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University of Guelph

Lincoln Alexander Student Service Assistant

Guelph, ON, N1G 2W1, Canada

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Job details

Apply by: Nov 5, 2026
Posting language: English
Posted: Oct 27, 2026

Original job description

Department: Registrar
Position covered by the Collective Agreement with USW Local 4120

Temporary full-time from 11/09/2026 to 05/07/2027

Temporary Absence of the Regular Incumbent

If you are a current employee of the University of Guelph you must apply on the internal Career Page in order to be considered as an internal applicant.
Career Opportunities (sapsf.com)

General Purpose

Reporting to the Manager of the Lincoln Alexander Student Service Centre (The Linc), the Linc Service Assistant plays a vital front-line role in delivering high-quality support to students across all academic levels - diploma, undergraduate, and graduate, both domestic and international. This position is responsible for addressing a wide range of inquiries related to admissions, enrolment, student records, course registration, financial aid (including OSAP), scholarships, tuition and fees, exams, and graduation.

The incumbent contributes to the success of the Office of Registrarial Services by fostering a welcoming and inclusive environment, supporting over 100,000 inquiries annually via in-person, email, live chat, and phone. The role requires empathy, adaptability, and professionalism in handling complex, sensitive, and confidential matters that directly impact student decisions, retention, and satisfaction.

The Lincoln Alexander Student Service Centre (The Linc) serves as the primary hub for student support at the University, offering a comprehensive range of services to meet the diverse needs of students at all academic levels - including diploma, undergraduate, and graduate, both domestic and international. The Linc assists with inquiries regarding admissions, enrollment, student records, course registration, financial aid (such as OSAP), scholarships, tuition and fees, exam schedules, and graduation requirements. Students can access these services through various channels, including in-person visits, email, live chat, and phone, ensuring timely and accessible support for all.

By providing clear guidance, accurate information, and empathetic assistance, The Linc helps students make informed decisions about their academic journey, supports their financial needs, and contributes to their overall success and satisfaction. The Linc is committed to creating a welcoming and inclusive environment, handling a high volume of inquiries each year with professionalism, confidentiality, and a student-centered approach.

Duties and Responsibilities

As the frontline representative of the Office of Registrarial Services, this role provides proactive, empathetic, and professional support to students, staff, faculty, and visitors. The service and advice provided impacts students' decisions regarding application/enrolment, program selection, eligibility for government funding, work-study programs, scholarships and awards, academic enrolment, and overall educational goals and retention.

Responsibilities include:

Responding to inquiries via phone, email, live chat, and in-person, while maintaining confidentiality in accordance with FIPPA regulations.
De-escalating emotionally charged situations with tact and diplomacy.
Reviewing and interpreting student documents to advise on appropriate next steps.
Utilizing systems such as Colleague, WebAdvisor, Student Planning, Slate, GryphForms, and Ontario Student Assistant Program (OSAP) administration tools.
Knowledgeable of University of Guelph program offerings, admission requirements, application procedures, important dates and deadlines, and internal adjudication processes and timelines.

Familiarity with graduate, undergraduate, domestic, out-of-province, and international student services.

Assisting with academic inquiries, offering support and guidance for academic advising.
Knowledge of course registration, academic withdrawal impacts, transcripts, confirmations of enrolment, study abroad processes, formal record changes, and academic policies.

Reviewing supporting documentation and processes related to the Immigration, Refugees and Citizenship Canada (IRCC) and study permit requirements.

Performing complex data entry and processing tasks for applications, financial aid, student records, and enrolment management.
Analyzing and explaining the academic and financial impacts of academic course changes.
Interpretating Student accounts and knowledge of payment plans, (University Health Insurance Plan) UHIP, OSAP systems and documentation, work study, scholarships, and awards timelines.
Participating in recruitment and financial literacy events.
Providing backup support across the Office of Registrarial Services.

Requirements

Education: Minimum two-year Community College Diploma with a strong preference for an undergraduate degree.
Experience: At least 2 years of front-line customer service experience in a dynamic environment, with demonstrated ability to handle confidential information with discretion and strong attention to detail.
Demonstrated empathy, patience, and adaptability in communication.
Proven ability to manage high-volume, high-stress inquiries while multitasking effectively.
Ability to exercise judgement and tact
Advanced communication and interpersonal skills
Aptitude for accurate and timely high volume data entry, attention to detail, excellent computer skills, and organizational skills for prioritizing work
Ability to work well both independently and as a member in a team environment

Employee Type: Regular
Position Number: 10443015
Classification: USW, Local 4120 Salary: Band 5
USW Local 4120 Wage Grid

*Tentative evaluation; subject to final review.

At the University of Guelph, fostering a culture of inclusion is an institutional imperative. The University invites and encourages applications from all qualified individuals, including from groups that are traditionally underrepresented in employment, who may contribute to further diversification of our Institution.

Posting Date: 10/27/2026 Closing Date: 11/04/2026

Apply About employer

More about this job

Responsibilities

The incumbent provides front-line support to students regarding admissions, registration, financial aid, and academic records via multiple communication channels. They are responsible for maintaining a welcoming environment while handling complex, sensitive inquiries with professionalism and confidentiality.

Requirements

Candidates must possess at least a two-year community college diploma, with an undergraduate degree preferred. A minimum of two years of front-line customer service experience in a high-volume, dynamic environment is required.

Skills

Customer service
Data entry
Communication
Interpersonal skills
Conflict resolution
Attention to detail
Multitasking
Confidentiality
Problem solving
Academic advising
Financial aid administration
Diplomacy
Organizational skills
Computer literacy
Student support

Visa sponsorship

Not detected in the job text

Keywords

Registrar
Student Services
OSAP
Financial Aid
Academic Enrolment
Colleague
WebAdvisor
Student Planning
Slate
GryphForms
FIPPA
UHIP
Immigration
Study Permits
Data Entry
Customer Service
Higher Education
Administrative Support
Records Management
Conflict De-escalation

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