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Student Services Representative (4722C), Office of the Registrar - 36578

Employer: University of California, Berkeley
Location: San Francisco

Administrative Jobs: Institutional & Business Affairs, Registrar & Student Accounts, Student Affairs, Student Activities & Services
Employment Type: Full Time
Institution Type: Four-Year Institution

Student Services Representative (4722C), Office of the Registrar - 36578 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 .

Departmental Overview

The Office of the Registrar (OR) has primary responsibility for interpreting and implementing the academic policies of the Berkeley campus in the areas of student registration, course enrollments, classroom use, recording of grades, and the maintenance of student records. Increasingly, the OR plays a key role in policy development related to the efficiency of the campus' delivery of academic programs and deployment of academic resources and to the successful and timely progress of students. OR provides comprehensive services to students, prospective students, alumni, faculty, staff and the general public.

The Student Services unit advises and counsels students, staff, faculty, alumni, and the general public regarding OR services related to academic records, undergraduate readmission, degree and enrollment verification, visitor and exchange programs, veterans benefits, registration & enrollment, transcripts, tuition & fees, and residency. The unit is also responsible for maintaining accurate records, and works with multiple complex campus and third-party information systems and applications.

All OR units are charged with enforcing and implementing Federal and state laws regarding student and alumni information, as well as University, Academic Senate, and Berkeley Campus regulations and policies regarding the maintenance of student and alumni records, verification of student status, and issuance of official transcripts. All units are responsible for handling confidential information with consistently high levels of security, in compliance with FERPA, Federal and state laws, and University and OR regulations and policies.

Application Review Date

The First Review Date for this job is: June 20, 2022. Posting is open until filled.

Responsibilities

The Student Services representative is primarily responsible for undergraduate readmissions and triaging cases submitted to the OR via Saleforce.com--our customer resource management system. The incumbent is also responsible for providing information, assistance, and advising to the entire campus community and general public regarding all services provided by OR. To function effectively, s/he must be familiar with the academic record; stay abreast of OR, campus and University policies, procedures and practices; and collaborate with colleagues in OR, partner offices, academic departments, faculty and other campus staff.

Undergraduate Readmission

Provide excellent customer service to undergraduates seeking readmission after a break in enrollment.
Assist colleagues in the Schools and Colleges with questions about policies and procedures.
Ensure that published procedures for both students and staff are accurate and up to date.
Process applications approved by the Schools and Colleges within 3-5 business days of receipt.
Notify students of their readmission and inform them of next steps—e.g., enrollment information and Statement of Legal Residence requirement.
Maintain accurate and up to date readmission records.

Advising and Administration

Provide excellent customer service to constituents by accurately and thoroughly assessing needs of students, parents, staff and the public. Provide accurate, thorough and timely advice regarding OR policies, procedures, deadlines and services to constituents. Deal with sensitive student and parent issues calmly and respectfully. Maintain the integrity and security of student and alumni information in electronic and hard copy formats. Actively participate in and contribute to meetings and trainings with OR, and other University areas to maintain and support knowledge of policies, processes and deadlines relevant to providing high-quality, seamless services to all students.
Salesforce.com Case Management

Analyze all cases routed to the OR queue in the Salesforce.com customer resource management system. Independently resolve cases related to OR services such as academic records, undergraduate readmission, degree and enrollment verification, visitor and exchange programs, veterans benefits, registration & enrollment, transcripts, and tuition & fees. Collaborate as needed with colleagues in OR and other offices such as Cal Student Central, Berkeley International Office, Financial Aid, Undergraduate Admission, Center for Student Conduct, Schools, Colleges, Graduate Division, etc. to resolve complex cases. Escalate or assign cases to colleagues in OR and partner offices as needed.
Support Student Services Functions

Provide back-up to other Student Services staff as needed.
Assist students, parents, alumni, faculty, staff and the general public regarding the policies, procedures and deadlines for other functional areas including Visitor & Exchange Programs, Degree & Enrollment Verifications, and Veterans Educational Benefits.

Projects as Assigned

Provide analytical support to the Assistant Registrar, Student Services Unit and senior management.
Conduct independent research and analysis; make recommendations for changes to policies, procedures and practices; implement approved recommendations; and assist in the preparation of internal reports and policy analysis.

Required Qualifications

Academic Records Skill Set

Analytical and critical thinking skills required.
Experience with and ability to understand detailed laws, statutes, rules, regulations, policies and procedures and to apply them to factual situations.
Ability to maintain and/or ability to learn confidentiality and security of student records in strict accordance with confidentiality rules established by FERPA, the State of California, and the University.
Knowledge of and/or ability to learn University rules, regulations, policies and procedures relating to academic records and other services provided by OR, as well as Academic Senate regulations.
Strong attention to detail and ability to sift though, identify and distinguish small discrepancies in large data sets and complex records.
Experience using a variety of enterprise computer systems and applications.
Ability to learn and use business applications such as spreadsheets; collaboration, presentation and project management software; Customer Resource Management and Content Management systems.

Communication and Organization Skill Sets

Excellent organizational skills required.
Ability to formulate, communicate and implement a plan of action to accomplish assigned tasks.
Excellent written and verbal communication skills to interact effectively with students, faculty, staff, parents and the general public from diverse backgrounds.
Ability to interact diplomatically with people from diverse cultural, socio-economic, educational and ethnic backgrounds—including constituents who may be frustrated, angry or confused.
Demonstrated knowledge of and/or ability to learn university Student Information Systems.
Ability to be self-directed and work independently.
Exercise good judgment in when to seek clarification and direction vs. when to resolve issues independently.
Ability to work collaboratively on group projects and to cooperate with staff from other Registrar units and departments across campus.

Salary & Benefits

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. Please upload the document in the Resume section, then skip the (optional) Cover Letter upload section.

Other Information

There is the possibility of a hybrid on-site/remote work schedule after a successful training period.
This position is governed by the terms and conditions in the agreement for the Clerical & Allied Services Unit (CX) between the University of California and Teamsters Local 2010. The current bargaining agreement manual can be found at: http://ucnet.universityofcalifornia.edu/labor/bargaining-units/cx/index.html

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.

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=36578&PostingSeq=1

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