Job Description:
Please note: There are strong internal candidates for this position
Reporting to the Manager, Integrated Student Services & Experience, the Student Service Specialist plays a pivotal role within Mount Royal University’s integrated student services model, serving as a central point of contact for the Students Division. The Specialist provides holistic, student-centred support by guiding students through complex institutional processes, navigating services across multiple areas, and delivering transactional support through institutional systems and technology. The role applies professional judgment, problem-solving, and knowledge of institutional and provincial policies to ensure compliance, equity, and accessibility across a broad range of institutional services. Operating under service-level agreements and service-awareness guides with departments across the institution, the Specialist exercises independent judgment to determine appropriate guidance, referrals, and escalation pathways for each student interaction. By fostering student confidence, promoting autonomy, and proactively addressing challenges, the Specialist contributes to a seamless and barrier-free student experience.
- Foster student confidence and independence by teaching processes, clarifying information, and modelling problem-solving strategies that promote autonomous navigation of university systems and processes
- Guide students through institutional processes, explaining institutional policies, procedures, and requirements in clear, accessible terms to enhance student understanding and confidence
- Use active listening, probing questions, and supportive communication to identify student needs, clarify goals, and promote self-advocacy
- Support the resolution of high-complexity student situations, exercising advanced judgement to coordinate services across multiple areas within institutional policy
- Build rapport and trust with students while maintaining professional boundaries, fostering a welcoming and supportive environment
- Process registration, payments, and document requests, ensuring compliance with institutional timelines, policies, and regulations
- Utilize technology and systems expertise to troubleshoot minor issues, run reports, and escalate complex cases to specialized teams
- Maintain accurate records of all interactions in institutional systems to support continuity, reporting, and compliance with privacy regulations
- Collaborate with specialized service areas, with support from the Senior Service Specialist or Manager, to ensure seamless referrals and follow-ups for students with complex or multifaceted needs
- Track student referrals using institutional tools and maintain accurate records to ensure service continuity and appropriate follow-up
- Contribute feedback on service delivery processes to improve efficiency, student experience, and institutional consistency
- Participate in training to deepen knowledge of student services, institutional systems, equity practices, and customer service skills.
- Bachelor’s degree in a relevant discipline or equivalent combination of education and experience
- 2 - 3 years of experience in post-secondary student services, higher education administration, student affairs, enrolment services, or a closely related service-focused environment
- Demonstrated experience navigating institutional policies and procedures, coordinating across multiple service areas, and resolving sensitive or escalated situations
- Strong independent judgment and ability to make sound decisions in complex or ambiguous situations
- Experience with conflict resolution, de-escalation, and supporting individuals in distress
- Strong interpersonal, communication, and active listening skills
- Technology proficiency (using office software, student information systems, and data analysis, Banner, Slate)
- Strong attention to detail
Closing Date: July 13, 2026
A cover letter and resume should be submitted in one .pdf document. Please title your .pdf document as follows: [Last Name], [Requisition Number], [Document Title].pdf (ex. Smith, 4321, CV.pdf).
