Lincoln Alexander Student Service Assistant

Department: Registrar
Position covered by the Collective Agreement with USW Local 4120

Temporary full-time from 11/03/2025 to 07/24/2026
Temporary Absence of the Regular Incumbent

If you are a current employee of the University of Guelph you must apply on the internal Career Page in order to be considered as an internal applicant.
Career Opportunities (sapsf.com)

General Purpose

Reporting to the Manager of the Lincoln Alexander Student Service Centre (The Linc), the Linc Service Assistant plays a vital front-line role in delivering high-quality support to students across all academic levels-associate diploma, undergraduate, and graduate, both domestic and international. This position is responsible for addressing a wide range of inquiries related to admissions, enrolment, student records, course registration, financial aid (including OSAP and out-of-province aid), scholarships, tuition and fees, exams, and graduation.

The incumbent contributes to the success of the Office of Registrarial Services by fostering a welcoming and inclusive environment, supporting over 100,000 inquiries annually via in-person, email, live chat, and phone. The role requires empathy, adaptability, and professionalism in handling complex, sensitive, and confidential matters that directly impact student decisions, retention, and satisfaction.

Duties and Responsibilities

As the frontline representative of the Office of Registrarial Services, this role provides proactive, empathetic, and professional support to students, staff, faculty, and visitors. The service and advice provided impacts students' decisions regarding application/enrolment, program selection, eligibility for government funding, work-study programs, scholarships and awards, academic enrolment, and overall educational goals and retention.

Responsibilities include:

• Responding to inquiries via phone, email, live chat, and in-person, while maintaining confidentiality in accordance with FIPPA regulations.
• De-escalating emotionally charged situations with tact and diplomacy.
• Reviewing and interpreting student documents to advise on appropriate next steps.
• Utilizing systems such as Colleague, WebAdvisor, Student Planning, Slate, GryphForms, and Ontario Student Assistant Program (OSAP) and out-of-province administration tools.
• Demonstrates a full understanding of admission requirements, application procedures, important dates and deadlines for a broad and diverse clientele. This includes but is not limited to prospective students and current applicants (e.g., high school, transfer (domestic and international), mature learners, visiting students, parents/guardians, Guidance Counsellors, the general public and campus partners).

• Familiarity with graduate, undergraduate, domestic, out-of-province, and international student services.
• Data entry and verification responsibilities, including, but not limited to: OSAP program cost code updates; part-time OSAP application submissions; confirmation of Interest-Free status (CIFS); CIFS drops and withdrawal updates and other OSAP work queues as required.

• Assisting with academic inquiries, offering support and referrals to academic advising.
• Knowledge of course registration, academic withdrawal impacts, transcripts, confirmations of enrolment, study abroad processes, formal record changes, and academic policies.

• Reviewing documentation and updating study permit and passport information in Colleague.

• Performing complex data entry and processing tasks for applications, financial aid, student records, and enrolment management.
• Analyzing and explaining the academic and financial impacts of academic course changes.
• Interpretating Student accounts and knowledge of payment plans, (University Health Insurance Plan) UHIP, OSAP systems and documentation, work study, scholarships, and awards timelines.
• Participating in recruitment and financial literacy events.
• Providing backup support across the Office of Registrarial Services.

Requirements

• Education: Minimum two-year Community College Diploma with a strong preference for an undergraduate degree.
• Experience: At least 2 years of front-line customer service experience in a dynamic environment, with demonstrated ability to handle confidential information with discretion and strong attention to detail.
• Demonstrated empathy, patience, and adaptability in communication.
• Proven ability to manage high-volume, high-stress inquiries while multitasking effectively.
• Ability to exercise judgement and tact.
• Advanced communication and interpersonal skills.
• Aptitude for accurate and timely high volume data entry, attention to detail, excellent computer skills, and organizational skills for prioritizing work.
• Ability to work well both independently and as a member in a team environment.
• This position is not remote and will be conducted in person.

Employee Type: Regular
Position Number: 10914829
Classification: USW, Local 4120 Salary: Band 5
USW Local 4120 Wage Grid

*Tentative evaluation; subject to final review.

At the University of Guelph, fostering a culture of inclusion is an institutional imperative. The University invites and encourages applications from all qualified individuals, including from groups that are traditionally underrepresented in employment, who may contribute to further diversification of our Institution.

Posting Date: 10/29/2025
Closing Date: 11/05/2025