Student Services Representative

Location: Silicon Valley
Job ID: 54653

JOB POSTING

Employees and learners alike, are in one of the most dynamic economic regions in the world... Silicon Valley.

Does this spark your interest?
Do you enjoy:
* Providing excellent internal and external customer service, with attention to promptness and a focus on solutions?
* Treating learners with fairness, dignity and respect?
* Using Google Suite and Microsoft Office in fast-paced environments?
* Working in a hybrid environment?

If you answered 'YES' or 'ABSOLUTELY YES' to the questions above, the Student Services Representative may be the job for you.

Our campus is located in Santa Clara, CA, the Heart of Silicon Valley. We like to say that it's here where the next generation of innovation is born.
Benefits to working at UC Santa Cruz SILICON VALLEY include:
* Medical / Dental / Vision Insurance Plans
* UC Retirement Plans
* Life Insurance / Legal Insurance / Discounted Pet Insurance
* 14 Paid Holidays Plus Accrued Vacation & Sick Leave
* Employee Discount Programs and much more...

Location: UCSC SILICON VALLEY CAMPUS, 3175 BOWERS AVE. SANTA CLARA, CA, 95054.

NO VISA SPONSORSHIP IS AVAILABLE FOR THIS POSITION.

You're still here; it's time to check out this job description and apply.
Join our vibrant community that connects learners with accredited University of California-approved curriculum!
Work in Silicon Valley as an employee of UC Santa Cruz!

NOTIFICATIONS

The University of California has implemented a Vaccination Policy covering all employees. Employees, including new hires, are required to comply with any applicable policies relating to the University of California's COVID-19 vaccine program.

HOW TO APPLY

For full consideration, applicants should attach their resume and cover letter when applying for a job opening. For guidance related to the application process or if you are experiencing difficulties when applying, please review the Applicant Resources on our Talent Acquisition website.

INITIAL REVIEW DATE (IRD)

UC Santa Cruz staff jobs are posted until filled. Application materials submitted by 11:59 pm on the IRD will be routed to the hiring unit for consideration. Materials submitted after the IRD will ONLY be forwarded at the request of the hiring unit. To ensure your application is routed for consideration, submit your materials before 11:59 p.m. on the IRD. Talent Acquisition cannot accept application materials outside of the jobs portal, and is unable to update submitted applications on an applicant's behalf, or forward communications to the hiring units. For more information about the IRD and the applicant review process, view this link.

The IRD for this job is: 07-06-2023

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

UCSC Extension in Silicon Valley (UNEX), a division of the University of California Santa Cruz, provides advanced professional education and job training for highly educated adults in Silicon Valley. UNEX operates year-round with a staff of roughly 40 non-teaching employees, over 300 instructors, and offers approximately 1,200 courses annually.

The Student Success and Affairs department includes the International and Workforce Development Programs which are an essential part of the UCSC Silicon Valley Extension division located at 3175 Bowers Avenue, Santa Cara, CA.

These programs serve multiple kinds of students: International and Workforce Development. Our mission is to provide excellent service to these populations, develop new programs, maximize their experience with us, and help them reach their academic and professional goals. In total, the department can serve up to 300+ students each quarter. Generally, department staff will work with these students through their whole student journey with UCSC Silicon Valley Extension, from inquiry to application, through program completion and beyond, and into their career development.

More information can be found at https://www.ucsc-extension.edu/

JOB SUMMARY

Under the general supervision of the Student Success and Affairs Manager, the incumbent provides excellent customer service to students, instructors, and staff. Responsibilities include enrollment and records tasks, with emphasis varying as determined by the academic calendar. Functions include, but are not limited to: enrollment; processing of student records, working with various databases and document archives to process payments, creating invoices for billing purposes, processing transfers and refunds; creating and maintaining student files; processing transcripts, grades, and enrollment verifications. This position works collaboratively with Student Services team partners to ensure records integrity and excellent customer service.

APPOINTMENT INFORMATION

Budgeted Salary: $26.12 - $27.92/hour. 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, occasional nights and weekends
Shift Includes: Day, Evenings, Weekend

Employee Classification: Career appointment

Job End Date: None

Work Location: Silicon Valley (Santa Clara, CA)

Union Representation: CX Union

Job Code Classification: 004722 (BLANK AST 3)

Travel: Up to 25% of the time

JOB DUTIES

50% - Administrative Duties

Serve as the first point of contact for prospective and existing students to provide information and assistance on various Extension programs.
Enter data into business enterprise systems and maintain the accuracy of information for assigned department and other departments as needed.
Provide administrative support for students; maintain student records; process transcripts, grade reports, education verifications, certificates, and other student records; troubleshoot student problems; investigate discrepancies in student records and make recommendations for changes to appropriate departments.
Process regular and rush transcript requests and formal certificates and awards, accommodating requests for special service when possible. Maintain supplies for certificate processing.
Send out 'End of Program Survey' to students completing the Certificate Programs.
Provide academic assistance and information for prospective and current students including International and Workforce students.
Adhere to internal planning deadlines.
Refer students to submit the appropriate form or refer to the appropriate department for drop/withdrawals, exceptions to policy, alternative grades, course substitutions, etc.
Verify enrollment and fulfill enrollment and records requests including verification letters, providing service and information to students, staff, instructors, and external agencies, and collecting FERPA authorization forms from students.
Maintain familiarity with policies and regulations as well as with objectives of Extension programs and services.
Provide information on policy and answer academic program inquiries and questions via email, phone, or in-person meetings for the purpose of encouraging enrollment and/or taking enrollments over the phone; direct students to appropriate personnel for assistance or further advising.
Process records for Extension and Campus Concurrent Enrollment courses. Follow appropriate routing and protocol for data entry processing of academic credit, professional credit, CEU credit, and non-credit courses.
Provide students with a list of options, per University policy, and resolve conflicts with general supervision when working with student challenges. Working from the approved script, triage, and forward to Registrar instances when an exception is applicable.
Collect and compile student data through the CRM tool and course evaluations. Provide data to Manager for analysis and distribution to other departments. Collect quarterly evaluations and quantify results for all program events.
Investigate requests or records with unsubstantiated enrollments or grades. Probe students with open-ended questions verifying the information supplied. Identify conflicting information in the database and follow through on necessary steps to a solution.
Close out completed student records and put them into archive files. Maintain files for the required retention period and oversee archives maintenance.
Prepare routine correspondence with prospective students.
Meet regularly with Supervisor to review projects and work assignments; alert supervisor of potential issues, concerns, or challenges and make recommendations for solutions.
Process daily drops and refunds and account for credits and refunds to the correct account, including Workforce and International transactions.
Uphold UC Santa Cruz and UCSC Extension drop, refund, withdrawal, audit, incomplete, and other academic and administrative policies.
Process final Academic Review Committee decisions.

30% - Registration

Participate in telephone, mail-in, and faxed enrollments.
Process multiple forms of payment via credit card, check, and purchase order with accuracy. Collect and verify all student information, ensuring the transaction is accurate and current.
Responsible for individual student enrollments, online class enrollments, and complicated group or state contract enrollments for specialized programs.
Accurately convey various policies and procedures, enrollment and withdrawal deadlines, fees and discounts, and other information unique to enrolled courses.
Review student records, and merge them if necessary.
Balance weekly and monthly refunds, and check input against computer-generated reports.

20% - Department Liaison

Maintain familiarity with policies and regulations as well as with business goals and objectives of UCSC Extension programs and services.
Communicate/work with Supervisor and/or Registrar who serves as a point of contact with state and federal agencies regarding student enrollment contracts.
Collaborate with internal departments.
Inform Academic Services about issues with course materials and syllabuses in Canvas, and with course descriptions on the website.
Prepare routine correspondence and documentation requested, working with supervisor when necessary.
Keep up-to-date on catalog content and courses offered by Extension.
Attend and provide administrative support for public events, conferences, and job fairs; deliver and display promotional materials, brochures, catalogs, and event supplies at public events, and assist in event planning. This may include some evening work, requiring shift changes to the regular schedule to accommodate special event schedules.
Create and share event evaluations with appropriate departments.
Ensure the accuracy and completeness of end products of work.

REQUIRED QUALIFICATIONS

High school diploma or equivalent experience.
Strong interpersonal skills including tact, diplomacy, and flexibility to work effectively with students, staff, instructors, and the general department, with the ability to maintain composure in complex and stressful situations.
Ability and willingness to provide excellent internal and external customer service with attention to promptness and a focus on solutions; commitment to treating others with fairness, dignity, and respect.
Demonstrated organizational and problem-solving skills sufficient to meet deadlines under the pressure of high volume and frequent interruptions.
High level of computer skills with demonstrated experience using student information systems (or other relational database systems), MSOffice Suite, and other word processing.

PREFERRED QUALIFICATIONS

Four-year degree or equivalent combination of experience/training.
Related experience including the ability to promote programs with varying curricula.
Ability to assist adult students with academic program options, including all student programs (International, Workforce, Concurrent Enrollment, etc.).
Related administrative/clerical experience sufficient to handle a high level of customer service while under the pressure of time and deadline constraints.
Experience with systematically maintaining records and information in hard copy and archived formats.

SPECIAL CONDITIONS OF EMPLOYMENT

Selected candidate will be required to pass a pre-employment criminal history background check.
Ability to work long periods of time at a computer with or without accommodation.
Will be required to work a hybrid work schedule, days of the week and number of days to be determined, and be able to fulfill requirements of the UCSC telecommuting agreement.
Ability to work occasional evenings and weekends as directed.
Selected candidate will be required to complete training within established time frames as directed including UC compliance training.
Ability to maintain appearance and conduct suitable for working in a professional setting.
Per the Child Abuse and Neglect Reporting Act (CANRA), this position has been identified as a Mandated Reporter. The selected candidate will be required to report known or suspected child abuse or neglect as defined by CANRA and will be required to sign a Statement Acknowledging Requirement to Report Child Abuse prior to commencing employment. CANRA Penal Codes, and related definitions, requirements, and responsibilities may be obtained here.

SAFETY STATEMENT

All UCSC employees must understand and follow job safety procedures, attend required health and safety training, proactively promote safety at work, and promptly report actual and potential accidents and injuries.

EEO/AA

The University of California is an Equal Employment 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. UC Santa Cruz is committed to excellence through diversity and strives to establish a climate that welcomes, celebrates, and promotes respect for the contributions of all students and employees.

APPLICANTS ARE REQUIRED TO USE THE UCSC ON-LINE PROCESS
View full job description and access on-line application:
https://careerspub.universityofcalifornia.edu/psp/ucsc/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL?Page=HRS_APP_JBPST&Action=U&FOCUS=Applicant&SiteId=11&JobOpeningId=54653&PostingSeq=1

To ensure review of application materials by the hiring unit, they must be submitted on or before the initial review date (IRD) via the Staff Employment Opportunities web site; https://jobs.ucsc.edu. A computer is available at the UC Santa Cruz Staff Human Resources Office located at Scotts Valley Center. The Scotts Valley Center is located at 100 Enterprise Way, Suite E100, Scotts Valley, CA 95066. To learn more or to request disability accommodations, call 831-459-2009. Hearing impaired are encouraged to use the California Relay Service at 800-735-2922. UC Santa Cruz is an Equal Opportunity Employer.

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. UC Santa Cruz is committed to excellence through diversity and strives to establish a climate that welcomes, celebrates, and promotes respect for the contributions of all students and employees.

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About University of California Santa Cruz

UC Santa Cruz is a public university like no other in California, combining the intimacy of a small, liberal arts college with the depth and rigor of a major research university.

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