Cal Poly, San Luis Obispo
Solutions Support Facilitator
Department: Fiscal Svcs-Student Accounts
College/Division: Administration and Finance
Salary Range: $3,288 - $5,695 per month
***THIS POSITION IS OPEN UNTIL FILLED***
As a section of the Fiscal Services Department, Student Financial Services is responsible for charging, collection, receipt, and reporting of all student fees in accordance with state, CSU, and University policies. Student Financial Services includes the operations of the Student Accounts Office and the University Cashier's, and the operation of the associated administrative systems. In addition to responsibility for student fees, Student Financial Services is responsible for ensuring the proper receipting and safeguarding of payments and deposits made to the University, administration of payroll and student refund disbursements, and accounting for student's financial activities in accordance with federal, state, CSU, and University policies. As part of the Fiscal Services department, Student Financial Services plays an integral role within the University's finance group, as well as in many of the accounting functions. Because of this relationship, Student Financial Services is responsible for providing critical University accounting information for use in other finance areas and must also interact and perform duties with other finance areas in order to gather accounting information, perform reconciliations, and resolve problems.
Student Accounts staff are required to have significant depth and breadth of knowledge not only within their areas of expertise, but also within the overall activities and operation of Student Financial Services. This cross-functional is required due to the intricate and inter-related nature of all Student Financial Services processes, and is necessary in order to provide accurate and proper administration of the payments and accounts, and to enable the staff to effectively communication information about complex account activity to student, parents, and other staff.
The following examples illustrate typical work activities and are not meant to be all inclusive or restrictive:
Facilitate communication with internal and external customers and responsible for developing solutions (customer service) support.
Oversee creation and maintenance of all resources used in solution support.
Develop metrics, reports, tracking, and customer survey tools to monitor key performance indicators. Promote transparency of this information.
Develop, train, and ensure success of tiered solutions support policies and practices.
Oversee and coordinate student assistants, including hiring, training, scheduling, and systems access. Monitor and assign day-to-day activities.
Monitor and manage phone, email, and counter queue, including escalating tier 1 calls as needed.
Develop resource management tools for the office, including Wiki, business process guides, process maps, video guides, and other tools.
Develop and maintain forms, in paper or digital form, used in connection with student accounts office activities. Work to improve efficiencies and to eliminate paper forms where possible.
Participate in process improvement projects and initiatives with staff and management.
Create and maintain monthly internal office calendar of important activities, solution support schedules as necessary. Ensure all customer solution support needs are covered.
Develop and maintain visual management board.
Support daily stand up and monthly staff meetings with notes, lists, and reporting as needed.
Represent Student Accounts for the applications and systems utilized in solution support such as Solidus, ImageNow, DocuSign, and other campus teams.
NOTE: To view the full position description including all the Required Qualifications click here
Minimum Qualifications (Staff Only):
Equivalent to graduation from a four-year college or university. One year of technical or administrative experience. A graduate degree in a related field may be substituted for one year of the required experience. Additional qualifying experience may be substituted for the required education on a year-for-year basis.
Working knowledge in record keeping including knowledge of principles and practices of accounting, budgeting, and reporting and in operational and fiscal analysis and statistical techniques.
Knowledge of basic methods in research, development and evaluation of complex fiscal policies and programs.
Ability to gather information from a wide variety of resources, analyze the information and summarize and present the information in a useful, understandable manner.
Ability to analyze data and make accurate projections using business mathematics and basic statistical techniques.
Demonstrated ability to maintain a high degree of confidentiality.
Ability to understand, interpret and apply policies, procedures, principles, concepts, work processes, laws, rules and reference materials pertinent to the duties of the position, and to communicate these effectively verbally and in writing. Ability to use these resources and research skills to develop sound conclusions and make recommendations.
Knowledge and ability in the execution of principles and best practices associated with fiscal management.
Excellent organizational and time management skills with the ability to set own priorities to coordinate multiple assignments with fluctuating and time-sensitive deadlines.
Ability to exercise sound judgment and discretion in performing job duties with limited supervision.
Excellent computer skills and proficiency with a variety of computer applications including word-processing, spreadsheets, databases, on-line systems, Internet as well as online calendaring and email.
Ability to work in a busy office environment with frequent interruptions and the ability to give close attention to detail. Independently organize and plan work, including handling multiple priorities, meeting deadlines and determining priorities.
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 and outside the University with the ability to establish and maintain effective working relationships within a diverse population and with those from various cultural backgrounds, particularly in sensitive situations.
Excellent communication skills; ability to effectively communicate information in a clear and understandable manner, both verbally and in writing.
Thorough knowledge of English grammar, spelling and punctuation.
Demonstrated ability to deal effectively with situations that may be stressful.
Must be a team player and possess excellent interpersonal skills.
Demonstrated customer service experience requiring a very high level of diplomacy and professionalism. Ability to provide a high level of professional, courteous interactions in person, on the phone, via email and in other modes of written communication.
Working knowledge of or ability to quickly learn University infrastructure, policies and procedures.
Ability to prepare and enter journal entries in accordance with Generally Accepted Accounting Principles (GAAP).
Demonstrated skills in an institutional/educational environment utilizing a customer-oriented and service-centered attitude.
General knowledge of the PeopleSoft Common Finance System (CFS) module and to be able to run queries and manipulate data.
Experience in a university environment and knowledge of its organizational structure and the various offices and their respective responsibilities within the university
***THIS POSITION IS OPEN UNTIL FILLED***
Must be willing and able to travel and attend training programs off-site for occasional professional development.
Must be able to work overtime, and adjust working hours to meet job requirements. May be called back periodically to perform work as needed on an emergency basis.
Work on a keyboard and with a PC monitor to enter and retrieve information throughout the day.
Work under strict deadlines in a sometimes stressful environment.
The person holding this position is considered a 'mandated reporter' under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.
This position classification has been defined as non-exempt and is subject to overtime provisions of the Fair Labor Standards Act (FLSA).
May be required to complete a Supplemental Employment Application Questionnaire, which contains questions pertaining to conviction history, and submit it when requested by Cal Poly. This disclosure is confidential and will not necessarily preclude applicants from employment.
Retired CalPERS members selected for this vacancy must request and be approved for reinstatement from retirement prior to the start date. Employment of retired CalPERS members will typically be for 90 days or less and must be for work requiring specialized skills or for a bona fide emergency to prevent stoppage of business.
A background check (including a criminal records check) must be completed satisfactorily before any candidate can be offered a position with the CSU. Failure to satisfactorily complete the background check may affect the application status of applicants or continued employment of current CSU employees who apply for the position.
Please note: Current employees who are offered positions on campus will be required to undergo a background check for any position where a background check is required by law or that Cal Poly has designated as sensitive. Sensitive positions are those requiring heightened scrutiny of individuals holding the position based on potential for harm to children, concerns for the safety and security of people, animals, or property, or heightened risk of financial loss to Cal Poly or individuals in the university community.
Review Begin Date:
Requisition Number: 104237
To Apply: All applicants must apply online at: https://www.calpolyjobs.org.
Cal Poly is a nationally ranked, four-year, comprehensive public university. Founded in 1901, the 6,000-acre campus is nestled in the foothills of San Luis Obispo, along California's scenic central coast and midway between Los Angeles and San Francisco. With a budget of $168.5 million, the university has a student enrollment exceeding 17,000 students and employs more than 2,000 faculty and staff members. Cal Poly is part of the 23-campus California State University system.
At California Polytechnic State University, San Luis Obispo, we believe that cultivating an environment that embraces and promotes diversity is fundamental to the success of our students, our employees and our community. Bringing people together from different backgrounds, experiences and value systems fosters the innovative and creative thinking that exemplifies Cal Poly's values of free inquiry, cultural and intellectual diversity, mutual respect, civic engagement, and social and environmental responsibility.
Cal Poly's commitment to diversity informs our efforts in recruitment, hiring and retention. California Polytechnic State University is an affirmative action/equal opportunity employer.
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