HOSS Information Specialist
HOSS Information Specialist Job Number Full/Part Time Schedule Salary 202010076482 Full Time 8AM - 5PM $49,882 - $71,514 Position Information The Information Specialist is a partner in the campus operation of Highlander One Stop Shop (HOSS) that has consolidated services to
maximize efficiency, improve customer (student) services, and foster staff development and interaction in the areas of Undergraduate
Admissions, Student Business Services, Office of the Registrar, and Financial Aid. The HOSS strives to create a customer service oriented
environment that establishes a welcoming sense of transparency and accessibility for UCR students. With help from the HOSS Lead, the
Information Specialist is primarily responsible for providing information and assistance to UCR's diverse student body and campus community
regarding procedures, policies, regulations, and programs governing the areas of Financial Aid, Registrar, Student Business Services, and
Undergraduate Admissions. Incumbent must be able to maintain a high level of organization in the administration of duties with frequent
interruptions and adjust priorities as circumstance dictate. The Information Specialist will be required to work in a complex environment
providing high level independent customer service to walk-in traffic addressing a wide range of questions that require an in-depth knowledge of
various systems, processes, and federal and state regulations. With the goal of providing excellent customer service, the Information Specialist
will perform a variety of duties in the front counter area in assisting customers and providing administrative support in a fast-paced environment
involving heavy walk-in customer traffic.
The Information Specialist is also a member of the Customer Service team in the Financial Aid Office and develops a thorough knowledge of all
financial aid policies and procedures to be able to communicate verbally and in writing to counsel students, staff, faculty and the public. The
person provides support and assistance for the Customer Service team on a broad range of areas including, but not limited to, monitoring and
responding to departmental emails, processing fee waiver requests and enrollment verifications from third-parties. The Information Specialist
will apply guidelines of the Family Education Rights and Privacy Act (FERPA) to analyze and interpret student inquiries. The budgeted hourly range for this position is $23.89 - $25.02.
Minimum Requirements Four (4) years demonstrated related experience or an equivalent combination of education and experience.
Experience within a customer service oriented environment responding to and meeting/exceeding the needs of customers. Skill in interacting diplomatically with the public in a high volume, continuous public contact setting. Skill in identifying the customer's perspective and maintaining a commitment to excellence in customer service. Skill in listening, anticipating, and responding to the needs of customers to achieve excellent customer service measured by outcomes rather than activities. Skill in understanding and interpreting the department's policies and procedures to customers to provide options. Ability to interact effectively with department staff as well as the campus and outside community.
Demonstrated skill in expressing ideas clearly and convincingly. Ability to effectively, professionally, and tactfully interact and communicate, both orally and in
writing, with students, faculty, staff, and visitors about the operations, policies, and procedures of the functional area. Skill in independently composing letters,
memos, reports, and other written communication materials using correct spelling, punctuation, grammar, composition, text editing, and proofreading skills.
Ability to interpret and apply federal, state, and UC regulations pertaining to student records, including the Family Educational Rights and Privacy Act (FERPA).
Ability to maintain confidentiality at all times.
Ability to work independently while maintaining cooperative working relationships with co-workers in a team environment. Ability to work effectively as an individual and as a team member with diverse groups.
Demonstrated organizational skills in managing multiple tasks and timelines. The incumbent must possess the ability to work effectively in a service environment that is subject to frequent interruptions. Skill in setting priorities that accurately reflects the relative importance of job responsibilities. Skill in accurate record keeping with strict attention to detail.
Skill in effectively analyzing and interpreting policies, practices, and guidelines with strict attention to detail. Approaches problem-solving in a systematic manner and utilizes appropriate resources in seeking solutions.
Ability to analyze and interpret detailed financial and enrollment records of individual students. Math skills in adding, subtracting, multiplying, and dividing w hole numbers, fractions and decimals. Ability to compute ratios, rates, and percentages.
Demonstrated computer proficiency using Microsoft Office (Outlook, Word, Excel) or other equivalent software, internet search engines for data gathering
purposes, e-mail messaging, calendar systems, and web-based software applications. Skill in creating and editing documents in word processing applications
using moderately advanced features. Skill to type rapidly and accurately. Skill in entering and maintaining information in an electronic or written format. Preferred Qualifications Previous experience in a Financial Aid Office.
Demonstrated experience with Banner Student Information System.
Familiarity with student records procedures at a large, public university.
Knowledge of the applicable UC Policies and procedures governing areas related to the responsibilities of the job.
Two years experience in a high-volume customer service work environment. Additional Information In the Heart of Inland Southern California, UC Riverside is located on nearly 1,200 acres near Box Springs Mountain in Southern California; the park-like campus provides convenient access to the vibrant and growing Inland region. The campus is a living laboratory for the exploration of issues critical to growing communities' air, water, energy, transportation, politics, the arts, history, and culture. UCR gives every student, faculty and staff member the resources to explore, engage, imagine and excel.
UC Riverside is recognized as one of the most ethnically diverse research universities in the country boasting several key rankings of which we are extremely proud.
- UC Riverside was included in the (August 2018) edition of The Princeton Review's "The Best 382 Colleges."
- Shanghai Jiao Tong University (August 2017) Academic Ranking of World Universities ranked UC Riverside among the top 151 institutions. This survey bills itself as "the most trustworthy precursor of global rankings of the world's top 500 universities."
- In 2016, UCR was recognized for graduation rate success by the Association of Public and Land-Grant Universities (APLU) for achieving near parity across racial-ethnic, socio-economic, and gender boundaries.
- UCR ranks among the Top 15 Public Research Universities in the nation, as identified by the 2017 Washington Monthly.
- In 2017, two separate reports from the Education Trust celebrated UCR as a national leader for African American and Latino student success. UCR was one of just three schools to be named top-performing institutions in both reports and the only California campus recognized among 18 top-performing colleges and universities in the nation for high black student graduation rates.
The University of California is an Equal Opportunity/Affirmative Action Employer with a strong institutional commitment to the achievement of excellence and diversity among its faculty and staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by law.
For information about our generous employee benefits package, visit: Employee Benefits Overview
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