Location: Santa Cruz
Job ID: 33088
JOB POSTING
NOTIFICATIONS
UC Vaccination Policy: With limited exceptions, COVID-19 vaccinations are required for Covered Individuals under the Policy. Covered Individuals include all employees, students, or trainees who physically access a University facility or program in connection with their employment, appointment, or education/training.
Covered Individuals do NOT include employees who work 100% remotely with NO expectation that they will physically access any University location or program at ANY time. If 100% remote work ends, the employee is subject to policy.
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. NOTE: Materials submitted after the IRD will be forwarded only at the request of the hiring unit. Submit your materials before the IRD to ensure consideration by the hiring unit.
The IRD for this job is: 04-11-2022
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
More information can be found here: https://sbs.ucsc.edu
JOB SUMMARY
Under the general supervision of the Service Center Manager, the selected candidate will be primarily responsible for performing customer support functions for the Student Business Services office and being a first point of contact for the office. Customer support duties include accurate, prompt, and professional interactions with students, parents, UCSC staff and faculty, as well as the public in the following ways: promptly greeting and assisting office walk-in customers, answering phones, responding to email questions, and conducting online chat interactions. Incumbent will also be responsible for routing customers to appropriate areas. The incumbent will be expected to follow the privacy and confidentiality guidelines of the Family Educational Rights and Privacy Act (FERPA). Incumbent must work effectively as a team member.
The selected candidate will be responsible for the Electronic Funds direct deposit (EFT), handling over twenty-four thousand transactions at $50 million annually. Additionally, the candidate will be responsible for reconciling EFT re-credits, Notice of Changes, and recalls.
The selected candidate will be responsible for reviewing the campus's Tuition Deferred Payment Plan (TDPP) program: updating accounts, and reconciling balance sheets if needed. This program has 200 applicants annually.
Incumbent is responsible for compliance with internal control guidelines, UC policy, and federal guidelines, and to maintain appropriate separation of duties when processing financial transactions. Incumbent shall stay updated on dates, website changes, and campus events relevant to the functions of the office.
Incumbent will be the office's primary CruzBuy purchaser for SBS, ordering office supplies, electronics, furniture, advertising, and other items through UCSC's purchasing application. The office orders $100k annually, through CruzBuy. Additionally, the incumbent will add new vendors to the system as needed.
Incumbent will be responsible for assisting the Financial Aid office with handling stale dated financial aid refund checks. This involves reconciling these checks with the Financial Aid office's accounting. Incumbent will also be responsible for handling stale dated general payment refund checks. This involves reconciling these checks with UCSC's Accounting Office. There are approximately 300 accounts a year.
The selected candidate will be responsible for screening and processing the requests for Stop Payments on refund checks administered through AIS (financial aid and general payments) as well as working with the Accounting Office to complete the process. There are approximately 150 requests processed each year.
The Department Support Assistant serves as the SBS information officer. Reviewing recommending changes, updating, and filing policies, and procedures relating to the operation of the SBS office.
APPOINTMENT INFORMATION
Salary Information: Salary Range: $24.64 - $29.60/hour . Salary commensurate with skills, qualifications and experience.
No. of Positions: 1
Benefits Level Eligibility: Full benefits
Schedule Information:

• Full-time, Fixed
• Percentage of Time: 100%, 40 Hours per Week
• Days of the Week: Mon-Fri
• Shift Includes: Day

Employee Classification: This is a Career appointment
Job End Date: None
Work Location: UC Santa Cruz Main Campus
Union Representation: CX, Clerical Unit
Job Code Classification: 004722 BLANK AST 3
Travel: Never or Rarely
JOB DUTIES
50% Customer Service and General Office Support

• Provides primary front line reception for Student Business Services; this includes heavy phone, email correspondence, and in-person contact during peak registration periods and due dates.
• Provides courteous, prompt, and excellent customer support when greeting visitors, answering a multi-line telephone, and answering email questions.
• Responds to general requests for information by providing prompt, detailed, and accurate information to students, staff, and general public; interprets program services, policies, rules, and regulations; assists visitors to refer inquiries to appropriate staff; route calls and take messages.
• Using the Academic Information System (AIS), assists students, staff and faculty by answering general questions and addressing concerns regarding their accounts while following the privacy and confidentiality guidelines of FERPA. Documents all communications and activities that pertain to an account, including documenting customer disputes.
• Responsible for various support duties, including but not limited to: data input, research, maintenance of collection files, reviewing correspondence and preparing written responses, and miscellaneous projects as assigned.
• Assists in the implementation and troubleshooting, as a first point of contact, for an SBS customer chat application.
• Other responsibilities include working with a variety of reports and making necessary adjustments to students' accounts using AIS. Incumbent will send messages to students using the SBS delegated group email.
• Working with the Service Center Manager, maintains office inventory of copy paper and envelopes. Ensure that Bulk Mail has a sufficient supply of billing paper and envelopes to accommodate the monthly billing process. Orders copy paper and envelopes for the office using the campus resources.
• Process and distribute returned mail to the appropriate SBS personnel.
• Stays updated on UCSC policy, key dates, the SBS website, and changes in other units as they affect the SBS office.
• Represents Student Business Services at University-sponsored events and distributes general information on various SBS services.

15% Electronic Funds Transfer

• Maintains primary responsibility for the administration of the electronic funds transfer (EFT) program and Accounts Payable (AP) check refunding, including processing authorizations, and verifying accurate entry of financial information into the Academic Information System (AIS). Promote EFT program by informing students of the EFT program benefits.
• Responsible for the daily reconciliation of rejected EFT'S and Notice of Changes using the daily Mellon report that is sent via email. Responsible for assisting students in correcting account information in AIS using the same Mellon report. Re-credits students' accounts accurately with information from Mellon Bank reports. Researches and resolves closed and rejected accounts by communicating directly with students via email or phone. Requests written verification of either canceled or new EFT's ensuring that the refund is re-credited and reissued in a timely manner.
• Works to research and recall refunds under special circumstances and ensure the entries are accurately entered into AIS and proper verification is received from Mellon Bank.
• Supports the Service Center Manager by researching and reconciling lost checks including stop payments, redraws and stale dated checks as needed.

15% Stop Payments and Check Redraws

• Working with the Office of Accounts Payable and SBS staff, the incumbent will perform job duties associated with the reconciliation of unpaid (stale-dated and redrawn) financial aid and general payments refund checks.

5% Tuition Deferred Payment Plan

• Promotes TDPP program by informing students of availability and benefit of TDPP plan.
• Responds to telephone and walk-in inquiries' regarding the Deferred Payment plan and takes appropriate action to resolve TDPP issues.
• Cancels deferred payment plan when payment agreement is not kept and records all activity to AIS Academic Information System comment screen and notifies student of action.Monitors SBS website for accuracy of TDPP information.

5% Orientation

• Assist the Financial Literacy Coordinator in coordinating content for UCSC's annual online Orientation.

5% CruzBuy Purchasing and Banner

• Responsible for checking general office inventory and ordering necessary supplies as needed using the online purchasing utility, CruzBuy. Support SBS and the Main Cashier's Office in ordering supplies and equipment.

5% General Office Duties

• Responsible for assisting other team members in the office. Other duties as assigned.

REQUIRED QUALIFICATIONS

• Demonstrates Customer Service skills: responds promptly and courteously to requests for information and/or assistance.
• Demonstrates Accuracy: ability to quickly find and identify errors and inconsistencies.
• Demonstrates Accountability: Provides consistent, timely, high-quality work and support to students, staff, and others. Demonstrates initiative to follow up with assigned tasks and in completing self-regulated tasks. Demonstrates initiative and self-motivation consistent with job expectations to improve performance.
• Demonstrates flexibility by adapting to changes in priorities and the work environment.
• Demonstrates interpersonal skills by seeking out opportunities to gain additional knowledge and disseminating key information and best practices to others.
• Adapts communication methods to respond to different audiences.
• Communicates in a well-organized, courteous, and effective manner verbally. Provides accurate and timely information, instructions, and expectations verbally. Provides accurate and timely information, instructions, and expectations verbally.
• Communicates in a well-organized, courteous, and effective manner in writing. Provides accurate and timely information, instructions, and expectations in writing. Provides accurate and timely information, instructions, and expectations in writing.

PREFERRED QUALIFICATIONS

• Experience with and knowledge of word-processing and database systems.
• Willingness to learn new systems.

SPECIAL CONDITIONS OF EMPLOYMENT

• The selected candidate will be required to pass a pre-employment criminal history background check.
• The University of California has implemented a COVID-19 Vaccination Policy covering all employees. To be compliant with the policy, covered employees must submit proof of vaccination or have an approved exception or deferral, eight (8) weeks from date of hire.
• 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.
HOW TO APPLY
Attach your resume and cover letter when applying for this job opening. Do not attach any documents to 'My Activities'. Visit our How to Apply tutorial for detailed instructions on our applicant process.
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=33088&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.jeid-ad00d4781c42d849aee5217f438c8f29