General Information
| Job Description | FINANCIAL AID OFCR 3 | Working Title | Highlander One Stop Shop Lead |
|---|---|---|---|
| Job Code | 004527 | Grade | 20 |
| Department Name | Financial Aid - D01171 | Department Head | |
| Supervisor | Effective Date | 02/03/2020 |
Position(s) Directly Supervised
| Job Code | Title | FTE |
|---|
Generic Scope
| Experienced professional who knows how to apply theory and put it into practice with in-depth understanding of the professional field; independently performs the full range of responsibilities within the function; possesses broad job knowledge; analyzes problems/issues of diverse scope and determines solutions. |
Custom Scope
| Working independently under general supervision, applies a broad understanding of student aid program practices and policies to determine appropriate allocation of aid awards, authorize exceptions, and provide individual counseling on non-routine, sensitive aid issues. |
Department Custom Scope
| The HOSS is a campus function that has consolidated services to maximize efficiency, improve customer (student) services, and foster staff collaboration in the areas of Undergraduate Admissions, Student Business Services, Financial Aid, and the Office of the Registrar. Under the Leadership of the Associate Vice Chancellor of Enrollment Services, the HOSS Lead holds a significant impact on the overall success of the heavy customer walk-in One Stop Counter and the Highlander Port. With the overarching goal of providing excellent customer service, the HOSS Lead strives in a complex environment to ensure the HOSS operation is streamlined, meeting the needs of our diverse student population, and interacting appropriately with the departments it represents. Information Specialists and department representatives build a level of transparency and accessibility to the UCR community as front line representatives of the UCR campus regarding procedures, policies, regulations and programs governing the areas of Financial Aid, Registrar, Student Business Services, and Undergraduate Admissions. Serves as the Financial Aid Office subject matter expert at the HOSS, providing direction and support in the areas of needs analysis, Free Application for Federal Student Aid (Update to FAFSA from FASFA), CA Dream Act Application (CADAA) , document verification, expected family contribution (EFC) and disbursement of financial aid funds. Experience with guiding students and parents in the use of the California Student Aid Commission (CSAC) website, student loans.gov, and other student self-service tools. Responsible for the overall operation of the HOSS, to include maintaining a clean, organized customer facing operation managing operation statistics and reports; managing lines as needed; escalating student issues as needed, and promoting a culture of collaboration, process improvement, active listening, and inclusion. |
Education & Experience Requirements
Education Requirements
| Degree | Requirement |
|---|---|
| Bachelor's degree in related area and/or equivalent experience/training. | Required |
Experience Requirements
| Experience | Requirement |
|---|
License Requirements
Certification Requirements
| Certification | Requirement |
|---|
Educational Condition Requirements
| Condition | Requirement |
|---|
Key Responsibilities
| Description | % Time |
|---|---|
Analyzes a variety of factors (financial data, family circumstances, social background, academic status, educational goals) and applies knowledge of federal, state, University, and outside agency laws, regulations, and policies to determine students' eligibility for various types of financial aid.
|
10 |
| Identifies available resources and unmet needs to determine appropriate allocation of aid awards for individual students. | 10 |
| Coordinates with other UC departments to implement and evaluate student-focused activities, programs, and services. | 5 |
| Advises departments on existing financial aid procedures, resources, and options available. Recommends changes in financial aid policy or procedures to benefit specific student groups, e.g., students with disabilities. | 5 |
| Analyzes exception reports of students whose aid packages could not be handled by automated programming and determines action needed to resolve issues and complete aid allocations for these students. | 5 |
| Participates on standing department committees to provide advice on procedural issues. | 5 |
| Coordinates, implements, evaluates, and reports on government, agency, or donor aid programs. Consults with external agencies on procedural issues or individual student's eligibility. Interprets regulations and develops or recommends procedures to ensure compliance and accurate aid delivery. | 5 |
| Reconciles large volumes of student data from multiple sources. | 5 |
| Identifies and resolves mismatches and errors. | 5 |
| Identifies and implements database elements, queries, and reports needed to monitor aid programs. Analyzes reports to resolve ID allocation problems. | 5 |
| Provides individual counseling on non-routine, sensitive aid issues. Exercises professional judgment to authorize changes in financial aid award. | 5 |
| As the HOSS Lead, responsible for providing excellent customer service to the UCR community as front line representatives of the UCR campus regarding procedures, policies, regulations and programs in the areas of Financial Aid, Registrar, Student Business Services, and Undergraduate Admissions. Utilizes student information system and other online resources to analyze, research, and respond to student inquiries. Facilitates, and documents, form distribution by verifying completion and designating appropriate department for dissemination. | 20 |
| Responsible for the overall operation of the HOSS, to include maintaining a clean, organized customer facing operation, managing visitor traffic lines as needed, escalating student issues as needed, promoting a culture of communication and collaboration, process improvement, maintaining analytics on the type and volume of services provided, active listening and inclusion. | 15 |
Knowledge, Skills & Abilities
| Knowledge/Skill/Ability | Requirement |
|---|---|
| Working knowledge of policies, regulations, and practices for awarding financial aid; specialized knowledge of particular programs. | Required |
| Working knowledge of University policies, processes, and procedures. | Required |
| Working knowledge of advising and counseling techniques. | Required |
| Ability to interpret policies and develop procedures to ensure compliance. | Required |
| Problem identification, critical thinking, and problem solving skills; judgment and decision-making ability. | Required |
| Ability to calculate financial aid with attention to detail and accuracy. | Required |
| Organizational skills and ability to prioritize work and meet deadlines. | Required |
| Strong written and verbal communication skills. Active listening skills. Possesses strong customer service orientation skills. | Required |
| Strong ability to assess processes and implement improvements. Thorough interpersonal skills. | Required |
| Strong proficiency with standard office software as well as internet and email applications. Working knowledge of common University-specific computer application programs. | Required |
| Experience using complex databases. Ability to define specifications for database programming. | Required |
| Demonstrated skills leading a high volume, front line customer service unit. | Preferred |
| Working knowledge higher education areas of Undergraduate Admissions, Registrar and Student Business Services. | Preferred |
Special Requirements & Conditions
| Special Condition | Requirement |
|---|
Other Special Requirements & Conditions
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Level of Supervision Received
| GeneralSupervision |
Environment
Working Environment
| Campus |
Other Requirements
Items Used
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Physical Requirements
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Mental Requirements
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Environmental Requirements
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Critical Position
| Is Critical Position: No |