HOSS Information Specialist

Position Information

The Information Specialist is a partner in the campus operation of Highlander One Stop Shop (HOSS) that has consolidated services to maximize efficiency, improve customer (student) services, and foster staff development and interaction in the areas of Undergraduate Admissions, Student Business Services, Office of the Registrar, and Financial Aid. The HOSS strives to create a customer service-oriented environment that establishes a welcoming sense of transparency and accessibility for UCR students. With help from the HOSS Lead, the Information Specialist is primarily responsible for providing information and assistance to UCR's diverse student body and campus community regarding procedures, policies, regulations, and programs governing the areas of Financial Aid, Registrar, Student Business Services, and Undergraduate Admissions. Incumbent must be able to maintain a high level of organization in the administration of duties with frequent interruptions and adjust priorities as circumstance dictate. The Information Specialist will be required to work in a complex environment providing high level independent customer service to walk-in traffic addressing a wide range of questions that require an in-depth knowledge of various systems, processes, and federal and state regulations. With the goal of providing excellent customer service, the Information Specialist will perform a variety of duties in the front counter area in assisting customers and providing administrative support in a fast-paced environment involving heavy walk-in customer traffic. The Information Specialist is also a member of the Customer Service team in the Financial Aid Office and develops a thorough knowledge of all financial aid policies and procedures to be able to communicate verbally and in writing to counsel students, staff, faculty and the public. The person provides support and assistance for the Customer Service team on a broad range of areas including, but not limited to, monitoring and responding to departmental emails, processing fee waiver requests and enrollment verifications from third parties. The Information Specialist will apply guidelines of the Family Education Rights and Privacy Act (FERPA) to analyze and interpret student inquiries.

The full salary range for the HOSS Information Specialist is $27.29 - $39.12 per hour. However, the expected pay scale for this position is $27.29 - $29.18 per hour. 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.

Education

Experience Requirements

• Minimum of 4 years of demonstrated related experience or an equivalent combination of education and experience. (Required)
• Experience within a customer service oriented environment responding to and meeting/exceeding the needs of customers. (Required)
• Two years experience in a high-volume customer service work environment. (Preferred)
• Previous experience in a Financial Aid Office. (Preferred)
• Demonstrated experience with Banner Student Information System. (Preferred)

Minimum Requirements

Ability to work independently while maintaining cooperative working relationships with co-workers in a team environment. Ability to work effectively as an individual and as a team member with diverse groups. Skill in interacting diplomatically withthe public in a high volume, continuous public contact setting. Skill in identifying the customer's perspective and maintaining a commitment to excellence incustomer service. Skill in listening, anticipating, and responding to the needs of customers to achieve excellent customer service measured by outcomes ratherthan activities. Skill in understanding and interpreting the department's policies and procedures to customers to provide options. Ability to interact effectivelywith department staff as well as the campus and outside community. Demonstrated computer proficiency using Microsoft Office (Outlook, Word, Excel) or other equivalent software, internet search engines for data gatheringpurposes, e-mail messaging, calendar systems, and web-based software applications. Skill in creating and editing documents in word processing applicationsusing moderately advanced features. Skill to type rapidly and accurately. Skill in entering and maintaining information in an electronic or written format. Ability to interpret and apply federal, state, and UC regulations pertaining to student records, including the Family Educational Rights and Privacy Act (FERPA). Skill in effectively analyzing and interpreting policies, practices, and guidelines with strict attention to detail. Approaches problem-solving in a systematicmanner and utilizes appropriate resources in seeking solutions. Ability to analyze and interpret detailed financial and enrollment records of individual students. Math skills in adding, subtracting, multiplying, and dividing wholenumbers, fractions and decimals. Ability to compute ratios, rates, and percentages. Ability to maintain confidentiality at all times. Demonstrated organizational skills in managing multiple tasks and timelines. The incumbent must possess the ability to work effectively in a serviceenvironment that is subject to frequent interruptions. Skill in setting priorities that accurately reflects the relative importance of job responsibilities. Skill inaccurate record keeping with strict attention to detail. Demonstrated skill in expressing ideas clearly and convincingly. Ability to effectively, professionally, and tactfully interact and communicate, both orally and inwriting, with students, faculty, staff, and visitors about the operations, policies, and procedures of the functional area. Skill in independently composing letters,memos, reports, and other written communication materials using correct spelling, punctuation, grammar, composition, text editing, and proofreading skills.

Preferred Qualifications

Knowledge of the applicable UC Policies and procedures governing areas related to the responsibilities of the job. Familiarity with student records procedures at a large, public university.

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 2020
  


• UCR 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 2019
  


• Ranked No. 2 in the world for research, UCR's Department of Entomology maintains one of the largest collections of insect specimens the nation. - Center for World University Rankings
  


• UCR'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 Overview