Student Services Advisor 2

Company: University of California
Location: Santa Barbara
Posted on: November 19, 2021

Job Description:

Position Information

Payroll Title: Student Services Advisor 2

Job Code: 4574

Job Open Date: 11/09/2021

Primary Consideration Date for Open Until Filled: 11/29/2021

Department Code-Name: SUMS - Summer Session

Percentage of Time: 100%

Collective Bargaining Unit (CBU): 99-Non Represented

Grade Type/Grade: 18

FLSA Exemption Status: Non-Exempt

Work Location: SAASB 2214

Pay Rate/Range: $23.66 - $26.82

Days/Hours: Monday - Friday / 8:00 am - 5:00 pm

Benefits Eligibility: Full Benefits

Department Marketing Statement

Summer Sessions makes it possible for students to get a head start and to make progress toward their degree year-round, with financial aid and housing available. Each year we welcome over 9,000 students to UC Santa Barbara for Summer Sessions. Summer Sessions offers over 600 courses, including online courses, and works with faculty and departments to develop unique learning experiences in special courses and programs well suited to the summer term.

Benefits of Belonging

Working at UC means being part of this vibrant institution that shines a light on what is possible. People make UC great, and UC recognizes your contributions by making this a great place to work. Excellent retirement and health are just one of the rewards. Learn more about the benefits of working at UC

Brief Summary of Job Duties

Under the general supervision of the Student Services Manager, the Student Services Advisor uses professional concepts and practices to support and advise new, continuing, and returning UCSB students, and visiting high school students regarding Summer Sessions' programs, courses, policies, deadlines, and fees. Serves as a primary point of contact for phone inquiries, email inquiries, and in-person visitors, and triages registration and fee issues in collaboration with BARC, Financial Aid, Office of the Registrar, College Advising offices, and academic departments. Assists with Summer Sessions outreach, promotion, and training, review of summer program applications, and maintenance of student records.

Required Qualifications

* Bachelor's degree and/or equivalent experience in academic advising or customer service related fields.

* Ability to understand and inform students about campus policies, procedures, and requirements.

* Basic knowledge of working with a diverse student population, and sensitivity to culture, race, ethnicity, gender identity, sexual orientation, and socio-economic status.

* Strong interpersonal skills, with a proven ability to communicate professionally and effectively, both verbally and in writing.

* Skills in problem solving, judgment, and decision-making.

* Solid organizational skills and proven detail orientation.

* Basic knowledge of the UC system, student information systems, and Summer Sessions operations.

* Working knowledge of campus policies, procedures, and requirements.

* Ability to interpret and advise students regarding campus policies, procedures, and requirements.

* Working knowledge of Customer Relationship Management (CRM) systems, particularly Salesforce and Zendesk.

* Highly developed organizational skills and detail orientation.

Special Conditions of Employment

* Satisfactory conviction history background check.* No extended vacations may be taken during spring or while programs are in session. Must work occasional weekend and/or evening hours while programs are in session, as needed.* UCSB is a Tobacco-Free environment.

Special Instructions

For full consideration, please include a resume and a cover letter as part of your application.

Job Functions/Percentage of Time/Duties

50% Student Advising and Customer Service

Provides various constituents with information specific to the Summer term. Responsibilities include but are not limited to:

* Develops and maintains a comprehensive understanding of Summer Sessions course offerings, academic programs, initiatives, and financial incentives in order to effectively address a range of questions.

* Provides timely response to telephone, email, and in-person inquiries from students, parents, staff, faculty, and the community regarding Summer Sessions academic programs, courses, policies, and procedures.

* Analyzes student issues in the context of related policies and procedures governing academic practices to determine a resolution and/or appropriate referral.

* Maintains expertise in administrative processes for student schedule alterations, add/drop requests, cancellations and withdrawals, refund petitions and appeals processes in conjunction with the appropriate academic college, division, or department.

* Maintains a working knowledge of campus resources, and refers students to academic and non-academic resources as appropriate.

* Maintains a working knowledge of FERPA and other regulations governing the privacy and security of student records, and protects against inappropriate disclosure of confidential information contained in student records when interacting with UCSB staff, students, parents, and the general public.

* Reviews applications for Summer Sessions and summer academic programs. Approves applications, troubleshoots, and responds to related inquiries in a timely manner.

* Demonstrates mastery of academic program details and ability to communicate those effectively with students, using a multi-channel approach.

* Assists with hiring, training, and delegating duties to Summer Sessions student assistants as requested.

* Exercises professional judgment, discretion, confidentiality, and sensitivity in all communications.

15% Course Scheduling and Enrollment Support

Analyzes summer curriculum and supports course scheduling and enrollment in the following ways:

* Reviews and analyzes student petition submissions to determine a resolution and/or appropriate referral.

* Analyzes student BARC accounts to identify problems or inconsistencies, and recommends solutions.

* Reviews, analyzes, and adjusts student registration records and BARC records within the Student Information System (SIS).

* Advises students, academic staff, and parents on applicable policies and procedures in challenging or unusual circumstances.

* Educates students on financial aid and incentive opportunities unique to summer. Plays a key role with scholarship award processes and disbursal paperwork.

* Schedules all summer program-specific, credit-bearing courses in the Registrar's system, prepares and submits scheduling proofs for courses offered to the Registrar's office in accordance with deadlines, enters faculty and TA names into Registrar's system (STAR).

* Based on established criteria specific to individual programs, identifies summer term courses that are appropriate for college and pre-college students, prepares course list and provides revised or updated lists as needed.

* Coordinates and oversees multi-stage course enrollment process for Summer Sessions academic programs. Responsibilities include but are not limited to maintaining student records during the enrollment process, tracking prerequisite completion, and generating reports as needed.

15% Process Documentation & Evaluation

Supports continuity and improvement of customer service in the following ways:

* Maintains accurate records of forms, requests, policies, and processes.

* Participates in development of program, course, and student surveys. As requested, participates in review and analysis of surveys.

* Participates in post-program debriefs and analysis with Program Directors, Summer Session staff and key affiliated units as appropriate, makes recommendations for improvements, and implements changes relevant to areas of responsibilities.

* Contributes to the assessment and update of online application content, recruitment strategies, and provides content to relevant pages on the Summer Sessions website.

* Represents the Summer Sessions office in the annual review of forms and processes with relevant academic and administrative departments. Informs Summer Sessions staff of changes in the Registrar, College and/or BARC offices that may affect Summer Sessions policy and procedures.

* Creates and maintains updated documentation of relevant Student Services Procedures and training materials for internal processes.

* Compiles and reviews data regarding student satisfaction with level of support received. Provides suggestions for improving the student experience.

* Assists with development and implementation of new office procedures and workflows that promote service and efficient use of resources.

* Under the guidance of the Assistant Director of Summer Sessions, oversees departmental ESCI survey distribution and collection process.

15% Student Outreach and Recruitment

Participates in outreach efforts and assists in preparation of recruitment materials in the following ways:

* Represents Summer Sessions by tabling at high-traffic areas around campus leading up to and during Summer registration.

* Represents Summer Sessions at campus tabling and outreach events, including but not limited to Open House, Gaucho Transfer Fridays, incoming student orientations, and Parents & Family Weekend.

* As assigned, represents Summer Sessions at outreach events such as fairs, conferences, and Chancellor's Receptions to promote Summer offerings.

* Advises on effectiveness of Summer publications, collateral, and web presence in the context of student interactions and informational inquiries.
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Keywords: University of California, Santa Barbara , Student Services Advisor 2, Other , Santa Barbara, California