Customer Service Adviser
University of California Santa Cruz
Santa Cruz, CA
Full-time
Call Center / Customer Service
Posted on September 19, 2023
Customer Service Adviser
Location: Santa Cruz
Job ID: 50948
JOB POSTING
NOTIFICATIONS
UC Vaccination Policy: With limited exceptions, COVID-19 vaccinations are required for Covered Individuals under the Policy. Covered Individuals include all employees, students, or trainees who physically access a University facility or program in connection with their employment, appointment, or education/training.
Covered Individuals do NOT include employees who work 100% remotely with NO expectation that they will physically access any University location or program at ANY time. If 100% remote work ends, the employee is subject to policy.
INITIAL REVIEW DATE (IRD)
UC Santa Cruz staff jobs are posted until filled. Application materials submitted by 11:59 pm on the IRD will be routed to the hiring unit for consideration. NOTE: Materials submitted after the IRD will be forwarded only at the request of the hiring unit. Submit your materials before the IRD to ensure consideration by the hiring unit.
The IRD for this job is: 04-11-2023
ABOUT UC SANTA CRUZ
UC Santa Cruz is a public university like no other in California, combining the experience of a small, liberal arts college with the depth and rigor of a major research university. It's known as an unconventional place where innovation and experimentation is part of the campus's DNA. That playful, bold spirit still thrives today, all on a campus renowned as among the most beautiful in the world.
DEPARTMENT OVERVIEW
The University of California Santa Cruz enrolls roughly 19,000 students a year and 77% of undergraduates receive some form of financial aid. The Financial Aid and Scholarship Office (FASO) strives to deliver high quality service to students and their families. We are committed to minimizing financial barriers, dedicated to providing students and their family's access to a broad range of aid programs to support students in achieving their educational goals..
The office is part of Enrollment Management, which includes Financial Aid and Scholarships, Orientation and Undergraduate Admissions. Enrollment Management is part of the multi-faceted academic Division of Undergraduate Education. Undergraduate Admissions, Enrollment Management and Undergraduate Education work closely with select Academic Senate committees.
Since its founding in 1965, the University of California, Santa Cruz, has grown from 652 students to nearly 19,000 students (2022-23) and earned international distinction as a world university with high-impact research, ranking 3rd in the world for research influence by Times Higher Education, and among the top 50 universities in the world, according to the U.S. News and World Report 2017 Best Global Universities rankings.
A campus with world-class facilities and one of the most visually spectacular settings in higher education, UC Santa Cruz offers rigorous academic programs and cutting-edge research opportunities. At the core of our progressive educational approach are our 10 distinctive residential colleges, which organize the campus into smaller living/learning communities.
More information can be found here: https://financialaid.ucsc.edu/index.html
JOB SUMMARY
The Customer Service Adviser uses professional financial aid concepts applied to a limited number of financial aid functions. Provides information and interpretation of standard policies, procedures and regulations. Works independently under general supervision in providing routine information. Receives direction regarding more complex programs. The Customer Service Adviser is responsible for advising students and their families about financial aid programs administered by the UCSC Financial Aid and Scholarship office. The Adviser will verify information on financial aid applications, review special circumstance letters, package and revise awards as necessary. The incumbent will also work with students and parents at the front counter, zoom, and the main phone line.
APPOINTMENT INFORMATION
Budgeted Salary: $29.46/Hour
Under California law, the University of California, Santa Cruz is required to provide a reasonable estimate of the compensation rate for this role and should not offer a salary above the posted rate. The salary shown above is the rate the University reasonably expects to pay.
No. of Positions: 2
Benefits Level Eligibility: Full benefits
Schedule Information:
- Full-time, Fixed
- Percentage of Time: 100%, 40 Hours per Week
- Days of the Week: Mon-Fri
- Shift Includes: Day
Employee Classification: This is a Career appointment
Job End Date: None
Work Location: UC Santa Cruz Main Campus
Union Representation: Non-Represented
Job Code Classification: FINANCIAL AID OFCR 2 (004526)
Travel: Never or Rarely
JOB DUTIES
- 50% - Provides advice and information to current and prospective students and parents on financial aid policies, procedures, and regulations.
- 15% - Analyzes student inquiries, determines relevant issues, and recommends solutions.
- 15% - Performs needs analysis and assesses eligibility, recommends adjustments to aid awards.
- 10% - Participates on standing department committees to raise issues and receive direction on practices and procedures.
- 10% - Participates in outreach services to prospective students, parents, and the general public.
REQUIRED QUALIFICATIONS
- Bachelor's degree in related area and / or equivalent experience / training.
- Basic knowledge of policies, regulations, and practices for awarding financial aid.
- Basic knowledge of university policies, processes, and procedures.
- Basic knowledge of advising and counseling techniques.
- Ability to apply knowledge of policies to individual situations.
- Problem identification and critical thinking skills.
- Ability to calculate financial aid with attention to detail and accuracy.
- Organizational skills and ability to prioritize work and meet deadlines.
- Written and verbal communication skills. Active listening skills. Customer service orientation.
- Ability to assess processes and recommend improvements. Good interpersonal skills.
- Proficiency with standard office software, internet, and email applications. Basic knowledge of common University-specific computer application programs.
PREFERRED QUALIFICATIONS
- Experience using complex databases.
SPECIAL CONDITIONS OF EMPLOYMENT
- Selected candidate will be required to pass a pre-employment criminal history background check.
- Ability to work long periods of time at a computer with or without accommodation.
- Will be required to work a hybrid work schedule, days of the week and number of days to be determined, and be able to fulfill requirements of the UCSC telecommuting agreement.
- Selected candidate will be required to complete training within established time frames as directed including UC compliance training.
- Ability to maintain appearance and conduct suitable for working in a professional setting.
- The University of California has implemented a COVID-19 Vaccination Policy covering all employees. To be compliant with the policy, covered employees must submit proof of vaccination or have an approved exception or deferral, eight (8) weeks from date of hire.
- Per the Child Abuse and Neglect Reporting Act (CANRA), this position has been identified as a Mandated Reporter. The selected candidate will be required to report known or suspected child abuse or neglect as defined by CANRA and will be required to sign a Statement Acknowledging Requirement to Report Child Abuse prior to commencing employment. CANRA Penal Codes, and related definitions, requirements, and responsibilities may be obtained here.
SAFETY STATEMENT
All UCSC employees must understand and follow job safety procedures, attend required health and safety training, proactively promote safety at work, and promptly report actual and potential accidents and injuries.
HOW TO APPLY
Attach your resume and cover letter when applying for this job opening. Do not attach any documents to 'My Activities'. Visit our How to Apply tutorial for detailed instructions on our applicant process.
EEO/AA
The University of California is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or protected veteran status. UC Santa Cruz is committed to excellence through diversity and strives to establish a climate that welcomes, celebrates, and promotes respect for the contributions of all students and employees.
APPLICANTS ARE REQUIRED TO USE THE UCSC ON-LINE PROCESS
View full job description and access on-line application:
https://careerspub.universityofcalifornia.edu/psp/ucsc/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL?Page=HRS_APP_JBPST&Action=U&FOCUS=Applicant&SiteId=11&JobOpeningId=50948&PostingSeq=1
To ensure review of application materials by the hiring unit, they must be submitted on or before the initial review date (IRD) via the Staff Employment Opportunities web site; https://jobs.ucsc.edu. A computer is available at the UC Santa Cruz Staff Human Resources Office located at Scotts Valley Center. The Scotts Valley Center is located at 100 Enterprise Way, Suite E100, Scotts Valley, CA 95066. To learn more or to request disability accommodations, call 831-459-2009. Hearing impaired are encouraged to use the California Relay Service at 800-735-2922. UC Santa Cruz is an Equal Opportunity Employer.
The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or protected veteran status. UC Santa Cruz is committed to excellence through diversity and strives to establish a climate that welcomes, celebrates, and promotes respect for the contributions of all students and employees.
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