Student Service Coordinator

COVID 19 On-Campus Requirements

Prior to May 1, 2022, the University required all students, faculty, staff, and visitors (including contractors) to declare their COVID-19 vaccination status and provide proof that they were fully vaccinated or had an approved accommodation to engage in in-person University activities. These requirements were suspended effective May 1, 2022, but the University may reinstate them at any point.

About Queen's University

Queen’s University is the Canadian research intensive university with a transformative student learning experience. Here the employment experience is as diverse as it is interesting. We have opportunities in multiple areas of globally recognized research, faculty administration, engineering & construction, athletics & recreation, power generation, corporate shared services, and many more.

We are committed to employment equity and diversity in the workplace and welcome applications from individuals from equity seeking groups such as women, racialized/visible minorities, Indigenous/Aboriginal peoples, persons with a disability, persons who identify in the LGBTQ+ community and others who reflect the diversity of Canadian society.

Come work with us!

Applicant Guidance & Information

At Queen's, we are committed to helping people achieve their best. Whether you are beginning your career at Queen's or seeking your next opportunity, we are here to support you. Visit our Applicant Resources for guidance on applying, showcasing your skills and experience, and preparing for interviews.

Disclaimer: As part of the application process at Queen's University, our recruitment system uses Artificial Intelligence (AI), as defined under the Ontario Employment Standards Act, to ask job-related questions and confirm eligibility for hire. All final hiring decisions are made using non-AI related processes.

Job Summary

A Brief Overview

The service hub in the Office of the University Registrar (OUR) is looking for individuals to join its team who are ready to continue pushing boundaries in the name of delivering extraordinary service. Our team takes ownership of each service inquiry, resolving the request when possible and collaborating with business partners to see the issue through to conclusion when required. Our priority is to provide a level of service that gets students to their end goal as quickly and efficiently as possible. All staff are empowered to exercise exceptional judgment and critical thinking to make decisions to achieve this objective, understanding that their work has a significant impact not only on the individual student's success but also on the recruitment and retention goals of the university. To be successful in this role, you should have an innovative mindset that can problem solve and thrive in a fast-paced environment. A high attention to detail is also needed to ensure accurate completion of processing tasks.

This position acts as the first point of contact for all Undergraduate Admission and Recruitment (UAR) and the Office of the University Registrar (OUR) inquiries including admissions, course enrolment and registration, student accounts and payments, financial aid and awards, exams, and transcripts. This position maintains a thorough knowledge across all functional areas to resolves inquiries, collaborating with subject matter experts or other departments when necessary to see situations through to completion. This position completes processing tasks including custom letters, student cards, transcripts, and diploma production and distribution. This position also assists with university events such as convocation, orientation activities, student service fairs, and recruitment events.

Job Description

What you will do

• Acts as the first point of contact for Undergraduate Admission and Recruitment (UAR) and the Office of the University Registrar (OUR) inquiries about student admissions, course enrolment and registration, student accounts and payments, financial aid and awards, exams, transcripts, etc. in person, virtually, by phone and by email.


• Supports prospective students and their families, current students, alumni, faculty, and staff by triaging the nature and complexity of their inquiry to determine the most appropriate actions.


• Anticipates student needs, responds to student requests, and provides advice to address or resolve student requests/issues and mitigate future concerns.


• Collaborates with subject matter experts or other departments when necessary to see situations through to completion.


• Maintains a thorough knowledge of all UAR and OUR support area processes and responsibilities as well as university procedures, regulations, and services available to students.


• Assists students with navigating university information systems.


• Processes custom letters, student cards, transcripts, and assists with diploma production and distribution.


• Assists with university events such as convocation, orientation activities, student service fairs, recruitment events, etc.


• Identifies service gaps and makes recommendations to service changes that support and enhance the student experience.


• Provides guidance to work study students and/or casual staff.


• Other duties as required in support of the department and/or unit.

Required Education

• Two-Year Community College Diploma.

Required Experience

• More than 2 years and up to and including 3 years of experience.
• Experience in client and/or customer experience functions considered an asset.


• Experience working at a post-secondary education institution considered an asset.

Consideration may be given to an equivalent combination of education and experience.

Job Knowledge and Requirements

• Knowledge and insight of practical methods, techniques, and work processes that is typically acquired through a combination of technical training and/or substantial work experience.


• Provide information to others that requires technical or administrative explanation or interpretation.


• Attempts to resolve a difficult or challenging interpersonal situation or, overcome resistance to gain cooperation.


• Adapt messages to meet the needs of the intended audience.


• Manage own work and may train and review the work of casual employees, work study students, and/or volunteers, to see commitments through to completion.


• Participate in project team meetings and is involved in developing individual and team project plans.


• Identify new problems and seeks information and input to fully understand the cause.


• Identify opportunities to improve the effectiveness and efficiency of work processes.


• Break down concrete issues into parts and synthesizes information succinctly.
• Respect diversity and promotes inclusion in the workplace.


• Awareness of relevant legislation, including Employment Equity, Human Rights legislation, Treaties, sexual violence legislation and the Accessibility for Ontarians with Disabilities Act and its regulations.

Employment Equity and Accessibility Statement

The University invites applications from all qualified individuals. Queen's is strongly committed to employment equity, diversity, and inclusion in the workplace and encourages applications from Black, racialized persons, Indigenous people, women, persons with disabilities, and 2SLGBTQI+ persons. In accordance with Canadian Immigration requirements, priority will be given to those who are legally eligible to work in Canada.

The University provides support in its recruitment processes to all applicants who require accommodation due to a protected ground under the Ontario Human Rights Code, including those with disabilities. Candidates requiring accommodation during the recruitment process are asked to contact Human Resources at [email protected].