University of California, Santa Cruz · 3 months ago
Assistant Director Customer Service, Special Programs and Outreach
Santa Cruz County, CA
Full-time
Hybrid
Mid Level
$77K/yr - $93K/yrThe University of California, Santa Cruz is a distinguished public university known for its innovative and research-driven approach to education. They are seeking an Assistant Director of Customer Service, Special Programs and Outreach, responsible for overseeing the administration of special aid programs, supervising advising staff, and ensuring compliance with federal and state regulations while enhancing customer service quality.
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Responsibilities
In consultation with the Associate Director and by monitoring program regulations, ensures special aid programs (Education Abroad, non-UC EAP, consortiums, and summer session) are administered in accordance with federal, state, and institutional policies
Manages the awarding process for special programs, and conducts quality control assurance measures to ensure accuracy and efficiency of awarding methods as prescribed by leadership. Incumbent is expected to maintain, develop, and modify policies and procedures for these programs
Using extensive knowledge of financial aid advising and packaging procedures, serves as liaison between customer service/ special programs’ staff and the Associate Director of Advising to interpret needs and streamline processes. In addition, the incumbent is responsible for a needs analysis and processing caseload, including serving as a coordinator for one or more financial aid related programs
Manages all areas of customer service, including front desk, phone, email, and web communications. Maintains staff assignments on customer service schedule. Stays current with campus community concerns to be able to recommend and implement workload and/or procedural adjustments
Responsible for ensuring that customer satisfaction surveys are conducted periodically to assess the adequacy of student service. Analyzes survey results, prepares reports identifying positive aspects and areas in need of improvement. Presents possible change solutions to management
Participates in adviser meetings, manager meetings and policy retreats on an as needed basis to discuss issues and develop policies and procedures and to facilitate the implementation and integration of those policies with advising, data management, systems and other office personnel
Works with the Director, Associate Director of Advising and other unit managers to provide leadership, set and enforce standards, and establish timelines. Duties include development of customer service and special programs’ goals, objectives, and timelines, as well as evaluation of office procedures and staff workload
Responsible for the recruitment and hiring of staff and student staff in the customer service and special programs’ unit. Coordinates training of customer service and special programs’ staff on current policies and procedures
Conducts annual performance evaluations, makes merit recommendations and develops annual goals and objectives. Provides leadership, guidance and appropriate opportunities for professional development. Initiates corrective and disciplinary personnel actions when necessary. Develops and maintains updated job descriptions for staff supervised
Has primary responsibility for coordinating financial aid presentations and workshops
Also coordinates financial aid application completion workshops for new and continuing students prior to the financial aid application deadline each year
Represents the advising staff of the Financial Aid and Scholarships Office on campus committees and in other meetings as needed
Maintains an advising and packaging caseload in order to stay current with the needs, concerns and requirements of advising staff
Participates in advising students, staff, and the campus community on complex and specialized aid programs via one-on-one advising, publications, presentations, workshops, and through various social network applications on the various facets of financial aid
Calculates student financial need and aid eligibility using federal and institutional financial aid need analysis methodologies as well as program rules and regulations. Analyzes documents including federal tax returns, asset statements and other financial information provided by students and parents to determine the accuracy of FAFSA data
Uses expert professional judgment to adjust and/or correct data to resolve inconsistencies, create financial aid packages for students in unique situations, and for special program considerations such as EAP, non-UC EAP, consortium, and summer session
Packages and/or revises awards for students who withdraw, reduce course load, change their residency, request aid for summer session and/or receive other forms of assistance (e.g. HUD, Social Security benefits, outside agency scholarships, etc.)
Advises students and their families on complex and specialized financial aid programs administered by the Financial Aid and Scholarships Office, those offered by other agencies, as well as community resources. Provides support and assistance to families with special financial circumstances such as recent loss of employment, high out of pocket medical costs, or the death of a parent. Uses an understanding of the special needs and problems experienced by students from disadvantaged backgrounds and addresses these needs by offering supportive guidance and where appropriate, financial assistance
Assists students with understanding the UCSC student billing system and works with other units including Office of Accounts Receivables, Housing, Cashier's and Registrar's to coordinate financial aid and payment obligations when necessary
Qualification
Required
Bachelor's degree in related area and / or equivalent experience / training
Demonstrated experience in leadership, supervisory and motivational skills as well as initiative, discretion and good judgment
Advanced knowledge of federal and state aid regulations, and familiarity with institutional financial aid programs and private scholarship agencies
Advanced knowledge of financial aid application procedures, federal need analysis methodologies and financial aid packaging policies and regulations including familiarity with requirements governing federal income tax forms and filing
A basic understanding of and experience with human dynamics and the special needs and issues of staff and students from diverse backgrounds
Demonstrated analytical experience to anticipate and analyze problems or procedures with the ability to identify alternatives courses of action and devise and improve work methods
Excellent written communication skills including the ability to write proposals, create effective analytical reports and charts and communicate changes to policies and procedures. The ability to effectively write for web pages, publications and communications
Excellent verbal communication skills, including active listening, persuasion, and negotiation skills. Interpersonal skills and social perceptiveness
Demonstrated initiative and innovation; the capacity for self-direction and self-correction; and demonstrated skill in organizing and coordinating complex activities or projects
The ability to analyze and interpret data contained in federal 1040, 1040A and 1040EZ forms and their attachments
Ability to work quickly, accurately, and with exceptional attention to detail with the ability to work well under extreme pressure and time constraints, and the ability to effectively prioritize work
Preferred
Experience using complex databases; ability to define specifications for database programming. Proficiency manipulating and analyzing large volumes of data. Advanced knowledge of common University-specific computer application programs
Experience using the Oracle/PeopleSoft student information system or equivalent
Demonstrated ability to understand and develop financial aid office policies and procedures and to quickly acquire technical expertise on the student system, particularly with respect to the financial aid, registration, and billing modules of an integrated student system
Ability to communicate effectively in English and Spanish with students and parents
Benefits
Full benefits
Company
University of California, Santa Cruz
UCSC opened in 1965 with 650 students. Forty-five years later, the campus is home to nearly 15,000 undergraduates and 1,500 graduate
Founded in 1965
1001-5000 employees
H1B Sponsorship
University of California, Santa Cruz has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (34)
2024 (48)
2023 (52)
2022 (41)
2021 (46)
2020 (29)
Funding
Current Stage
Late StageTotal Funding
$19.6MKey Investors
U.S. Department of AgricultureNational Endowment for the Humanities (NEH)James S. McDonnell Foundation
2023-06-21Grant· $10M
2023-01-10Grant· $0.15M
2022-02-24Grant· $0.25M
Leadership Team
Benedict Paten
Professor
Marco Rolandi
Jack Baskin Endowed Chair in Engineering
Recent News
News-Medical.Net
2025-11-24
2025-11-08
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