Service Representative

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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:

• Provides general and detailed information related to Student Accounts and students’ fee accounts; addresses inquiries from students, parents, guests, and other units within the University. Informs others concerning Student Accounts procedures, and redirects questions to partner units where appropriate.

• Processes documents related to payments, exemptions, feeds, and external scholarships. Assesses eligibility for exemptions and external scholarships according to established guidelines and follows up with partner units where necessary. Prepares related acknowledgement letters

• Processes payments directly to fee accounts, including general payments, international payments, and external scholarship payments.

• Maintains and updates records and files related to the student fee account and incoming payments. Sorts, codes, enters and verifies said information. Ensures the accuracy and completeness of information. Investigates and follows up on discrepancies. Consults appropriate documentation or resource persons to obtain and provide information. Resolves problems. Refers complex problems to resource persons.

• Aids in completing various forms. Runs and extracts data from reporting tools and Excel to aid in duties.

• Receives and follows up on matters related to the student fee account, received through our ticketing system, by email, mail, or phone. Answers inquiries related to specific tasks and general information about all Student Accounts office activities.

• Prepares documents such as lists and reports related to external scholarships, HR-related tuition benefits, and fees attached to courses.

• Reconciles the student tuition bank account on a daily basis. Reconciles other accounts on a monthly basis.

• Serves as backup for student fee account refund approvals, and monitoring error reports related to outgoing student-related payments.

The list of duties and responsibilities outlined above is representative and not a complete and detailed list of tasks which may be performed by an employee whose position has been matched to this generic job description.

Other Qualifying Skills and/or Abilities:

• Experience in operating spreadsheets and accounting and reporting software
• Proficiency in MS Office
• Excellent customer service orientation and negotiation skills
• High degree of accuracy and attention to detail
• Proven ability to calculate, post and manage accounting figures and financial records
• Solid understanding of basic accounting principles
• Excellent ability to employ critical judgment
• Fluently bilingual (English and French), spoken and written

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 # 4 on a scale of 0-4.

For a definition of our language proficiency levels, please click here.