Customer Service Advisor

University of California, Santa Cruz; California; Hybrid; USD 41,000 - 45,000; Full time

Benefits offered by this job

Hybrid work schedule

Full benefits

Job summary

University of California Santa Cruz seeks a Customer Service Adviser in the Financial Aid and Scholarship Office to provide information and interpretation of policies, review applications, verify data, and assist students and families. The role combines front-counter and virtual support via Zoom, with a 6-month probation requiring in-person attendance.

The position offers a budgeted hourly salary of $29.69–$32.56 with full benefits, and a potential hybrid schedule after probation.

Qualifications

• Bachelor's degree in related area and / or equivalent experience / training.
• Ability to apply policies, regulations and practices for awarding financial aid.
• Ability to apply 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.

Responsibilities

• Provides advice and information to current and prospective students and parents on financial aid policies, procedures, and regulations.
• Analyzes student inquiries, determines relevant issues, and recommends solutions.
• Performs needs analysis and assesses eligibility, recommends adjustments to aid awards.
• Participates in outreach services to prospective students, parents, and the general public.
• Participates in standing department committees to raise issues and receive direction on practices and procedures.

Skills

Policy interpretation

Advising techniques

Counseling knowledge

Problem solving

Organizational skills

Written communication

Interpersonal skills

Attention to detail

Verbal communication

Customer service orientation

Education

Bachelor's degree or equivalent

Tools

Complex databases

Financial aid systems

Job description

This position requires 100% in-person attendance during the initial 6-month probationary period. Upon successful completion, hybrid work (up to 3 days telecommuting per week) may be available

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 at: https://financialaid.ucsc.edu/

Job Summary

The Customer Service Adviser uses professional financial aid concepts applied to a limited number of financial aid functions. Under the supervision of the Associate Director, Advising & Operations the incumbent provides routine information and interpretation of standard policies, procedures, and regulations, and 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 and virtually on Zoom/Zoom phones.

Appointment Information

Budgeted Salary: $29.69 - $32.56/Hourly. Salary commensurate with skills, qualifications and experience.

Under California law, the University of California, Santa Cruz is required to post a reasonable estimate of the compensation for this role. The salary shown above is the budgeted amount the University reasonably expects to pay and the salary extended should not exceed this posted amount.

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

Career appointment

Job End Date

None

Work Location

UC Santa Cruz Main Campus

Union Representation

SV - STDT SVS & ADV PROF (SSAP)

Job Code Classification

FINANCIAL AID OFCR 2 SV (004987)

Travel

Never or Rarely

Job Duties

50% - Financial Aid information services

• Provides advice and information to current and prospective students and parents on financial aid policies, procedures, and regulations.

30% - Financial Aid Analysis

• Analyzes student inquiries, determines relevant issues, and recommends solutions.
• Performs needs analysis and assesses eligibility, recommends adjustments to aid awards.

10% - Outreach

• Participates in outreach services to prospective students, parents, and the general public.

10% - Partnership efforts

• Participates in standing department committees to raise issues and receive direction on practices and procedures.

Required Qualifications

• Bachelor's degree in related area and / or equivalent experience / training.
• Ability to apply policies, regulations and practices for awarding findancial aid.
• Ability to apply 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.
• Financial Aid Experience

Special Conditions of Employment

• Selected candidate will be required to pass a pre-employment criminal history background check.
• Selected candidate must pass the employment misconduct disclosure process.
• Ability to work long periods of time at a computer with or without accommodation.
• The selected candidate has the option to work a hybrid work schedule. If a hybrid work schedule is confirmed, the selected candidate must be able to work successfully from a home/remote office and be able to fulfill the requirements of the UCSC telecommuting agreement.
• Ability to work occasional evenings and weekends as directed.
• Ability to maintain appearance and conduct suitable for working in a professional setting.
• Selected candidate will be required to complete training within established time frames as directed including UC compliance training.
• The University of California has implemented a Vaccination Policy covering all employees. Employees, including new hires, are required to comply with any applicable policies relating to the University of California vaccine program.
• 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.
• Exercise the utmost discretion in managing sensitive information learned in the course of performing their duties. Sensitive information includes but is not limited to employee and student records, health and patient records, financial data, strategic plans, proprietary information and any other sensitive or non-public information learned during the course and scope of employment. Understands that sensitive information should be shared on a limited basis and actively takes steps to limit access to sensitive information to individuals who have legitimate business need to know. Ensure that sensitive information is properly safeguarded. Follow all organizational policies and laws on data protection and privacy. This includes secure handling of physical and digital records and proper usage of IT systems to prevent data leaks. The unauthorized or improper disclosure of confidential work-related information obtained from any source on any work-related matter is a violation of these expectations.

Misconduct Disclosure Requirement

As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

"Misconduct" means any violation of the policies or laws governing conduct at the applicant's previous place of employment, including, but not limited to, violations of policies or laws prohibiting sexual harassment, sexual assault, or other forms of harassment, discrimination, dishonesty, or unethical conduct, as defined by the employer. For reference, below are UC's policies addressing some forms of misconduct:

• UC Sexual Violence and Sexual Harassment Policy
• UC Anti-Discrimination Policy
• Abusive Conduct in the Workplace

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.

Notice of Availability

In compliance with the Jeanne Clery Campus Safety Act, the Annual Security and Fire Safety Report (ASFSR) is available at: https://chancellor.ucsc.edu/annual-security-reports/.

This report is published by October 1st of each year and includes current institutional policies and procedures concerning campus safety and security; fire safety and evacuation policies; sexual misconduct and relationship violence reporting and response protocols; and crime and fire statistics for the three previous calendar years. A paper copy of the ASFSR is available upon request by contacting the UCSC Police Department at 114 Carriage House Rd., Santa Cruz, CA 95064, or by calling 831-459-2231 Ext. 1.

EEO/AA

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status or other protected categories covered by the UC Anti-Discrimination Policy.

It is the policy of the University of California to undertake affirmative action and anti-discrimination efforts, consistent with its obligations as a Federal and State contractor.