Enrollment Services Specialist (Student Services Professional III), Strategic Enrollment Management and Marketing

California State University, San Bernardino•San Bernardino, CA

1d•Onsite

About The Position

The purpose of this position is to assist students in making successful progress toward their degree objectives by providing financial aid information, direction, and wrap-around detailed and structured service from various offices.

Requirements

Equivalent to graduation from an accredited four-year college or university in a related field including or supplemented by upper division or graduate coursework in counseling techniques, interviewing, and conflict resolution where such are job-related.
Possession of these knowledge and abilities is typically demonstrated through the equivalent of three years of progressively responsible professional student services work experience.
One year in the program area to which assigned may be preferred but is not required.
A master’s degree in Counseling, Clinical Psychology, Social Work, or a directly related field may be substituted for one year of experience.
A doctorate degree and the appropriate internship or clinical training in counseling or guidance may be substituted for the three years of experience for positions with a major responsibility for professional career or personal counseling.
Thorough knowledge of individual and group behavior principles.
General knowledge of student services principles, practices, and trends; program policies, procedures, and practices; individual counseling techniques; and the ability to quickly acquire knowledge of campus organizational procedures and activities.
Working knowledge of student services programs outside the immediate assignment area.
Ability to accurately analyze complex situations and implement effective solutions; advise students individually and in groups on complex matters; manage sensitive or argumentative interactions using appropriate techniques; evaluate and interpret problems presented by individuals or student organizations, draw valid conclusions, and assess outcomes of alternative actions; complete complex professional assignments independently; and maintain cooperative working relationships with diverse individuals.

Nice To Haves

Knowledge of PeopleSoft software or CMS is desirable.
Previous extensive experience in administration of Title IV programs and knowledge of financial aid, need analysis, professional judgment, federal and state programs.
Uses sensitivity, interviewing, and counseling skills to explain the bases for recommendations, decisions, or actions.
Thorough knowledge of the principles of individual and group behavior is required.
Independently analyzes existing and new policies, procedures, regulations, and guidelines to arrive at sound conclusions.
Must be able to independently problem-solve, exercise initiative, and make appropriate judgments on a daily basis.
The ability to carry out a variety of professionally complex assignments without detailed instructions and on an overall results basis is a must.
Must be able to work cooperatively and congenially and work under pressure of deadlines.
Previous experience with managing a complex highly regulated program is required.
Must be able to plan and use time effectively and efficiently with the ability to anticipate and plan for heavy workload periods.
The selected candidate must be able to provide easily understood, well-written procedures/instructions.
They must be organized, resourceful, level headed, excel around people, and be team oriented.
PeopleSoft is desirable.

Responsibilities

Provide resolutions to highly complex situations in an expedited environment. If full services are needed, the case may be forwarded to a higher level.
Administer complex aid programs to support the Office of Financial Aid and Scholarships.
Conduct at a minimum, monthly reconciliation for assigned program(s).
Utilize PeopleSoft queries/reports to reconcile program expenditures.
Administer the special programs sponsored by the California Student Aid Commission including but not limited to Teach and Cal State Teach.
Create presentations and/or materials to advertise programs as needed.
Meet with appropriate agency/office to review and reconcile program expenditure balances.
Ensure reconciliation activity details are included in program policies and procedures.
Responsible for reviewing a variety of critical and complex data reports that reoccur on a weekly basis.
Manually analyzing data, resolving inconsistencies in the students’ files, adjusting student aid as needed, requesting new ISIR, gathering additional information from various sources including CSAC, Web Grants, NSLDS, COD, Department of Education, IFAP & ELM websites.
Serve as second level specialist of financial aid and other office services within Coyote Central in support of student success by performing work activities requiring independent thinking and applying professional judgment.
Independently administer activities which include, but are not limited to, coordinating financial aid resources, communicating with campus colleagues, providing communication to students one-on-one or in a group setting/presentation, support with admission inquiries, registrar’s information, student financial services inquiries, and basic needs information.
Attend all training activities for effectiveness.
Function as the second level specialist recognizing and diffusing any problems that arise and modeling exceptional interpersonal skills when providing service via telephone and/or in-person.
Assist with the planning and development of comprehensive informational discussions in individual and group settings on services available through the Coyote Central area and the university.
Verify information students provide on the Free Application for Federal Student Aid (FAFSA).
Using sound judgement, request, review and evaluate data elements to clear discrepancies based on federal guidelines and when required, recalculate the Expected Family Contribution (EFC) to determine student aid eligibility.
Correct and send data elements to CPS through the electronic corrections process.
Perform a portion of complex financial aid assignments related to financial aid applications received annually.
Accept and process applications/reports for a variety of student financial aid programs.
Analyze and correct data elements in the automated financial aid delivery system, which includes verification and/or resolving inconsistencies on financial aid application data used to determine eligibility.
Determine financial aid eligibility, award financial aid to students and perform revisions based on but not limited to exceptional circumstances or per regulatory requirements, change of budget, loss of income, changing enrollment (R2T4), over-awards, etc.
Monitor Satisfactory Academic Progress (SAP) of financial aid applicants.
Review and analyze SAP appeals and apply federal and institutional policy to assess approval or denial.
Notify students of decision and follow-up with 1:1 counseling when needed.
Make academic guidance referrals when and where appropriate.
Counsel and advise students and parents from diverse backgrounds on Federal, State, and University financial aid policies and procedures.
Exercise sound interviewing skills when discussing personal and sensitive issues that may affect student eligibility, admissions, registrar’s, basic needs, or student financial aid services.
Advise students and parents with possible options for financial difficulties.
Use sound and insightful judgment to evaluate and determine appropriate courses of action for highly complex financial aid problem situations.
Provide financial aid advising during various campus recruitment or outreach events, which may occur weekends or evenings.
Provide guidance and clarification to campus colleagues seeking information, clarification, and guidance on general financial aid information and Title IV program policies and procedures.
Appropriately refer to other resources on campus such as the Counseling & Psychological Services (CAPS), SAIL, Learning Center, EOP, Services to Students with Disabilities (SSD) or Academic Services.
Provide written, verbal, and/or electronic communications on behalf of a student aid recipient to ensure student receives, to the extent possible, help needed to progress holistically.
Consult with management and other professional staff regarding interpretation of regulations and procedures in processing awards and advising.
Provide appropriate campus resources to students’ and campus colleagues.
Assist with mitigation measures related to the health, safety, and personal well-being of students.
Work closely with Strategic Enrollment Management and Marketing professional staff to ensure accurate information is shared with students and campus stakeholders.
Refer the most complex student cases to professional staff in the various offices within Strategic Enrollment Management and Marketing, or other appropriate campus offices.
Respond to student inquiries (via phone, email, and in person).
Work directly with students who need support and resolution with Basic Needs, Student Financial Services, and assist with financial aid inquiries and requests.
Maintain highly confidential student information following current state and federal guidelines.
Proficient in various software programs to assist students and document student inquiries.
Support Coyote Central and Communication hub in-person and virtual services and inquiries with Financial Aid/Scholarships, Admissions, Student Financial Services, Basic Needs, and Registrar’s.
Support the coordination of communication efforts to students and campus partners representing but not limited to the above-mentioned areas.
Present and support outreach activities for the above-mentioned area.
Other Classification-Related Duties as assigned