Competition Number

P16922

Posting Title

Frontline Support Specialist

Classification

Band 6

Location

Saskatchewan Polytechnic Saskatoon Campus

Other Location(s)

Saskatchewan Polytechnic Saskatoon Campus

Building

Saskatoon Campus, Idylwyld Dr.

Other Building

Date Posted

08/27/2025

Closing Date

09/08/2025

JIQ #

197

Start Date

09/15/2025

End Date

Open Until Filled

No

Ongoing

Yes

Category of work

Full Time

Bargaining Unit

Professional Services

Hours of Work

Regulated 36 hours (5/4 work pattern)

Salary Range

$2,075.08 - $2,479.38 bi-weekly

Temporary Market Stipend

Incumbent

Total Assigned days (AC) / Total Hours per biweekly pay

72

Posting Status

Open

Saskatchewan Polytechnic considers the diversity of our workforce to be one our leading strengths and greatest assets. Our employee diversity enhances our ability to meet the needs of an increasingly diverse student population. Currently, approximately 20% of our students are Indigenous. A continued emphasis on the development of a representative workforce is one of Sask Polytech’s strategic priorities and, as an organization, we are making significant efforts to attract and retain Indigenous employees.

Job Duties/Qualifications, Skills and Abilities(QSA)

Job Duties

Job Duties

The Enrolment Services Frontline Support Specialist is a key member of the Enrolment Services team and serves as a primary point of contact for students, prospective students, and internal and external stakeholders for all applicant, student, alumni and other eternal inquiries to Enrolment Services at Saskatchewan Polytechnic covering a breadth of service areas and support. Reporting to the Manager the Student Services Hub/Enrolment service and receiving day-to-day guidance and support from the Team Lead, this role upholds Saskatchewan Polytechnic’s commitment to student success by fostering a welcoming, responsive, and service-oriented environment. The Enrolment Services Frontline Support Specialist delivers high-quality first point of contact front-line support across multiple channels—including in-person, phone, email, and virtual service—ensuring that every interaction is handled with professionalism, accuracy, and care.

In a fast-paced, high-volume setting, the Enrolment Services Frontline Support Specialist provides assistance to different areas including enrolment, admissions, student records, registration, and general services. Responsibilities include providing and processing documents related to student inquiries, interpreting student account information, and offering clear guidance and support across systems used for registration, course adjustments, payments, and account access.

Collaboration is essential, and the Enrolment Services Frontline Support Specialist works closely with colleagues across Enrolment Services, Student Services, International Education, Indigenous Strategy, Finance, ITS, Continuing Education, and academic areas. The role also communicates with external partners, including government agencies and educational institutions, ensuring consistent, clear, and student-centered service. With a high-level understanding of academic timelines, institutional policies, and student support systems, the Enrolment Services Frontline Support Specialist demonstrates empathy, initiative, and problem-solving to help students navigate complex situations, resolve issues, and access the information and resources they need.

QUALIFICATIONS, SKILLS, ABILITIES AND EXPERIENCE

Specific Accountabilities

Front-Line Client Service Delivery

• Serve as the first point of contact for all student and client inquiries through in-person, phone, email, and chat interactions. The Enrolment Frontline Support Specialist must quickly assess inquiries, determine appropriate responses, and ensure timely resolution.
• Resolve inquiries using a first-contact resolution approach, providing clear and accurate explanations for various academic and administrative processes, including admissions, registration, financial aid, student records, and other student-related services.
• Provide professional and empathetic communication when addressing complex or sensitive situations.
• Interprets, and analyzes data within student information and CRM systems, ensuring accurate processing of personal and academic account updates.
• Leverage advanced system tools, custom reports, and historical data to investigate discrepancies and resolve a wide range of complex inquiries—including academic and financial concerns, compliance-related questions.
• Produce and distribute essential student documents, including confirmation letters, transcripts, enrollment verifications, and ID cards

Operational and Transactional Support

• Process student consent forms and other key documents in strict compliance with privacy regulations and institutional policies, ensuring that all necessary documentation is accurately recorded and securely stored.
• Verify, update, and maintain accurate student records in institutional systems such as Banner and CRM.
• Perform document scanning and secure storage processes.
• Process and reconcile payments for tuition, fees, and other charges across various platforms (in-person, phone, online), ensuring accuracy in institutional systems like Banner and CRM, and addressing any discrepancies promptly and update student information.
• Register students in Continuing Education courses by accurately entering their information into the system, confirming their enrolment, taking payment and providing students with course confirmations and any necessary documentation.
• Provide guidance on payment options and deadlines, resolve payment-related issues, and maintain up-to-date student account records.
• Produce, process, and distribute a wide range of student-related documents, including transcripts, enrolment confirmations, other documents as required.
• Administer the digital student ID system, ensuring the system operates smoothly and that students have timely access to their IDs. Troubleshoot issues as they arise to maintain service reliability.
• Manage office supplies and ensure that all materials required for student-facing operations.
• Support logistical planning for events such as student orientations, open houses, and recruitment efforts.

Technology Use and Process Improvement

• Utilize and support the CRM system to track, manage, and resolve client interactions effectively.
• Leverage Microsoft 365 Copilot tools to perform core responsibilities efficiently and effectively. This includes the ability to navigate, create, update, and reference content across Microsoft Teams, Outlook, Word, Excel, Dynamics 365 and others.
• Engage in system testing, training, and updates to ensure that new tools, platforms, and processes are effectively integrated into day-to-day operations, allowing for continuous improvements in service delivery and operational efficiency.
• Identify opportunities for streamlining workflows, recommending technology solutions or process changes.
• Collect and analyze user feedback from students and clients to guide ongoing service enhancements.

Knowledge and Information Management

• Maintain up-to-date knowledge of institutional policies and procedures,
• Interpret and apply institutional policies and regulations in a clear and understandable manner when assisting students and clients.
• Contribute to improving document management systems by ensuring that all records are securely stored and easily accessible.

Cross-Departmental Collaboration and Relationship Management

• Act as a liaison between students and various internal departments, ensuring that students receive accurate and timely information regarding academic programs, financial aid, student records, and other services.
• Foster strong relationships with faculty, staff, external partners, and community stakeholders, ensuring that communication is clear, professional, and student-focused.
• Represent Enrolment Services at events and participate in divisional projects as required.

Criminal Background Check may be required.

Duties

Required Qualifications, Skills and Abilities (QSA)

• Diploma in Business Administration or a related field. An equivalent combination of education and relevant experience will also be considered.

• Three (3) years of recent and relevant experience in Administrative Support role in a fast-paced front line customer service environment.

• Demonstrated ability in using databases. Must have the ability to update, retrieve, maintain, format and transmit information using database software, while maintaining speed and accuracy.

• Intermediate skills with MS Office including Word, Excel, Outlook and MS Teams. Has the ability to create and maintain reports and documents.

• Excellent communication skills, able to provide clear and accurate explanations for various academic and administrative processes.

• Strong customer service and interpersonal skills. Frontline Support Specialist is the first point of contact and handles all student and client inquiries through in-person, phone, email, and chat interactions.

• Excellent time management and organizational skills. Must be able to effectively adapt to tight deadlines, heavy workloads, and sudden or frequent changes in priority in order to accomplish objectives.

• Able to work effectively in a team environment to achieve work-related goals that contribute to organizational success.

• Strong analytical, decision making and problem-solving skills. Able to conduct detailed analysis and determine effective courses of action through strong problem-solving and decision-making skills.

• Demonstrates valuing diversity.

Desired QSA