Under the general supervision of the Assistant Director of Student Business Services, the incumbent independently provides information and assistance to customers regarding general procedures, policies, regulations, and programs governing areas of Student Business Services (SBS), Financial Aid (FA), Registrar (RO), and other offices as necessary that bill charges to the student information system, Banner. The highly organized individual will apply guidelines of Family Education Rights and Privacy Act (FERPA) to analyze and interpret student accounts knowledgeably communicating account activity to students, parents, and the campus community. The incumbent provides customer service assistance and high level administrative support to the unit performing as the primary point of contact and customer representative answering all incoming calls and performs a variety of duties related to the Billings Receivables system. The incumbent will address a wide range of questions that require an in-depth knowledge of various systems, processes, and federal and state regulations, including questions relating to refunds, stop payments, deferred payment plans, student deferments/third-party contract payment processing, placing and clearing holds, establishing payment agreements, answers department emails, and opening department mail. The incumbent will be responsible to accurately interpret student accounts in both the Banner, student account online (CASHNet) system, and charge back system, fielding complex customer complaints to lead desk and/or supervisor where applicable. Provides coverage in the HOSS (Highlander One Stop Shop Counter) when additional staff is needed and/or in the absence of department representative. The HOSS provides consolidated customer service assistance for student service functions of the core student offices; SBS, Financial Aid, Registrar, and Admissions. The incumbent will be required to provide customer service guidance to students and campus constituents answering and fielding questions serving as the front line representative for the UCR Campus. Other duties as assigned.

**As a condition of employment, you will be required to comply with the University of California SARS-CoV-2 (COVID-19) Vaccination Program Policy. All Covered Individuals under the policy must provide proof of Full Vaccination or submit a request for Exception (based on Medical Exemption, Disability, and/or Religious Objection) or Deferral (based on pregnancy) no later than the applicable deadline. For new University of California employees, the applicable deadline is ten weeks after their first date of employment.**

Education Requirements

Strong organizational skills to coordinate and prioritize fluctuating workload with multiple interruptions and constantly changing priorities.
Demonstrated computer proficiency using Microsoft Office (Word, Excel, Outlook), or other equivalent software, internet search engines for data gathering purposes, e-mail messaging, calendar systems, and web-based software applications.
Excellent verbal and written communication skills to effectively and professionally interact with diverse groups using tact and diplomacy with the ability to communicate patiently and courteously with difficult individuals.
Skill in listening, anticipating, and responding to the needs of customers to achieve excellent customer service measured by outcomes rather than activities.
Skill to work effectively as an individual, as well as successfully function as part of a team to accomplish a common goal.
Ability to interpret and apply federal, state, and UC regulations pertaining to student records, including the Family Educational Rights and Privacy Act (FERPA). Ability to maintain confidentiality at all times.
Strong basic mathematical abilities and a keen eye for detail.
Skill in creating and editing documents in word processing applications using moderately advanced features.
Knowledge of and/or experience using an automated and integrated on-line billing/receivable systems.

Knowledge of UCR policies and procedures governing areas related to the responsibilities of the position.

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.