Assistant Director Customer Service, Special Programs and Outreach
Job Description
Description
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Job ID
77582
Location
Santa Cruz
Full/Part Time
Full Time
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JOB POSTING
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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 ) 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.
The UC Santa Cruz Financial Aid and Scholarship Office is dedicated to providing students and their families access to a broad range of aid programs to support their educational goals.
More information can be found at:
JOB SUMMARY
In consultation with the Associate Director, the incumbent is responsible for ensuring that aid for special programs is administered according to federal, state, and institutional regulations. They are also expected to maintain, develop, and modify policies and procedures for customer service and special programs, coordinate and communicate all activities with management and systems staff who provide technical infrastructure for operations. The Assistant Director Customer Service, Special Programs and Outreach is responsible for supervising and coordinating the duties of advising staff in customer service and special programs (Education Abroad, non-UC EAP, consortiums, and summer session) in the Financial Aid and Scholarship Office. They conduct annual performance evaluations, monitor staff workloads, coordinate training, and implement corrective personnel actions as appropriate. In addition, the incumbent is responsible for a needs analysis and processing caseload. Incumbent also participates in advising students, staff, and the campus community via one-on-one advising, publications, presentations, workshops, and through various social network applications on the various facets of financial aid. Other duties include on-going evaluation of the effectiveness and quality of customer service to the campus community, recommending improvements and initiating changes. Applying advanced, specialized expertise, has programmatic responsibility for a financial aid program, and / or regularly resolves individual, complex financial aid situations.
APPOINTMENT INFORMATION
Budgeted Salary: $77,000 – $92,550/year. 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: Non-Represented, Grade 22
Job Code Classification: (FINANCIAL AID OFCR 4)
Travel: Up to 25% of the time
JOB DUTIES
35% – Program Management
- In consultation with the Associate Director and by monitoring program regulations, ensures special aid programs (Education Abroad, non-UC EAP, consortiums, and summer session) are administered in accordance with federal, state, and institutional policies.
- Manages the awarding process for special programs, and conducts quality control assurance measures to ensure accuracy and efficiency of awarding methods as prescribed by leadership. Incumbent is expected to maintain, develop, and modify policies and procedures for these programs.
- Using extensive knowledge of financial aid advising and packaging procedures, serves as liaison between customer service/ special programs’ staff and the Associate Director of Advising to interpret needs and streamline processes.
In addition, the incumbent is responsible for a needs analysis and processing caseload, including serving as a coordinator for one or more financial aid related programs. - Manages all areas of customer service, including front desk, phone, email, and web communications. Maintains staff assignments on customer service schedule. Stays current with campus community concerns to be able to recommend and implement workload and/or procedural adjustments.
- Responsible for ensuring that customer satisfaction surveys are conducted periodically to assess the adequacy of student service. Analyzes survey results, prepares reports identifying positive aspects and areas in need of improvement. Presents possible change solutions to management.
- Participates in adviser meetings, manager meetings and policy retreats on an as needed basis to discuss issues and develop policies and procedures and to facilitate the implementation and integration of those policies with advising, data management, systems and other office personnel.
35% – Leadership and Supervision
- Works with the Director, Associate Director of Advising and other unit managers to provide leadership, set and enforce standards, and establish timelines. Duties include development of customer service and special programs’ goals, objectives, and timelines, as well as evaluation of office procedures and staff workload.
- Responsible for the recruitment and hiring of staff and student staff in the customer service and special programs’ unit. Coordinates training of customer service and special programs’ staff on current policies and procedures.
- Conducts annual performance evaluations, makes merit recommendations and develops annual goals and objectives.
Provides leadership, guidance and appropriate opportunities for professional development. Initiates corrective and disciplinary personnel actions when necessary. Develops and maintains updated job descriptions for staff supervised. - Has primary responsibility for coordinating financial aid presentations and workshops.
- Also coordinates financial aid application completion workshops for new and continuing students prior to the financial aid application deadline each year.
- Represents the advising staff of the Financial Aid and Scholarships Office on campus committees and in other meetings as needed.
30% – Advising
- Maintains an advising and packaging caseload in order to stay current with the needs, concerns and requirements of advising staff.
- Participates in advising students, staff, and the campus community on complex and specialized aid programs via one-on-one advising, publications, presentations, workshops, and through various social network applications on the various facets of financial aid.
- Calculates student financial need and aid eligibility using federal and institutional financial aid need analysis methodologies as well as program rules and regulations. Analyzes documents including federal tax returns, asset statements and other financial information provided by students and parents to determine the accuracy of FAFSA data.
- Uses expert professional judgment to adjust and/or correct data to resolve inconsistencies, create financial aid packages for students in unique situations, and for special program considerations such as EAP, non-UC EAP, consortium, and summer session.
- Packages and/or revises awards for students who withdraw, reduce course load, change their residency, request aid for summer session and/or receive other forms of assistance (e.g. HUD, Social Security benefits, outside agency scholarships, etc.)
- Advises students and their families on complex and specialized financial aid programs administered by the Financial Aid and Scholarships Office, those offered by other agencies, as well as community resources. Provides support and assistance to families with special financial circumstances such as recent loss of employment, high out of pocket medical costs, or the death of a parent. Uses an understanding of the special needs and problems experienced by students from disadvantaged backgrounds and addresses these needs by offering supportive guidance and where appropriate, financial assistance.
- Assists students with understanding the UCSC student billing system and works with other units including Office of Accounts Receivables, Housing, Cashier’s and Registrar’s to coordinate financial aid and
Company
University of California – Santa Cruz
Location
Windsor
Country
Canada
Salary
100.000
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