HOSS Services Manager

Job ID:
Location: Main Campus - UCR
Schedule: 8AM - 5PM
Category: Student Affairs and Advising
Salary: $61,000 - $106,800
Full/Part Time: Full-time(100%)
Organization: Enrollment Services
Department: Highlander One Stop Shop
Application Deadline: Open Until Filled

Position 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 Requirements

Bachelor's degree in related area and/or equivalent experience/training.
Required

Experience Requirements

4 - 7 years of related experience.
Required

Previous supervisory/managerial experience.
Preferred

Minimum Requirements

Knowledge 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 Qualifications

Knowledge 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:
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

Job Description Details:
General Information

Job Title
004578

Grade
Todd Ross

Supervisor

10%

Counsels and evaluates employee performance.

0%

Provides training to subordinates.

0%

Recommends corrective action, hiring, and separation of employees when appropriate.

0%


To apply, visit https://jobsportal.ucr.edu/jobs/34058957







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