Academic Records and Student Services Associate

Academic Records and Student Services Associate
About the Office of the University Registrar
The 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 Opportunity
Are 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 Do
As 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 ensure consistency and compliance.
Additional Responsibilities:
Support the production, replacement, and troubleshooting of University ID cards.
Verify eligibility and compliance with university policies before issuing ID cards.
Process bursar charges when applicable.
Participate in special projects, process improvements, documentation, and other duties as assigned.
Complete all required university compliance training.
The Academic Records and Student Services Associate serves as a trusted steward of academic records, ensuring accuracy, compliance, and exceptional service at every interaction. Through your work, you'll help students achieve academic and professional goals while safeguarding the integrity of the university's official academic record. If you're passionate about customer service, enjoy meaningful and collaborative administrative work, and want to make a direct impact on the student experience, we encourage you to apply with your resume and cover letter!
What We Need
A cover letter and resume outlining your interest and how your experience and goals align with the potential for mutual success in the role are required for consideration.
Associate's degree with at least 2 years of experience, or equivalent combination of education and experience in a higher education student service office (such as a college/school registrar or student services office).
Experience in use of student information systems (such as PeopleSoft Campus Solutions).
Experience serving as a customer service representative or other similar position.
Experience handling sensitive and confidential data.
Proficiency in the Box, Microsoft Office suite, and Google Workspace.
NYS Notary license or ability to obtain license within 6 months.
Ability to cultivate and develop inclusive working relationships with students, faculty, staff, and community members.
It Would Be a Bonus if You Have Any of the Following
Experience using PeopleSoft Student Records and Campus Community modules or other student information systems.
Familiarity with Cornell University policies and procedures.
Experience with an email ticketing system, such as Team Dynamix (TDX), and an imaging system, such as Perceptive Content.
Important Notes About Applying
A cover letter and resume outlining your interest and how your experience and goals align with the potential for mutual success in the role are required for consideration.
This position is eligible for a hybrid work arrangement. Employees typically perform this role on-campus 4 days per week and remotely 1 day per week.
There is no relocation assistance available for this position.
There is no visa sponsorship available for this position.