Excelling in quality, innovation, and impact, UCLA Extension (UNEX) is one of the top providers of continuing and professional education in the United States, offering programs and classes to more than 50,000 students per year through approximately 4,500 classes and certificate programs to meet the professional development, continuing education, and personal enrichment needs of the full spectrum of traditional, nontraditional, domestic, international, professional, and continuing education students throughout and beyond Los Angeles.
The Student Services Assistant provides exceptional front-line customer service to UCLA Extension students, instructors, staff, and the general public via methods including but not limited to phone, e-mail, and window service. As the first point of contact for Extension, the Assistant delivers a warm, welcoming experience, providing assistance and service in the areas of enrollment assistance, financial aid, cashiering, student records, and general student services, and also serves as a liaison between students and other Extension departments.

QUALIFICATIONS

• Minimum of 1 to 2 years of related professional experience in an enrollment, banking, financial aid, or call center environment (Required)
• Commitment to cooperation, partnership, negotiation, and shared success; ability to own mistakes, absorb thoughtful constructive feedback, and embrace organizational change. (Required)
• Ability to take initiative in resolving communication problems or misunderstandings in the workplace calmly, respectfully, and with professionalism at all times. (Required)
• Strict compliance with Federal Educational Rights and Privacy Act (FERPA) laws. Strict compliance with the UC, UCLA, and UNEX policies governing payment card security standards, cash handling, enrollment, academic records, academic integrity, financial aid. (Required)
• Ability to honor confidentiality and handle confidential/sensitive matters with discretion and tact. (Required)
• Ability to process transactions with speed and accuracy using a 10 key calculator and operate a Windows-based PC using Microsoft Office (Outlook, Excel, and Word) applications for the preparation of correspondence and reports., (Required)
• Thorough knowledge of UCLA Extension org structure, Intranet, and website in order to ensure students are referred to the correct staff member and department the first time. (Preferred)
• Ability to respond to standard e-mails in one business day (e-mails with extenuating circumstances may require two business days for response). Ability to answer incoming phone calls within two minutes (when team is fully staffed). (Required)
• Ability to follow directions, adhere to established performance standards, and respond effectively to changes in directions and plans. Must be willing to learn new skills and tasks. (Required)
• Ability to deliver thorough and accurate work in a sometimes fast-paced environment with frequent distractions and interruptions. Adhere to established work schedule and breaks; arrive on time and prepared for meetings; follow through on promises and commitments. Ability to work flexible shifts. (Required)
• Excellent interpersonal, written, verbal, and listening communication skills to ensure effective interaction with students, instructors, teammates, and other colleagues. Ability to speak, write, and interpret English fluently, including correct spelling and grammar. Multilingual skills ideal but not required. (Required)
• Ability to move frequently from desk to enrollment counter and to office files and equipment; ability to work both sitting down and standing at counter. (Required)
• Demonstrated expertise in using current and future UNEX systems required for service to students, including but not limited to Student Information System, Virtual Contact Center, live chat platforms, and queue-management systems; ability to understand. (Required)

EDUCATION, LICENSES, CERTIFICATIONS & PERSONAL AFFILIATIONS

• High School Diploma or GED required, or equivalent combination of educational and professional experience (Required)

COMPLETE POSITION DESCRIPTION

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