Customer Service Advisor

Customer Service Adviser

The Customer Service Adviser uses professional financial aid concepts applied to a limited number of financial aid functions. Under the supervision of the Associate Director, Advising & Operations the incumbent provides routine information and interpretation of standard policies, procedures, and regulations, and receives direction regarding more complex programs. The Customer Service Adviser is responsible for advising students and their families about financial aid programs administered by the UCSC Financial Aid and Scholarship office. The Adviser will verify information on financial aid applications, review special circumstance letters, package and revise awards as necessary. The incumbent will also work with students and parents at the front counter and virtually on Zoom/Zoom phones.

APPOINTMENT INFORMATION

Budgeted Salary: $29.69 - $32.56/Hourly. 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 Shift Includes: Day Employee Classification: Career appointment Job End Date: None Work Location: UC Santa Cruz Main Campus Union Representation: SV - STDT SVS & ADV PROF (SSAP) Job Code Classification: FINANCIAL AID OFCR 2 SV (004987) Travel: Never or Rarely

JOB DUTIES

50% - Financial Aid Information Services Provides advice and information to current and prospective students and parents on financial aid policies, procedures, and regulations.

30% - Financial Aid Analysis Analyzes student inquiries, determines relevant issues, and recommends solutions. Performs needs analysis and assesses eligibility, recommends adjustments to aid awards.

10% - Outreach Participates in outreach services to prospective students, parents, and the general public.

10% - Partnership Efforts Participates in standing department committees to raise issues and receive direction on practices and procedures.

REQUIRED QUALIFICATIONS

Bachelor's degree in related area and / or equivalent experience / training. Ability to apply policies, regulations and practices for awarding financial aid. Ability to apply University policies, processes, and procedures. Basic knowledge of advising and counseling techniques. Ability to apply knowledge of policies to individual situations. Problem identification and critical thinking skills. Ability to calculate financial aid with attention to detail and accuracy. Organizational skills and ability to prioritize work and meet deadlines. Written and verbal communication skills. Active listening skills. Customer service orientation. Ability to assess processes and recommend improvements. Good interpersonal skills. Proficiency with standard office software, internet, and email applications. Basic knowledge of common University-specific computer application programs.

PREFERRED QUALIFICATIONS

Experience using complex databases. Financial Aid Experience