Job no: 550127
Work type: Staff
Location: Pomona
Categories: Unit 7 - CSUEU - Clerical and Administrative Support Services, Administrative, Probationary, Full Time
Type of Appointment: Full-time, Probationary
Job Classification: Administrative Support Assistant II
Anticipated Hiring Amount: $3,680 per month ($44,160 annually)
Work Hours: Monday - Friday, 8am - 5pm
Recruitment Closing Date: August 7, 2025

QUALIFICATIONS:

• High School Diploma/GED - or its equivalent
• Three (3) years of experience in general office clerical or secretarial work or the equivalent.
• General working knowledge of applicable university infrastructure, policies, and procedures; thorough knowledge of office methods, procedures, and practices; thorough knowledge of English grammar, punctuation and spelling; ability to learn, interpret independently, and apply a variety of complex policies and procedures; able to identify deviations from applicable policies; ability to apply independent judgment, discretion, and initiative to address problems and develop practical, thorough and, at times, creative solutions. Ability to perform arithmetic functions of a transactional nature, including tracking and comparing data; ability to work on the front line, with a variety of campus and community individuals requiring active problem solving and effective interpersonal skills; demonstrated competence in effectively presenting standard information in writing; demonstrated competence in understanding, interpreting, and communicating procedures, policies, information, ideas, and instructions. Typing and keyboarding skills with the ability to type/key at a corrected rate of 45 words per minute.

PREFERRED EXPERIENCE:

• Previous experience in a higher education setting in an academic unit
• Knowledge and understanding of basic financial aid application processes, aid programs and student eligibility
• Experience within a customer service-oriented environment responding to and meeting/exceeding the needs of customers

UNIVERSITY DRIVING REQUIREMENTS

Positions that require driving for university business by using a personal or state vehicle must comply with the Authorized University Driver Policy. Driving records are monitored and evaluated by the Risk Management Department. The Risk Management Department evaluates a good driving report based on the following criteria. The driver must: 1. Have a valid California or other State Driver’s license. 2. Have no more than 3 motor vehicle violations or been the cause of 3 accidents in a 12-month period (or any combination of 3 thereof) 3. Not have more than 3 DMV Points, if their license is Class C or, 4. Not have more than 5 DMV Points, if their license is Class A, B, or C with endorsements. For more information, go to the Authorized University Driver Policy.

Comprehensive Customer Service

• The Student Relations Specialist contributes to a student-centered service culture and provides exceptional service and outreach to support the success of Cal Poly Pomona students.
• The Student Relations Specialist provides basic advising and serves as an comprehensive initial point of contact in Financial Aid and Enrollment Services.
• The initial preparation provided by this position reduces the number of students who must see a counselor and/or better prepares those who do for a more productive meeting.
• Foster a friendly, supportive, and welcoming environment for students, families, and internal & external customers
• Serve as first point of contact via phone, email, in-person or virtual meetings for students and families in the areas of Financial Aid and Enrollment Services.
• Assist Bronco Advising Center & Enrollment Services counter staff and troubleshoot financial aid issues and questions.
• Assist students and families in the use of technology to obtain information and submit applications, including but not limited to, Federal and State aid applications, online student loan processes, the Bronco Scholarship Portal, Information updates and changes, enrollment verification, transcript requests, academic calendar, payment plans, account summary, grade information, course registration, parking policies and permit eligibility.
• Assist students and families with interpreting their Cal Poly Pomona student account and planning for payment of educational expenses.
• Provide referrals to financial aid counselors or other Enrollment Services staff, for challenging or complex student cases, during in-person, virtual or telephone advising.
• Make appropriate referrals to other college services in advising, career counseling, student accounting, student life, academic support, and housing, in support of student connections to the campus.
• Assist students and staff through the verification processes, checking for consistency and accuracy, until verification is complete and financial aid has been awarded.
• Assist students regarding the financial aid appeal procedures, including satisfactory academic progress, and required activities to request a re-evaluation of eligibility due to special or unusual circumstances.
• Interpret and explain Cal Poly Pomona policies to students, families, faculty, and staff, including any impact they may have on financial aid eligibility
• Maintain working knowledge of financial aid and institutional regulations in order to provide detailed advice on student inquiries regarding enrollment changes, complete withdrawal, and other academic activities, regarding the impact on current and future award eligibility.
• Conduct application status checks, informing students of their status, explaining follow up required, and projecting award and disbursement amounts.

Document Processing & Review

• Receive and conduct preliminary review of financial aid forms, appeals, applications, and supporting documentation submitted by students for accuracy, consistency, and continued eligibility; follow up for missing and/or incomplete information.
• Receive and carefully review financial aid forms and supporting documents submitted by students & parents for accuracy and completeness. Request appropriate follow-up or corrections as necessary.
• Accept and route applications and supplemental requests for a variety of student financial aid programs including federal, state, and institutional aid.
• Review IRS Tax Data (including transcripts, W2’s, IRS Letters, etc.), verification documents, and any other required documents to ensure information meets required documentation standards.
• Receive and input appeals into tracking system; prepare appeals & files for review by other staff members.
• Prepare Satisfactory Academic Progress, Special Circumstance and Unusual Circumstance appeals and supporting documentation for review by the Appeals committee. Provide insight and feedback in order to assist the committee with determining future financial aid eligibility.
• Ensure accurate and timely data-entry or update of records/materials (including imaged documents) received in the Financial Aid Office.
• Handle and maintain highly confidential information, such as bio demographic information, social security numbers, grades, family situations, and income information appropriately and in compliance with FERPA, HEA, CSU, Cal Poly Pomona and other regulatory data security protocols.
• Complete outside agency verification requests
• Assist in creating, reviewing and revising all financial aid communications and promotional/informational materials

Collaboration and Development:

• Remain current with constantly evolving financial aid regulations (federal, state, institutional) and emerging trends and best practices in delivering service excellence. Contribute to the overall success of the Office of Financial Aid & Scholarships and Enrollment Management & Services through ad-hoc assignments.
• Support work as needed throughout the Financial Aid unit and Enrollment Management & Services with ad-hoc projects or activities as assigned by the Financial Aid Leadership team.
• Support cooperative cross-functional, cross campus communications and dialogue by maintaining a close working relationship with all campus offices.
• Participate in ongoing departmental training and cross-training activities to ensure an understanding of the universities programs, policies & procedures, and resources & services available to students.
• Develop and maintain comprehensive understanding of the University’s policies and procedures in relation to key areas of financial aid, billing, registration and student records, and admissions
• Actively engage in professional associations and attend professional conferences, training sessions and workshops, and completes self-directed professional reading, to remain current on financial aid regulations and procedures, as well as on emerging trends in delivery of service excellence
• Participate and assist with enrollment events, such as Explore CPP, Fall & Spring Open Houses, Admitted Student & Orientation events, and other events which may occur outside of normal working hours.