Salary and Benefits

PLEASE NOTE: The starting salary placement depends on qualifications and experience and is anticipated to be in the range of $3,864.00 per month to $4,200.00 per month.

Cal State East Bay offers a broad range of benefits that includes medical, dental, vision, retirement (CalPERS), 401k, 457, 403(b), dependent and health care reimbursement accounts, life insurance, vacation and sick, 14 paid holidays, one personal holiday and tuition fee waiver.

For more information on the benefits program, please visit our benefits website. The CSU Total Compensation Calculator demonstrates the significance of our benefits package.

This position may be eligible to participate in the Cal State East Bay hybrid telecommute program subject to management approval. 

Classification

Administrative Support Coordinator I

About Cal State East Bay

Cal State East Bay's beautiful main campus is located in the Hayward hills with panoramic views of the San Francisco Bay shoreline. Situated above the city of Hayward, the campus offers an ideal setting for teaching and learning and yet easy access to the many cities along the bay. The University has a satellite campus in Concord, a professional development center in Oakland and a significant presence online. Founded in 1957, Cal State East Bay is one of 23 universities of the California State University system (CSU). Cal State East Bay is recognized as a regionally engaged and globally oriented university with a strong commitment to academic innovation, student success, engaged and service learning, diversity, and sustainability.

About the Position

The Office of the Registrar provides comprehensive services to prospective students, continuing students, staff, faculty, and the members of the community-at-large who are seeking information or services from the University within the functional areas of recruitment and pre-admission advising, admissions and evaluations, records and registration, and financial aid.

This position will specialize in records and registration functions including: assisting answering the Records call center, helping students with registration and records inquiries, processing numerous Records forms, such as withdrawals, change of major/minor, graduation postponement, and change of grade. The Senior Records Specialist will also assist with coordinating/processing transcript orders, answering emails to the Records Office, and co-coordinating imaging of Records documents.

Responsibilities

Co-coordinate the Records Office Call Center:

• Answer telephone calls, delivering exceptional & courteous service, transferring callers only when absolutely necessary.
• Respond to inquiries about registration, including holds, financial clearance, matriculation status, registration status, and graduation status via email, phone and in person.
• Actively problem-solve and use independent judgment in dealing with call and email inquiries.
• Regularly reference, retain, recall, and apply University policies and procedures including FERPA regulations.
• Generate phone reports to track data on the number of callers served by the Records Office.
• Coordinate with other departments and open service tickets as necessary to change call center hours for holidays and/or start of the term extended hours.
• Train new staff or student assistants to answer phones for the Records Office.

Serve as a Senior Specialist for all Records/Registration Processing:

• Provide registration and records services to students enrolling in programs offered through Continuing Education including Net ID and matriculation issues, enrollment inquiries and problems, and grade changes.
• Assist with student registration.
• Process student enrollment changes in PeopleSoft.
• Provide official verifications/certifications of enrollment data and degrees awarded.
• Issue Cal State East Bay transcripts.
• Respond to online inquiries for degree and enrollment verifications through the National Student Clearinghouse.
• Maintain electronic and hard copies of permanent academic files.
• Assist with coding academic dishonesty forms.
• Process special registrations.
• Approve and process applications for cross-registration programs.
• Maintain and process Cal State East Bay students requesting visitor status at another CSU campus.
• Maintain and process incoming CSU Intrasystem Concurrent/visitors from other campuses.
• Process Planned Educational Leave.
• Process withdrawals each term.
• Process Open University application forms.
• Make appropriate referrals to departments as necessary.
• Process change of grades and change of major/minor.
• Process Name/SID changes.
• Resolve more complex records and registration issues independently and in accordance with University, CSU, and Federal/State policies.
• Complete all work efficiently and accurately.

Co Coordinate Department Email and Records Form Imaging:

• Act as lead for responding to inquiries in the Records Office email account.
• Respond to inquiries on a large range of topics, including but not limited to: registration, holds, financial clearance, matriculation status, registration status, graduation status and graduation updates.
• Actively problem-solve and use independent judgment in dealing with email inquiries.
• Serve as primary contact for all inquiries pertaining to the Records Office email account.
• Regularly reference, retain, recall, and apply university policies and procedures including FERPA regulations.
• Update the signature of the Records Office email account with notifications regarding holidays (ie: winter break) and special information (ie: graduation workshops) as appropriate.
• Train new staff to use the Records Office email account.
• Prepare documents for imaging, including verifying the correct student ID appears on each page, all staples and paperclips are removed, and photocopies are made if necessary.
• Scan and index documents into the correct document type, ensuring that they are placed into the correct students' records, the correct term, and the proper qualify assurance is conducted.

Transcripts:

• Act as back up to the transcript desk.
• Communicate and coordinate with the Transcript Coordinator and Assistant Registrar regarding tasks and needs for this area.
• Print and process transcript orders, including those with Fed Ex shipping, ensuring that all orders meet the published delivery deadlines.
• Communicate and collaborate with other departments to resolve discrepancies reported on the transcript (i.e. graduation evaluators, University Extension)
• Review incoming orders through the third-party vendor “Credentials, Inc”; work with vendors to report and resolve issues.
• Uphold and enforce university policy related to the release of transcripts.

Other duties as assigned:

• As directed, carry-out other appropriate duties.

Minimum Qualifications

• Completion of a high school program, technical/vocational program, or their equivalents combined with several years of related office work experience.
• A fully functional knowledge of and skill in standard office procedures and practices.
• An ability to understand and operate in a variety of organizational structures.
• Thorough knowledge of English grammar, spelling, and punctuation and ability to clearly communicate orally and in writing.
• Knowledge of business mathematics beyond basic arithmetic.
• Ability to use and quickly learn new office support technology systems and software packages.

Required Qualifications

• General knowledge or the ability to quickly acquire such knowledge of the policies, procedures, and practices of the position's major functions.
• General knowledge of FERPA and national practices and procedures to ensure compliance.
• Ability to develop thorough knowledge of the student information system and all functional related systems.
• Ability to effectively communicate orally and in writing with a diverse community.
• Ability to handle multiple tasks, projects, and deadlines.
• Ability to interpret policies in University Catalog.
• Ability to establish work priorities and to develop and meet timelines in order to achieve management objectives and goals.
• Ability to establish and maintain cooperative working relationships with students, staff, faculty, and administrators.
• Proficiency in MS Office software.
• Ability to learn and use PeopleSoft at an advanced level.

Preferred Skills and Knowledge

• Two to three (2-3) years experience in Enrollment Services or educational records functions.
• Knowledge of Cal State East Bay policies.

Condition(s) of Employment

Satisfactory completion of a background check (including LiveScan, as appropriate), that may include, but is not limited to: criminal records check, verification of academic credentials, licenses, certificates, credit history, professional references and/or verification of work history is required for employment.  Cal State East Bay will issue a conditional offer of employment to the selected candidate, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Unsatisfactory results may also affect the continued employment of current Cal State East Bay employees who were conditionally offered the position.

All background checks are conducted through the university's third party vendor, Accurate. LiveScan is conducted through the University Police Department.

EEO Statement

All university programs and activities are open and available to all regardless of race, sex, color, ethnicity or national origin. Consistent with California law and federal civil rights laws, Cal State, East Bay provides equal opportunity in education and employment without unlawful discrimination or preferential treatment based on race, sex, color, ethnicity, or national origin. Our commitment to equal opportunity means ensuring that every student and employee has access to the resources and support they need to thrive and succeed in a university environment and in their communities. The CSU complies with Title VI of the Civil Rights Act of 1964, Title IX of the Education Amendments of 1972, the Americans with Disabilities Act (ADA), Section 504 of the Rehabilitation Act, the California Equity in Higher Education Act, California’s  Proposition 209 (Art. I, Section 31 of the California Constitution), other applicable state and federal anti-discrimination laws, and CSU’s Nondiscrimination Policy. We prohibit discriminatory preferential treatment, segregation based on race or any other protected status, and all forms of discrimination, harassment, and retaliation in all university programs, policies, and practices.

Other Information

All California State University campuses, including Cal State East Bay, are smoke and tobacco-free.  For more information, please visit our website here.

In compliance with state and federal crime awareness and campus security legislation, including The Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act, the Cal State East Bay Annual Campus Security Report is available here. 

Sponsorship

Cal State East Bay is not a sponsoring agency for Staff or Management positions and we are not an E-Verify employer.

Mandated Reporter

The incumbent in this position may be considered a mandated reporter under the California Child Abuse and Neglect Reporting Act and will be required to comply with requirements set forth in the CSU Executive Order 1083 as a condition of employment.