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About CSUF
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Standing on 241 acres in the heart of Southern California, the University was founded in 1957 and has grown into a population of over 40,000 students. As Titans, we believe that diverse perspectives deepen our understanding. We are committed to giving students the support they need to graduate, while responding to California’s revolving work force needs. At Cal State Fullerton we strive for continual improvement of students, staff, faculty, and administrators through orientations, training programs, and professional development opportunities. As part of the Titan Community, you have access to many campus facilities and services including but not limited to the Grand Central Art Center in Santa Ana, the Arboretum and Botanical Garden at Cal State Fullerton, cultural events and performances in the Clayes Performing Arts Center, Cal State Fullerton Athletics sports events, Titan Recreation Center, and the Employee Wellness Program.
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Job Summary
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It is an exciting time to join Cal State Fullerton as we are an in demand comprehensive University that is driven to shape the future of education and foster a vibrant community of diverse students, faculty, staff, and administrators who uphold values of inclusive excellence, free speech, and an environment free from discrimination. We are continuously seeking individuals from various career disciplines that share the University’s mission and core values. We warmly welcome you to consider joining the Titan Community where minds expand and opportunities flourish.
About the Position:
The Office of Financial Aid is available to remove the cost of barriers that may prevent individuals from pursuing their educational goals. We seek an exceptional individual to join our team as the Director, Titan Hub (Administrator II). The ideal candidate in this role should have a positive attitude, an active, energetic mind, and a leadership style that is characterized by highly ethical practices and a commitment to diversity, openness, flexibility, integrity, and kindness.
The Director of the Titan Hub (TH) reports to the Assistant Vice President of Student Services and is a member of the leadership team along with the Director of Financial Aid Office and Associate Director of the Scholarships Office. The Director is collaborative and innovative in being responsible for representing the following functional areas with student services: Financial Aid, Admissions, Student Business Services, Scholarships Office, Registrar, and Dean of Students Office. The Director plans, organizes, and manages all student services, client services escalations, compliance issues, policies and procedures, and campus partnerships, consistent with the university mission and strategic plan, and in a student-centered manner. The Director has the responsibility of providing leadership and oversight for staff in support of the daily operations of a comprehensive student services delivery system. The position provides strategic direction and guidance in promoting a culture of service excellence and leads process improvement initiatives as well as data collection, management, execution. Manages all Titan Hub services for effectiveness and efficiency and evaluates service improvements to meet the needs of 43,000 students and support university priorities. Directs all student services and communication for all six offices represented in the Titan Hub (Financial Aid, Admissions, Student Business Services, Scholarships Office, Registrar, and Dean of Students Office) across various platforms and modalities. Manages all Titan Hub professional and student staff and communicates clearly and consistently providing regular feedback, supervision, evaluation, team building, staff training, and promoting staff morale. Ensures the office is aligned with the university strategic plan, mission, and goals for institutional effectiveness and student success and collaborates with other university offices to support access, retention, and degree completion, eliminating equity gaps. Directs compliance activities and ensures federal, state, and institutional regulations are met as well as ensure policies and procedures for all six areas represented in the Titan Hub are in place and followed. Provides data driven recommendations for improved student services and implements improvements to meet the goal of serving up to 90% of all student service inquires in the Titan Hub. Directs Titan Hub operational calendar and all activities within the six offices represented in the Titan Hub as well as the larger campus community. Directs the day-to-day operation of the Titan Hub and indirectly leads staff from other student services areas represented by the Titan Hub, in conjunction with supervisors from respective areas in support of student success. Other duties as assigned.
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Essential Qualifications
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The successful candidate must have a bachelor’s degree and a minimum of four years of progressively responsible university experience, including at least one to two years of supervisory experience in a complex organization or office. Several of these years must be in Financial Aid. Excellent analytical, written, oral, and interpersonal communication skills are required. A background that includes organizational development, data management and use of associated computer systems, public relations and staff supervision is essential. Knowledge of need analysis, professional judgment, and federal and state Financial Aid programs is required. The Titan Hub director reports to the Assistant Vice President and is a member of the Student Affairs leadership team (three managers and seven assistant directors) who lead the daily activities of the office. The successful candidate must be able to relate effectively with students and parents and work well with all campus departments. They must have an outstanding aptitude to anticipate and analyze problems and make appropriate judgments daily. Strong basic mathematical, analytical, relational, and communications skills; ability to document work clearly, work accurately and efficiently with attention to detail in a deadline driven setting are required. Must be able to analyze complex situations and perform assignments without supervision. Proficiency with Windows NT, Outlook, Excel, electronic mail, Internet applications, and Word required.
Customer Service/Service Excellence: Delivers high-quality products and services; continuous improvement. Supports students and customers by demonstrating competence, professionalism, and employing a positive attitude that demonstrates a value for diversity, equity, and inclusion.
Strategic Thinking and Planning: Formulates effective strategies consistent with the institutional vision, mission, and strategic plan; sees the big picture and holds a long-term perspective; determines objectives and sets priorities; creates a work environment that encourages creative thinking; designs and implements innovative programs/processes; recognizes opportunities and takes action to achieve objectives.
Problem Solving and Decision Making: Develops new insights that are tailored to unique circumstances and applies innovative solutions to advance organizational improvements; makes well-informed decisions and is proactive; makes breakthrough decisions based on analysis, wisdom, experience, and judgment; solicits input from individuals who can add significant value to the decision-making process.
Team Building and Development: Inspires and guides others toward goal accomplishments; develops and sustains cooperative working relationships; fosters commitment, team spirit, pride, and trust; Develops leadership in others through coaching, mentoring, and guiding employees.
Professional Knowledge: Continually enhances knowledge and skills to keep abreast of industry changes, developments, best practices, and emerging issues.
Experience and/or training in counseling and interpersonal interaction in providing customer service. Experience in organizing work, establishing procedure for completing work and monitoring workflow and workload. Skill in performing accurately with heavy workload requirements and the ability to use effective time management skills to prioritize tasks and accomplish goals with established time frames. In-depth working knowledge of Financial Aid. In-depth knowledge of Financial Aid processing systems, applications, and verification procedures. Extensive technical understanding of the use of need analysis in determining Financial Aid eligibility. Interpersonal skills to establish and maintain cooperative working relationships with staff, faculty, and peers. Thorough knowledge of online student information systems. Knowledge of Financial Aid programs, policies and procedures and need analysis formulae. Demonstrate ability to interpret and apply Financial Aid and academic policies and procedures. Skill to effectively communicate in writing and prepare written materials for clients. Treats all customers (students, faculty, and staff colleagues) with dignity and respect, empathy, fairness, and professionalism, consistent with the university mission, values, and strategic vision. Ensures operational integrity and continuity by maintaining detailed descriptions of responsibilities, ranging from daily tasks to strategic activities and outcomes, and makes them available to supervisor. Ensures quality, usability, and integrity of system data by working within approved processes and testing procedures.
A background check (including a criminal records check) must be completed satisfactorily and 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 complete the background check satisfactorily may affect the continued employment of a current CSU employee who was conditionally offered the position.
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Additional Information
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California State University, Fullerton celebrates all forms of diversity and is deeply committed to fostering an inclusive environment where students, staff, administrators, and faculty thrive. Individuals interested in advancing the University’s strategic diversity goals are strongly encouraged to apply. Reasonable accommodations will be provided for qualified applicants with disabilities who self-disclose.
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.
The scope of responsibilities for this position includes the making or participating in the making of decisions that may have a material financial benefit on the incumbent. Therefore, you will be required to file an initial “Conflict of Interest Form 700: Statement of Economic Interests” within thirty (30) days from date of hire and on an annual basis; and complete the CSU sponsored ethics on-line training within thirty (30) days of appointment, and at least once during each consecutive period of two calendar years following the appointment.
The person holding this position is considered a limited mandated reporter under the California Child Abuse and Neglect Reporting Act and must comply with the requirement outlined in CSU Executive Order 1083, revised July 21, 2017.
This position is designated as a Campus Security Authority (CSA) position under the federal Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act. CSAs are responsible for reporting allegations of Clery Act Crimes reported to them or that they witness. CSA training is required.
Multiple positions may be hired from this recruitment based on the strength of the applicant pool.
If you are applying for a staff position, please note that you are not eligible to work concurrently in a staff position and an Academic Student position such as a Graduate Assistant, Teaching Associate, Instructional Student Assistant, or Student Assistant position.
Regular attendance is considered an essential job function; the inability to meet attendance requirements may preclude the employee from retaining employment.
Employee/applicant who applies for a position may be required to successfully complete job-related performance test(s) as part of the selection process.
Online application/resume must be received by electronic submission on the final filing date by 9:00 PM (Pacific Standard Time)/midnight (Eastern Standard Time). Applicants who fail to complete all sections of the online application form will be disqualified from consideration.
California State University, Fullerton is not a sponsoring agency for staff or management positions (i.e., H1-B Visas).
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