Customer Service Assistant (BLANK AST 3)

Under the general supervision of the Customer Service Supervisor in Student Accounting, this position is responsible for analyzing student accounts and reports to determine eligibility for student refunds related to Federal, State and Institutional Financial Aid and Loans, in addition to refunds due to overpayments. This position interacts and assists customers and outside agencies requesting information on federal, University, and campus policies affecting students and/or client accounts. Must provide quality customer service, assess and resolve customer issues, work independently, and use good decision-making skills when making recommendations. In addition, this position will be responsible for using third party reports from a loan billing contractor and collection agencies to process collection payments accurately.

Apply By Date: May 16, 2025 at 11:59pm

Qualifications

Minimum Qualifications - For full consideration, applicants are encouraged to upload license and/or certification if required of the position

• High school and/or equivalent experience
• Experience working in a customer service environment, resolving problems and complaints in both written and oral form.
• Account reconciliation experience in a government, nonprofit or other fund accounting organization.
• Experience establishing goals and workload priorities, handling multiple tasks and complex projects simultaneously, distributing effort among projects with conflicting priorities, and meeting deadlines.
• Experience using excellent interpersonal, verbal, and written communication skills to interact and communicate clearly, effectively, and professionally in person, via email and over telephone with individuals of varying backgrounds and perspectives (students, university staff and third-party university affiliates).
• Critical thinking, interpretative and analytical skills to research situations, define problems, interpret policies, identify concerns, develop and propose solutions.
• Organizational skills with demonstrated ability to prioritize overlapping activities, multi-task and work with interruptions, exercise initiative and work independently while maintaining a high degree of accuracy and meeting deadlines with minimum supervision. Computer skills using MS Excel, Word, PowerPoint, Outlook, and conducting research via the Internet.

Preferred Qualifications

• Experience identifying accounting problems within an automated environment, reading and understanding computer reports; to query accounting financial systems using SQL (either directly or using business intelligence tools) to generate reports.
• Experience using the University Financial System, UC Path Payroll System and Banner.
• Experience working effectively with multiple constituencies, including a diverse student body, staff, public, and other campus departments; continually adjusting in a dynamic environment, and the skills to advise students and solve problems.
• Experience working with confidential information; the knowledge of, and the skill to adhere to federal and state laws as they apply to student records including the Family Educational Rights and Privacy Act of 1974, California Information Practices Act, and campus procedure implementing the University of California policies applying to the disclosure of information from student records.
• Experience utilizing various software programs, including word processing, spreadsheets, and database management tools, while maintaining confidentiality and ensuring the security of sensitive data, including FERPA and other confidential information.
• Knowledge of Generally Accepted Accounting Principles (GAAP) and terminology.

Key Responsibilities

• 40% - Disbursement Processing
• 20% - Reconciliation and Operational Support
• 20% - Third Party Refunds and Payments
• 20% - Advising/Customer Service

Department Overview

The Student Accounting Division of Finance unit is responsible for maintaining student accounting data, ensuring timely and accurate payments and billings to students, sponsors, and federal and state agencies. Manages all student accounting and reporting including interpretation and application of federal and state laws and regulations, compliance and reporting requirements of Internal Revenue Service and various agencies. Advise and train campus departmental users on loan policies, procedures and systems and coordinate accounts receivable interface with the campus financial system.

POSITION INFORMATION

• Salary or Pay Range: $28.49 - $40.83/hour (Department budgeted salary range: $28.49/hr. - $31.22/hr. Commensurate with experience.)
• Salary Frequency: Bi-Weekly
• Salary Grade: 108
• UC Job Title: BLANK AST 3
• Number of Positions: 1
• Appointment Type: Career
• Percentage of Time: 100%
• Shift (Work Schedule): M-F, 8am-5pm
• Location: Davis, CA
• Union Representation: Yes - CX
• Benefits Eligible: Yes
• This position is hybrid (mix of on-site and remote work)

Benefits

Outstanding benefits and perks are among the many rewards of working for the University of California. UC Davis offers a full range of benefits, resources and programs to help you bring your best self to work, as well as to help you and your family achieve your health, wellness, financial and career goals. Learn more about the benefits below and eligibility rules by visiting either our handy Benefits Summary for UC Davis Health Employees or Benefits Summary for UC Davis Employees and our Benefits Page.

If you are represented by a union, benefits are negotiated between the University of California (UC) and your union and finalized in a contract. Read your bargaining unit's employment contract, stay abreast of current negotiations and learn about collective bargaining at UC: https://ucnet.universityofcalifornia.edu/labor/bargaining-units/index.html

* High quality and low-cost medical plans to choose from to fit your family's needs
* UC pays for Dental and Vision insurance premiums for you and your family
* Extensive leave benefits including Pregnancy and Parental Leave, Family & Medical Leave
* Paid Holidays annually as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
* Paid Time Off/Vacation/Sick Time as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
* Continuing Education (CE) allowance and Education Reimbursement Program as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
* Access to free professional development courses and learning opportunities for personal and professional growth
* WorkLife and Wellness programs and resources
* On-site Employee Assistance Program including access to free mental health services
* Supplemental insurance offered including additional life, short/long term disability, pet insurance and legal coverage
* Public Service Loan Forgiveness (PSFL) Qualified Employer & Student Loan Repayment Assistance Program for qualified roles
* Retirement benefit options for eligible roles including Pension and other Retirement Saving Plans. More information on our retirement benefits can be found here
* UC Davis cares about building a community, which is why we provide resources to enhance diversity, equity and inclusion as well as Employee Resource Groups (ERGs) to support our staff

Physical Demands

• Standing - Occasional Up to 3 Hours
• Walking - Occasional Up to 3 Hours
• Sitting - Frequent 3 to 6 Hours
• Lifting/Carrying 0-25 Lbs - Occasional Up to 3 Hours
• Pushing/Pulling 0-25 Lbs - Occasional Up to 3 Hours
• Bending/Stooping - Occasional Up to 3 Hours
• Squatting/Kneeling - Occasional Up to 3 Hours
• Twisting - Occasional Up to 3 Hours
• Reaching overhead - Occasional Up to 3 Hours
• Keyboard use/repetitive motion - Frequent 3 to 6 Hours

Mental Demands

• Sustained attention and concentration - Frequent 3 to 6 Hours
• Complex problem solving/reasoning - Occasional Up to 3 Hours
• Ability to organize & prioritize - Frequent 3 to 6 Hours
• Communication skills - Frequent 3 to 6 Hours
• Numerical skills - Occasional Up to 3 Hours
• Constant Interaction - Frequent 3 to 6 Hours
• Customer/Patient Contact - Frequent 3 to 6 Hours
• Multiple Concurrent Tasks - Frequent 3 to 6 Hours

Work Environment

UC Davis is a smoke and tobacco free campus effective January 1, 2014. Smoking, the use of smokeless tobacco products, and the use of unregulated nicotine products (e-cigarettes) will be strictly prohibited on any UC Davis owned or leased property, indoors and outdoors, including parking lots and residential space.

Employee is personally responsible for following safety procedures/guidelines.

Special Requirements - Please contact your recruiter with questions regarding which activities apply by position

• This is a critical position, as defined by UC Policy and local procedures, and as such, employment is contingent upon clearing a criminal background check(s) and may include drug screening, medical evaluation clearance and functional capacity assessment

Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

A Culture of Opportunity and Belonging

At UC Davis, we're committed to solving life's most urgent challenges and building a healthier, more resilient world. We believe in growing through every challenge, continually striving to improve, and welcoming new perspectives that strengthen our community. We recognize that a vibrant and innovative organization values both individual strengths and shared purpose. The best ideas often emerge when people with different experiences come together.

As you consider joining UC Davis, we invite you to explore our Principles of Community, our Clinical Strategic Plan, and our strategic vision for research and education. We believe you belong here.

The University of California, Davis, is an Equal Opportunity Employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or protected veteran status.

To view the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination

Because we want you to feel seen and valued, our recruitment process at UC Davis supports openness and authenticity. Research shows that some individuals hesitate to apply unless they meet every qualification. You may be an excellent fit for this role-or the next one. We encourage you to apply even if your experience doesn't match every listed requirement. #YouBelongHere

To learn more about our background check program, please visit: https://hr.ucdavis.edu/departments/recruitment/ucd/selection/background-checks