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International Student Services

International Student Services (ISS) supports the growth, progress, and success of all international students (including visiting and exchange students) at McGill and aims to ease their transition to a new university, a new home and a new country. They provide a range of services and resources for international students including orientation webinars, immigration advising, health insurance guidance, and social and cultural programming and events.

Position Summary:
Under the direction of the immediate supervisor, performs duties related to admissions and registration, and student accounts. Provides information and explanations concerning programs, policies and procedures. Maintains files and records and resolves related problems.

Major Responsibilities

• Maintains an appropriate level of customer service in the office by ensuring students and visitors are received in a courteous and respectful manner. Responds to student inquiries by telephone, in person, and through internal web‑based electronic systems.
• Provides general and detailed information concerning provincial, federal immigration policies for international students.
• Assesses and triages students’ Requests for Information (RFIs), directing them to Immigration Advisors for appointments or follow‑up based on urgency and complexity.
• Provides general and detailed information on health insurance and schedules appointments for students with more complex inquiries.
• Triages International Health Insurance (IHI) Service Desk tickets and assists with inquiries related to health insurance (approx. 6000 service tickets/year)
• Creates Health insurance contracts for Canadian non-residents on Minerva. Prepares and distributes proof of coverage letters for immigration or travel, when needed.
• Process IHI exemptions on Minerva, which also includes converting supporting documents to PDF and indexing documents for exemptions.
• Assists with IHI reconciliation reports.
• Maintains University Sanctioned Activities reports and notifies Medavie Blue Cross as necessary.
• Provides information concerning ISS events and workshops.
• Maintains, updates records and files. Sorts, scans, codes, enters and verifies information.
• Ensures the accuracy and completeness of information. Resolves problems.
• Follows up on discrepancies. Consults appropriate documentation or resource persons in order to obtain and provide information.
• Refers complex problems to resource persons.
• Prepares documents, including lists and reports.
• Assists with special events (PR session, reception for new students), as required.
• Performs other related duties, as required.

Other Qualifying Skills and Abilities:

• Experience working with international students or international work experience.
• Excellent interpersonal skills and inter-cultural competences.
• Experience in customer service is required.
• Must be customer focused and service oriented, assisting all clients with tact and diplomacy while maintaining a professional manner and appearance at all times.
• Demonstrated interpersonal, listening, as well as verbal and written communication skills.
• Proven ability to work autonomously and as a member of a team.
• Demonstrated ability to take initiative, problem-solve and organize work.
• Strong ability to multi-task, prioritize and work under pressure to meet multiple deadlines in a fast-paced, dynamic environment.
• Strong computer skills with proven ability to use various software tools and platforms (i.e., databases, spreadsheets, web applications, etc.).
• Demonstrated ability to clearly receive, retain and transmit information with a proven ability to communicate clearly and effectively at all levels.
• Proven ability to draft correspondence, must be accurate and possess superior attention to detail.
• Demonstrated ability to provide support for various administrative activities.
• Proven discretion in dealing with confidential information.
• English and French, spoken and written

Knowledge of French and English: McGill University is an English-language university where day-to-day duties may require English communication both verbally and in writing. The level of English required for this position has been assessed at a level # 4 (Fluent) on a scale of 0-4.

Minimum Education and Experience:

DEP - Office Systems 3 Years Related Experience / DEP - Secretarial Studies

Hourly Salary:

(MUNACA Level F) $29.42 - $36.46

Hours per Week:

33.75 (Full time)

Supervisor:

Associate Director Operations & Health Insurance

Position End Date (If applicable):

2027-04-30

Deadline to Apply:

2026-03-11

McGill University hires on the basis of merit and is strongly committed to equity and diversity within its community. We welcome applications from racialized persons/visible minorities, women, Indigenous persons, persons with disabilities, ethnic minorities, and persons of minority sexual orientations and gender identities, as well as from all qualified candidates with the skills and knowledge to productively engage with diverse communities. McGill implements an employment equity program and encourages members of designated groups to self-identify. Persons with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence,

accessibilityrequest.hr@mcgill.ca

.