Service Representative

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Scholarships & Student Aid Office

McGill’s Scholarship and Student Aid Office (SSAO) advises McGill students on funding options, budgeting, and debt management. They disburse all provincial, federal, and US student aid funding, and help with government aid information and documentation. They offer an Entrance Bursary Program, Entrance Scholarships, an In-Course Financial Aid Program (loans and bursaries) and a Work Study Program based on financial need.

Position Summary:

Under the direction of the immediate supervisor, performs duties related to admissions and registration, and student accounts. Provides information and explanations concerning programs, policies and procedures. Processes admission applications, registrations, transcript requests and activities related to student account fee payments. Maintains files and records and resolves related problems.

Major Duties and Responsibilities:

• Acts as first line resource person regarding policies and procedures, in-person, by phone and by email.
• Provides instruction and assistance relating to application requirements and procedures for government student aid programs and University’s student aid programs: Entrance and In-Course aid; Entrance Scholarships; Work Study; Tuition Fee Deferrals; Mobility awards; Enriched Educational Opportunity awards, etc.
• Provides assistance in completing various forms. Ensures accuracy and completeness of information and validity of supporting documents.
• Searches and retrieves government aid documentation from numerous systems, i.e., AFE Contact system; NSLSC ECE (National Student Loans Service Centre, Electronic Confirmation of Enrolment portal); One-Key (Ontario FAO portal); SFAS (BC Student Financial Assistance System); Extranet (Alberta electronic information system), etc.
• Using numerous systems / methods depending on loan type / source, reports enrolment status to Ministries of Education enabling students to maintain or resume interest-free status on previous loans.
• Investigates and follow up on problems and discrepancies. Consults appropriate systems / documentation, or resource persons in order to obtain and provide information.
• Escalates complex problems to resource persons. Provides support to Financial Aid Counsellors in program administration; ensures smooth operations of programs.
• Attends training sessions with governmental agencies to keep abreast of changes to student aid programs and to upgrade skills and/or level of system access to student dossiers.
• Determines urgency of request and gives priority to students with exceptional circumstances.

Other Qualifying Skills and/or Abilities:

• Demonstrated interpersonal, listening, as well as verbal and written communication skills.
• Proven ability to work autonomously and as a member of a team.
• Demonstrated ability to take initiative, problem-solve and organize work.
• Strong ability to multi-task, prioritize and work under pressure to meet multiple deadlines in a fast-paced, dynamic environment.
• Strong computer skills with proven ability to use various software tools and platforms (i.e., databases, spreadsheets, web applications, etc.).
• Must be customer focused and service oriented, assisting all clients with tact and diplomacy while maintaining a professional manner and appearance at all times.
• Demonstrated ability to clearly receive, retain and transmit information with a proven ability to communicate clearly and effectively at all levels.
• Proven ability to draft correspondence, must be accurate and possess superior attention to detail.
• Demonstrated ability to provide support for various administrative activities.
• Proven discretion in dealing with confidential information.
• English and French, spoken and written

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 # 4 (Fluent) on a scale of 0-4.

Minimum Education and Experience:

Hourly Salary:

Hours per Week:

Supervisor:

Position End Date (If applicable):

Deadline to Apply:

McGill University hires on the basis of merit and is strongly committed to equity and diversity within its community. We welcome applications from racialized persons/visible minorities, women, Indigenous persons, persons with disabilities, ethnic minorities, and persons of minority sexual orientations and gender identities, as well as from all qualified candidates with the skills and knowledge to productively engage with diverse communities. McGill implements an employment equity program and encourages members of designated groups to self-identify. Persons with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence, [email protected].