University of California - Santa Cruz
Assistant Director Customer Service, Special Programs and Outreach
University of California - Santa Cruz, Santa Cruz, California, us, 95061
Overview
Job ID:
81086 Location:
Santa Cruz Full/Part Time:
Full Time How to Apply For full consideration, applicants should attach their resume and cover letter when applying for a job opening. For guidance related to the application process or if you are experiencing difficulties when applying, please review the Applicant Resources on our website. How to Apply Troubleshooting Tips for Applicants FAQ's Initial Review Date (IRD) UC Santa Cruz jobs are posted until filled. All application materials submitted by 11:59 pm on the IRD will be routed to the hiring team for consideration. NOTE: Applicants who miss the IRD are still encouraged to apply; their materials will still be forwarded for consideration if requested by the hiring team. Application materials cannot be accepted outside of the jobs portal. Applications cannot be edited on an applicant's behalf. For more information about the IRD and the applicant review process, view this link. The IRD for this job is:
10-09-2025 About UC Santa Cruz
UC Santa Cruz is a public university like no other in California, combining the experience of a small, liberal arts college with the depth and rigor of a major research university. It’s known as an unconventional place where innovation and experimentation is part of the campus’s DNA. That playful, bold spirit still thrives today, all on a campus renowned as among the most beautiful in the world. Department Overview
The Financial Aid and Scholarship Office (FASO) provides aid to students and families and is part of Enrollment Management. The office works closely with Undergraduate Admissions and other units to minimize financial barriers and support students in achieving their educational goals. Job Summary
In consultation with the Associate Director, the incumbent is responsible for ensuring that aid for special programs is administered according to federal, state, and institutional regulations. They maintain, develop, and modify policies and procedures for customer service and special programs, coordinate activities with management and systems staff, supervise advising staff in customer service and special programs (Education Abroad, non-UC EAP, consortiums, and summer session), conduct annual performance evaluations, monitor workloads, coordinate training, and implement corrective actions. The incumbent also performs needs analysis and contributes to advising students, staff, and the campus community via one-on-one advising, publications, presentations, workshops, and online channels. They evaluate the effectiveness of customer service and initiate improvements. They apply advanced, specialized expertise in financial aid programs and resolve complex financial aid situations as needed. Appointment Information
Budgeted Salary:
$77,000 - $92,550/year. Salary commensurate with skills, qualifications and experience. Benefits level: Full benefits. Schedule: Full-time, Fixed; 100% time, 40 hours/week, Mon-Fri; Day shift. Employee Classification: Career appointment. Job End Date: None. Work Location: UC Santa Cruz Main Campus/Hybrid. Union Representation: SSAP - SS Union. Job Code Classification: 004528 (FINANCIAL AID OFCR 4) - Grade 22. Travel: Up to 25% of the time. Job Duties
35% - Program Management Ensure special aid programs (Education Abroad, non-UC EAP, consortiums, and summer session) are administered in accordance with federal, state, and institutional policies. Manage the awarding process for special programs and conduct quality control to ensure accuracy and efficiency; maintain, develop, and modify policies and procedures. Serve as liaison between customer service/special programs staff and the Associate Director of Advising to interpret needs and streamline processes; perform needs analysis and manage a caseload for one or more programs. Manage all areas of customer service (front desk, phone, email, web communications); maintain staff schedules and stay attuned to campus concerns to adjust workloads or procedures. Ensure periodic customer satisfaction surveys, analyze results, and present improvement recommendations to management. Participate in adviser meetings, manager meetings, and policy retreats to develop and implement policies with other units. 35% - Leadership and Supervision Collaborate with the Director, Associate Director, and other managers to set standards, goals, timelines, and evaluate procedures and workload. Recruit and hire staff and student workers; coordinate training on current policies and procedures. Conduct annual performance evaluations, merit recommendations, and develop goals; provide professional development and initiate corrective actions when needed; maintain updated job descriptions. Coordinate financial aid presentations and workshops; coordinate application completion workshops for new and continuing students. Represent advising staff on campus committees and in other meetings as needed. 30% - Advising Maintain advising and packaging caseload; stay current with student needs and program requirements. Advise students, staff, and the campus community on complex and specialized aid programs via one-on-one advising, publications, presentations, workshops, and online channels. Calculate financial need and aid eligibility using federal and institutional methodologies; analyze documents to verify FAFSA data. Use professional judgment to adjust data and create packages for unique situations and special program considerations; package awards for various scenarios. Advise on complex programs offered by external agencies and coordinate with other units to assist families with special financial circumstances. Assist with understanding billing systems and coordinate with Accounts Receivable, Housing, Cashier, and Registrar as needed. Required Qualifications
Bachelor’s degree or equivalent experience/training. Demonstrated leadership and supervisory skills with initiative, discretion, and good judgment. Advanced knowledge of federal/state aid regulations and institutional programs; familiarity with private scholarships. Advanced knowledge of financial aid procedures, federal need analysis, and packaging regulations; familiarity with federal tax form requirements. Understanding of diverse staff and student needs; strong analytical, written and verbal communication skills. Ability to interpret data and improve work methods; detail-oriented and able to work under pressure and deadlines. Preferred Qualifications
Experience with complex databases and data analysis; knowledge of university-specific applications. Experience with Oracle/PeopleSoft or equivalent student information systems; ability to develop policies and quickly gain technical expertise in financial aid modules. Ability to communicate effectively in English and Spanish with students and parents. Special Conditions of Employment
Pre-employment criminal history background check. Employment misconduct disclosure process. Ability to work long periods at a computer; hybrid work schedule; telecommuting compliance. Complete required training within specified time frames, including UC compliance training. Maintain professional appearance and conduct; exercise discretion with sensitive information and ensure data protection. UC vaccination policy applicable to all employees. Mandated reporter under CANRA; sign statement acknowledging reporting requirements. Misconduct Disclosure Requirement
As a condition of employment, the final candidate must disclose any final administrative or judicial decisions in the last seven years concerning misconduct or related proceedings. Safety Statement
All UCSC employees must follow safety procedures, attend required health and safety training, promote safety at work, and promptly report incidents. Notice of Availability
The Annual Security and Fire Safety Report (ASFSR) is available at: https://compliance.ucsc.edu/campus-safety-compliance/annual-reports/ Paper copies are available upon request from UCSC Police Department. EEO/AA
The University of California is an Equal Opportunity Employer. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories. The University also maintains affirmative action and anti-discrimination efforts as required by policy.
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Job ID:
81086 Location:
Santa Cruz Full/Part Time:
Full Time How to Apply For full consideration, applicants should attach their resume and cover letter when applying for a job opening. For guidance related to the application process or if you are experiencing difficulties when applying, please review the Applicant Resources on our website. How to Apply Troubleshooting Tips for Applicants FAQ's Initial Review Date (IRD) UC Santa Cruz jobs are posted until filled. All application materials submitted by 11:59 pm on the IRD will be routed to the hiring team for consideration. NOTE: Applicants who miss the IRD are still encouraged to apply; their materials will still be forwarded for consideration if requested by the hiring team. Application materials cannot be accepted outside of the jobs portal. Applications cannot be edited on an applicant's behalf. For more information about the IRD and the applicant review process, view this link. The IRD for this job is:
10-09-2025 About UC Santa Cruz
UC Santa Cruz is a public university like no other in California, combining the experience of a small, liberal arts college with the depth and rigor of a major research university. It’s known as an unconventional place where innovation and experimentation is part of the campus’s DNA. That playful, bold spirit still thrives today, all on a campus renowned as among the most beautiful in the world. Department Overview
The Financial Aid and Scholarship Office (FASO) provides aid to students and families and is part of Enrollment Management. The office works closely with Undergraduate Admissions and other units to minimize financial barriers and support students in achieving their educational goals. Job Summary
In consultation with the Associate Director, the incumbent is responsible for ensuring that aid for special programs is administered according to federal, state, and institutional regulations. They maintain, develop, and modify policies and procedures for customer service and special programs, coordinate activities with management and systems staff, supervise advising staff in customer service and special programs (Education Abroad, non-UC EAP, consortiums, and summer session), conduct annual performance evaluations, monitor workloads, coordinate training, and implement corrective actions. The incumbent also performs needs analysis and contributes to advising students, staff, and the campus community via one-on-one advising, publications, presentations, workshops, and online channels. They evaluate the effectiveness of customer service and initiate improvements. They apply advanced, specialized expertise in financial aid programs and resolve complex financial aid situations as needed. Appointment Information
Budgeted Salary:
$77,000 - $92,550/year. Salary commensurate with skills, qualifications and experience. Benefits level: Full benefits. Schedule: Full-time, Fixed; 100% time, 40 hours/week, Mon-Fri; Day shift. Employee Classification: Career appointment. Job End Date: None. Work Location: UC Santa Cruz Main Campus/Hybrid. Union Representation: SSAP - SS Union. Job Code Classification: 004528 (FINANCIAL AID OFCR 4) - Grade 22. Travel: Up to 25% of the time. Job Duties
35% - Program Management Ensure special aid programs (Education Abroad, non-UC EAP, consortiums, and summer session) are administered in accordance with federal, state, and institutional policies. Manage the awarding process for special programs and conduct quality control to ensure accuracy and efficiency; maintain, develop, and modify policies and procedures. Serve as liaison between customer service/special programs staff and the Associate Director of Advising to interpret needs and streamline processes; perform needs analysis and manage a caseload for one or more programs. Manage all areas of customer service (front desk, phone, email, web communications); maintain staff schedules and stay attuned to campus concerns to adjust workloads or procedures. Ensure periodic customer satisfaction surveys, analyze results, and present improvement recommendations to management. Participate in adviser meetings, manager meetings, and policy retreats to develop and implement policies with other units. 35% - Leadership and Supervision Collaborate with the Director, Associate Director, and other managers to set standards, goals, timelines, and evaluate procedures and workload. Recruit and hire staff and student workers; coordinate training on current policies and procedures. Conduct annual performance evaluations, merit recommendations, and develop goals; provide professional development and initiate corrective actions when needed; maintain updated job descriptions. Coordinate financial aid presentations and workshops; coordinate application completion workshops for new and continuing students. Represent advising staff on campus committees and in other meetings as needed. 30% - Advising Maintain advising and packaging caseload; stay current with student needs and program requirements. Advise students, staff, and the campus community on complex and specialized aid programs via one-on-one advising, publications, presentations, workshops, and online channels. Calculate financial need and aid eligibility using federal and institutional methodologies; analyze documents to verify FAFSA data. Use professional judgment to adjust data and create packages for unique situations and special program considerations; package awards for various scenarios. Advise on complex programs offered by external agencies and coordinate with other units to assist families with special financial circumstances. Assist with understanding billing systems and coordinate with Accounts Receivable, Housing, Cashier, and Registrar as needed. Required Qualifications
Bachelor’s degree or equivalent experience/training. Demonstrated leadership and supervisory skills with initiative, discretion, and good judgment. Advanced knowledge of federal/state aid regulations and institutional programs; familiarity with private scholarships. Advanced knowledge of financial aid procedures, federal need analysis, and packaging regulations; familiarity with federal tax form requirements. Understanding of diverse staff and student needs; strong analytical, written and verbal communication skills. Ability to interpret data and improve work methods; detail-oriented and able to work under pressure and deadlines. Preferred Qualifications
Experience with complex databases and data analysis; knowledge of university-specific applications. Experience with Oracle/PeopleSoft or equivalent student information systems; ability to develop policies and quickly gain technical expertise in financial aid modules. Ability to communicate effectively in English and Spanish with students and parents. Special Conditions of Employment
Pre-employment criminal history background check. Employment misconduct disclosure process. Ability to work long periods at a computer; hybrid work schedule; telecommuting compliance. Complete required training within specified time frames, including UC compliance training. Maintain professional appearance and conduct; exercise discretion with sensitive information and ensure data protection. UC vaccination policy applicable to all employees. Mandated reporter under CANRA; sign statement acknowledging reporting requirements. Misconduct Disclosure Requirement
As a condition of employment, the final candidate must disclose any final administrative or judicial decisions in the last seven years concerning misconduct or related proceedings. Safety Statement
All UCSC employees must follow safety procedures, attend required health and safety training, promote safety at work, and promptly report incidents. Notice of Availability
The Annual Security and Fire Safety Report (ASFSR) is available at: https://compliance.ucsc.edu/campus-safety-compliance/annual-reports/ Paper copies are available upon request from UCSC Police Department. EEO/AA
The University of California is an Equal Opportunity Employer. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories. The University also maintains affirmative action and anti-discrimination efforts as required by policy.
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