Student Services Associate

Founded in 1910 and located in Calgary, Alberta, Canada, Mount Royal University grew into a vibrant college in the 1930s and became a mid-sized university in 2009. Today, Mount Royal offers 14 bachelor degrees and 38 majors, along with a wide range of diploma and certificate options. We boast a diverse community with nearly 16,000 credit students, more than 5,500 non-credit students and about 1,700 employees.

Mount Royal is located in the traditional territories of the Niitsitapi (Blackfoot) and the people of the Treaty 7 region in Southern Alberta, which includes the Siksika, the Piikani, the Kainai, the Tsuut’ina, and the Iyarhe Nakoda. The City of Calgary is also home to the Métis Nation.

A student-focused undergraduate university built on teaching excellence, we are known for our top-calibre programs, high-quality teaching and learning experience, robust delivery of liberal education, scholarly teaching, experiential learning and undergraduate research. Learn more at mru.ca/AcademicPlan .

We are committed to removing barriers and fostering the inclusion of voices that have been historically underrepresented or discouraged in our society. In support of our belief that diversity in our faculty and staff enriches the work, learning and research experiences for the entire campus community, we strongly encourage members of the designated groups (women, Indigenous Peoples, persons with disabilities, members of visible minorities, and diverse sexual orientation and gender identities) to apply and self-identify.

The Students portfolio at Mount Royal broadly encompasses Student Affairs, Enrolment Services, and International Education, delivering support and services that are inextricably linked with the teaching and learning outcomes academic departments are tasked with achieving.  We support the University’s mission by assisting students, staff and faculty through a variety of departments, including: Admissions and Recruitment, Residence Services, the Office of the Registrar (Academic Scheduling; Records; Registration, and; Student Awards and Financial Aid), Access and Inclusion Services, Career Services, the Office of Student Community Standards, Student Success and Learning (Academic Advising; Student Experience, and; Student Learning Services), Wellness Services, Cougars Athletics and Recreation, the Iniskim Centre, International Education, Student Systems and Communications, and Strategic Enrolment Data.

Reporting to the Assistant Registrar, Registration and Financial Aid, this position is responsible for providing superior front-line client care and for contributing to the efficient and effective operation of registration and financial aid services. This position requires an individual who is self-motivated, willing to take on tasks, can effectively manage their time and demonstrate an ability to work in a group as well as independently.

Responsible for providing accurate information and effective referral services to a diverse population of students/clients, the incumbent will serve as an Ambassador of the institution. Additionally, the Student Service Associate must promote as well as foster a supportive student learning environment. The incumbent must provide quality customer service, demonstrate accountable stewardship of student information as well as institutional resources, accurately interpret and fairly apply all institutional policies, and demonstrate knowledge in all necessary areas.

This position is a full-time role working 35 hours per week. 

Responsibilities

• Clarify student / client information and service needs through effective listening and proactive assessment

• Provide accurate information regarding admissions, registration, financial aid, student awards, student records, and fees

• Respond accurately to inquiries (in-person, by telephone, mail or online), with respect, tact and discretion

• Advise full-time and part-time students of funding opportunities (government funding, scholarships and bursaries)

• Assist students with applications for student loan funding and appeals

• Respond to inquiries pertaining to student awards, scholarships, bursaries and Financial Learning Assistance

• Provide appropriate referral services to student support services

• Answer questions and assist students regarding the student’s account and registration procedures

• Maintain close liaison with government funding agencies in order to expedite funding for students in need

• Complete out-of-province loan confirmations for all provinces and territories through different provincial portals

• Produce confirmation of enrolment letters, and official and unofficial academic transcripts

• Resolve data integrity issues

• Interpret institutional policies, applying sound understanding, and judgment

• Ensure fair and equitable application of institutional policies within the boundaries of accountability

• Foster a respectful work environment which values diversity, integrity and open, honest communication

 
Qualifications 

• Three or four year bachelor degree or equivalent

• Minimum 18 – 24 months of related work experience

• Experience required within a post-secondary institution, preferably in the area of financial aid

• Customer service background, in-person, email and phone

• Working knowledge of and experience with Microsoft Suite (Excel, Access, Word) and Google Suite

• Experience with Banner student information system would be an asset

• Familiarity with the different Provincial funding portals and NSLSC systems would be an asset

• Excellent communication skills, sensitivity in working with diverse populations, and demonstrated ability to work as a team member

• Responsible, results-oriented, and motivated

• Ability to evaluate and interpret information at an advanced analytical level and work in a fast-paced environment

• Strong attention to detail including an ability to analyze and verify data, and recognize errors 

Talented and committed employees are the driving force behind student success. We strive to be an employer of choice among Canadian post-secondary institutions. 

At Mount Royal University, we recognize that people are a combination of many intersecting identities; we work to cultivate an environment that welcomes the whole person, and harnesses the strength that is available in our diversity, creating a rich and inclusive workplace. 

Investing in the learning and development of our employees benefits the individual and the University. A variety of services, resources and programs encourage a healthy, productive workplace. Mount Royal University offers a competitive total compensation package including health and dental benefits, pension, health and personal spending accounts, paid vacation, winter holiday closure, personal days and a free membership in our fully equipped recreation centre. 

Our campus offers the convenience of a full medical clinic, dentist and pharmacy, as well as a variety of wellness services such as physiotherapists and massage therapists. Campus Recreation offers many activities, including personal training, fitness classes, climbing, aquatics, sports, tournaments and certifications for students, employees and the public.

Salary:                 $51,745 – $65,500 per annum (Subject to retroactive increase based on Gain Sharing Conditions as per the Government of Alberta)

Closing Date:      February 23, 2024

A cover letter and resume should be submitted in one .pdf document. Please title your .pdf document as follows: [Last Name], [Requisition Number].pdf (ex. Smith, 999999.pdf).