Student Assistant - Customer Assistance and Processing Unit (Remote)

Description

The California Student Aid Commission (CSAC) is seeking to hire five assistants who will work with our Customer Assistance and Processing Unit (CAPU) to provide accurate, prompt, and courteous customer service in a high-volume call center for students, parents, and the general public. The Student Assistants will reports directly to the Supervising Program Technician II and to the CAPU Manager within the Program Administration and Services Division (PASD) at CSAC.

Requirements

Conditions of

Employment

This is a part-time, temporary, non-benefited, student position. Employment in all positions with University Enterprises, Inc. is dependent upon the mutual consent of University Enterprises, Inc. and the employee. This means that either University Enterprises, Inc. or the employee can, at any time, terminate the employment relationship at will, with or without cause.

Depending on the type of position you are applying for, a pre-employment background check consisting of one or more of the following may be conducted: employment history, professional references, criminal check: educational verification (degree, license, or official transcript) or DMV clearance. Applicants will be required to pass required pre-employment checks to the satisfaction of University Enterprises, Inc. (UEI) and the hiring Agency or Department.

UEI does not allow students to hold more than one UEI Job at a time, or work in more than one account per pay period. UEI employees who are considering leaving their current UEI Student assistant position for a different UEI student assistant position should inform their supervisor in writing and provide at least a week's notice.

UEI is not a multi-state employer. UEI only employs candidates who live and work in the state of California. If selected for the position you must reside in California and all work must be performed in the state of California throughout the course of employment.

Prerequisites

Must be a college student attending classes during the regular term (Fall, Spring and Winter, if applicable), at one of the accredited colleges or universities on our affiliation list.

To view our current affiliation list please paste the following URL into your browser: http://www.calinterns.org/wp-content/uploads/Affiliation_List.pdf

Students must be enrolled in at least: six-semester units or nine quarter units for undergraduate students; four-semester units or six quarter units for graduate students.

Students declared major must match the major(s) listed in the job posting.

Majors/Fields of Study

Accounting, Business Administration, Communications Studies, Finance, Economics, Public Policy and Administration, Computer Science & Engineering and Computer Information System

Work Schedule

Flexible workdays and work hours, Monday - Friday, between 8 AM - 5 PM. The final work schedule will be determined by the supervisor.

Additional Work Schedule

Student Assistant and Graduate Assistant employees generally work up to 24 hours per workweek (Sunday - Saturday) during the academic year and up to 40 hours per workweek during breaks; (winter, spring, and summer).

Minimum Qualifications
• Ability to work in a call center environment where electronic records must be accessed and updated quickly and accurately.
• Ability to demonstrate patience, tact, flexibility, and good organizational skills.
• Ability to learn operational knowledge of program applications and computer systems.
• Ability to learn the technical aspects of the program for completion of daily assignments, which include processing applications, and corresponding via phone and email.
• Strong communication skills are required for this position.

Preferred Qualifications
• Ability to speak and write Spanish.
• Individuals who are, or have been, a dependent child in foster care, a homeless youth or a formerly incarcerated youth as defined by Government Code section 18220 are encouraged to apply and will be given priority. Please note that prior to appointment, individuals claiming preference under one of these categories will be required to furnish documentation establishing their eligibility.

Duties and Responsibilities
• Using the knowledge and application of current legislation, regulations, and established policies/guidelines, provides assistance via incoming calls to students, parents, school financial aid administrators and the financial aid community in a prompt and courteous manner.
• Ensures rules and regulations of the Information Practices Act and the Public Records Act are applied when disclosing information to students, parents, school financial aid administrators, and the general public.
• Utilize computer skills to document customer contacts and input information as instructed and applicable.
• Performs general customer account maintenance and updates as appropriate.
• Provides technical assistance and education regarding WebGrants4Students access, navigation, and browser/display issues.
• Troubleshoots technical registration issues for WebGrants4Students related to error messages received, including the escalation of technical errors for additional research and resolution.
• Handle sensitive calls from customers, including distressed and upset customers, in a professional manner and referring them to a supervisor as appropriate/instructed.
• Ensures more complex calls and issues are escalated appropriately for resolution by an analyst or supervisor/manager.
• Review and process a variety of the most difficult, sensitive in nature, semi-technical supplemental program forms.
• Correspond/respond to customers via e-mail and take appropriate action(s) in response to written correspondence.
• Work in a team and Business Process Improvement environment and make recommendations for continuous improvements.
• Tracks and log student forms as well as gathers telephone statistics for the program as instructed.

Physical Requirements

Sit for extended periods; frequently stand and walk; manual dexterity and hand-eye coordination; corrected hearing and vision to normal range; verbal communication; use of office equipment including computer workstations, telephones, calculators, copiers, printers, and scanners with or without reasonable accommodation.

Working Conditions

Work is performed in a remote environment.
• Students/Employees will be required to work according to the current UEI remote workplace policy and sign a UEI Work from Home Agreement. The decision to permit an employee to work from home is at the discretion of the supervisor or employer and may, at any time and with or without cause, unilaterally terminate the option to work from home.

Application Instructions

Please complete all fields of the employment application. Include your educational history in the "Educational Experience" section and any employment history in the "Employment Experience" section of our application.

Apply by: 6/30/2025

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