Enrollment Services Specialist (Student Services Professional III), Strategic Enrollment Manage[...]

Job Summary The purpose of this position is to assist students in making successful progress toward their degree objectives by providing financial aid information, direction, and wrap‑around detailed and structured service from various offices. Responsibilities Provide resolutions to highly complex situations in an expedited environment; cases may be forwarded to higher levels as needed. Administer complex aid programs to support the Office of Financial Aid and Scholarships. Conduct monthly reconciliation for assigned program(s) and utilize PeopleSoft queries/reports to reconcile program expenditures. Administer special programs sponsored by the California Student Aid Commission including Teach and Cal State Teach. Create presentations and materials to advertise programs as needed. Meet with appropriate agencies/ offices to review and reconcile program expenditure balances and ensure reconciliation details are included in policies and procedures. Review a variety of critical and complex data reports on a weekly basis; manually analyze data and resolve inconsistencies in students’ files, adjust aid, request new ISIR, gather additional information from various sources. Serve as second‑level specialist of financial aid and other office services within Coyote Central, performing work activities requiring independent thinking and professional judgment. Coordinate financial aid resources, communicate with campus colleagues, provide communication to students one‑on‑one or in group settings, support admission inquiries, registrar’s information, student financial services inquiries, and basic needs information. Attend all training activities for effectiveness. Function as second‑level specialist recognizing and diffusing problems, modeling exceptional interpersonal skills when providing service via telephone and/or in‑person. Assist with planning and development of comprehensive informational discussions on services available through the Coyote Central area and the university. Verification Verify information students provide on FAFSA. Use judgment to request, review, and evaluate data elements to clear discrepancies based on federal guidelines; recalculate EFC as needed. Correct data elements and send to CPS through the electronic corrections process. Perform portion of complex financial aid assignments related to financial aid applications received annually. Accept and process applications/reports for a variety of student financial aid programs. Analyze and correct data elements in the automated financial aid delivery system, including verification and resolving inconsistencies. Determine financial aid eligibility, award aid, and perform revisions for exceptional circumstances, regulatory requirements, budget changes, etc. Monitor Satisfactory Academic Progress (SAP) of financial aid applicants, review and analyze SAP appeals, and apply federal and institutional policy to assess approval or denial. Notify students of decision and follow‑up with 1:1 counseling when needed, making academic guidance referrals as appropriate. Counseling, Advising and Customer Service Counsel and advise students and parents from diverse backgrounds on federal, state, and university financial aid policies and procedures. Exercise sound interviewing skills when discussing personal and sensitive issues affecting eligibility. Advise students and parents with financial difficulty options, using judgment to determine appropriate courses of action for complex situations. Provide financial aid advising during campus recruitment or outreach events, which may occur weekends or evenings. Provide guidance and clarification to campus colleagues seeking information on financial aid and Title IV program policies. Refer to campus resources such as CAPS, SAIL, Learning Center, EOP, SSD, or Academic Services, and provide written, verbal, or electronic communications on behalf of student aid recipients. Consult with management and professional staff on interpretation of regulations and procedures in processing awards and advising. Student Support Provide campus resources to students and colleagues. Assist with mitigation measures related to health, safety, and personal well‑being of students. Work closely with Strategic Enrollment Management and Marketing to ensure accurate information sharing. Refer complex student cases to professional staff in various offices. Respond to student inquiries via phone, email, and in person. Support students needing assistance with Basic Needs, Student Financial Services, and financial aid inquiries. Maintain highly confidential student information per state and federal guidelines. Use software programs to assist students and document inquiries. Communication and Outreach Support Coyote Central and Communication hub in‑person and virtual services regarding financial aid, admissions, student financial services, basic needs, and registrar’s. Coordinate communication efforts to students and campus partners for the above areas. Present and support outreach activities for these areas. Other classification‑related duties as assigned. Minimum Qualifications Graduated from an accredited four‑year college or university in a related field, or equivalent upper‑division or graduate coursework in counseling techniques, interviewing, and conflict resolution. Minimum of three years of progressively responsible professional student services experience. One year in the program area preferred but not required. A master’s degree in Counseling, Clinical Psychology, Social Work, or related field may substitute for one year of experience. A doctorate and appropriate internship or clinical training may substitute for the three years of experience for positions with major counseling responsibility. Required Qualifications Thorough knowledge of individual and group behavior principles. General knowledge of student services principles, practices, trends, policies, and procedures; ability to quickly acquire knowledge of campus procedures and activities. Working knowledge of student services programs outside the assignment area. Ability to analyze complex situations, implement solutions, advise individually and in groups, manage sensitive interactions, evaluate problems, draw conclusions, and assess outcomes. Complete complex professional assignments independently and maintain cooperative working relationships with diverse individuals. Preferred Qualifications Knowledge of PeopleSoft software or CMS is desirable. Extensive experience in administration of Title IV programs and knowledge of financial aid, need analysis, professional judgment, and federal and state programs. Demonstrated sensitivity, interviewing, and counseling skills to explain recommendations, decisions, or actions. Independent analysis of policies, procedures, regulations, and guidelines. Ability to solve problems, exercise initiative, and make judgments independently on a daily basis. Ability to perform complex assignments without detailed instructions and focus on results. Work cooperatively and under pressure of deadlines. Previous experience managing a highly regulated program required. Effective time planning and anticipation of heavy workload periods. Ability to provide well‑written procedures and instructions. Organized, resourceful, level‑headed, people‑oriented, and team‑oriented. Compensation and Benefits Initial salary placement will be $5,540 per month for qualified candidates. The CSU system provides medical, dental, vision plans; membership in CalPERS; sick and vacation time; 15 paid holidays; and access to the fee waiver education program. A summary of benefit information can be found here. Position Information Full‑time / Exempt / Probationary (up to one year with possibility of renewal). Academic year: Monday through Friday, 8:00 am – 5:00 pm; some evenings/weekends. Summer schedule: Monday through Thursday, 7:00 am – 5:30 pm; some evenings/weekends. Equal Opportunity Employer California State University, San Bernardino is a proud Affinity/Equal Opportunity Employer. We recruit, hire, train, and administer all personnel actions without regard to race, ethnicity, religion, color, caste, national origin, ancestry, age, sex, gender, gender identity, sexual orientation, disability, or other protected status. This position adheres to CSU policies against sex discrimination, sexual harassment, and sexual violence. #J-18808-Ljbffr