Job no: 545670
Work type: Staff
Location: Bakersfield
Categories: Unit 7 - CSUEU - Clerical and Administrative Support Services, Administrative, Probationary, Full Time, On-site (work in-person at business location)
CLASSIFICATION TITLE: Administrative Support Coordinator II

REQUIRED QUALIFICATIONS:

EDUCATION & EXPERIENCE – High school diploma or GED and five (5) years of recent (within seven years) related office work experience.

SKILLS, KNOWLEDGE & ABILITIES (SKA’S) –

• Regular and reliable attendance is required.
• Comprehensive and detailed knowledge of the university infrastructure, policies, and procedures.
• Expertise in using office software packages, technology, and systems.
• Ability to interpret and apply policies and procedures independently and use judgment and discretion to act when precedents do not exist.
• Ability to troubleshoot most office administration problems and respond to all inquiries and requests related to work area.
• Ability to understand problems from a broader perspective and anticipate the impact of office administration problems and solutions on other areas.
• Ability to analyze operational and procedural problems and develop, recommend, and evaluate proposed solutions.
• Ability to effectively write and present own reports.
• Ability to effectively handle interpersonal interactions at all levels and handle highly sensitive interpersonal situations.
• Ability to use negotiation and persuasion skills to achieve results and expedite projects.
• Ability to work independently and handle multiple work unit priorities, projects, and directors.
• Demonstrated customer service experience requiring a very high level of diplomacy and professionalism.
• Ability to use tact and diplomacy to effectively handle a broad range of high level and sensitive interpersonal situations with diverse personalities, and to respond appropriately to conflicts and problems.
• Ability to initiate, establish, and foster communication and teamwork by maintaining a positive, cooperative, productive work atmosphere in the University with the ability to establish and maintain effective working relationships within a diverse population and with those from various cultural backgrounds.
• Excellent communication skills; ability to effectively communicate information in a clear and understandable manner.
• Thorough knowledge of English grammar, spelling, and punctuation.
• Ability to interpret, communicate and apply policies and procedures.
• Ability to maintain a high degree of confidentiality.
• Excellent organizational and time management skills with the ability to set own priorities to coordinate multiple assignments with fluctuating and time-sensitive deadlines.
• Excellent computer skills and competence with a variety of computer applications including word-processing, spreadsheets, databases, on-line systems, Internet as well as online calendaring and email.
• Working knowledge of or ability to quickly learn University infrastructure.
• Must be willing to travel and attend training programs off-site for occasional professional development.
• Must be able to work overtime, occasional holidays and adjust working hours to meet special jobs. May be called back periodically to perform work as needed on an emergency basis.

PREFERRED QUALIFICATIONS:

• General understanding of CSUB policies and processes, particularly as it pertains to student records.
• Peoplesoft experience.
• Demonstrated skills in an institutional/educational environment possessing a customer-oriented and service-centered attitude.
  PHYSICAL DEMANDS: SEDENTARY WORK – involves mainly sitting; minimal walking and standing; lifting light weight objects limited to 15 pounds.

Student Records:

• Regularly utilize discretion and independent judgement in handling confidential student record materials and sensitive situations. This involves responding to inquiries via phone, mail, and in-person interactions, ensuring compliance with FERPA and university policies.
• Provide customer service related to Student Records to a diverse population including students, faculty, staff, and campus visitors and community partners utilizing in-depth knowledge of university operational and administrative processes to guide individuals effectively.
• Conduct general data analysis regarding student enrollment and registration trends as needed for special projects.
• Make independent decisions on day-to-day student records operations, including prioritizing tasks, allocating resources, and adjusting workflows to maintain office productivity and service quality.
• Interpret and apply university policies and procedures relating to student add/drop requests and term withdrawals.
• Process all student add/drop requests and term withdrawals through Adobe, Kuali and Peoplesoft.
• Respond to all student records requests by researching student history, completing forms for Registrar signature, printing and archiving all supporting documentation, and mailing/emailing requested forms to requestor.
• Accurately enter Change of Grade and Change of Major requests into PeopleSoft from faculty as they are received, ensuring all changes are processed in accordance with university guidelines.
• Process Enrollment Verification requests as they are submitted via Parchment or National Student Clearinghouse.
• Process diploma orders through Peoplesoft and Michael Sutter. Research student questions regarding diploma orders (i.e. status of their diploma, questions related to the diploma hold, etc.).
• Process transcript orders through Parchment. Research student questions regarding transcript orders (i.e. status of their order, orders placed on hold, etc).
• Assist in the processing of National Student Clearinghouse enrollment reporting.
• Monitor and respond to all emails received in the Registrar email account. Prioritize and delegate tasks as necessary to ensure timely and accurate responses.

Department Support:

• Create and monitor work orders for any building maintenance issues and concerns, coordinating with facilities staff to ensure timely resolution and minimal disruption to department operations.
• Create, maintain, and complete various forms, letters, procedures, and reports. Ensure all documents are accurate, clear, and in line with department standards.
• Draft and finalize clear concise documents such as memos and correspondence. Ensure clarity, conciseness, and adherence to university formatting and style guidelines.
• Prepare billing requests ensuring accuracy and timely submission.
• Complete travel documents and makes travel arrangements, coordinating with external vendors and university travel offices as needed.
• Independently research, analyze and make recommendations on departmental policies and procedures to Director. Develop proposals for improving efficiency and effectiveness within the department.
• Monitor and review department documents for completeness, accuracy, and compliance with university policies. Ensure that all necessary approvals are obtained before finalizing.
• Maintain and secure confidential office files, ensuring that all sensitive information is stored in compliance with university policies and data protection regulations.
• Update and revise student records forms as needed, ensuring that they reflect current policies and practices. Communicate changes to relevant stakeholders.

Front Counter Support:

• Greet students upon arrival to Admissions and Records.
• Assess student needs and respond appropriately, providing guidance on navigating university processes and accessing resources.
• Use independent judgment and discretion in responding to student complaints as issues arise and escalating when necessary to ensure student satisfaction.
• Direct students to appropriate campus resources, such as advising, financial aid, or counseling services, based on their specific needs.
• Assist students in accurately filling out various student record forms (e.g., add/drop, petition for exception, etc.), ensuring that all required information is provided and submitted correctly.