Position Job Title: Student Information & Service Officer

Employment Type: Full-Time, Permanent

Work Schedule: Onsite

Salary Range: $60,000 - $70,000

Reports To: Manager, Student Records, Registration and Awards

About The University Of Niagara Falls Canada

Innovation Flows Here.

Officially opening its doors in 2024, the University of Niagara Falls Canada (UNF) is an innovative and digitally oriented institution that prepares graduates for leadership in the digital world. We believe in delivering programs that provide a direct pathway to meaningful careers in high-demand industries. UNF is part of the Global University Systems Canada group of institutions and Global University Systems, an international network of higher education institutions.

Our location

Our campus is located in historic downtown Niagara Falls. Beyond being Canada’s #1 travel destination, Niagara Falls is a small vibrant city that offers up a slice of metropolitan living at a different pace. From world-class dining and entertainment options to luxury shopping and cultural experiences. Our location offers the amenities of a large urban centre within a comfortable, liveable community.

Primary Purpose

Reporting to the Manager, Student Records, Registration and Awards, the Student Information & Service Officer provides proactive, professional, and student-centred service to a diverse community, including current and prospective students, alumni, parents, faculty, staff, visitors, and other stakeholders.

The incumbent serves as a primary point of contact for student-related inquiries received through in-person, telephone, email, virtual chat, and other service channels. The position provides accurate information and assistance across a broad range of registrar and student service functions, including admissions, registration, enrolment, student accounts, tuition and fees, financial supports and awards, academic records, privacy, and data security.

The Student Information & Service Officer assesses the nature and complexity of inquiries, determines the appropriate course of action, provides information and guidance within established policies and procedures, and refers matters to the appropriate office or resource when specialized support or decision-making authority is required. The incumbent is expected to exercise sound judgment, maintain confidentiality, and ensure that student requests and transactions are handled accurately, efficiently, and in accordance with University policies, procedures, and applicable legislation.

The position also supports graduation and credential-related services, student documentation requests, records maintenance, payment and account transactions, service communications, and operational initiatives within the Registrar’s Office. The incumbent contributes to continuous improvement by identifying service trends and opportunities and supporting initiatives that enhance the student experience and operational effectiveness.

Specific Responsibilities

- Provide guidance and support to students, faculty, parents, and other stakeholders on a broad range of student and registrar services, including undergraduate and graduate admissions, enrolment services, academic registration, student accounts, tuition and fees, student awards and financial supports, student records, and convocation-related inquiries.

- Accurately identify the nature and complexity of received inquiries, determine the action to be taken, advise and assist students, seek additional information as required, and refer or connect students and applicants to the appropriate office or resource to ensure their inquiry or request is resolved effectively.

- Provide information and guidance to students regarding tuition and fees, student account balances, payment requirements, available financial supports, and applicable processes, and refer students to the appropriate resource where specialized financial advising or assistance is required.





- Support graduation and credential completion processes by reviewing student eligibility through degree audits, preparing and validating graduation data, and coordinating official academic documentation.

- Coordinate the preparation, processing, secure storage, and distribution of degree parchments and other graduation-related documents, including the collection of applicable fees, in accordance with established University procedures and policies.

- Support and advise students experiencing extenuating circumstances, including backdated withdrawals, appeals, escalating concerns, and referrals to relevant resources such as the Ombudsperson where appropriate.

- Review submitted documents and applications for completeness and accuracy, advising students on required format, supporting documentation, and deadlines.

- Process forms and complete a variety of documentation on behalf of the student record, including data entry and maintenance of records related to various financial institutions, and other external or internal agencies as required.

- Distribute and collect registration information, enrolment letters, forms, and requests, following through to accurate completion or forwarding to the appropriate internal department for processing.

- Process and maintain academic records related to grading, academic standing, program and course changes, and other academic activities, ensuring information is accurately recorded within student records.

- Review and verify the accuracy of student account transactions related to refund requests and forward recommendations to the Manager for review and approval, as required.

- Receive and process payments from students and applicants for registration activities and miscellaneous fees, and complete Colleague entries for non-student account transactions in accordance with established financial procedures.

- Attend team meetings and contribute insight on identified successes, opportunities, and service improvement suggestions, demonstrating a student-centric approach to service delivery.

- Provide input into the development of messages for effective communication to students through student-facing portals, phone lines, emails, website, social media, and other channels.

- Liaise with various internal and external units to gather and consolidate information to advise students accurately, efficiently, and consistently.

- Maintain the accuracy, integrity, and confidentiality of student records through regular data validation; monitor service requests; and support process improvements, special projects, and peak-period operational needs as assigned.

Competencies

- Strong organizational skills with the ability to manage multiple priorities, respond to competing demands, and meet established deadlines.

- Strong attention to detail and demonstrated commitment to accuracy when processing records, transactions, and documentation.

- Ability to interpret and apply institutional policies, procedures, academic regulations, and established service practices.

- Strong analytical, problem-solving, and decision-making skills, with the ability to assess inquiries and determine appropriate next steps.

- Excellent customer service skills, with the ability to provide professional, respectful, empathetic, and culturally responsive service to a diverse clientele.

- Excellent verbal and written communication skills, with the ability to explain complex information clearly and appropriately for different audiences.

- Ability to exercise sound judgment, tact, discretion, and professionalism when handling sensitive and confidential information.





- Ability to work independently while contributing effectively within a collaborative and service-focused team environment.

- Demonstrated ability to manage high volumes of inquiries and transactions while maintaining accuracy and service quality.

- Proficiency with Microsoft Office applications, including Outlook, Word, and Excel; advanced Excel skills are considered an asset.

- Experience using student information systems and related administrative technologies, such as Ellucian Colleague, Banner, PeopleSoft, Salesforce, or comparable systems, is considered an asset.

Education And Experience

- Minimum two (2) years of post-secondary education in Business Administration, Office Administration, Higher Education Administration, Information Management, or a related discipline; an equivalent combination of education and relevant experience may be considered.

- Minimum two (2) years of relevant experience in student services, academic administration, registration, records management, customer service, or a related administrative environment.

- Experience working within a post-secondary institution, particularly within a Registrar’s Office, Enrolment Services, Student Services, or similar environment, is preferred.

- Demonstrated experience interpreting and applying policies, procedures, regulations, and established processes.

- Demonstrated experience providing front-line service through multiple channels, including in-person, telephone, email, and virtual service platforms.

- Experience working with confidential records and information in accordance with privacy and information-management requirements.

- Demonstrated ability to work effectively in a fast-paced, culturally diverse, and student-focused environment.

Use of AI Disclosure

University of Niagara Falls Canada (UNF), is committed to a fair and transparent recruitment process. While AI tools assist us in identifying and communicating with candidates, applications are reviewed by our dedicated Talent Acquisition team to ensure a thorough evaluation of all candidates.

We value diversity and strive to create an inclusive environment where all individuals have an equal prospect to succeed. We comply with all relevant laws and regulations in Ontario and adhere to the highest standards of ethical hiring. We are committed to protecting your personal information and ensuring that all data collected during the recruitment process is handled with the highest level of confidentiality.

Diversity, inclusion and equity The University of Niagara Falls Canada (UNF) is strongly committed to equity, diversity, and inclusivity within its community and especially invites applications from all qualified candidates. Racialized persons/persons of color, women, Indigenous people, persons with disabilities, 2SLGBTQI persons, and others who may contribute to the further diversification of ideas are encouraged to apply.

We recognize that applicants may have had obligations outside of work that have negatively impacted their record of achievements (e.g., parental responsibilities, elder care, medical treatment). You are not required to disclose these obligations in the hiring process. If you choose to do so, UNF will ensure that these obligations do not negatively impact the assessment of your qualifications for the position.

All qualified candidates are encouraged to apply; however, Canadian citizens and permanent residents will be given priority.

We will accommodate the needs of the applicants adhering to the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the selection process. Please advise [email protected] to ensure your accessibility needs are accommodated through this process. Information received relating to accommodation measures will be addressed confidentially.

We appreciate all applications received; however, only candidates selected for an interview will be contacted.

📌 Student Information & Service Officer (Niagara Falls)
🏢 University of Niagara Falls Canada
📍 Niagara Falls