Client Service Officer and Assessor (Clerk 3)

About Us

The Department of Advanced Education (AE) has responsibility for universities, private career colleges and language schools, student assistance program, post-secondary accessibility services, as well as Research Nova Scotia and innovation sandboxes throughout the province.  Within the department, the Student Assistance division delivers Nova Scotia’s student financial assistance programs, including provincial loans and grants and the administration of Canada Student Loans and Grants for eligible Nova Scotia students. The division provides needs-based financial assistance to help reduce financial barriers for students who may otherwise be unable to pursue post-secondary education.

Student Assistance operates in a high-volume, complex service delivery environment that assesses more than 28,000 applications annually and supports thousands of students each year through a portfolio of approximately $330 million in loans and grants. The division works within a system of legislation, eligibility policy, business systems, client service, appeals, quality assurance, privacy, audit requirements, and financial stewardship to ensure funding decisions are fair, accurate, timely, and accountable. Its work directly supports access to post-secondary education and contributes to affordability, student success, and stronger outcomes for Nova Scotia.

About Our Opportunity

As a Contact Centre & Assessment representative, you are part of the front-line team at Nova Scotia Student Assistance that supports the delivery of student financial assistance in a fast-paced service delivery environment. This position supports the Assessing and Client Services areas by assisting students, parents and guardians in understanding program requirements, application processes, and funding decisions. In this role you will provide responsive and professional client service through the contact centre (services by phone), email, and the department’s secure MyPATH student portal accounts, while also reviewing and assessing loan and grant applications to support accurate and timely assessment of Canada and Nova Scotia student loan and grant funding.

This role contributes to the integrity and effectiveness of a needs-based funding program by reviewing student loan and grant application information for completeness, verifying financial and personal information, maintaining strict confidentiality, and applying established policies, procedures, and eligibility criteria. Your work helps ensure students receive clear information, equitable treatment, and funding decisions that reflect program eligibility and requirements. Success in this role requires sound judgment, attention to detail, strong communication skills, and the ability to work cooperatively in a fast-paced, technology-enabled service environment where accuracy and client service matter.

Primary Accountabilities

• Review, assess, and process applications for provincial and federal student loan and grant programs - both Canada Student Financial Assistance (CSFA) and Nova Scotia Student Assistance (NSSA) programs in accordance with established legislation, policies, procedures, and eligibility criteria.
• Verify and analyze financial, academic, and personal information to determine eligibility for funding, ensuring assessments are accurate, complete, and compliant with program requirements.
• Conduct reassessments, reviews, over-award calculations, withdrawal processing, and other file maintenance activities as required.
• Interpret and apply policies, guidelines, and information received from educational institutions, government departments, and external agencies to support funding decisions and client inquiries.
• Provide timely, professional, and respectful service to students, parents, guardians, educational institutions, and other stakeholders through phone, email, and secure online communication channels (MyPATH student portal).
• Contact educational institutions, agencies, and other government departments for clarification regarding applications and/or information.
• Maintain strict confidentiality of information available within various information systems and ensure that information is only provided to those eligible and/or authorized and in accordance with applicable legislation, policies, and information-management practices.
• Exercise sound judgment and problem-solving skills when analyzing complex client situations, identifying appropriate solutions, and escalating issues when necessary.
• Provide ongoing feedback or suggestions for program or service enhancements based on knowledge and experience concerning student applications and interactions.
• May perform other related duties as assigned.

Qualifications and Experience

To be considered for this opportunity, you must have 4 years of related experience in areas such as program administration, financial assessment, customer service, case management, benefits administration, lending, post-secondary services, government programs or a comparable environment. An equivalent combination of training and experience may be acceptable (e.g. completion of a degree or certificate program in combination with fewer years of related employment experience). You have experience in a customer service environment and have strong communication (verbal and written) and exceptional interpersonal skills. You must have advanced mathematical skills. As this is a financial assistance program for post-secondary students, you must have an understanding and overall familiarity of the post-secondary education system.

You must be confident in making appropriate decisions using sound judgment and critical thinking, grounded in an established policy framework when navigating various work situations, while also ensuring the ability to analyze problems, manage multiple tasks, and organize work in a fast-paced environment.

You must work cooperatively in a team setting by contributing to team goals and the goals and objectives of the Student Assistance Office. A demonstrated desire to deliver customer service in both client-facing and telephone service environments is essential.

You have experience and a high degree of skill with Microsoft Office applications, including Outlook, Word, and Excel, and the ability to learn specialized information systems.

While not required, the following are considered as assets:

• Experience working with a workflow management software system.
• Working knowledge of the Canada and Nova Scotia Student Loan programs.
• Knowledge of the income tax system, Canada Pension program, assistance programs offered through the Department of Opportunities and Development, Employment Nova Scotia and disability support programs.

We will assess the above qualifications and competencies using the following tools: in-person assessment, interview(s), and reference checks.

Equivalency

We recognize equivalent combinations of training, education, and experience, providing opportunities for individuals with diverse backgrounds to contribute their skills and expertise. Equivalencies include, but are not limited to:

Applicants relying on education and experience equivalencies must demonstrate such equivalencies in their application. 

Benefits

Based on the employment status and union agreement, the Government of Nova Scotia offers its employees a wide range of benefits such as a Defined Benefit Pension Plan, Health, Dental, Life Insurance, General illness, Short and Long Term Disability, Vacation and Employee and Family Assistance Programs.  For information on all our Benefit program offerings, click here: Benefits for government employees.

Additional Information

This competition is being leveraged to fill multiple vacancies including two 12 month term vacancies and one temporary full-time vacancy with a projected end date of May 31, 2027 as well as a temporary BU position with a projected end date of May 31, 2027. 

What We Offer

• Career development where you have access to career guidance, tools, resources, and ongoing training for every stage of your career
• Engaging workplace: our employees feel valued, respected, connected, and tuned in, we have forward-thinking policies and strategies
• Countless career paths