Service Representative

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Position Summary:

Under the direction of a Service Operations Manager, performs duties related to client services, answering questions from current students, parents, and administrators related to admissions, registration, and other related questions. Provides information and explanations concerning programs, policies, and procedures. Processes course and program changes, ID cards, and forward inquiries to student accounts, when applicable. Maintains student records. Resolves problems.

Duties and Responsibilities:

• Provides students with general information concerning admissions, course and program registration, and directs inquiries to student accounts, when appropriate.
• Prepares letters and processes documents and forms as required.
• Provides information related to acceptance into programs, eligibility criteria, and course withdrawals.
• Ensures that student records are properly documented and filed. Ensures the accuracy and completeness of all information. Resolves issues by consulting the knowledgebase and or colleagues. Refer complex cases to Assistant Supervisor.
• Attends training and proposes process improvements.
• Informs supervisor of decisions and refers complex cases to proper units.
• Receives and follows up on matters related to student account fee payments. Processes requests for transcripts and letter of attestation. Produces ID cards.

Other Qualifying Skills and/or Abilities:
Accurate with superior attention to detail to ensure integrity of information. Customer focused and service oriented, assisting all clients with tact and diplomacy. Excellent proven customer services skills, student exchange, student accounts, and student registration experience. Proven organizational skills and ability to prioritize and multi-task accurately and efficiently. Demonstrated ability to understand, apply, and communicate admissions and legal policies, University policies, procedures, and knowledge of Provincial and Federal legislation and guidelines as related to educational programs and Student services to students and staff at all levels. Experience with student mobility, student exchange programs, independent study away, and exchange agreements. Knowledge of the mobility award, transfer credits and course approvals for study away activities. Ability to work collaboratively with exchange partner institutions. Knowledge of exchange application and nomination processes. The Applicant should also have experience in promoting international education and have experience dealing with a diverse international student population and with diverse cultural groups. Demonstrated ability to clearly receive, retain, and transmit information. Ability to analyze, identify, and understand key information in documentation received from partner institutions. Ability to clearly decode, transmit, and explain information to students and partner units in both in writing and verbally. Knows when to ask questions or ask for assistance when information is unclear, or when difficult situations arise. Takes initiative and ownership of tasks. Proven ability to work autonomously and as a member of a team. Demonstrated ability to take initiative, problem solve, and ability to work under pressure. Demonstrated ease with technological applications with a proven ability to work in a PC environment using MS Word, advanced Excel and Outlook, Banner (SIS, and FIS), Adobe Professional and student portals (myCourses and Minerva).

Please note that the recruitment process for this position may include a testing component following the interview.

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.

Minimum Education and Experience:

DEP - Office Systems 3 Years Related Experience / DEP - Secretarial Studies

Hourly Salary:

(MUNACA Level F) $29.42 - $36.46

Hours per Week:

33.75 (Full time)

Supervisor:

Service Point Associate

Position End Date (If applicable):

2027-06-01

Deadline to Apply:

2026-04-26

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].