Student Care Representative

​COMPETITION NUMBER: 1872
CLOSING DATE: September 30, 2026 @ 11:59 PM MDT

Enrolment Operations and Registrar

NorQuesters are difference makers, and we're searching for someone dedicated to making a difference.

Reporting to the Team Lead of Student Care, this role is responsible for providing detailed front-line services and advice to NorQuest learners, staff, and community partners. Student Care Representatives are the primary point of contact to access various service areas of the college, including advising, financial aid, scholarships & awards, international office, and the support team in the Registrar’s Office. This position is key to establishing a friendly, working relationship with the learner population and delivers timely information through various channels, including online and in-person, to a high volume of internal and external inquiries on NorQuest programs and services.

HOW YOU'LL MAKE A DIFFERENCE

• Respond to inbound inquiries through multiple channels (in-person, phone, email, chat, and virtual platforms) with professionalism, empathy, inclusion, and consideration for individual circumstances.
• Assess applicant and student needs by reviewing program, status, and service requirements, and determine appropriate support and next steps.
• Book, reschedule, cancel appointments, and manage learner queues using established service systems and software.
• Provide information and guidance on college processes, policies, deadlines, applications, registration changes, refunds, and other student service procedures.
• Advise prospects, learners, and community partners on programs, services, and systems, and connect them with appropriate resources or referrals.
• Maintain compliance with NorQuest policies, procedures, the Access to Information Act (ATIA), and the Protection of Privacy Act (PoPA) while handling learner information.
• Use college systems and technology platforms to communicate effectively, document interactions, and maintain accurate records.
• Stay current on service offerings, departmental updates, and service standards, while collaborating with academic and administrative departments to resolve inquiries and improve service delivery.
• Coordinate office operations, information distribution, workplace safety, facility or technical service requests, and support a productive and compliant work environment.
• Support team and departmental initiatives by assisting with training, college events, special projects, and other related duties as assigned.

WHAT YOU BRING

• Post-secondary certificate required; diploma preferred in Business Administration, Finance, Office Administration, or a related field.
• Two to three years of administrative and customer service experience, preferably in a post-secondary or learner-focused environment.
• Strong customer service, communication, and interpersonal skills, with the ability to support diverse learners and stakeholders professionally.
• Proficiency in Microsoft Office applications, including Microsoft Word and Excel, with experience using databases or service management systems.
• Knowledge of PeopleSoft or similar student information/enterprise systems is considered an asset.

WHAT MAKES YOU A DIFFERENCE MAKER

As a difference maker you bring

• Strong communication and customer service skills, with the ability to provide professional, empathetic, and learner-focused support through a variety of service channels.
• Excellent interpersonal skills, with the ability to build positive relationships and collaborate effectively with students, colleagues, and external stakeholders in person and by phone.
• Strong organizational and time management skills, with the ability to prioritize competing demands, manage high inquiry volumes, and maintain accuracy in a fast-paced environment.
• Effective problem-solving, critical thinking, and decision-making skills, with the ability to assess situations, identify solutions, and make appropriate referrals.
• Conflict resolution and de-escalation skills, with the ability to manage challenging interactions professionally and contribute to positive service outcomes.
• Demonstrated initiative and accountability, with the ability to work independently, adapt to changing priorities, and perform effectively with minimal supervision.

AUPE Band Level 4 | Representative II | $1,769 - $2,217 bi-weekly reflective upon what you bring AKA your education and experience. This is a full time, one-year term position with the Alberta Union of Provincial Employees (AUPE). This role is required to work in-person at the downtown Edmonton campus. For more information regarding the AUPE Collective Agreement, please check out this link. We are proud to be recognized as one of Canada's Most Admired Corporate Cultures.

We offer flexible work options. We strive for balance between a flexible work environment, connectedness to the campus community, and ensuring NorQuesters are set up to succeed in their roles and responsibilities.

Additional Information: Pre-Employment Checks will be completed to assess the candidate’s suitability for a role. These checks may include (but are not limited to): references, criminal record check, academic verification, etc.

For applicants who have completed post-secondary studies from outside of Canada, it is required they obtain an assessment of their credentials from a recognized Canadian Credential Evaluator, such as:

• International Qualifications Assessment Service https://www.alberta.ca/international-qualifications-assessment
• World Education Services https://www.wes.org/ca/

We encourage applicants to include the assessment certificate as part of their application.

This competition may be used to fill future vacancies, across NorQuest College, at the same or lower classification level.

Our Commitment to Equity, Diversity, and Inclusion: We're on a journey to become an inclusive, anti-racist, and decolonized organization. NorQuesters are trailblazers – we are curious, creative, and innovative - our lived experiences are honoured, creating accessibility and a sense of belonging for everyone.

NorQuest 2030 We Are Who We Include shares our strength and difference comes from who is included, and along with our students we are learning and growing to listen deeply and say what we feel.

NorQuest College is committed to being an employer of choice for First Nations, Métis, and Inuit people by recognizing, respecting, and supporting Indigenous people's self-determination through the institution’s work in decolonization, reconciliation, and Indigenization.

Accessibility: At NorQuest, we are who we include. We strive to provide access and accommodation throughout the recruitment, application, and selection process. We want to create opportunities for you to confidently be your authentic self. If you would like an accommodation at any stage of the process, please reach out to Careers@norquest.ca.

Apply to Become a NorQuester: If this opportunity delights you and your expertise will shine in this role, we invite you to apply for this position online by uploading your resume and cover letter combined as one document.