Assistant Director, Processing and Customer Service
University of California Los Angeles


Requisition Number: 33185
Salary: 4700-11717

Position Description:
Reporting to the Director, the Assistant Director of Processing and Customer Service (SAOIV-Supervisor) manages financial aid programs and a team of professional staff for a functional area, oversees operations and recommends changes to policies and procedures to ensure accurate, efficient, and timely delivery of student aid that is in compliance with federal, state and other relevant regulations.

As a member of the Management Team participates in strategic planning, development of departmental goals and policies and coordination of work processes within the office that supports departmental objectives.

The Assistant Director provides oversight to the Counseling, Customer Service and Outreach Units. Responsible for creating and fostering an environment of inclusiveness, equity and collaboration between the units to ensure that they operate as an efficient and cohesive team.

As supervisor of the Customer Service Unit, the Assistant Director is responsible for creating a top-level customer service unit that exceeds the highest expectations. Consistent with the Division of Enrollment Management's Blue and Gold Customer Service Standards, creation an inclusive, welcoming environment where people feel valued and respected and where personalized service is rendered in a thoughtful, genuine manner is a primary responsibility.

Responsible for supervising four SAO III-Supervisors and seventeen non-direct reports.

The Assistant Director works collaboratively with Assistant Director, Compliance and Training to recommend and develop office policies and procedures and to identify training needs for the staff as well as implement changes to policies and procedures as required by changing regulations. This includes ensuring that all staff have broad training in basic financial aid principles and philosophy and has the ability to effectively speak to the general public and respond to their questions in a satisfactory and accurate manner.

Works closely with the Associate Director, Systems and Data to develop, revise and test business processes and information systems within the office, to implement annual changes and streamline the delivery of aid. Involved in implementation of new processing platforms and applications. Leads the weekly processing meeting and participates in committees as needed within and outside of Financial Aid and Scholarships.


For full application instructions and position description, please visit: https://hr.mycareer.ucla.edu/applicants/Central?quickFind=79955

The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status. For the complete University of California nondiscrimination and affirmative action policy, see: UC Nondiscrimination & Affirmative Action Policy, https://policy.ucop.edu/doc/4000376/DiscHarassAffirmAction






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