Contents
Cal Poly Pomona

CUSTOMER SERVICE REPRESENTATIVE


Recruitment No. 50562
Classification Title Administrative Support Coordinator I
Collective Bargaining Unit CSUEU/Bargaining Unit 7
College/Department Office of Financial Aid
Timebase Full-time
Type of Appointment Probationary
Application Materials Required University Application, Resume and Cover Letter
Classification Salary Range $2,808 - $4,212
Anticipated Hiring Range $2,808 - $3,276
Recruitment Closing Date 2/18/13

THE DEPARTMENT 

The Office of Financial Aid and Scholarships provides student access to post secondary education and supports the University enrollment efforts by administering and coordinating all student financial aid programs at Cal Poly Pomona.

DUTIES AND RESPONSIBILITIES 

The Customer Service Representative ensures completeness and accuracy of permanent financial aid applications, records and posts appropriate changes; clears any edit and comment codes requiring research and documentation; sends and receives requests for information on the behalf of students to various external agencies; researches and resolves all elements of the student financial aid application that may cause applicant rejection; processes financial aid verifications for loan deferments, employment, housing and other student requests; receives all incoming office correspondence and determines which forms need to be referred or responded to immediately; sends out all student correspondence regarding student financial aid packages and status updates and responds to student inquiries; utilizes databases to verify the status of financial aid files; identifies students who have received aid at other institutions and places them on a monitoring schedule with the Department of Education; cancels funds for students who are not enrolled; scans and accesses financial aid files; maintains and updates all manuals and instructions related to the scanning process; communicates with students, parents and others regarding the financial aid process; performs financial aid-related requests from students; provides a positive and professional attitude in all interactions and is respectful of the diverse student population; communicates and interacts with staff and faculty regarding the financial aid process; understands the policies and procedures of the family Educational Rights and Privacy Act; accesses, releases and transfers students’ financial aid records; participates and contributes in departmental meetings and committees; assists the management team in coordinating recommendations, actions, and procedures;  enters and tracks award information; maintains program documents; analyzes reports; assists with the reconciliation process; processes and tracks funds received from outside sources; assists and answers inquiries at various outreach functions and workshops; works with various departments and/or colleges regarding financial aid packages and program information; performs other duties as assigned.

QUALIFICATIONS

High School diploma or its equivalent AND four years of progressively responsible experience in general office clerical or secretarial work or the equivalent.  Thorough, detailed knowledge of applicable university infrastructure, policies, and procedures; thorough knowledge of English grammar, punctuation and spelling; thorough knowledge of office systems and ability to use broader range of technology, systems, and software packages; ability to independently handle multiple work unit priorities and projects.  Ability to apply a variety of policies and procedures where specific guidelines may not exist; working knowledge of budget policies and procedures; ability to perform standard business math, such as calculate ratios and percentages, track financial data, and make simple projections; ability to draft and compose correspondence and standard reports; ability to handle effectively a broader range of interpersonal contacts including those at a higher level and those sensitive in nature.

Finalists for this position may be required to submit to and successfully pass a Live Scan criminal records check prior to being hired.

PREFERRED QUALIFICATIONS

Experience using PeopleSoft as well as experience in Financial Aid Office.   

AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER

Cal Poly Pomona is an Equal Opportunity, Affirmative Action Employer. The university subscribes to all state and federal regulations and prohibits discrimination based on race, color, religion, national origin, sex, gender identity/gender expression, sexual orientation, marital status, pregnancy, age, disability, genetic information, medical condition, and covered veteran status.

ADDITIONAL INFORMATION

Cal Poly Pomona hires only individuals lawfully authorized to work in the United States.

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, California Education Code section 67380, and the Higher Education Opportunity Act (HEOA), the Cal Poly Pomona Annual Security and Fire Safety Report is available at: http://dsa.csupomona.edu/police/securityreport.asp

CONDITION OF EMPLOYMENT

The person holding this position is considered a 'mandated reporter' under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.  http://www.calstate.edu/eo/EO-1083.html


 

Achieving Excellence as a Learning-Centered University