Student Services Coordinator (Student Services Professional II), Strategic Enrollment Management and Marketing

California State University, San Bernardino•San Bernardino, CA

1d•Onsite

About The Position

Under general supervision, this position provides support for front-line student services by responding to inquiries, explaining university policies and processes, and assisting students in navigating admissions, financial aid, and enrollment services. The role applies established guidelines to resolve routine and moderately complex issues, referring complex cases as needed. Additionally, the position supports daily front office operations and contributes to efficient service delivery and student success.

Requirements

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.
Possession of this knowledge and abilities is typically demonstrated through the equivalent of two 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 the professional experience.
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 knowledge and abilities 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 interpretative 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, multisexed 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

Nice To Haves

Experience and knowledge in CMS/PeopleSoft.
Ability to function effectively as part of a high-performance team to ensure timely delivery of services.
Ability to independently solve problems, exercise initiative, and propose changes.
Familiarity with electronic imaging equipment.
Previous experience in a financial aid office.
Experience with leading staff and/or students in a high-pace environment.

Responsibilities

Provide high-volume, student-centered service to prospective students, current students, families, and campus partners by responding to inquiries across multiple service platforms (in-person, phone, email, and electronic systems) using established guidelines and procedures.
Explain university policies, procedures, deadlines, and requirements related to Admissions, Financial Aid and Scholarships, Student Financial Services, the Office of the Registrar, and Basic Needs to support student understanding and navigation of university processes.
Interpret and apply established regulations and procedures to resolve routine and moderately complex student inquiries, referring to complex or unusual situations to higher-level staff as appropriate.
Utilize knowledge of university operations to resolve student issues at the point of contact and connect students to appropriate campus resources when specialized assistance is required.
Review documents for completeness and compliance with established requirements and request additional information when needed.
Use professional judgment to assess student concerns, ask clarifying questions, and determine appropriate responses or referrals.
Compose and deliver written and verbal communications to provide guidance, clarification, and follow-up to students and campus partners.
Represent the department at outreach activities and events to provide general information and support recruitment and service efforts.
Support front office operations by assisting with coordination of daily activities, workflow, and service delivery to ensure consistency and efficiency in student services.
Participate in staff meetings and operational discussions to support communication, alignment, and continuous service improvement.
Assist with staff training activities by sharing knowledge of procedures and participating in onboarding or informational sessions as assigned.
Maintain awareness of best practices within one-stop student service models and apply established approaches to improve service delivery.
Communicate regularly with the Director regarding operational updates, challenges, and service needs.
Perform other classification-related duties in support of Coyote Central operations as assigned.