Student Service Advisor 2 (Limited)

University of California - Merced; California; On-site; USD 37,000 - 46,000; Full time

Job summary

University of California, Merced is seeking an Enrollment Services Advisor to deliver student-centered enrollment support across Admissions, Financial Aid, Registration and billing.

In the Students First Center, you will assist students and staff in person, by phone, and online, processing requests, resolving issues, and guiding users through campus systems with a focus on accuracy and compassionate service.

Qualifications

• Bachelor's degree in related area.
• 1 year of directly related experience, or equivalent experience / training.
• Minimum 1 year experience working with Financial Aid, Registrar, Admissions, or other related campus departments.
• Working knowledge of Salesforce.
• Knowledge of University-specific computer application programs.

Responsibilities

• Applies professional Student Services concepts in providing enrollment services to students, staff, faculty and the general public.
• Provides student services in Registration (transcripts, registrations, add/drops, enrollment verifications, etc.) and coordinates access to services.
• Handles undergraduate Admissions requirements, transfer requirements and information on academic programs; refers complex issues to Admissions staff.
• Answers Financial Aid questions and processes forms and documents for completeness.
• Cultivates a culture of care and customer-focused service within the center.
• Supports student retention by guiding students through required steps and campus services.
• Captures and reports service data and gathers feedback to improve Enrollment Management quality.
• Coordinates and assists in planning non-complex student events.

Skills

Multicultural competencies

Counseling

Customer service

Communication

Education

Bachelor's degree in related area

Tools

Salesforce

BANNER

Job description

Job ID

89722

Location

Merced

Full/Part Time

Full Time

Hiring Range

The University of California, Merced is required to provide a reasonable estimate of the compensation range for this role. This range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience. The hourly range the University reasonably expects to pay for this position is $26.66/hr - $33.32/hr.

Job Closing Date

Remote/Hybrid eligibility:

This position is fully On-Site.

This union position is represented by the bargaining UAW-SSAP (SV).

CANRA (U13): Mandated Child Abuse Reporter

This is a temporary position.

About UC Merced

The University of California, Merced, is the newest of the University of California system's 10 campuses and one of the youngest universities to be designated an R1 research university. With approximately 9,600 undergraduate and graduate students, UC Merced is a smaller, more intimate campus compared to its sister campuses, while equipped and staffed as a cutting edge, 21st century research institution. With bachelor's, master's and doctoral degree programs, strong research and academic partnerships and a growing community in the heart of the San Joaquin Valley, the UC Merced campus is continually evolving and requires talented, knowledgeable and dynamic educators, researchers, management and staff.

Ranked in the top 30 among the best public universities in the nation by U.S. News and World Report and #1 for social mobility by the Wall Street Journal, UC Merced is uniquely equipped to provide world class educational opportunities to dynamic and enterprising students in the Valley and throughout the state. In partnership with UC San Francisco, UC Merced has launched a rigorous medical education program that will supply the Valley with culturally competent providers dedicated to improving local access to quality care. The campus enjoys a special connection with nearby Yosemite National Park, is on the cutting edge of sustainability in construction and design and is accelerating the continued economic development of the region.

About the Job

Within the Students First Center, provides enrollment services to students, staff, faculty and the general public. Enrollment Services Advisors are cross trained in all areas of enrollment services (Admissions, Financial Aid, Registration and billing) and have a general understanding of a variety of other campus functions. Will work closely with enrollment service units to provide seamless service from a student-centered perspective. This includes processing routine requests and troubleshooting more complex issues in person, by phone, via email and other web-based applications.

KEY RESPONSIBILITIES

• Applies professional Student Services concepts in providing enrollment services to students, staff, faculty and the general public. Provides customer service in person, via phone, email and other web based applications. Processes student requests for assistance with enrollment related functions and coordinates access to other services across campus.
• Within the Students First Center, provides student services in the following areas: Registration: Processes student requests for transcripts, registrations, late add/drops, enrollment verifications, etc., and fielding general student questions. Collects enrollment related forms and reviews for completeness. Personally refers students to Office of Registrar staff as necessary for complex issues. Understands and enforces Registrar policies.
• Recruitment and Admissions: Handles student requests for undergraduate admissions requirements, transfer requirements, and general information on available academic programs. Collects forms and other documents and reviews for completeness. Personally refers students to Admissions staff as necessary for complex issues. Provides information to prospective students and the public on upcoming community presentations and information sessions. Understands and enforces Admissions policies.
• Financial Aid: Answer questions from students, parents and the community on a variety of financial aid topics including: all federal, state and institutional financial aid programs, the financial aid application process, required documents and deadlines, and the disbursement process. Collects and reviews financial aid forms and required documents for completeness. Personally refers students to Financial Aid Advisors as necessary for complex financial aid issues. Understands and enforces Financial Aid policies.
• Culture: Fosters culture of care, access, guidance and efficiency. Team members are required to utilize asset based language and provide transformational support to meet the unique needs of UC Merced campus community.
• Student Retention: works one on one with students from time of entry to completion of degree. Participates in the retention efforts of newly admitted students, coordinates access to campus services and monitors students progress through the tasks required to attend UC Merced (submitting statement of legal residence documents, financial aid verification documents, health insurance coverage requirements, admissions documents and applicable tests). Works with families to answer questions and gain access to services across campus and in the local community.
• Customer Service & data: Captures and records all services provided by the SFC and creates reports using this data. Collects and evaluates feedback regarding the services provided by the SFC, acts as a liaison to other units. Provides positive customer service to both internal and external customers at all times. Staff member must ensure the Enrollment Management quality standards are being met.
• Events: Coordinates and implements non-complex student events and assists in the planning and implementation of complex events.

EDUCATION and EXPERIENCE

• Bachelor's degree in related area from an accredited institution.

AND

• 1 year of directly related experience, or equivalent experience / training.

CRITICAL KNOWLEDGE and SKILLS

• Minimum 1 year experience working with Financial Aid, Registrar, Admissions, or other related campus departments.
• Working knowledge of Salesforce.
• Working knowledge of BANNER and knowledge of University-specific computer application programs. Knowledge of University and departmental principles and procedures involved in risk assessment and evaluating risks as to likelihood and consequences.
• Multicultural competencies; ability to create an environment where our diverse community feels comfortable to ask questions, team members listen to understand, and communicates with respect and honesty valuing each person's cultural and identity differences.
• Superb counseling and communication skills when working with sensitive and restricted matters. Excellent oral and written communication skills required, including use of proper grammar, punctuation, spelling and standard business formats.
• Excellent customer service skills and the ability to collect and evaluate feedback regarding the services provided.

Background Check

Background check required.

This position will be required to complete all pre-employment requirements, including a background investigation, the University's credentialing process, and verification of licensure and/or certification through the appropriate California licensing or certifying board(s), as applicable.

Policy Statement

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.

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.

The University of California, Merced is a smoke and tobacco free workplace. Information and the Smoke and Tobacco Free policy is available at http://smokefree.ucmerced.edu.

All employers who receive Federal contracts and grants are required to comply with E-Verify, an Internet-based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA). E-Verify electronically verifies employment eligibility by comparing information provided on the I-9 form to records in the DHS and SSA databases. Certain positions funded by federal contracts/subcontracts requires UC Merced to notify job applicants that an E-Verify check will be conducted and the successful candidate must pass the E-Verify check.

For information on the comprehensive benefits package offered by the University of California visit: http://ucnet.universityofcalifornia.edu/compensation-and-benefits/.