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Future Student Services Representative

  • McMaster University

  • Hamilton, ON

  • Posting Date: Jun 14, 2022

  • Expiry Date: Jul 14, 2022

  • Job ID: 25615

Expired FEATURED SPONSORED Full time Admin-Clerical Customer Service Education Management

Job Description

ScheduleMonday - Friday; 8:30 - 4:30
Education LevelBachelor's Degree
Career LevelMinimum of 3 years relevant experience

Job Description

Ranked among the top engineering schools in Canada and worldwide, McMaster’s Faculty of Engineering has a reputation for innovative programs, cutting-edge research, leading faculty, and aspiring students. It has earned a strong reputation as a centre for academic excellence and innovation.

The Faculty of Engineering is seeking to fill the position of Future Student Services Professional (Future SSP) to join the Engineering Student Recruitment & Community Outreach team in communicating, triaging, strategizing, organizing, and executing key student recruitment initiatives. With involvement in inquiry management, email communication, supporting recruitment events, marketing emails, digital communications strategies, the approach taken by the Future SSP is constantly evolving alongside prospective students’ styles and interests.

The Future SSP is creative, outgoing, and extremely organized, bringing along new ideas on how to successfully communicate and support top students from around the world to the Faculty of Engineering programs. The Future SSP is tech savvy, having experience with chatbots and live chat functions and CRM knowledge, with solid analytical and communications skills. The successful candidate has a vibrant personality, exceptional written and oral communication skills and is confident working independently and as part of a dynamic team. As a first point of contact for prospective students, the Future SSP takes pride in quality interactions and recognizes the value and importance of customer service.

Job Summary:
Responsible for providing guidance and advice to prospective students for inquiries and situations regarding Engineering undergraduate and graduate programs, admissions processes, Engineering scholarships, triaging inquires, supporting recruitment events and more. Assists prospective students in obtaining accurate information regarding their post-secondary career choice. Responsible for ensuring a thorough knowledge of McMaster University’s Faculty of Engineering. Provides exemplary customer service using a variety of communication platflorms to prospective students, parents, guests, as well as campus colleagues.

Purpose and Key Functions:

  • Assists prospective students in obtaining accurate information regarding their post-secondary career choice through Engineering’s prospective student website, email accounts, online chat, via phone, events (virtual and in-person), in-person interactions, etc.
  • Create customized strategies to help students overcome financial obstacles by understanding Engineering entrance scholarship details and providing accurate details.
  • Provide confidential advice to prospective students including, but not limited to, admission requirements and eligibility, course and program requirements.
  • Collaborate with various stakeholders to educate students on their financial obligations and resolution of student issues.
  • Collaborate with various stakeholders to educate students on their educational and program options via virtual and in-person event offerings.
  • Advise prospective students from all education sources on program options and admission requirements (international and domestic, undergraduate and graduate level).
  • Complete a complex adjudication process for scholarship applications, which includes, but is not limited to: eligibility assessments, validating and inputting supporting documentation, applying cost codes, initiating correspondence, updating university systems and internal protocols.
  • Liaise with colleagues both internal and external to the University to discuss and understand a range of issues, including but not limited to, best practices and technological improvements.
  • Plan and coordinate outreach events and educational sessions.
  • Liaise independently with applicants, students, parents, alumni, faculty and staff to explain detailed policies, procedures and services using a variety of communication platforms.
  • Determine and assess students for program eligibility.
  • Collect, analyze, assess, and summarize information relevant to the decision making process and develop recommendations for final approval and implementation.
  • Participate in recruitment services events and meetings and provide information in support of departmental services (i.e., recruitment events, convocation, Ontario University Fair, etc.).
  • Review student admissions portal for validity of records, checklist items, etc.
  • Enter data, generate reports and prepare information using internal systems.
  • Review and process a variety of education verifications.
  • Maintains the confidentiality of applicant.
  • Apply University and government policies to daily office practices. Ensure adherence to established university schedules and deadlines. Remain current with changes in internal and external policies and procedures through workshops, meetings, or reading manuals.
  • Ensure compliance with inspections, audits, and government policies through the correct interpretation and application of information provided through various government policy and guidelines.
  • Assemble, copy, collate, and distribute documents and packages.
  • Sort and distribute incoming mail (email).
  • Set up and maintain filing systems, both electronic and hard copy.


  • Provides functional guidance to others on an ongoing basis.


  • Bachelor's degree in Business or related field of study.
  • Requires 3 years of relevant experience.
  • Chatbot and/or live chat experience.
  • CRM knowledge (Slate and Microsoft Dynamics an asset)

How To Apply

To apply for this job, please submit your application online.

Employment Equity Statement

McMaster University is located on the traditional territories of the Haudenosaunee and Mississauga Nations and within the lands protected by the “Dish With One Spoon” wampum agreement.

The diversity of our workforce is at the core of our innovation and creativity and strengthens our research and teaching excellence. In keeping with its Statement on Building an Inclusive Community with a Shared Purpose, McMaster University strives to embody the values of respect, collaboration and diversity, and has a strong commitment to employment equity.

The University seeks qualified candidates who share our commitment to equity and inclusion, who will contribute to the diversification of ideas and perspectives, and especially welcomes applications from indigenous (First Nations, Métis or Inuit) peoples, members of racialized communities, persons with disabilities, women, and persons who identify as 2SLGBTQ+.

As part of McMaster’s commitment, all applicants are invited to complete a confidential Applicant Diversity Survey through the online application submission process. The Survey questionnaire requests voluntary self-identification in relation to equity-seeking groups that have historically faced and continue to face barriers in employment. Please refer to the Applicant Diversity Survey - Statement of Collection for additional information.

Job applicants requiring accommodation to participate in the hiring process should contact:

  • Human Resources Service Centre at 905-525-9140 ext. 222-HR (22247), or
  • Faculty of Health Sciences HR Office at ext. 22207, or
  • School of Graduate Studies at ext. 23679

to communicate accommodation needs.

Vaccination Policy Statement

The University is committed to providing and maintaining healthy and safe working and learning environments for all employees, students, volunteers and visitors. In accordance with the University’s Vaccination Policy-COVID-19 Requirements for Employees and Students (the “Vaccination Policy”), effective October 18, 2021 all McMaster community members, including employees, accessing a McMaster campus or facility in person are required to be fully vaccinated or to have received an exemption from the University for a valid human rights ground. This is a term and condition of employment. The University will continue to follow the guidance of public health organizations to define fully vaccinated status.

Further information is available at the following link: More information on the University’s Health and Safety framework is available online at

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