University of California - Santa Cruz
Assistant Director Customer Service, Special Programs and Outreach
University of California - Santa Cruz, Santa Cruz, California, us, 95061
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.
IRD for this job :
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 is known for innovation and experimentation as part of the campus DNA, with a playful, bold spirit on a campus renowned as among the most beautiful in the world.
DEPARTMENT OVERVIEW The Financial Aid and Scholarship Office (FASO) delivers high‑quality service to students and families and supports access to a broad range of aid programs. Enrollment Management includes Financial Aid and Scholarships, Orientation and Undergraduate Admissions, and is part of Undergraduate Education. This office collaborates with campus partners and academic committees to support students’ educational goals. More information can be found at https://financialaid.ucsc.edu/.
JOB SUMMARY
In consultation with the Associate Director, the incumbent ensures aid for special programs is administered according to federal, state, and institutional regulations. They maintain, develop, and modify policies for customer service and special programs, and coordinate activities with management and systems staff. The Assistant Director Customer Service, Special Programs and Outreach supervises advising staff in customer service and special programs (Education Abroad, non-UC EAP, consortiums, and summer session). They conduct annual performance evaluations, monitor workloads, coordinate training, and implement corrective actions. The role includes needs analysis and processing caseload, student advising, publications, presentations, workshops, and online engagement on financial aid. They evaluate customer service effectiveness and initiate improvements, applying advanced expertise to financial aid programs and resolving complex situations.
APPOINTMENT INFORMATION Budgeted Salary:
$77,000 - $92,550/year. Salary commensurate with skills, qualifications and experience.
Under California law, UC Santa Cruz posts a reasonable estimate of compensation. The salary shown is the budgeted amount the University expects to pay and should not be exceeded.
Benefits Level Eligibility:
Full benefits
SCHEDULE INFORMATION
Full-time, Fixed
Percentage of Time: 100%, 40 Hours per Week
Days of the Week: Mon-Fri
Shift Includes: Day
Employee Classification:
Career appointment
Job End Date:
None
Work Location:
UC Santa Cruz Main Campus/Hybrid
Union Representation:
Student Services and Advising Professionals (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
In consultation with the Associate Director and by monitoring program regulations, ensures special aid programs (Education Abroad, non-UC EAP, consortiums, and summer session) are administered in accordance with federal, state, and institutional policies.
Manages the awarding process for special programs, and conducts quality control assurance measures to ensure accuracy and efficiency of awarding methods as prescribed by leadership. Maintains, develops, and modifies policies and procedures for these programs.
Acts as liaison between customer service/special programs staff and the Associate Director of Advising to interpret needs and streamline processes; responsibilities include needs analysis and processing caseload for one or more financial aid related programs.
Manages all areas of customer service (front desk, phone, email, web communications); maintains staff assignments and stays current with campus concerns to adjust workloads/procedures.
Ensures periodic customer satisfaction surveys, analyzes results, and reports on improvements; presents change recommendations to management.
Participates in adviser meetings and policy retreats to discuss issues and implement policies with advising, data management, systems, and other offices.
35% - Leadership and Supervision
Leads with the Director and Associate Director to set standards, goals, and schedules; evaluates office procedures and staff workload.
Oversees recruitment, hiring, and training of staff in the customer service and special programs unit.
Conducts annual performance evaluations, merit recommendations, and professional development; manages disciplinary actions as needed; maintains updated job descriptions.
Coordinates financial aid presentations and workshops; organizes application completion workshops for students before deadlines.
Represents advising staff on campus committees and in meetings as needed.
30% - Advising
Maintains advising and packaging caseload; stays current with student needs and requirements.
Provides advising on complex and specialized aid programs via one-on-one sessions, publications, presentations, workshops, and social media.
Calculates need and eligibility using federal and institutional methodologies; analyzes tax returns and financial information to verify FAFSA data.
Uses professional judgment to adjust data and create packages for unique situations and special program considerations.
Packages and revises awards for changes in enrollment, residency, or other aid sources.
Advises students and families on complex aid programs and supports families with special financial circumstances.
Assists with understanding student billing and coordinates with Accounts Receivable, Housing, Cashier, and Registrar as needed.
REQUIRED QUALIFICATIONS
Bachelor's degree or equivalent experience
Demonstrated leadership, supervisory skills, initiative, discretion, and good judgment
Advanced knowledge of federal/state aid regulations and institutional programs
Advanced knowledge of aid application procedures, need analysis methodologies, and packaging policies; familiarity with tax forms
Understanding of diverse student/staff needs
Analytical skills to identify problems and improve methods
Excellent written and verbal communication; ability to write for web pages and reports; effective public speaking
Ability to work under pressure with attention to detail and prioritization
PREFERRED QUALIFICATIONS
Experience with complex databases and data analysis; knowledge of university software
Experience with Oracle/PeopleSoft or equivalent
Ability to develop and understand financial aid policies for an integrated student system
Ability to communicate 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 and UCSC telecommuting agreement
Complete required training including UC compliance training; maintain professional appearance and conduct
Exercise discretion with sensitive information; protect data and privacy; comply with data protection policies
UC vaccination policy compliance
CANRA Mandated Reporter; sign acknowledgment prior to employment
MISCONDUCT DISCLOSURE REQUIREMENT As a condition of employment, the final candidate must disclose any misconduct findings or ongoing investigations within the last seven years, in accordance with UC policies.
SAFETY STATEMENT All UCSC employees must follow safety procedures, attend required health and safety training, and report accidents or injuries.
NOTICE OF AVAILABILITY In compliance with the Clery Act, the Annual Security and Fire Safety Report (ASFSR) is available at: https://chancellor.ucsc.edu/annual-security-reports/.
This report is published by October 1st each year and includes campus safety policies and statistics. A paper copy is available upon request from the UCSC Police Department.
EEO/AA The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories. It is the policy of the University of California to undertake affirmative action and anti-discrimination efforts.
#J-18808-Ljbffr
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.
IRD for this job :
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 is known for innovation and experimentation as part of the campus DNA, with a playful, bold spirit on a campus renowned as among the most beautiful in the world.
DEPARTMENT OVERVIEW The Financial Aid and Scholarship Office (FASO) delivers high‑quality service to students and families and supports access to a broad range of aid programs. Enrollment Management includes Financial Aid and Scholarships, Orientation and Undergraduate Admissions, and is part of Undergraduate Education. This office collaborates with campus partners and academic committees to support students’ educational goals. More information can be found at https://financialaid.ucsc.edu/.
JOB SUMMARY
In consultation with the Associate Director, the incumbent ensures aid for special programs is administered according to federal, state, and institutional regulations. They maintain, develop, and modify policies for customer service and special programs, and coordinate activities with management and systems staff. The Assistant Director Customer Service, Special Programs and Outreach supervises advising staff in customer service and special programs (Education Abroad, non-UC EAP, consortiums, and summer session). They conduct annual performance evaluations, monitor workloads, coordinate training, and implement corrective actions. The role includes needs analysis and processing caseload, student advising, publications, presentations, workshops, and online engagement on financial aid. They evaluate customer service effectiveness and initiate improvements, applying advanced expertise to financial aid programs and resolving complex situations.
APPOINTMENT INFORMATION Budgeted Salary:
$77,000 - $92,550/year. Salary commensurate with skills, qualifications and experience.
Under California law, UC Santa Cruz posts a reasonable estimate of compensation. The salary shown is the budgeted amount the University expects to pay and should not be exceeded.
Benefits Level Eligibility:
Full benefits
SCHEDULE INFORMATION
Full-time, Fixed
Percentage of Time: 100%, 40 Hours per Week
Days of the Week: Mon-Fri
Shift Includes: Day
Employee Classification:
Career appointment
Job End Date:
None
Work Location:
UC Santa Cruz Main Campus/Hybrid
Union Representation:
Student Services and Advising Professionals (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
In consultation with the Associate Director and by monitoring program regulations, ensures special aid programs (Education Abroad, non-UC EAP, consortiums, and summer session) are administered in accordance with federal, state, and institutional policies.
Manages the awarding process for special programs, and conducts quality control assurance measures to ensure accuracy and efficiency of awarding methods as prescribed by leadership. Maintains, develops, and modifies policies and procedures for these programs.
Acts as liaison between customer service/special programs staff and the Associate Director of Advising to interpret needs and streamline processes; responsibilities include needs analysis and processing caseload for one or more financial aid related programs.
Manages all areas of customer service (front desk, phone, email, web communications); maintains staff assignments and stays current with campus concerns to adjust workloads/procedures.
Ensures periodic customer satisfaction surveys, analyzes results, and reports on improvements; presents change recommendations to management.
Participates in adviser meetings and policy retreats to discuss issues and implement policies with advising, data management, systems, and other offices.
35% - Leadership and Supervision
Leads with the Director and Associate Director to set standards, goals, and schedules; evaluates office procedures and staff workload.
Oversees recruitment, hiring, and training of staff in the customer service and special programs unit.
Conducts annual performance evaluations, merit recommendations, and professional development; manages disciplinary actions as needed; maintains updated job descriptions.
Coordinates financial aid presentations and workshops; organizes application completion workshops for students before deadlines.
Represents advising staff on campus committees and in meetings as needed.
30% - Advising
Maintains advising and packaging caseload; stays current with student needs and requirements.
Provides advising on complex and specialized aid programs via one-on-one sessions, publications, presentations, workshops, and social media.
Calculates need and eligibility using federal and institutional methodologies; analyzes tax returns and financial information to verify FAFSA data.
Uses professional judgment to adjust data and create packages for unique situations and special program considerations.
Packages and revises awards for changes in enrollment, residency, or other aid sources.
Advises students and families on complex aid programs and supports families with special financial circumstances.
Assists with understanding student billing and coordinates with Accounts Receivable, Housing, Cashier, and Registrar as needed.
REQUIRED QUALIFICATIONS
Bachelor's degree or equivalent experience
Demonstrated leadership, supervisory skills, initiative, discretion, and good judgment
Advanced knowledge of federal/state aid regulations and institutional programs
Advanced knowledge of aid application procedures, need analysis methodologies, and packaging policies; familiarity with tax forms
Understanding of diverse student/staff needs
Analytical skills to identify problems and improve methods
Excellent written and verbal communication; ability to write for web pages and reports; effective public speaking
Ability to work under pressure with attention to detail and prioritization
PREFERRED QUALIFICATIONS
Experience with complex databases and data analysis; knowledge of university software
Experience with Oracle/PeopleSoft or equivalent
Ability to develop and understand financial aid policies for an integrated student system
Ability to communicate 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 and UCSC telecommuting agreement
Complete required training including UC compliance training; maintain professional appearance and conduct
Exercise discretion with sensitive information; protect data and privacy; comply with data protection policies
UC vaccination policy compliance
CANRA Mandated Reporter; sign acknowledgment prior to employment
MISCONDUCT DISCLOSURE REQUIREMENT As a condition of employment, the final candidate must disclose any misconduct findings or ongoing investigations within the last seven years, in accordance with UC policies.
SAFETY STATEMENT All UCSC employees must follow safety procedures, attend required health and safety training, and report accidents or injuries.
NOTICE OF AVAILABILITY In compliance with the Clery Act, the Annual Security and Fire Safety Report (ASFSR) is available at: https://chancellor.ucsc.edu/annual-security-reports/.
This report is published by October 1st each year and includes campus safety policies and statistics. A paper copy is available upon request from the UCSC Police Department.
EEO/AA The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories. It is the policy of the University of California to undertake affirmative action and anti-discrimination efforts.
#J-18808-Ljbffr