Student Services Advisor (4574U) - Cal Student Central 42100 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
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.
Application Review Date
The First Review Date for this job is: September 16, 2022
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.
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.
Serves as the primary point of contact for Emergency Loans, Refund-related and Transactional cases.
Use a case management approach to ensure resolution of issues to student satisfaction whether resolved at Cal Student Central or through a referral.
Serve as the main point of contact for all student worker-related duties. This includes, but is not limited to, recruitment, hiring, onboarding, and day-to-day supervision.
Ensure student workers are meeting designated benchmarks and have the training and tools to be successful.
Create and maintain student schedules to ensure appropriate coverage for the in-person front desk as well as our virtual front desk.
Assist the CSC Director and staff with various office duties.
Keeps track of office equipment and serves as the main point of contact with the Business Operations department.
Handles incoming and outgoing mail for the office.
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 learn University-specific computer application programs and pertinent databases.
Knowledge of or ability to learn University processes and procedures related to student registration, aid, awards and payments.
Advanced understanding of Federal, State, and 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
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 $28.52- $29.81 (Grade 18). For information on the comprehensive benefits package offered by the University visit:
https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html