University of California Riverside
HOSS Services Manager
University of California Riverside, Riverside, California, United States, 92504
HOSS Services ManagerJob ID:Location:
Main Campus - UCRSchedule:
8AM - 5PMCategory:
Student Affairs and AdvisingSalary:
$61,000 - $106,800Full/Part Time:
Full-time(100%)Organization:
Enrollment ServicesDepartment:
Highlander One Stop ShopApplication Deadline:
Open Until FilledPosition Information:The HOSS is a campus function that has consolidated services to maximize efficiency, improve customer (student) services, and foster staff collaboration in the areas of Undergraduate Admissions, Student Business Services, Financial Aid, and the Office of the Registrar. Under the Leadership of the Associate Vice Chancellor of Enrollment Services, the HOSS Lead holds a significant impact on the overall success of the heavy customer walk-in One Stop Counter and the Highlander Port. With the overarching goal of providing excellent customer service, the HOSS Lead strives in a complex environment to ensure the HOSS operation is streamlined, meeting the needs of our diverse student population, and interacting appropriately with the departments it represents. Information Specialists and department representatives build a level of transparency and accessibility to the UCR community as front line representatives of the UCR campus regarding procedures, policies, regulations and programs governing the areas of Financial Aid, Registrar, Student Business Services, and Undergraduate Admissions. Serves as the Financial Aid Office subject matter expert at the HOSS, providing direction and support in the areas of needs analysis, Free Application for Federal Student Aid (Update to FAFSA from FASFA), CA Dream Act Application (CADAA), document verification, expected family contribution (EFC) and disbursement of financial aid funds. Experience with guiding students and parents in the use of the California Student Aid Commission (CSAC) website, student loans.gov, and other student self-service tools. Responsible for the overall operation of the HOSS, to include maintaining a clean, organized customer facing operation managing operation statistics and reports; managing lines as needed; escalating student issues as needed, and promoting a culture of collaboration, process improvement, active listening, and inclusion.The salary range for the HOSS Services Manager is $61,000 - $106,800 annually. However, the expected pay scale for this position is $61,000 - $67,560 annually. We base salary offers on a variety of considerations, such as education, licensure and certifications, experience, and other business and organizational needs.Applicants must have current work authorization when accepting a UCR staff position. Currently, we are unable to sponsor or take over sponsorship of an employment Visa for staff.As a University employee, you will be required to comply with all applicable University policies and/or collective bargaining agreements, as may be amended from time to time. Federal, state, or local government directives may impose additional requirements.Requirements:Educational RequirementsBachelor's degree in related area and/or equivalent experience/training. RequiredExperience Requirements4 - 7 years of related experience. RequiredPrevious supervisory/managerial experience. PreferredMinimum RequirementsKnowledge of advising and counseling technique and knowledge of University and departmental principles and procedures involved in risk assessment and evaluating risks as to likelihood and consequences.Skills in active listening, critical thinking, negotiation, problem solving, reasoning, organizing, written and verbal communication, multitasking.Strong written and verbal communication. Active listening skills. Possesses strong customer service orientation skills.Preferred QualificationsKnowledge of University processes and procedures.Strong ability to assess processes and implement improvements.Organizational skills and ability to prioritize work and meet deadlines.Working knowledge in higher education areas of Undergraduate Admissions, Registrar, Financial Aid, Summer Session and Student Business Services.Strong proficiency with standard office software as well as internet and email applications. Working knowledge of common University-specific computer application programs.Understanding of customer service practices and the ability to train others in delivering high-quality service.Ability to prioritize tasks, manage multiple responsibilities, and ensure that student employees are meeting their performance targets.Ability to adapt to changing circumstances and manage a dynamic student facing customer service environment.Ability to handle conflicts and provide resolution in a calm and professional manner.Ability to use call management software and other relevant technologies to monitor call center performance and guide student employees.Additional Information:In the Heart of Inland Southern California, UC Riverside is located on nearly 1,200 acres near Box Springs Mountain in Southern California; the park-like campus provides convenient access to the vibrant and growing Inland region. The campus is a living laboratory for the exploration of issues critical to growing communities' air, water, energy, transportation, politics, the arts, history, and culture. UCR gives every student, faculty and staff member the resources to explore, engage, imagine and excel.UC Riverside is recognized as one of the most ethnically diverse research universities in the country boasting several key rankings of which we are extremely proud.UC Riverside is proud to be ranked No. 12 among all U.S. universities, according to Money Magazine's 2020 rankings, and among the top 1 percent of universities worldwide, according to the 2019-20 Center for World University rankings.UC Riverside is the top university in the United States for social mobility. - U.S. News 2020UCR is a member of the University Innovation Alliance, the leading national coalition of public research universities committed to improving student success for low-income, first-generation, and students of color.Among top-tier universities, UC Riverside ranks No. 2 in financial aid. - Business Insider 2019Ranked No. 2 in the world for research, UCR's Department of Entomology maintains one of the largest collections of insect specimens in the nation. - Center for World University RankingsUCR's distinguished faculty boasts 2 Nobel Laureates, and 13 members of the National Academies of Science and Medicine.The University of California is an Equal Opportunity/Affirmative Action Employer with a strong institutional commitment to the achievement of excellence and diversity among its faculty and staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by law.For information about our generous employee benefits package, visit:
Employee Benefits OverviewJob Description Details:General InformationJob TitleSTDT SVC SUPV 1Job Code004578Grade20Department HeadTodd RossSupervisorTodd RossPositions Directly SupervisedJob CodeTitleFTE004922STDT 13Generic ScopeProvides immediate supervision to a unit or group of operational or technical employees. A portion of time may be spent performing individual tasks related to the unit; however, supervisory activities must constitute a primary part of the job. Supervises unit operations to ensure compliance with departmental or organizational policies, procedures, and defined internal controls. Ensures accountability and stewardship of department resources (operational, financial, and human) in compliance with departmental standards and procedures.Custom ScopeProvides supervision to Student Services Assistants ensuring that procedural guidance to students is timely and accurate. Directs subordinates to guidelines, schedules, and departmental/school/college course requirement literature.Department Custom ScopeThe Highlander One-Stop Shop (HOSS) is a vital campus function designed to consolidate services, maximize efficiency, improve student services, and foster staff collaboration in Undergraduate Admissions, Student Business Services, Financial Aid, Transfer Credit and Articulation Services, Summer Sessions, and the Office of the Registrar. The HOSS Services Manager plays a critical role in the success of HOSS operations and the implementation of the Enrollment Services Strategic Plan. The HOSS Services Manager is responsible for supervising the student workers in the HOSS and the One Stop Call/Email Center, maintaining a clean and organized customer-facing operation, escalating student issues as needed, and promoting a culture of collaboration, process improvement, active listening, and inclusion. This role involves working closely with the HOSS Director to develop and implement a comprehensive training plan for HOSS Specialists and HOSS Student Employees. The HOSS Services Manager must have a broad knowledge of all service areas within the HOSS and will serve as the Financial Aid Office subject matter expert. The HOSS Services Manager significantly impacts the efficiency and effectiveness of the HOSS operation, ensuring seamless service delivery and contributing to the overall success of the Enrollment Services Strategic Plan.Key Responsibilities:Responsible for providing excellent customer service to the UCR Community as front-line representatives of the UCR campus regarding policies, procedures, regulations and programs in the areas of Financial Aid, Registrar, Student Business Services, Summer Sessions and Undergraduate Admissions. Utilizes student information system and other online resources to analyze, research and respond to student inquiries. Facilitates and documents, form distribution by verifying completion and designate appropriate departments for dissemination.Provides guidance and direction to Student Services Assistants on complex procedural and operational issues. Responsible for recruiting, training, and supervising students who handle inquiries related to admissions, financial aid, registration, and other student services. The Supervisor will ensure that student workers deliver accurate, timely, and courteous support to callers, while maintaining a high standard of service. Additionally, the Supervisor will monitor call center performance, manage schedules, and develop training materials to ensure consistent and effective communication across the team. This role requires strong leadership skills, attention to detail, and a commitment to enhancing the student experience at UCR.Monitors employee performance and provides direction and assistance. Ensures that students are equipped to deliver high-quality service and fosters an environment of continuous learning and improvement. Key responsibilities include conducting performance reviews, offering constructive feedback, and implementing training programs to enhance the effectiveness of the call center team.Recommends employees for promotion when warranted. Recommends corrective action, hiring and separation for the student assistants when appropriate. Provides training to the student assistants on a daily basis to keep them abreast of what is happening in the call center.Analyzes a variety of factors (financial data, family circumstances, social backgrounds, academic status, educational goals) and applies knowledge of federal, state, University and outside agency laws, regulations, and policies for determining a student's eligibility for financial aid.Counsels and evaluates employee performance.Provides training to subordinates.Recommends corrective action, hiring, and separation of employees when appropriate.To apply, visit
https://jobsportal.ucr.edu/jobs/34058957
#J-18808-Ljbffr
Main Campus - UCRSchedule:
8AM - 5PMCategory:
Student Affairs and AdvisingSalary:
$61,000 - $106,800Full/Part Time:
Full-time(100%)Organization:
Enrollment ServicesDepartment:
Highlander One Stop ShopApplication Deadline:
Open Until FilledPosition Information:The HOSS is a campus function that has consolidated services to maximize efficiency, improve customer (student) services, and foster staff collaboration in the areas of Undergraduate Admissions, Student Business Services, Financial Aid, and the Office of the Registrar. Under the Leadership of the Associate Vice Chancellor of Enrollment Services, the HOSS Lead holds a significant impact on the overall success of the heavy customer walk-in One Stop Counter and the Highlander Port. With the overarching goal of providing excellent customer service, the HOSS Lead strives in a complex environment to ensure the HOSS operation is streamlined, meeting the needs of our diverse student population, and interacting appropriately with the departments it represents. Information Specialists and department representatives build a level of transparency and accessibility to the UCR community as front line representatives of the UCR campus regarding procedures, policies, regulations and programs governing the areas of Financial Aid, Registrar, Student Business Services, and Undergraduate Admissions. Serves as the Financial Aid Office subject matter expert at the HOSS, providing direction and support in the areas of needs analysis, Free Application for Federal Student Aid (Update to FAFSA from FASFA), CA Dream Act Application (CADAA), document verification, expected family contribution (EFC) and disbursement of financial aid funds. Experience with guiding students and parents in the use of the California Student Aid Commission (CSAC) website, student loans.gov, and other student self-service tools. Responsible for the overall operation of the HOSS, to include maintaining a clean, organized customer facing operation managing operation statistics and reports; managing lines as needed; escalating student issues as needed, and promoting a culture of collaboration, process improvement, active listening, and inclusion.The salary range for the HOSS Services Manager is $61,000 - $106,800 annually. However, the expected pay scale for this position is $61,000 - $67,560 annually. We base salary offers on a variety of considerations, such as education, licensure and certifications, experience, and other business and organizational needs.Applicants must have current work authorization when accepting a UCR staff position. Currently, we are unable to sponsor or take over sponsorship of an employment Visa for staff.As a University employee, you will be required to comply with all applicable University policies and/or collective bargaining agreements, as may be amended from time to time. Federal, state, or local government directives may impose additional requirements.Requirements:Educational RequirementsBachelor's degree in related area and/or equivalent experience/training. RequiredExperience Requirements4 - 7 years of related experience. RequiredPrevious supervisory/managerial experience. PreferredMinimum RequirementsKnowledge of advising and counseling technique and knowledge of University and departmental principles and procedures involved in risk assessment and evaluating risks as to likelihood and consequences.Skills in active listening, critical thinking, negotiation, problem solving, reasoning, organizing, written and verbal communication, multitasking.Strong written and verbal communication. Active listening skills. Possesses strong customer service orientation skills.Preferred QualificationsKnowledge of University processes and procedures.Strong ability to assess processes and implement improvements.Organizational skills and ability to prioritize work and meet deadlines.Working knowledge in higher education areas of Undergraduate Admissions, Registrar, Financial Aid, Summer Session and Student Business Services.Strong proficiency with standard office software as well as internet and email applications. Working knowledge of common University-specific computer application programs.Understanding of customer service practices and the ability to train others in delivering high-quality service.Ability to prioritize tasks, manage multiple responsibilities, and ensure that student employees are meeting their performance targets.Ability to adapt to changing circumstances and manage a dynamic student facing customer service environment.Ability to handle conflicts and provide resolution in a calm and professional manner.Ability to use call management software and other relevant technologies to monitor call center performance and guide student employees.Additional Information:In the Heart of Inland Southern California, UC Riverside is located on nearly 1,200 acres near Box Springs Mountain in Southern California; the park-like campus provides convenient access to the vibrant and growing Inland region. The campus is a living laboratory for the exploration of issues critical to growing communities' air, water, energy, transportation, politics, the arts, history, and culture. UCR gives every student, faculty and staff member the resources to explore, engage, imagine and excel.UC Riverside is recognized as one of the most ethnically diverse research universities in the country boasting several key rankings of which we are extremely proud.UC Riverside is proud to be ranked No. 12 among all U.S. universities, according to Money Magazine's 2020 rankings, and among the top 1 percent of universities worldwide, according to the 2019-20 Center for World University rankings.UC Riverside is the top university in the United States for social mobility. - U.S. News 2020UCR is a member of the University Innovation Alliance, the leading national coalition of public research universities committed to improving student success for low-income, first-generation, and students of color.Among top-tier universities, UC Riverside ranks No. 2 in financial aid. - Business Insider 2019Ranked No. 2 in the world for research, UCR's Department of Entomology maintains one of the largest collections of insect specimens in the nation. - Center for World University RankingsUCR's distinguished faculty boasts 2 Nobel Laureates, and 13 members of the National Academies of Science and Medicine.The University of California is an Equal Opportunity/Affirmative Action Employer with a strong institutional commitment to the achievement of excellence and diversity among its faculty and staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by law.For information about our generous employee benefits package, visit:
Employee Benefits OverviewJob Description Details:General InformationJob TitleSTDT SVC SUPV 1Job Code004578Grade20Department HeadTodd RossSupervisorTodd RossPositions Directly SupervisedJob CodeTitleFTE004922STDT 13Generic ScopeProvides immediate supervision to a unit or group of operational or technical employees. A portion of time may be spent performing individual tasks related to the unit; however, supervisory activities must constitute a primary part of the job. Supervises unit operations to ensure compliance with departmental or organizational policies, procedures, and defined internal controls. Ensures accountability and stewardship of department resources (operational, financial, and human) in compliance with departmental standards and procedures.Custom ScopeProvides supervision to Student Services Assistants ensuring that procedural guidance to students is timely and accurate. Directs subordinates to guidelines, schedules, and departmental/school/college course requirement literature.Department Custom ScopeThe Highlander One-Stop Shop (HOSS) is a vital campus function designed to consolidate services, maximize efficiency, improve student services, and foster staff collaboration in Undergraduate Admissions, Student Business Services, Financial Aid, Transfer Credit and Articulation Services, Summer Sessions, and the Office of the Registrar. The HOSS Services Manager plays a critical role in the success of HOSS operations and the implementation of the Enrollment Services Strategic Plan. The HOSS Services Manager is responsible for supervising the student workers in the HOSS and the One Stop Call/Email Center, maintaining a clean and organized customer-facing operation, escalating student issues as needed, and promoting a culture of collaboration, process improvement, active listening, and inclusion. This role involves working closely with the HOSS Director to develop and implement a comprehensive training plan for HOSS Specialists and HOSS Student Employees. The HOSS Services Manager must have a broad knowledge of all service areas within the HOSS and will serve as the Financial Aid Office subject matter expert. The HOSS Services Manager significantly impacts the efficiency and effectiveness of the HOSS operation, ensuring seamless service delivery and contributing to the overall success of the Enrollment Services Strategic Plan.Key Responsibilities:Responsible for providing excellent customer service to the UCR Community as front-line representatives of the UCR campus regarding policies, procedures, regulations and programs in the areas of Financial Aid, Registrar, Student Business Services, Summer Sessions and Undergraduate Admissions. Utilizes student information system and other online resources to analyze, research and respond to student inquiries. Facilitates and documents, form distribution by verifying completion and designate appropriate departments for dissemination.Provides guidance and direction to Student Services Assistants on complex procedural and operational issues. Responsible for recruiting, training, and supervising students who handle inquiries related to admissions, financial aid, registration, and other student services. The Supervisor will ensure that student workers deliver accurate, timely, and courteous support to callers, while maintaining a high standard of service. Additionally, the Supervisor will monitor call center performance, manage schedules, and develop training materials to ensure consistent and effective communication across the team. This role requires strong leadership skills, attention to detail, and a commitment to enhancing the student experience at UCR.Monitors employee performance and provides direction and assistance. Ensures that students are equipped to deliver high-quality service and fosters an environment of continuous learning and improvement. Key responsibilities include conducting performance reviews, offering constructive feedback, and implementing training programs to enhance the effectiveness of the call center team.Recommends employees for promotion when warranted. Recommends corrective action, hiring and separation for the student assistants when appropriate. Provides training to the student assistants on a daily basis to keep them abreast of what is happening in the call center.Analyzes a variety of factors (financial data, family circumstances, social backgrounds, academic status, educational goals) and applies knowledge of federal, state, University and outside agency laws, regulations, and policies for determining a student's eligibility for financial aid.Counsels and evaluates employee performance.Provides training to subordinates.Recommends corrective action, hiring, and separation of employees when appropriate.To apply, visit
https://jobsportal.ucr.edu/jobs/34058957
#J-18808-Ljbffr