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Cal Student Central Advisor (4574U) - 19844

Employer
University of California, Berkeley
Location
San Francisco

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Administrative Jobs
Academic Affairs, International Programs
Employment Type
Full Time
Institution Type
Four-Year Institution


Cal Student Central Advisor (4574U) - 19844 About Berkeley

At the University of California, Berkeley, we are committed to creating a community that fosters equity of experience and opportunity, and ensures that students, faculty, and staff of all backgrounds feel safe, welcome and included. Our culture of openness, freedom and belonging make it a special place for students, faculty and staff.

The University of California, Berkeley, is one of the world's leading institutions of higher education, distinguished by its combination of internationally recognized academic and research excellence; the transformative opportunity it provides to a large and diverse student body; its public mission and commitment to equity and social justice; and its roots in the California experience, animated by such values as innovation, questioning the status quo, and respect for the environment and nature. Since its founding in 1868, Berkeley has fueled a perpetual renaissance, generating unparalleled intellectual, economic and social value in California, the United States and the world.

We are looking for equity-minded applicants who represent the full diversity of California and who demonstrate a sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds present in our community. When you join the team at Berkeley, you can expect to be part of an inclusive, innovative and equity-focused community that approaches higher education as a matter of social justice that requires broad collaboration among faculty, staff, students and community partners. In deciding whether to apply for a position at Berkeley, you are strongly encouraged to consider whether your values align with our Guiding Values and Principles, our Principles of Community, and our Strategic Plan.

Application Review Date

The First Review Date for this job is: July 6, 2021

Departmental Overview

Cal Student Central (CSC) is a service-oriented department dedicated to assisting UC Berkeley students and the community successfully navigate several key departments that affect a student's career at UC Berkeley. CSC is a cross-trained, professional staff who serve as representatives of the Financial Aid and Scholarships Office, the Office of the Registrar, Accounts Payable, and Billing and Payment Services. We offer services online, over the phone, and in person. Start by searching our website for information and links to additional resources.

This position involves a wide range of student services duties and responsibilities, and requires substantive knowledge and familiarity with key Financial Aid, Billing and Payments, and Registrar-related policies and procedures. In addition, the position supports the Office of Undergraduate Admissions, the Cal Parents Program, Summer Sessions, Berkeley International Office, University Health Services, the Study Abroad Office, the CalOne Card Office, the Cal Housing Office, New Student Services, and other campus constituents.

The position provides frontline advisement at Cal Student Central. The incumbent provides comprehensive counseling and advising services on registration and enrollment, financial aid, and billing and payments to all Berkeley students, alumni, student delegates, and prospective students via various service avenues (i.e. phones, online tickets etc)


Responsibilities
  • Applies professional Student Services concepts in providing a variety of student services to the Berkeley campus student population through Cal Student Central.
  • Effectively provide advice to students either in-person, through the on-line inquiry/ticketing system, by e-mail and by phone.
  • Function as the first point of contact for students, alumni, and student delegates at Cal Student Central.
  • Expected to have in depth knowledge of all the functional areas handled by Cal Student Central.
  • Advise students on problem resolution and be able to resolve the majority of problems presented by the students.
  • Analyze situations and provide in depth, comprehensive guidance on solutions.
  • Research problems to be resolved when necessary.
  • Explain and facilitate appropriate processes and procedures to enable students to resolve their problems and answer their questions, e.g., submission of appropriate paperwork or required documents.
  • Understand and communicate to students appropriate business processes and options and the consequences of using or not using them.
  • Be able to manage or refer students appropriately to services outside the immediate purview of Cal Student Central such as, but not limited to, academic advising, health services, student groups, Graduate Division, and Admissions.
  • Determine when it is appropriate to escalate issues to specialized departmental staff.
  • Follow the resolution of issues escalated or referred as needed.
  • Quickly incorporate critical campus situations and/or major policy changes into their work, e.g., Regents' fee policy changes.
  • Monitor and manage ticketing system to ensure that issues are resolved appropriately and timely, in compliance with service level agreements.
  • Use a case management approach to ensure resolution of issues to student satisfaction whether resolved at Cal Student Central or through a referral.
  • Communicate trends in the volume and nature of work to other team members and supervisors.
  • Facilitate effective communication among the team.
  • Attend trainings provided by other staff and other campus departments on issues addressed by Cal Student Central and on customer service standards and approaches.
  • Analyze existing processes and procedures for efficiency and effectiveness.
  • Recommend changes to improve processes and procedures.
  • Work with team members to implement recommended changes.

Professional Development:
  • Keep abreast of current literature and developments in the field of Financial Aid, Registration, Enrollment, Billing and related professional organizations.
  • Participate on department and campus committees, programs, and projects as assigned.

Required Qualifications
    Knowledge of advising and counseling techniques. Knowledge of or ability to quickly learn University-specific computer application programs and pertinent databases. Knowledge of University or ability to quickly learn processes and procedures related to student registration, aid, awards and payments. Advanced understanding of Federal, State, and ability to learn and understand University rules and regulations in related areas of student aid, educational tax benefits, residency, etc. Strong problem solving techniques. Experience providing holistic approach to problem solving and service Strong interpersonal skills. Multicultural competencies; experiencing supporting with diverse populations with varied levels of understanding. Outstanding Customer Service skills and techniques. Skills in service orientation, active listening, critical thinking. Analytical skills to identify patterns and trends. Ability in problem identification, reasoning. Ability to multitask, prioritize work and meet deadlines. Effective written and verbal communication skills. Experience working both in teams and individually. Self-starter.

Education/Training:
  • Bachelor's degree in related area and/or equivalent experience/training.

Salary & Benefits

This position is a non-exempt, bi-weekly paid position. Hourly pay for this role is commensurate with experience within the range of $27.68 - $29.81.

For information on the comprehensive benefits package offered by the University visit:

https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html

How to Apply

Please submit your cover letter and resume as a single attachment when applying.

Other Information

We are hiring for 2 full-time, career positions.

Conviction History Background

This is a designated position requiring fingerprinting and a background check due to the nature of the job responsibilities. Berkeley does hire people with conviction histories and reviews information received in the context of the job responsibilities. The University reserves the right to make employment contingent upon successful completion of the background check.

Mandated Reporter

This position has been identified as a Mandated Reporter required to report the observed or suspected abuse or neglect of children, dependent adults, or elders to designated law enforcement or social service agencies. We reserve the right to make employment contingent upon completion of signed statements acknowledging the responsibilities of a Mandated Reporter.

Equal Employment Opportunity

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, or protected veteran status. For more information about your rights as an applicant see:

https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf
For the complete University of California nondiscrimination and affirmative action policy see:
http://policy.ucop.edu/doc/4000376/NondiscrimAffirmAct



To apply, visit https://careerspub.universityofcalifornia.edu/psp/ucb/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL?Page=HRS_APP_JBPST&Action=U&FOCUS=Applicant&SiteId=21&JobOpeningId=19844&PostingSeq=1





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