Customer Service Advisor

University of California - Santa Cruz; Santa Cruz (CA); On-site; USD 85,074,000 - 93,298,000; Full time

Benefits offered by this job

Full benefits

Job summary

University of California Santa Cruz seeks a Customer Service Adviser in the Financial Aid and Scholarship Office to assist students and families with financial aid programs. The role involves advising on policy, reviewing applications, verifying information, and supporting award packages at the main campus in a 100% in-person probation period.

After successful probation, a hybrid work option may become available.

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.

Job description

Please note: 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

INITIAL REVIEW DATE (IRD)

UC Santa Cruz jobs are posted until filled. All application materials submitted by 11:59 pm on the IRD will be routed to the hiring team for consideration. NOTE: Applicants who miss the IRD are still encouraged to apply; their materials will still be forwarded for consideration if requested by the hiring team. Application materials cannot be accepted outside of the jobs portal. Applications cannot be edited on an applicant's behalf. For more information about the IRD and the applicant review process, view this link.

The IRD for this job is: 10-21-2026

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.

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.