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Graduate Studies Student Services Assistant

Date: February 3, 2015
Reports to (Job Title): Manager, Graduate Academic Revieww & Administrative Services
Jobs Reporting (Job Titles): N/A
Department: Graduate Studies Office


Main Campus


USG 4/5
35 hr/wk

Primary Purpose

The Student Services Assistant is responsible for providing front line support in the Graduate Studies Office and ensures professional and responsive customer relations. The incumbent is responsible for responding to telephone, in-person, fax, and email inquiries, including student advisement on graduate regulations and procedures, scholarship information and deadlines.  The Student Services Assistant is responsible for training GSO staff assigned as backup and coop students for customer service activities.  The incumbent is also responsible for enrolment confirmations for program confirmation and verification letters; transcript processing; producing duplicate and replacement diplomas; administration of the GSO telephone messaging system; supplies and equipment management; graduate contact list maintenance and special assignments.

Key Accountabilities:

1.  Provides professional, timely, and accurate customer service to potential applicants, current students, graduates, staff, faculty, etc.  This involves responding appropriately to all types of inquiries related to graduate admissions and records in person, over the telephone, via e-mails, fax or mail.  Provides general guidance on published guidelines and explains policies, processes, and procedures.



2.  Responsible for the production of graduate transcripts by sorting and verifying requests received in person, by mail, by telephone, by email and by fax; verifying, and inputting requests; preparing transcripts for pick-up, courier, inter-office mail, fax, or regular mail; corresponding with students for the following reasons: missing information, non-availability of transcripts. Produces duplicate and replacement diplomas and certificates. Produces verification letters confirming graduate student enrolment and academic status.



3.  Responsible for office and equipment supplies and ensures adequate inventory is maintained. Responsible for the servicing of photocopying equipment. Trains and directs the work of coop students (Graduate Office Assistant). Produces and maintains GSO and graduate contact lists.

Position Requirements


University degree or equivalent postsecondary education and customer service experience 


Proven customer service and interpersonal skills.


Knowledge and experience with evolving and complex student (Quest) and records management (OnBase) systems, word processing and software.
Knowledge and experience with Information Systems and Technology client services and processes for hardware, software, equipment maintenance and support.


MS Word Excel PowerPoint Other
Basic Basic N/A


Nature and Scope

Interpersonal Skills:

Ability to clearly communicate University and Graduate Studies policies and practices related to admissions, academic, enrolment, graduation records, and thesis regulations.  

Level of Responsibility:

Functional direction for coop students.

Decision-Making Authority:

Responding accurately to all kinds of inquiries on Graduate Studies matters. Asks for direction when needed .

Physical and Sensory Demands:

Working in a fast-paced environment with multiple and concurrent deadlines. Excellent organizational skills and proven experience with regard to accuracy and detail required.

Working Environment:

Office based .