Senior Information Officer, Customer Service; Financial Aid

Job Posting Details

Job Type: Employee

Anticipated Duration in Months (for contracts and temporary assignments): 12

Job Family:
Student and Campus Support

# of Open Positions: 1

Faculty/Service - Department:
Student Affairs, Financial Aid and Awards Services

Campus:
Main Campus

Union Affiliation: SSUO

Date Posted (YYYY/MM/DD): 2026/09/10

Applications must be received BEFORE (YYYY/MM/DD): 2026/09/21

Hours per week: 35

Salary Grade: SSUO Grade 08

Salary Range: $68,149.00 - $86,083.00

Student Affairs is at the very heart of the student experience at the University of Ottawa. We recruit the very best future students, support them throughout their university years and leave them well-prepared for fulfilling careers and future studies. Our team of more than 600 dedicated staff provides the services that keep students happy, well and thriving as they pursue their ambitions.

We help them apply and enrol for courses, we oversee 11 residences and an award-winning Dining Hall, we organize fun events, we provide extensive recreation program opportunities and varsity sports activities, we run an innovative career development and experiential learning program and much more! There’s nothing more rewarding than helping future generations reach their full potential at a world-class university.

With our wide variety of career opportunities and professional development pathways, we’re sure that you’ll enjoy the experience as much as our students do.

The position supports student success by delivering guidance and client services related to financial assistance programs, reviewing eligibility, and ensuring fair, accurate, and compliant case‑management. The role exercises sound judgment in handling highly confidential personal and financial information, navigating complex student circumstances, and resolving sensitive issues with professionalism, discretion, and a client-centered approach. The position contributes to service excellence by providing information to students, staff, and stakeholders on policies, procedures, and funding options, supporting staff knowledge development, and collaborating with faculties and service units to enhance processes, strengthen service delivery, and uphold regulatory and institutional standards.

• Provides clear and courteous information to students, parents, and prospective clients in person, by phone, and in writing regarding financial aid programs, eligibility requirements, documentation, deadlines, and scholarship opportunities.
• Reviews student financial information and supporting documentation to assess eligibility for financial assistance programs according to established guidelines, policies, and procedures.
• Applies federal, provincial, ministerial, and University of Ottawa regulations and procedures to process financial aid files accurately and ensure compliance with program requirements.
• Maintains reference materials and updates internal databases as required.
• Serves as a point of contact for students, government loan authorities, internal departments, and external institutions by providing accurate information related to enrolment confirmation, student status, and financial aid processes.
• Provides information sessions and guidance to students, parents, and internal stakeholders on financial aid policies, procedures, and application requirements.
• Responds to client concerns and complaints, assesses the nature of issues, and resolves routine matters while referring complex or sensitive situations to the supervisor when required.
• Processes institutional financial assistance within delegated procedures (e.g., emergency support or food coupons), ensuring proper documentation and accurate record…