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Client Services Assistant (Administrative Support Assistant II), Financial Aid

Apply now Job no: 540136
Work type: Staff
Location: San Bernardino - San Bernardino Campus
Categories: Unit 7 - CSUEU - Clerical and Administrative Support Services, Administrative, Probationary, Full Time, On-site (work in-person at business location)

Job Summary:

The Client Services Assistant is responsible for the day-to-day customer service functions of the

Office of Financial Aid and Scholarships customer service area. This is the first line of contact to the office and includes assisting prospective, new, and current students in all aspects of financial aid processing. This position provides convenient and thorough support and care through a variety of service channels including walk-in, phone, email, chat, and virtual meetings. The Client Services Assistant must possess an understanding of federal, state, and institutional policies and procedures in order to accurately guide students through financial aid, scholarship, and loan processes. The Client Services Assistant will apply guidelines of the Family Education Rights and Privacy Act (FERPA) to analyze and interpret student inquiries. The Client Service Assistant supports the processing unit with moderate to complex clerical and general office duties which support the building of student files. This position answers telephones, files documents, and responds to basic inquiries from the campus.

Duties and Responsibilities:

Client Services/Customer Service

  • Provides basic customer service and serves as an initial point of contact in Financial Aid and Scholarships. The initial preparation provided by this position reduces the number of students who must see an advisor and/or better prepares the student for a more productive meeting.
  • Provides lead work direction to the client services student peer advisor team with guidance, questions, training.
  • Work closely with the Client Services Advisor to support the day-to-day operations of the front counter service area.
  • Foster a friendly, supportive, and welcoming environment for students, families, and internal & external customers.
  • Assist students and families in the use of technology to obtain information and submit applications, including but not limited to, Federal and State aid applications, online student loan processes, information updates and changes.
  • Assist students regarding the financial aid appeal procedures, including satisfactory academic progress, and to request a re-evaluation of eligibility due to special or unusual circumstances.
  • Maintaining student files and records for scanning
  • Processing of various documents and records for financial aid file
  • Ensure documents are scanned in OnBase for staff and students.
  • Processing incoming mail from the general public.
  • Answering phones and routing to the appropriate person, if needed.

Document Review and Processing

  • Receive and conduct preliminary review of financial aid forms, appeals, applications, and supporting documentation submitted by students for accuracy, consistency, and continued eligibility; follow up for missing and/or incomplete information.
  • Receive and carefully review financial aid forms and supporting documents submitted by students & parents for accuracy and completeness. Request appropriate follow-up or corrections as necessary.
  • Accept and route applications and supplemental requests for a variety of student financial aid programs including federal, state, and institutional aid.

Office Support

  • Support work as needed throughout the Financial Aid and Scholarship team with ad-hoc projects or activities as assigned by the Financial Aid Leadership team.
  • Participate in ongoing departmental training and cross-training activities to ensure an understanding of the universities programs, policies and procedures, and resources and services available to students.
  • Other Classification Related Duties as Assigned

Minimum Qualifications: Required Education and Experience

  • High School diploma or its equivalent AND two years of experience in general office clerical or secretarial work or the equivalent.

Required Qualifications

  • Experience to be proficient in performing most or all work assignments.
  • General working knowledge of applicable university infrastructure, policies, and procedures.
  • Thorough knowledge of office methods, procedures, and practices. 
  • Fluency in using standard office software packages. 
  • Thorough knowledge of English grammar, punctuation, and spelling. 
  • Ability to learn, interpret independently, and apply a variety of complex policies and procedures.
  • Able to identify deviations from applicable policies. 
  • Ability to apply independent judgment, discretion, and initiative to address problems and develop practical, thorough and, at times, creative solutions. 
  • Ability to perform standard arithmetic functions of a transactional nature, including tracking and comparing data. 
  • Work often involves front line contacts with a variety of campus and community individuals requiring active problem solving and effective interpersonal skills.
  • Demonstrated competence in effectively presenting standard information in writing. 
  • Demonstrated competence in understanding, interpreting, and communicating procedures, policies,  information, ideas, and instructions.

Preferred Qualifications

  • Financial aid customer service experience
  • Ability to work collaboratively and communicate effectively in a team environment.
  • Ability to learn and work in a fast-paced environment.

Compensation and Benefits:

Anticipated Hiring Range: $3,505 per month

Classification Salary Range: $3,505 - $ 5159 per month

The salary offered will take into account internal equity and experience among other factors.

The CSU system provides a comprehensive benefit package that includes medical, dental and vision plans, membership in the California Public Employees Retirement System (CalPERS), sick and vacation time, and 15 paid holidays a year. Eligible employees are also able to participate in the fee waiver education program. A summary of benefit information can be found here.

Position Information:

Work status: Full-time/Non-Exempt/Probationary  

Academic year schedule: 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.

The application deadline is: June 13, 2024

As of January 1, 2022, the CSU Out-of-State Employment Policy prohibits the hiring of employees to perform CSU-related work outside the state of California.

California State University, San Bernardino in not a sponsoring agency for staff or management positions (i.e. H1-B Visas)

Conditions of Employment

Background Check

Satisfactory completion of a background check (including a criminal records check) is required for employment.  CSU will make a conditional offer of employment, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information.  Failure to satisfactorily complete the background check may affect the continued employment of a current CSU employee who was conditionally offered the position.

Mandated Reporter

The person holding this position is considered a `mandated reporter' under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.

I-9

CSUSB hires only individuals lawfully authorized to work in the United States. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.  See Form I-9 Acceptable Documents at https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents.

Statement of Commitment to Diversity

In our commitment to the furthering of knowledge and fulfilling our educational mission, California State University, San Bernardino seeks a campus climate that welcomes, celebrates, and promotes respect for the entire variety of human experience. We welcome people from all backgrounds, and we seek to include knowledge and values from many cultures in the curriculum and extra-curricular life of the campus community. We will create, promote, and maintain activities and programs that further our understanding of individual and group diversity. We will also develop and communicate policies and promote values that discourage intolerance and discrimination.

California State University, San Bernardino is proud to be an Affirmative Action/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, gender expression, sexual orientation, socioeconomic status, genetic information, medical condition, disability, marital status, protected military or veteran status, or any other status protected by applicable law. This position adheres to CSU policies against Sex Discrimination, Sexual Harassment, and Sexual Violence, including Domestic Violence, Dating Violence, and Stalking. This requires completion of Sexual Violence Prevention Training within 6 months of assuming employment and on a two-year basis thereafter. (Executive Order 1096) For more information about Diversity & Inclusion at CSUSB, please visit https://www.csusb.edu/human-resources/diversity-inclusion

Closing Statement:

Reasonable Accommodation

We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact CSUSB Benefits at benefits@csusb.edu.

Smoking

CSUSB is a smoke and tobacco-free campus.  See policy at  https://calstate.policystat.com/policy/6591951/latest/.

Clery Act

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, California Education Code section 67380, and the Higher Education Opportunity Act (HEOA), the Cal State San Bernardino Annual Security and Fire Safety Report is available at: https://www.csusb.edu/clery-act

Advertised: Pacific Daylight Time
Applications close: Pacific Daylight Time

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