Salary and Benefits
Salary Range: $4,610.00 per month to $6,556.00 per month. PLEASE NOTE: The starting salary placement depends on qualifications and experience and is anticipated to be in the range of $4,610.00 per month to $5,000.00 per month.
Cal State East Bay offers a broad range of benefits that includes medical, dental, vision, retirement (CalPERS), 401k, 457, 403(b), dependent and health care reimbursement accounts, life insurance, vacation and sick, 14 paid holidays, one personal holiday and tuition fee waiver.
For more information on the benefits program, please visit our benefits website. The CSU Total Compensation Calculator demonstrates the significance of our benefits package.
This position may be eligible to participate in the Cal State East Bay hybrid telecommute program subject to management approval.
Classification
Student Services Professional II
About Cal State East Bay
Cal State East Bay's beautiful main campus is located in the Hayward hills with panoramic views of the San Francisco Bay shoreline. Situated above the city of Hayward, the campus offers an ideal setting for teaching and learning and yet easy access to the many cities along the bay. The University has a satellite campus in Concord, a professional development center in Oakland and a significant presence online. Founded in 1957, Cal State East Bay is one of 23 universities of the California State University system (CSU). Cal State East Bay is recognized as a regionally engaged and globally oriented university with a strong commitment to academic innovation, student success, engaged and service learning, diversity, and sustainability.
About the Position
The Enrollment Information Center (EIC) provides comprehensive services to prospective students, currently enrolled students, staff, faculty and the members of the community-at-large who are seeking information or services from the University relative to outreach, pre-admission advising, and evaluation for the purposes of admission and graduation, student records, registration and financial aid.
As the EIC front desk staff, this position provides information and services pertaining to student admissions, financial aid, and registration in the lobby of the Student Administration Building. The EIC serves as the front-line, first contact for students; handling general inquiries regarding admissions, registration, records, graduation evaluations and financial aid. This position will respond to complex and in-depth inquiries regarding all areas mentioned above.
The Compliance Support Analyst responsibilities of this position include helping students and families navigate the financial aid process. This includes assisting in the review process for student aid eligibility, collecting data to determine student awards, and communicating with students and their families regarding financial aid related matters. This position will also work on verification and assist in the timely administration of program compliance under the supervision of the Compliance Director.
Responsibilities
General Front Desk Duties:
- Effectively and efficiently advise current students on University policies, procedures and eligibility requirements as it relates to enrollment services, admissions, financial aid, records/registration, graduation and academic standards.
- Obtain information, analyze data, reason logically, and draw valid conclusions to make appropriate recommendations to students through a working knowledge of general University operations.
- Provide accurate, ethical, and quality initial admission, registration, graduation and financial aid advising to help students navigate through the University via phone, in-person, and through electronic communications.
- Serve as point-of-contact for students in working with Enrollment Management, participating in a case management operations model, so that student issues are handled to completion.
Admissions:
- Determine admission status, next course of action and give clear and concise directions as to next steps.
- Initially evaluate transcripts to determine if the document will be satisfactory for meeting the deadline.
- Explain admission decisions and advise students as to what is needed to meet qualifications, appeals or refer students to the specialist who evaluated the transcripts.
Records and Enrollment:
- Collect documents and review for accuracy.
- Advise students as to which document is appropriate for their particular need and verify accuracy of completion.
- Explain policies and procedures regarding University registration policies and help students register or troubleshoot areas of obstacles.
Graduation:
- Explain policies and procedures to facilitate graduation filing.
- Help students who can file for graduation online or advise, based on the situation to file as non-matriculated.
- Verify status regarding graduation and explain the process to ensure students' understanding of the ceremony versus confirmation of degree awarded.
Financial Aid:
- Help students, parents and staff complete tasks to facilitate the gathering of information and documents for financial aid.
- Explain awarding timelines and priority deadlines to students.
- Advise students on how to view their financial aid awards through their MYCSUEB Portal.
- Assist students with completing financial aid paperwork through the CampusLogic platform.
- Troubleshoot areas of login and incorrect document retrieval due to user error.
- Advise students and parents about types of acceptable documentation.
- When documents do not meet the financial aid specifications, a clear explanation of requirements and expectations will be explained to the students.
Compliance Support Analyst:
- Assist in the administration of aid for special programs including but not limited to PHAP, Teaching Credential, and other non-degree programs.
- Gather data from reviews and assist in the administration of resolutions for issues including (but are not limited to) over awards, aggregate issues, dual enrollments, C flags, and Pell Pop, and other discrepancies that cannot be resolved through batch/system processing.
- Assist to ensure timely administration and coordination of Private and Plus Loans.
- Help with supporting timely administration and coordination of Special Circumstance Appeals as well as Verifications.
- Help with administration of remote learning programs such as study abroad and institutional partnerships through cross registration.
- Assist with phone traffic for the Financial Aid Office.
Other Duties and special projects as assigned:
- Work with IT to ensure computers are running effectively.
- Ensure tidy and professional appearance of the EIC.
- Attend staff meetings, training sessions and Town Hall meetings as appropriate and directed.
- Assist with on-campus events as needed.
Minimum Qualifications
Experience:
- The equivalent of two (2) years of professional experience in one of the student services program areas or in a related field.
- Experience should give evidence of competence and indicate the potential for further growth.
- A Master’s degree in a job‑related field may be substituted for one year of professional experience.
Education:
- Equivalent to graduation from a four-year college or university in one of the behavioral sciences, public or business administration or a job‑related field.
- Additional specialized experience during which the applicant has acquired and successfully applied the knowledge and abilities shown above may be substituted for the required education on a year‑for‑year basis.
Knowledge and Abilities:
- Working knowledge of the practices, procedures and activities of the program to which assigned; general knowledge of the methods and problems of organizational and program management
- General knowledge of research and interview techniques; and of the principles of individual and group behavior.
- Ability to interpret and apply program rules and regulations.
- Use initiative and resourcefulness in planning work assignments and in implementing long-range program improvements.
- Obtain factual and interpretive information through interviews.
- Reason logically; collect, compile, analyze and evaluate data and make verbal or written presentations based on these data.
- Advise students individually and in groups on routine matters where required.
- Recognize multicultural, multi-sexed and multi‑aged value systems and work accordingly.
- Establish and maintain cooperative working relationships with faculty, CSU administrators, student organizations, private and public agencies and others in committee work, and student advising and community contacts; and, rapidly acquire a general knowledge of the overall operation, functions and programs of the campus to which assigned.
- Demonstrated ability to make decisions and carry through actions having implications with regard to other program or service areas Services Office.
Required Qualifications
- Ability to develop, retain, interpret, and apply comprehensive knowledge of university enrollment requirements, policies, and procedures.
- Ability and willingness to understand, embrace, and communicate Cal State East Bay marketing messages.
- Ability to analyze complex situations accurately and adopt effective courses of action.
- Ability to safeguard the confidentiality and security of records.
- Knowledge of individual counseling techniques
- Knowledge of student services programs outside of Planning, Enrollment Management, and Student Affairs.
- Ability to advise students on complex student-related matters such as disqualification and financial aid.
- Ability to carry-out complex assignments without detailed instructions.
- Ability to interact professionally and effectively--individually or in group settings--with diverse current and/or prospective students and their family members.
- Ability to reason logically, analyze, and define organizational and operating problems and implement appropriate responses.
- Strong organizational skills and ability to plan, coordinate, and initiate actions necessary to implement administrative or group decisions or recommendations.
- Ability to work independently.
- Excellent written and verbal communication skills in English.
- Ability to work with student information systems (at an advanced level), imaged document systems, degree audit software, instant messaging, e-mail, web-based information resources, and MS Office applications.
Condition(s) of Employment
Satisfactory completion of a background check (including LiveScan, as appropriate), that may include, but is not limited to: criminal records check, verification of academic credentials, licenses, certificates, credit history, professional references and/or verification of work history is required for employment. Cal State East Bay will issue a conditional offer of employment to the selected candidate, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Unsatisfactory results may also affect the continued employment of current Cal State East Bay employees who were conditionally offered the position.
All background checks are conducted through the university's third party vendor, Accurate. LiveScan is conducted through the University Police Department.
EEO Statement
As an Equal Opportunity Employer, Cal State East Bay does not discriminate on the basis of any protected categories: age, ancestry, citizenship, color, disability, gender, immigration status, marital status, national origin, race, religion, sexual orientation, or veteran's status. The University is committed to the principles of diversity in employment and to creating a stimulating learning environment for its diverse student body.
Other Information
All California State University campuses, including Cal State East Bay, are smoke and tobacco-free. For more information, please visit our website here.
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, the Cal State East Bay Annual Campus Security Report is available here.
Sponsorship
Cal State East Bay is not a sponsoring agency for Staff or Management positions and we are not an E-Verify employer.
Mandated Reporter
The incumbent in this position may be considered a mandated reporter under the California Child Abuse and Neglect Reporting Act and will be required to comply with requirements set forth in the CSU Executive Order 1083 as a condition of employment.
