provided with up-to-date information regarding all policies, procedures, and practices related to the Service Point.
• Commits to the provision of outstanding service and contribution to the Service Point team in ways which are consistent with the values, credo, and aspirations of McGill's division of Student Life and Learning.

Other Qualifying Skills And/Or Abilities:

Three or more years' experience in a customer service-related field in a post-secondary education environment preferred. An equivalent combination of education and experience will be considered. Strong oral and written communications skills with the ability to react to customers quickly, accurately, and congenially. Supervisory skills experience. Excellent customer service skills, attention to detail, and a high level of organization. Proven ability to work effectively as a team member. Experience in student admissions, registration, student accounts, and financial aid within a university environment preferred. Comprehensive knowledge of the University's policies, procedures, as related to educational programs and services. Strong knowledge of Provincial and Federal legislation with respect to student fee structures and immigration. Knowledge and understanding of the Student Information System (Banner), Microsoft Office (word, excel, MS Teams) and Adobe Acrobat Pro. Demonstrated strong project management and presentation skills. Ability to analyze and interpret data and make independent decisions. Cross-cultural communication skills and experience working with diverse communities. Knowledge of call center systems (CCX), email ticketing systems (Jira), knowledge base (Confluence) and Banner fee screens. Knowledge of French and English: McGill University is an English-language university where day to day duties may require English communication both verbally and in writing. The level of English required for this position has been assessed at a level #3 (qualifier) on a scale of 1-4.

As one of Montreal's Top Employers, here is what we offer:

• Competitive benefits package (Health, Dental, Life Insurance) (if eligible)
• Defined contribution pension plan (with employer contribution up to 10%) (if eligible)
• Group Registered Retirement Savings Plan (RRSP) and Tax Free Savings Account (TFSA)
• Competitive vacation policy
• Two (2) personal days
• Two (2) floating holidays
• Nine (9) "Summer Fridays" - paid days off between the St-Jean Baptiste holiday and Labour Day
• Paid time off over the December holiday period
• Tuition waiver for regular employees and their dependents
• Up to two (2) days of remote work per week where the position permits

Before applying, please note that to work at McGill University, you must be both authorized to work in Canada and willing to work in the province of Quebec at the campus where the position is based / located. Knowledge of English: McGill University is an English-language university where day to day duties may require English communication both verbally and in writing. The level of English required for this position has been assessed at a level #3 on a scale of 0-4. For a definition of our language proficiency levels, please click here.