Academic Records and Student Services Associate

Academic Records and Student Services Associate About the Office of the University RegistrarThe Cornell University Office of the University Registrar implements and monitors many academic and administrative policies in coordination with academic units, departments, colleges, and schools to facilitate faculty teaching and student learning. The Office of the University Registrar acts as the steward of academic and student information. The Office of the Registrar champions the constant renewal of student information systems, adapts operations to changing academic needs, federal, state, and institution policies, and evaluates administrative processes for services improvements.The OpportunityAre you a detail-oriented professional who enjoys helping others, being a resourceful problem solver, and ensuring accuracy in important records and processes? Join the Office of the University Registrar as an Academic Records and Student Services Associate, where you'll play a vital role in supporting students, alumni, faculty, staff, and external partners throughout the academic lifecycle.In this role, you will help maintain the integrity of the academic records while delivering exceptional customer service. From assisting students at the front desk and processing transcripts to managing confidential records and supporting enrollment and degree verification processes, your work will directly contribute to an outstanding student experience and the accuracy of the official academic records.If you thrive in a fast paced, collaborative environment, enjoy balancing customer service with administrative responsibilities, and are committed to protecting sensitive information with professionalism and care, we'd love to hear from you. What You'll DoAs an Academic Records and Student Services Associate, you will be an important member of the Academic Records and Operations team within the Office of the University Registrar. Responsibilities include: Customer Service & Administrative Support: * Serve as a primary point of contact at the Office of the University Registrar customer service desk. * Deliver exceptional service to students, alumni, faculty, staff, and external stakeholders. * Respond to inquiries by phone, email, and in person, resolving questions and directing customers to appropriate resources when needed. * Utilize a ticketing system to address inquiries in a timely and professional manner. * Support and guide student employees in customer service operations. * Maintain and update student biographical and demographic records with a high degree of accuracy. * Receive, process, and distribute office mail. * Develop and maintain process documentation, email templates, and reference materials to promote consistent service delivery. Transcript Services & Academic Records: * Maintain expertise in university transcript policies, procedures, and systems. * Process transcript requests and provide support for transcript ordering and delivery issues. * Utilize vendor systems to fulfill transcript requests, troubleshoot order issues, and resolve requests on hold. * Review requests for potential fraud and assist with identity verification efforts. * Support requests for current and historical student records in collaboration with university partners. * Provide guidance regarding official and unofficial transcripts and their appropriate use. * Maintain documentation and resources that support effective and efficient transcript operations. Student Verification & Certification Services: * Process enrollment and degree verification requests and explain verification procedures to students and third parties. * Notarize diplomas, transcripts, and certifications for Apostille purposes (maintain an active New York State Notary Public license). * Complete certifications for students participating in club-level athletics. * Maintain related procedures and documentation to ensur