Student Services Assistant

BLANK AST 2 (004723)

UCPath Position ID: MI-DPT571500-JC004723-PD169037

Position Description History/Status

For Reference ONLY - PeopleAdmin JA Number:

1126009

Approved Date:

8/6/2025 11:36:59 PM

Date Last Edited:

8/6/2025 11:36:57 PM

Last Action Effective Date:

6/20/2023

Organization Details

Business Unit (Location):

LACMP

Organization Code:

8400O

Organization:

CONTINUING EDUCATION

Division Code:

8420D

Division:

DEAN, UCLA EXTENSION

Department:

571500 - UNEX: ENROLLMENT AND STUDENT SERVICES

Position Details

UCPath Position Number:

MI-DPT571500-JC004723-PD169037

Position Description ID

169037

UC Payroll Title:

BLANK AST 2 (004723)

Personnel Program

Professional and Support Staff (PSS)

Salary Grade:

STEPS

Job Code FLSA:

Non-Exempt

Union Code (Collective Bargaining Unit):

CX: Clerical & Allied Services

Employee Relations Code:

E: All Others - Not Confidential

Employee Class (Appt Type):

2 - Staff: Career

Full-Time Equivalent (FTE)

1

SUPERVISION

UCPath Reports to Position Number:

40738286

Reports to Payroll Title:

REGISTRAR SUPV 1

UCPath Department Head Position Number:

40730348

Department Head Payroll Title:

ADMIN MGR 2

CLOSE SUPERVISION - Indicates that the incumbent is assigned duties according to specific procedures. Work is checked frequently, and in addition there may be formal training.

POSITION SUMMARY

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.

Student Services

As assigned by departmental management: 

1. Serves on the front line of customer service for enrollment, cashiering, financial aid, and student records, answering pertinent questions about programs and services and/or directing them to the correct department or individual; requires the ability to retain and recall detailed information of applicable Extension and Student & Alumni Services policies and procedures.

2. Process UCLA Extension course enrollments and billings received by mail, phone, in-person, and internal Extension departments, including billing and/or recharge, using appropriate University and Extension systems.

3. Process special enrollments including but not limited to comps, fee waivers, adjusted course fees, American Language Center, and VA and WIB; provide back-up information required for creation of agency billings; follow up with appropriate Extension departments on any problems encountered.

4. Post fees for miscellaneous transactions, such as, transcript payments, parking permits, returned checks and drafts, installment payments, health insurance, and visa counseling, etc.

5. Inform students of class status and any special requirements for enrollments. Proactively follow up with students for mail enrollments requiring special handling.

6. Process requests received via the Student Portal or Student Information System.

7. Explain policies/procedures related to enrollment, cashiering, financial aid, and student records. Provide information about processes for requesting exceptions to policy.

8. Provide Tier 1 support, including assessing student needs and proactively sharing information related to grading, transcripts, parking, facilities, class locations, ordering textbooks and other course materials, BruinCards, library cards, graduation, international students, Career Services, services for students with disabilities, etc. 

9. Provide assistance to students and other visitors using the Qminder system.

10. Assist in receiving, compiling, and tracking student financial aid files and documents: Includes sorting, reviewing for completeness, following-up on missing items, collating, and distributing documents.

11. Review mailed enrollment applications and payment information. Enter information into credit card and check log. Verify fields of information and accuracy of amounts submitted for payment. Endorse correctly completed check payments.

12. Assist in all registration and enrollment functions by accessing, processing transactions, problem solving, and maintaining student enrollment and records databases containing protected, personal and sensitive data.

13. Review and approve daily refunds and adjustments through the refund portal in Destiny. Follow up with appropriate Extension staff if there are any issues.

14. Process refunds arising from Extension courses that cancel, discontinue, or whose terms/conditions substantively change after enrollment.

15. Collect student information in order to process all credit card disputes.

16. Back up processing invoices, preparing the daily deposit and processing refunds via the web when the primary employee is out. E

60%

General Assignments

1. Based on customer demand and operational needs, provide assistance and support to all Student Services areas, as assigned by Management, including covering the lobby Concierge desk when needed,  

2. Upon request, assist in training of new staff on mail opening, batch audit, and data entry, systems, and transactions.

3. Reconcile incoming Registration Assistant receipts from onsite registration assignments.

4. Manage the check referral portal in Destiny. Email students when their request are received.

5. Explain refund policy and inform students of eligibility and correct procedure for petitioning for exception.

6. Explain concurrent enrollment procedures to students, including how to apply, and when eligibility expires due to deadlines; review/update Concurrent Petition System as needed.

7. Apply and adhere to all federal, state, local, and University laws, regulations and policies. Performs all functions within compliance of the above restrictions as well as within FERPA compliance (Federal Educational Rights and Privacy Act).

8. Serve as back-up BruinBuy preparer.

40%

•

Performs other duties as assigned.

•

Complies with all policies and standards.

•

Complies with the University of California, Los Angeles (UCLA) Principles of Community.

•

This position description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of the organization.

QUALIFICATIONS

High School Diploma

 or GED required, or equivalent combination of educational and professional experience

Required

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

SPECIAL REQUIREMENTS AND/OR CONDITIONS OF EMPLOYMENT

Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.

Live Scan Background Check: A Live Scan background check must be completed prior to the start of employment.

Age Requirement: Candidate(s) must be 18 years or older to be eligible to be hired.

LOCATION AND PHYSICAL, ENVIRONMENTAL, MENTAL (PEM) REQUIREMENTS

Environment and Work Location Information

Environment Type:

Non-Clinical Setting

Location Setting:

Non-University Setting(s)

Location:

1145 Gayley Ave., Los Angeles, CA 90024

Standing/Walking

X

Sitting

X

X

Bending/Stooping

X

Squatting/Kneeling

X

Climbing

X

Lifting/Carrying/Push/Pull 0-25 lbs

X

X

Lifting/Carrying/Push/Pull 26-50 lbs

X

Lifting/Carrying/Push/Pull over 50 lbs

X

Physical requirements other

X

Chemicals, dust, gases, or fumes

X

Loud noise levels

X

Marked changes in humidity or temperature

X

Microwave/Radiation

X

Operating motor vehicles and/or equipment

X

Exposures other

X

Sustained attention and concentration

X

X

Complex problem solving/reasoning

X

X

Ability to organize & prioritize

X

X

Communication skills

X

X

Numerical skills

X

X

Mental demands other

X

X

Classification 3:  Position in which exposure to blood, body fluids or tissues is not part of the position description. The normal routine task involves no exposure to blood, body fluids or tissues and the employee can decline to perform tasks which involve a perceived risk without retribution.