Student Account Advisor

Filing Deadline: Wed 4/3/2024

This is a two (2) year 100% Contract position. This appointment may be extended or converted to career status based on the needs and funding of the department.

DESCRIPTION

JOIN OUR DYNAMIC TEAM!

This is an exceptional opportunity to do innovative work that means more to you and those we serve at UC San Diego. Recognized as one of the top 15 research universities worldwide, our culture of collaboration sparks discoveries that advance society and drive economic impact. Are you passionate about making a difference? Do you thrive in a fast-paced environment where innovation is encouraged? We're seeking talented individuals to join our team and help shape the future!

With opportunities for growth and development, along with a supportive work culture, we offer an environment where your skills and ideas can flourish. If you're ready to be part of something meaningful and impactful, apply now and embark on a rewarding career journey with us.

Join us in creating a brighter tomorrow. Your next career move starts here!

POSITION OVERVIEW

Incumbent serves as Student Account Advisor within Student Financial Solutions (SFS) - a multi-divisional unit of Business and Financial Services (BFS). SFS serves as the central point of contact for student inquiries related to billing, payments, refunds, scholarships, campus ID card, loans, student accounts, and general information related to campus partners such as Financial Aid, Housing, and Registrar. SFS handles over 40K inquiries annually.

The Student Account Advisor delivers front line counseling and direct client support to students, parents, and campus partners via a customer relationship management (CRM) platform, a cloud call center, and in-person. This position provides holistic information and services related to billing, financial aid refunds, direct deposit, scholarships, private loan checks ($50M annually), payment plan, and other student account areas. Incumbent independently troubleshoots and resolves complex issues that may intersect with several departments. Serves in work lead capacity for student employees and in back-up capacity for other team members. Participates in coordinating the design and delivery training for new and temporary staff and student employees. Recommends ongoing process improvement and fully participates in initiatives aimed at improving the student experience.

You are encouraged to review additional information about our organization:

https://sfs.ucsd.edu/

Benefits: http://blink.ucsd.edu/HR/benefits/work-life/health.html

QUALIFICATIONS

• Strong knowledge of financial data management and reporting systems.

• Experience providing coaching and mentoring to support staff.

• Demonstrated experience working with a Customer Relationship Management tool/software. e.g. Salesforce, Service Now, etc, and cloud call center solutions.

• Demonstrated experience in working with financial ledgers, performing fund reconciliation and meeting required federal and state requirements.

• Demonstrated experience in counseling including the ability to manage and resolve conflict situations and the ability to maintain impartiality and composure when confronted by hostility or indifference.

• Ability to use varied computer interface systems and software programs; comprehensive knowledge of sophisticated billing system.

• Ability to analyze data to provide statistical analysis and recommendations for process improvement; including the ability to present related results to management.

• Working knowledge of generally accepted accounting, fiscal and reporting principles. Demonstrated in-depth knowledge of accounting principles theory and practice.

• Proficient in Microsoft applications including Word, Excel, Access or similar software related to problem solving and systems development.

• Demonstrated customer service experience and ability to coordinate and work with others to accomplish assigned tasks.

SPECIAL CONDITIONS

• Must pass a background check.

• Occasional evenings and weekends may be required.

• Overtime may be required.

Pay Transparency Act

Annual Full Pay Range: $56,700 - $97,500 (will be prorated if the appointment percentage is less than 100%)

Hourly Equivalent: $27.16 - $46.70

Factors in determining the appropriate compensation for a role include experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. The Hiring Pay Scale referenced in the job posting is the budgeted salary or hourly range that the University reasonably expects to pay for this position. The Annual Full Pay Range may be broader than what the University anticipates to pay for this position, based on internal equity, budget, and collective bargaining agreements (when applicable).

To foster the best possible working and learning environment, UC San Diego strives to cultivate a rich and diverse environment, inclusive and supportive of all students, faculty, staff and visitors. For more information, please visit UC San Diego Principles of Community.

The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity or sexual orientation. For the complete University of California nondiscrimination and affirmative action policy see: http://www-hr.ucsd.edu/saa/nondiscr.html

UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information.