Job Requisition Number: 27000. Cal Student Central (CSC) reports to the Financial Aid and Scholarships Office and provides advising and assistance for students who have questions related to financial aid and scholarships, student billing, registration, transcripts, veteran’s services, residency, and receives documentation on behalf of those services.
•Manages operations of the Cal Student Central, made up of professional career staff, contract staff members, and student workers implementing the highest level of customer service. •Utilizes best practices in collaboration with other managers in Office of the Registrar, Billing and Payment Services, Financial Aid and Scholarships, University Health Services, Admissions, Student Information Services, and Graduate Division to optimize operations and resources. •Aligns goals of the department and division to the management of team and supports departmental implementation of strategic planning initiatives, including those related to outreach and student engagement. •Develops and monitors appropriate metrics and quantitative and qualitative performance measures. •Addresses and resolves issues escalated by subordinate staff or referred by leadership. •Develops interprets and implements the registration and matriculation service offerings of Cal Student Central for the entire campus ensuring delivery of quality customer service to all Berkeley students (both graduate and undergraduate, summer visitors and regular terms) in person, on the phone and on line. •Interprets federal and state regulations and campus policies to ensure the Unit’s services provided are in compliance. •Administers student services programs. •Works as the direct liaison between Cal Student Central and partner offices (Office of the Registrar, Billing and Payment Services, Financial Aid and Scholarships, and Undergraduate Admission) as well as service partners (Business Operations, Information Technology, Communications) to ensure service delivery. •Troubleshoots global unit operational issues and resolves all departmental service issues through direct reports or in person as necessary.
SUPERVISION: •Provides direction to subordinate supervisors and/or staff. •Makes decisions on performance, salary actions, hiring, and other human resources related issues of managed staff. •Conducts regular check-ins with direct reports and entire CSC team to share updates and provide learning opportunities by reviewing challenging cases and changes to policies. •Creates documentation and training tools for the unit as needed to help facilitate changes or updates to administrative/matriculation or service needs •Ensures that team members meet service-level agreements established with partner offices. •Participates in the development of policy and strategies for recruitment and retention of students through student support functions. •Participates in the conception, development, and implementation of communication and outreach functions.
CAL STUDENT CENTRAL STRATEGIC PLANNING & ANALYSIS: •Manages institutional research and analysis for functional area. •Participates in interpreting complex historical data and forecasts. •Based on quantitative and qualitative data collected on a daily basis, evaluates the effectiveness of advising in Cal Student Central recommends and makes changes to the program to provide better service to organizational management, faculty, and students, staff, and parents. •Recognizes strategic, compliance and operational issues that have campus impact or future implications on Cal Student Central’s work by serving as a member of the Student Affairs Divisional Cabinet, and on division-wide working and planning groups, as well as convening working groups with partner office representation, and advises the managed employees accordingly. •Provides weekly reports to A&E Directors. •Participates in planning and utilization of staff and communication resources to determine the most effective distribution of staff and resources to align with University goals. •Plans, develops, and administers the Cal Student Central budget for the organization. •Represents the Cal Student Central Unit to the campus community and relevant external constituencies, such as Salesforce and QLess, as well as campus offices with outside partner triads such as University Health Service, Letters and Sciences, and the Educational Opportunity Program. •Develops a professional development plan and participates in development activities, such as attending classes, joining organizations, working on special projects, and serving on departmental or campus-wide committees, in order to enhance expertise in job areas.•Advanced knowledge of advising and counseling techniques as well as experience with active listening, negotiation, problem solving, organizing, multitasking, written and verbal communication. •Knowledge of University-specific computer application programs such as PeopleSoft Campus Solution, the Berkeley Financial System (BFS), SLATE, Salesforce, QLess, and knowledge of University and departmental principles and procedures evaluating risks as to likelihood and consequences. •Skills in monitoring/assessing people, processes and services using quantitative and qualitative data to make improvements. •Skills in project management, social perceptiveness to be aware of others' reactions and understanding why they react as they do. •Ability to develop and maintain positive working relationships with staff on a broad range of levels. •Ability to develop original ideas to solve problems using, persuasion and leadership. •Ability to hire, train, motivate, and manage a large direct customer service staff.
Education/Training: •Bachelor's degree in related area and/or equivalent years experience.
The University of California was chartered in 1868 and its flagship campus - envisioned as a "City of Learning" - was established at Berkeley, on San Francisco Bay. Today the world's premier public university and a wellspring of innovation, UC Berkeley occupies a 1,232 acre campus with a sylvan 178-acre central core. From this home its academic community makes key contributions to the economic and social well-being of the Bay Area, California, and the nation.