Customer Service Specialist (Administrative Analyst/Specialist Non-Exempt)

Job Title

Customer Service Specialist

Classification

Administrative Analyst/Specialist Non-Exempt

AutoReqId

536445

Department

Student Business Services

Sub-Division

Business and Administrative Services

Salary Range

Classification Range $3,694 - $7,131 per month

(Hiring range depending on qualifications, not anticipated to exceed $3,694 - $3,900 per month)

Appointment Type

Ongoing

Time Base

Full Time

Work Schedule

Monday – Friday, 8:00 AM – 5:00 PM

About CSUF

Standing on 241 acres in the heart of Southern California, the University was founded in 1957 and has grown into a population of over 40,000 students. As Titans, we believe that diverse perspectives deepen our understanding. We are committed to giving students the support they need to graduate, while responding to California’s revolving work force needs. At California State University, Fullerton we strive for continual improvement of students, staff, faculty, and administrators through orientations, training programs, and professional development opportunities. As part of the Titan Community, you have access to many campus facilities and services including but not limited to the Grand Central Art Center in Santa Ana, the Arboretum and Botanical Garden at Cal State Fullerton, cultural events and performances in the Clayes Performing Arts Center, Cal State Fullerton Athletics sports events, Titan Recreation Center, and the Employee Wellness Program.

Job Summary

It is an exciting time to join Cal State Fullerton as we are an in demand comprehensive university that is driven to shape the future of education and foster a vibrant community of diverse students, faculty, staff, and administrators who uphold values of inclusive excellence, free speech, and an environment free from discrimination. We are continuously seeking individuals from various career disciplines that share the University’s mission and core values. We warmly welcome you to consider joining the Titan Community where minds expand and opportunities flourish.
About the Position:

Student Business Services is part of the Division of Administration and Finance. We operate as our university's cashiers and collect, allocate, and safeguard funds between students, banks, other departments, and various external sources. Account specialists are available to offer private consultation and personalized meetings to find payment solutions. Our Customer Service centers are ready to answer inquiries about student financial accounts and other related issues. We seek an exceptional individual to join our team as the Customer Service Specialist (Administrative Analyst/Specialist-Non-Exempt). The ideal candidate in this role should have a positive attitude and an active, energetic mind characterized by highly ethical practices and a commitment to diversity, openness, flexibility, integrity, and kindness.

Under general direction, reporting to the Associate Director of Student Business Services, the Student Business Services (SBS) Customer Service Representative independently provides information, advice, and counsel on a variety of federal, state, and institutional student policies and procedures. The Student Business Services Customer Service Representative has clear student-centered philosophy and will act as the front door and face of Student Business Services Customer Service division. The position is also responsible for researching, investigating, analyzing, and following up with student questions, while, at the same time, providing excellent Customer Service and advice to students, parents, and university departments regarding CSU Fullerton policies and procedures. Maintains confidentially and adheres to FERPA privacy guidelines while reporting accurate financial data/detail to staff, students, faculty, and other customers. Expected to have in-depth knowledge of CSUF campus policies and procedures. Will remain up to date on industry standards and implement them as they apply. Represents SBS by effectively communicating with diverse groups including students, faculty, staff, and the public by providing courteous, prompt and excellent Customer Service. Values quality and timeliness of work and is self-directed. Responsible to provide back-up on phones, live chat, and in-person SBS services as needed. Must have the ability to focus on problem solving and work collaboratively in a team-oriented environment. Strong attention to detail and flexibility to work within a team environment is essential as is the ability to multitask. Work closely with Financial Aid, Admissions, Registrar, Accounts Payable and other Student Service departments to provide seamless Customer Service. Must be an effective written communicator and can oversee minor clerical operations. Assist in monitoring and creating content for departmental social media platforms to aid with Customer Service. Other duties as assigned.

Essential Qualifications

Bachelor’s degree from an accredited four-year college or university and/or the equivalent training and administrative work experience involving the study, analysis, evaluation, development or improvement of administrative policies, procedures, practices, or programs. Working knowledge of the general practices, program, or administrative specialty. Basic knowledge of and the ability to apply fundamental concepts. Working knowledge of budget policies and procedures. Ability to learn, interpret, and apply a wide variety of policies and procedures relating to and impacting the applicable program, organizational unit, or administrative specialty. Knowledge of and the ability to apply basic methods and procedures used for research and statistical analysis. Ability to analyze data and make accurate projections using business mathematics and basic statistical techniques. Ability to make independent decisions, exercise sound judgment, handle multiple priorities, and organize and plan work assignments. Ability to compile, write, and present reports related to program or administrative specialty. Demonstrated ability to establish and maintain cooperative working relationships.

A background check (including a criminal records check) must be completed satisfactorily and is required for employment. CSU will make a conditional offer of employment, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Failure to complete the background check satisfactorily may affect the continued employment of a current CSU employee who was conditionally offered the position.

Preferred Qualifications

Experience using PeopleSoft Student Financials functionality in a university environment. Working knowledge of Federal/CSU rules and policies. Experience providing Customer Service in a Higher Educational environment.

Special Working Conditions

Notice of Non-Discrimination on the Basis of Gender or Sex and Contact Information for Title IX Coordinator

Additional Information

California State University, Fullerton celebrates all forms of diversity and is deeply committed to fostering an inclusive environment where students, staff, administrators, and faculty thrive. Individuals interested in advancing the University’s strategic diversity goals are strongly encouraged to apply. Reasonable accommodations will be provided for qualified applicants with disabilities who self-disclose.

As of January 1, 2022, the CSU Out-of-State Employment Policy prohibits the hiring of employees to perform CSU-related work outside the state of California.

Multiple positions may be hired from this recruitment based on the strength of the applicant pool.
If you are applying for a staff position, please note that you are not eligible to work concurrently in a staff position and an Academic Student position such as a Graduate Assistant, Teaching Associate, Instructional Student Assistant, or Student Assistant position.
Regular attendance is considered an essential job function; the inability to meet attendance requirements may preclude the employee from retaining employment.

Employee/applicant who applies for a position may be required to successfully complete job-related performance test(s) as part of the selection process.
Online application/resume must be received by electronic submission on the final filing date by 9:00 PM (Pacific Standard Time)/midnight (Eastern Standard Time). Applicants who fail to complete all sections of the online application form will be disqualified from consideration.
California State University, Fullerton is not a sponsoring agency for staff or management positions (i.e., H1-B Visas).

Hiring Preference

On-Campus CSUEU Employees