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Coordinator of Front Line Services

Employer
Cal Poly Humboldt
Location
California, United States
Salary
Salary Not specified
Date posted
Aug 15, 2022

View more

Position Type
Administrative, Student Affairs, Financial Aid
Employment Level
Administrative
Employment Type
Full Time


Coordinator of Front Line Services

Job no: 515227
Work type: Staff
Location: Humboldt
Categories: Unit 4 - APC - Academic Professionals of California, Probationary, Full Time, Student Services





Coordinator of Front-Line Services

Financial Aid Office
Job #515227


(Internal & CSU-wide APC Employees Only)
Close Date: Friday, August 26, 2022

(Job #515227) Student Services Professional III, Coordinator of Front-Line Services, $4,691-6,683 monthly. Appointments are typically made at the beginning of the salary range. Salary is commensurate with qualifications and experience. This is a full-time, benefited, exempt, 12-month pay plan, permanent position with a one-year probationary period in the Financial Aid Office. This position comes with a premium benefits package that includes outstanding vacation, medical, dental, and vision plans, life insurance, voluntary pre-tax health and dependent care reimbursement accounts, a fee waiver education program, membership in the California Public Employees Retirement System (PERS), and 14 paid holidays per year. Additional benefits information can be found at https://hraps.humboldt.edu/employee-benefits. Please note that this is an internal recruitment open only to active, stateside, staff Cal Poly Humboldt Employees and CSU-wide APC employees.

Now is an exciting time to join the Financial Aid Office as we transition to Cal Poly Humboldt! Cal Poly Humboldt has been named the state's third polytechnic institution and the first in Northern California. Backed by a historic state investment, we're adding in-demand new academic programs, building new facilities, and growing our enrollment. Cal Poly Humboldt is a Hispanic-Serving Institution that strives to foster an inclusive and equitable community to support our students of diverse backgrounds. We are committed to achieving the goals of equal opportunity and endeavors to employ faculty and staff of the highest quality committed to working in a multicultural and multiracial community that reflects the diversity of the state. Additional information about Cal Poly Humboldt can be found at www.humboldt.edu.

Cal Poly Humboldt sits on the traditional homelands of the Wiyot people in what is currently called Arcata, CA. The Wiyot people call the area Goudi'ni (over in the woods). Cal Poly Humboldt was the first campus in the California State University system to offer a stand-alone major in Native American Studies.

Cal Poly Humboldt is committed to enriching its educational environment and its culture through the diversity of its staff, faculty, and administration. Persons with interest and experience in helping organizations set and achieve goals relative to diversity and inclusion are especially encouraged to apply.

Position Summary:

The Coordinator of Front-Line Services reports to the Assistant Director of Student Services, while working closely with Director, the Coordinator of Counseling and Eligibility and the Lead Systems Analyst, as well as members of the Student Financial Services Office, Admissions, Registrar, Advising, and other units to develop and implement processes to accomplish the goals and philosophy of the Division of Enrollment Management

The Coordinator leads the Front-Line services team members, including professional staff and student assistants, in providing excellent customer service to current and prospective students and families, in person as well as by phone, fax and email. The coordinator revises and updates policies and procedures relating to front line service, customer service, and document tracking, as well as provides continuous training to new and continuing professional staff and student assistants.

Key Responsibilities:

60% - Coordination and Lead Oversight of the FA Front Line Services team
  • Coordinate and lead the front line services team, consisting of both professional staff and student assistants, responsible for all customer services to student and other clients, including via phone, email, in person and other developing technologies
  • Reviewing procedures and forms to comply with various state and federal regulations, and to assist staff in providing a high level of service
  • Scheduling and providing lead oversight over staff members and student assistants at the front counter and phones
  • Overseeing an ongoing training program to reflect changes in financial aid policies and regulations, as well as internal changes in handling of work duties
  • Establishing priorities to ensure a high level of customer service
  • Assessing staffing needs and participating in the hiring of Student Assistants
  • Scheduling student assistant hours and tracking time to stay within annual student assistant budget
  • Serves as senior level resource to Financial Aid Specialists and Student Assistants to resolve complex financial aid questions and problems
  • Coordinating regular meetings with Specialists and student assistants
  • Hiring, training and scheduling a diverse staff of professionals and student assistants in a customer service environment
  • Working directly with students, both individually and in groups, in solving problems and planning a strategy for success in achieving academic goals
  • Regularly communicating updates and changes to all specialists and student assistants

    Senior Financial Aid Counselor- 35%
  • Counseling and advising students, both one on one and in group settings, on complex financial aid issues
  • Interpreting application results and providing information on eligibility and ineligibility for various aid programs
  • Proactively addressing questions and concerns from students and parents, and facilitating the use of appropriate alternatives
  • Provide complex advising and counseling to groups of students in regards to loan indebtedness budgeting and loan repayment options
  • Conveying complex information to aid recipients regarding qualitative and quantitative satisfactory progress requirements for maintaining aid eligibility
  • Resolving complex issues with students' eligibility, awards, loans, disbursements, etc
  • Oversee and coordinate specific programmatic projects relating to student eligibility for federal, state, and institutional programs

    Leadership - 5%
  • Collaborates with Director, Associate Director, Coordinator of Counseling and Eligibility, and Lead Systems Analyst in providing leadership to the Financial Aid Office, including assessing changes in state and federal regulations and local policy and determining how to apply those changes to current processes

    Knowledge, Skills, and Abilities Associated with this Position Include:

  • A thorough knowledge of Federal Financial Aid rules and regulations, including Consumer Information, Loan Eligibility and Default Management, and best practices in awarding and disbursing federal aid
  • A thorough understanding of a large volume of highly complex and changing technical written and verbal instructions, regulations, policies, procedures and guidelines regarding financial aid and all aspects of the University and community that relate to financial aid.
  • Ability to interpret and apply new or changed regulations to existing office procedures and policies.
  • An ability to adapt to constant changes and make professional decisions in areas where precedents may not exist; to apply independently a wide variety of policies and procedures where specific guidelines may not exist.
  • Excellent communication skills, and a knowledge of current best practices in communicating with students through email, text and other messaging

  • A thorough knowledge of various state and federal regulations, as well as University policy and strategic objectives. Ability to adapt to new strategic objectives.
  • An understanding of office procedures and of the functional and organizational structure of the office, as well as the larger functions and goals of Enrollment Management and Student Affairs
  • A thorough knowledge of spreadsheet programs, in particular Excel, word processing programs, including Microsoft Word
  • Thorough knowledge of PeopleSoft
  • An ability to work independently
  • An ability to analyze problems and recommend solutions.
  • An ability to develop highly complex procedures and policies for an entire operational staff to follow.
  • An ability to perform complex assignments under the pressure of pending deadlines and rapidly changing circumstances.
  • An ability to maintain confidentiality and adhere to university security guidelines.

    Minimum Qualifications: Equivalent to graduation from a four-year college or university. Minimum of three years of experience in Financial Aid.

    Preferred Qualifications:
  • Demonstrated ability to provide leadership in a team environment
  • Experience must include increased levels of professional responsibility and involvement in the delivery of financial aid programs to students, i.e., development of written procedures to comply with federal and state laws and regulations, as well as system, university and division policies
  • Experience with the use of integrated software for financial aid programs
  • Knowledge of the National Student Loan Database and other US Department of Ed systems and websites
  • Ability to analyze problems and support office needs
  • Ability to use initiative and resourcefulness in planning work assignments using good judgment and attention to detail
  • Ability to set priorities and deadlines, ensure projects are completed, and respond to questions/problems in a timely manner, organize resources to meet program goals, reason logically, evaluate complex data and recommend effective courses of action
  • Ability to interpret and apply program rules and regulations, and recommend program improvement
  • Experience understanding the needs of diverse populations
  • Demonstrated knowledge of counseling/advising techniques and standards and practices of student services, within institutions of higher education

Application Procedure: To apply, qualified candidates must electronically submit the following materials via PageUp:
  • Letter of Interest
  • Resume or Curriculum Vitae
  • Contact information for at least three professional references

Application Deadline: The deadline to submit application materials is 11:59 p.m. on Friday, August 26, 2022.

Any inquiries about this recruitment can be directed to careers@humboldt.edu or Cal Poly Humboldt's Human Resources Office at (707) 826-3626.

Working in the state of California is a condition of employment for this position. Even if part or all of an employee's assignment can be performed remotely, the employee must maintain a permanent residence in the state of California. The employee must be able to accept on-campus work assignment, as assigned, and come to campus when needed.

CSU requires faculty, staff, and students who are accessing campus facilities to be immunized against COVID-19 or declare a medical or religious exemption from doing so. Any candidates advanced in a currently open search process should be prepared to comply with this requirement. The systemwide policy can be found at https://calstate.policystat.com/policy/9779821/latest/ and questions may be sent to hr@campus.edu.

Cal Poly Humboldt hires only individuals lawfully authorized to work in the United States. 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 Poly Humboldt Annual Security Report is available at: https://clery.humboldt.edu/content/annual-security-reports.

CAL POLY HUMBOLDT IS NOT A SPONSORING AGENCY FOR STAFF OR MANAGEMENT POSITIONS (e.g. H1-B VISAS)

Evidence of required degree(s), certification(s), or license(s) is required prior to the appointment date. Satisfactory completion of a background check (including a criminal records check, employment verification, and education verification) is required for employment. Cal Poly Humboldt will issue a contingent off of employment to the selected candidate, which may be rescinded if the background check reveals disqualifying information, and/or if it is discovered that the candidate knowingly withheld or falsified information. Certain positions may also require a credit check, motor vehicle report, and/or fingerprinting through Live Scan service. Failure to satisfactorily complete or adverse findings from a background check may affect the employment status of candidates or continued employment of current CSU employees who are being considered for the position.

Cal Poly Humboldt is committed to achieving the goals of equal opportunity and endeavors to employ faculty and staff of the highest quality reflecting the ethnic and cultural diversity of the state. Additional information about Cal Poly Humboldt can be found at www.humboldt.edu.

Cal Poly Humboldt is a Title IX/Affirmative Action/Equal Opportunity employer. We consider qualified applicants for employment without regard to race, religion, color, national origin, ancestry, age, sex, gender, gender identity, gender expression, sexual orientation, genetic information, medical condition, disability, marital status, protected veteran status, or any other legally protected status. Mandated Reporting: This position may be 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.

Additionally, all CSU staff and faculty receive training annually on their obligations in responding to and reporting incidents of sexual harassment and sexual violence. You will be notified by email when you are required to take this mandated training.

Class Code:3084
Publication Date: August 11, 2022







Advertised: 11 Aug 2022 Pacific Daylight Time
Application Closes: 26 Aug 2022 Pacific Daylight Time

To apply, visit https://careers.humboldt.edu/hm/en-us/job/515227/coordinator-of-front-line-services

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