Customer Service Officers

Categories: Unit 4 - APC - Academic Professionals of California, Probationary, Full Time, Student Services
Cal State East Bay offers a broad range of benefits that includes medical, dental, vision, retirement (CalPERS), 401k, 457, 403(b), dependent and health care reimbursement accounts, life insurance, vacation and sick, 14 paid holidays, one personal holiday and tuition fee waiver.
For more information on the benefits program, please visit our benefits website. Situated above the city of Hayward, the campus offers an ideal setting for teaching and learning and yet easy access to the many cities along the bay. The University has a satellite campus in Concord, a professional development center in Oakland and a significant presence online. Founded in 1957, Cal State East Bay is one of 23 universities of the California State University system (CSU). Cal State East Bay is recognized as a regionally engaged and globally oriented university with a strong commitment to academic innovation, student success, engaged and service learning, diversity, and sustainability.

Please Note: Review of applications will begin on March 13, 2026.

The One-Stop at Perry’s Nest provides comprehensive services to prospective students, currently enrolled students, staff, faculty, and the members of the community-at-large who are seeking information or services from the University relative to outreach, pre-admission advising, transcript evaluation, services related to admission and graduation, student records, registration, financial aid, housing, accessibility & veterans services, and more.

This position provides customer service and information in person and virtually pertaining to student admissions, financial aid, registration, housing, advising, outreach, accessibility & veterans services, and more in the one-stop space of Perry’s Nest, located on the first floor of the Student Administration Building. They serve as the front line contact for in-person and online students, handling general inquiries regarding admissions, registration, records, graduation evaluations, financial aid, housing, advising, accessibility & veterans services, and more. In addition to providing customer service and information in person and virtually pertaining to student admissions, financial aid, registration, housing, advising, outreach, accessibility & veterans services, and other areas. This position is responsible for helping students and families navigate the financial aid process. This position will assist in the review process for student aid eligibility, collect data to determine student awards, and will communicate with students and their families regarding financial aid-related matters. This position will also work on verification and assist in the timely administration of program compliance under the direction of the Compliance Director.

Serves as the primary staff point of contact for students within the Enrollment Management & Student Services model, ensuring student issues are resolved thoroughly and with a customer-focused approach.

Effectively and efficiently advising current students on university policies, procedures, and eligibility requirements as they relate to enrollment services, admissions, financial aid, records/registration, graduation, and academic standards as stated on the University’s website.

Obtain information, analyze data, reason logically, and draw valid conclusions to make appropriate recommendations to students through a working knowledge of general University operations.

Provide accurate, ethical, and quality initial admission, registration, graduation, and financial aid advising to help students navigate through the University via phone, in-person, and through electronic communications(texting and virtual platforms).

Partner with Student Services & Visit Specialist to train all Student Ambassadors in the One-Stop to complete daily tasks, address students' concerns accurately, and to completion.

Attend scheduled training sessions with other offices. Keep all training and process documents updated as processes change and when new information is shared.

Collect documents and review for accuracy.

Advise students as to which document is appropriate for their specific needs, and verify the accuracy of completion.

Explain the policies and procedures regarding university registration policies and help students register or troubleshoot areas of obstacles.

Graduation

Explain policies and procedures to facilitate graduation filing.

Help students who can file for graduation online or advise, based on the situation, to file as non-matriculated.

Verify status regarding graduation and explain the process to ensure students' understanding of the ceremony versus confirmation of the degree awarded.

Help students, parents, and staff complete tasks to facilitate the gathering of information/documents for financial aid.

Advise students on how to view their financial aid awards through their MYCSUEB Portal.

Assist students with completing financial aid paperwork through the CampusLogic platform.

Troubleshoot areas of login and incorrect document retrieval due to user error.

Provide a clear explanation of requirements and expectations to students when documents do not meet the financial aid specifications.

Compliance Support

Assist in the administration of aid for special programs, including but not limited to PHAP, Teaching Credential, and other non-degree programs.

Gather data from reviews and assist in the administration of resolutions for issues, including (but not limited to) over awards, aggregate issues, dual enrollments, C flags, Pell Pop, and other discrepancies that cannot be resolved through batch/system processing.

Assist in ensuring the timely administration and coordination of Private and Plus Loans.

Help with supporting the timely administration and coordination of Special Circumstance Appeals as well as Verifications.

Help with the administration of remote learning programs, such as study abroad and institutional partnerships through cross-registration.

Assist with phone traffic for the Financial Aid Office.

Special Projects

Maintain the student contact in Salesforce and respond to Perry’s Next email and text message inbox through CaseManagement & Mogli.

Seamlessly transition between in-person and virtual roles as needed to service both students on the different communication platforms.

Work with IT to ensure computers/iPads are running effectively.

Ensure a clean, welcoming, and professional appearance of the One-Stop area.

Attend staff meetings, training sessions, and Town Hall meetings as appropriate and directed.

The equivalent of two (2) years of professional experience in one of the student services program areas or in a related field.

A master’s degree in a job-related field may be substituted for one year of professional experience.

Education

Equivalent to graduation from a four-year college or university in one of the behavioral sciences, public or business administration or a job-related field.

Additional specialized experience during which the applicant has acquired and successfully applied the knowledge and abilities shown above may be substituted for the required education on a year-for-year basis.

Use initiative and resourcefulness in planning work assignments and in implementing long-range program improvements.

collect, compile, analyze and evaluate data and make verbal or written presentations based on these data.

Establish and maintain cooperative working relationships with faculty, CSU administrators, student organizations, private and public agencies and others in committee work, and student advising and community contacts; and, rapidly acquire a general knowledge of the overall operation, functions and programs of the campus to which assigned.

Demonstrated ability to make decisions and carry through actions having implications with regard to other program or service areas, Services Office.

Ability to develop, retain, interpret, and apply comprehensive knowledge of university enrollment requirements, policies, and procedures.

Knowledge of student services programs outside of Planning, Enrollment Management, and Student Affairs.

Ability to advise students on complex student-related matters such as disqualification and financial aid.

Strong organizational skills and ability to plan, coordinate, and initiate actions necessary to implement administrative or group decisions or recommendations.

Excellent written and verbal communication skills in English.

Ability to work with student information systems (at an advanced level), imaged document systems, degree audit software, instant messaging, e-mail, web-based information resources, and MS Office application.

Satisfactory completion of a background check (including LiveScan, as appropriate), that may include, but is not limited to: criminal records check, verification of academic credentials, licenses, certificates, credit history, professional references and/or verification of work history is required for employment. All background checks are conducted through the university's third party vendor, Accurate. LiveScan is conducted through the University Police Department.

All university programs and activities are open and available to all regardless of race, sex, color, ethnicity or national origin. Consistent with California law and federal civil rights laws, Cal State, East Bay provides equal opportunity in education and employment without unlawful discrimination or preferential treatment based on race, sex, color, ethnicity, or national origin. Our commitment to equal opportunity means ensuring that every student and employee has access to the resources and support they need to thrive and succeed in a university environment and in their communities. The CSU complies with Title VI of the Civil Rights Act of1964, Title IX of the Education Amendments of 1972, the Americans with Disabilities Act (ADA), Section 504 of the Rehabilitation Act, the California Equity in Higher Education Act, California’s Proposition 209 (Art. I, Section 31 of the California Constitution), other applicable state and federal anti-discrimination laws, and CSU’s Nondiscrimination Policy. We prohibit discriminatorypreferential treatment, segregation based on race or any other protected status, and all forms of discrimination, harassment, and retaliation in all university programs, policies, and practices.

All California State University campuses, including Cal State East Bay, are smoke and tobacco-free. For more information, please visit our website here.
In compliance with state and federal crime awareness and campus security legislation, including The Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act, the Cal State East Bay Annual Campus Security Report is available here.

The incumbent in this position may be considered a mandated reporter under the California Child Abuse and Neglect Reporting Act and will be required to comply with requirements set forth in the CSU Executive Order 1083 as a condition of employment.

Learn more about working at the California State University and the impact of our mission.
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