Service Laurier Advisor

Date: Sep 20, 2022

Location: Waterloo, CA

Company: Wilfrid Laurier University

Department: Enrolment Services 

Job Type: Continuing

Full-time/Part-time: Full Time (>=1249 hrs/year) 

Campus: Waterloo 

Reports to: Manager, Service Laurier

Employee Group: WLUSA 

Application Deadline: September 27, 2022

Requisition ID: 4943 


Wilfrid Laurier University is a leading multi-campus university that excels at educating with purpose. Through its exceptional employees, students, researchers, leaders, and educators, Laurier has built a reputation as a world-class institution known for its rich student experience, academic excellence, and global impact. With a commitment to Indigenization and commitment to equity, diversity, inclusion, Laurier’s thriving community has a place for everyone.

Laurier has more than 19,000 students and 2,100 faculty and staff across campuses in Waterloo and Brantford, as well locations in Kitchener and Milton. The university is committed to providing an inclusive workplace, a flexible work policy and employing a workforce that is reflective of local and national demographics. Our locations are situated on the traditional territories of the Neutral, Anishnawbe, and Haudenosaunee peoples. We recognize the unique heritages of Indigenous peoples and support their intentions to preserve and express their distinctive Indigenous cultures, histories, and knowledge through academic programming and co-curricular activities. Laurier’s Centre for Indigegogy is one example of how Laurier honours Indigenous knowledge.


Position Summary


Service Laurier is responsible for a wide range of enrolment, and student finance services at the Waterloo campus. This office plays a primary role in supporting the academic goals and objectives of the university and its stakeholders. The Service Laurier Advisor will work co-operatively with many departments on the Waterloo and Brantford campuses to facilitate the smooth operation of all units and provide appropriate customer service.


Under the direction of the Manager: Service Laurier, the incumbent provides proactive, customer-friendly, quality front-line service over the telephone, in-person, by fax, and by email to a diverse population of current and prospective students, staff, faculty, visitors, and post-secondary partners. Duties are accomplished accurately and in a timely manner through daily contact with these customers, and through this contact the Service Laurier Advisor has direct influence and impact on customer satisfaction.


The position calls for a combination of strong administrative and coordinating skills and the ability to handle numerous tasks simultaneously in a fast-paced environment. The incumbent is a member of the Service Laurier team and will work to ensure that a high-level of customer service regarding all types of inquiries is provided to both Waterloo and Brantford prospective and current students. The successful candidate will work with a high degree of independence and exercise judgment and discretion in the organization and performance of duties, investigating problems and challenging inquiries that arise, and recommending and implementing solutions. The incumbent is dedicated to customer service and as such will make Service Laurier a priority above other campus and social events.





Front-Line Responsibilities

  • Provides accurate and timely information to in-person, email, web, fax, and telephone inquiries from students, parents, staff, faculty, and visitors concerning university policy, procedures, rules and regulations, course registration, student status, charges and payments to individual accounts, student awards, and other general inquiries
  • Triages the nature and complexity of inquiries and determines actions to be taken, advising customers as appropriate
  • Responsible for the Service Laurier and Choose Laurier main extension, email address, and website; answering and forwarding calls/emails and dealing with inquiries; working with IT on planned or emergency telephone outages
  • Responsible for accurately interpreting and applying the appropriate regulations and policies to the cases presented by customers to offer them information concerning their situation and advise them of the actions that are appropriate in response to their situations
  • Responsible for the administration of the financial aid process (OSAP, scholarships and bursaries) including front line duties, collecting accurate and eligible applications, and completing pin resets
  • Keeps informed of changes to financial aid policies and procedures and responds to detailed/complex queries from customers
  • Responsible for distributing, collecting all registration information and processing requests regarding, letters, forms, and transcripts.
  • Resets student logins (LORIS), including follow-up instructions
  • Provides answers and guidance on programs offered at Laurier, and serve as a first point of contact for prospective students, parents and guidance counsellors interested in Laurier as their post-secondary destination of choice.
  • Investigates prospective student inquiry as required to provide holistic responses to incoming inquiries.
  • Operates as university switchboard: transferring calls to appropriate department and/or person, provides routine information, screens and refers callers.


Student Account Management

  • Receipts, and posts payments from customers for all registration activity and miscellaneous fees at the Service counter
  • Uses reasoning and judgment when reviewing and making adjustments to student accounts, including creating payment plans
  • Processes multiple methods of payment including debit, and credit with Point of Sale and electronic merchant systems
  • Closing and balancing sessions and preparing them for deposit to the bank. 
  • Follows all university guidelines and policies relating to handling cashier sessions and electronic merchant systems



  • Referring customers to other departments as appropriate, and scheduling meetings as necessary
  • Reviews all documents for completeness and accuracy, interpreting if requirements are met, and advising applicants on format and deadlines
  • Adheres to all university Freedom of Information and Protection of Privacy Act (FIPPA) regulations
  • Assesses effectively the needs of a busy front office and knows when consultation is appropriate; establishing work priorities while maintaining focus on quality service
  • Responsible for familiarity with an extraordinarily large body of knowledge in terms of offering accurate information to customers, keeping current a diversified knowledge base, interpreting complex policies and procedures, and being able to troubleshoot complex situations


General Duties and Expectations

  • Attends team meetings identifying procedural problems, offering suggestions for improvement of services and recommending changes; works to streamline and redesign forms, recommending electronic form implementation for service improvements
  • Takes part in the development of messages for effective communication to customers (bulletin boards, voice mail, email, digital display, website, etc)
  • Demonstrates flexibility and adaptability, is open to new ideas, and supports and/or exhibits a willingness to challenge the status quo and strive for continuous improvement
  • Ensures related business processes are well documented and revised as required, including proper storage of electronic files on Laurier’s network drives and as per departmental standards
  • Supports and participates in the exchange of diverse perspectives and ideas
  • Follows through and delivers on commitments in a timely fashion; Interacts with others as individuals and supports an environment of "personal service"
  • Proactively builds relationships with all campus partners and colleagues; acts as an ambassador on behalf of the department and Enrolments Services at all times
  • Accepts responsibility for outcomes and maintains standards of professionalism
  • Adheres to business standards as established by the unit, and compiles related metrics to assist with data-driven decision-making
  • At the request of the leadership team (and based on volume and timing), provides administrative task support to colleagues within the department and Enrolment Services.
  • May be required to monitor or delegate work to casual staff






  • Minimum college diploma



  • Minimum two years work experience in a customer service environment, preferably in a university or college student service setting.
  • A strong understanding of related undergraduate policies and procedures and a proven ability to provide quality front-line customer service in a fast-paced environment
  • Specific expertise and experience in the effective delivery and administration of registrarial services including strong knowledge of academic policies and regulations.


Computer Skills:

  • A high level of computer aptitude, and experience with related computer software including Banner, Banner Document Manager (BDM), LORIS, Microsoft Office including Excel, Word, OneNote and Outlook, Internet, email, document imaging, and other software as needed.



  • Proven oral, written, and interpersonal skills, with a track record of communicating effectively with a diverse population either online, via phone, or in person
  • Demonstrated ability to maintain a supportive, calm, patient, and service-oriented demeanor when dealing with upset or challenging students/clients
  • Demonstrate a high degree of accuracy, organization, and attention to detail
  • Proven ability to exercise sound judgment, tact, discretion, and diplomacy
  • Proven ability to assess situations, independently investigate through student records and other resources to find solutions, and effectively problem solve customer requests and concerns
  • Strong desire to be part of a collaborative, team-centered environment which emphasizes creativity, reliability, and out-of-the box thinking
  • Ability to adapt to changing situations, work under pressure, and with frequent interruptions in a high volume environment
  • Demonstrated ability to take initiative and work independently as appropriate
  • Basic accounting/bookkeeping knowledge
  • Knowledge of the Waterloo and Brantford campus an asset
  • Required to work some extended hours on a regular basis; some irregular extended hours and weekend work may be required




     Position Grade: SH-07

     Rate of Pay: $32.65 - $38.41 per hour



Hours of Work:

This is a full-time, continuing position. The regular hours of work for this position are Monday to Friday 8:30 am - 4:30 pm. Flexibility in hours may be required due to periods of high volume. When possible, the manager will adjust hours so that no more than 35 hours are worked in a week.




All Laurier employees and students are required to comply with the University's Covid-19 mandatory vaccination policyEffective May 1st, Wilfrid Laurier University will pause its proof of vaccination requirements. Should these recommendations change, vaccination requirements can be reinstated on short notice. Community members should remain up-to-date with their COVID-19 vaccinations.

Wilfrid Laurier University endeavors to fill positions with qualified candidates who have a combination of education, experience, skills and abilities to successfully perform the duties of the position while demonstrating Laurier's Employee Success Factors.

Equity, diversity and creating a culture of inclusion are part of Laurier’s core values and central to the Laurier Strategy. Laurier is committed to increasing the diversity of faculty and staff and welcomes applications from candidates who identify as Indigenous, racialized, having disabilities, and from persons of any minority sexual and gender identities. Indigenous candidates who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact the Office of Indigenous Initiatives. Candidates from other equity deserving groups who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact Equity & Accessibility. We have strived to make our application process accessible, however if you require any assistance applying for a position or would like this job posting in an alternative format, please contact Human Resources. Contact information can be found at

Should you be interested in learning more about this opportunity, please visit for additional information and the online application system. All applications must be submitted online. Please note, a resume and cover letter will be required in electronic form.

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