Edtech.com's Summary

University of California, Berkeley is hiring a Student Advisor (5155C), Cal Student Central #89836. The role provides frontline advising at Cal Student Central, the campus service center for financial aid, billing and payments, and registrar questions, helping students, alumni, student delegates, and prospective students with registration and enrollment, financial aid, and billing. The advisor resolves most issues directly, manages cases through the ticketing system, and refers students to other campus offices when needed.

Highlights

Serve as the first point of contact at Cal Student Central for students, alumni, and student delegates, advising in person, by phone, by email, and through the online ticketing system.
Resolve most student problems by researching the issue, explaining the right processes and paperwork, and describing the consequences of the options available.
Refer students to services outside the center such as academic advising, health services, Graduate Division, and Admissions, and escalate issues to specialized staff when appropriate.
Monitor and manage the ticketing system and use a case management approach so issues are resolved on time under service level agreements.
Share trends in work volume with teammates and supervisors, attend trainings on federal and state policy updates, and work with the team to recommend and implement process improvements.
Support large yield events such as Cal Day, which requires occasional weekend work.
Knowledge of advising and counseling techniques and the ability to quickly learn university systems and the federal, state, and university rules on student aid, registration, residency, and payments.
Bachelor’s degree in a related area and/or equivalent experience or training, with strong problem-solving, customer service, and written and verbal communication skills.
Hourly pay of $39.24 to $39.56 for a full-time, 40 hours per week, non-exempt career position.
Hybrid-friendly arrangement with up to 2 days per week of remote work within the United States, set in partnership with the supervisor.

Student Advisor (5155C), Cal Student Central #89836 Full Description

Departmental Overview

Cal Student Central (CSC) is dedicated to providing efficient, student-centered, and quality service to UC Berkeley’s applicants, students, faculty, alumni, and staff. In an effort to be inclusive and accessible, we offer services in-person, over the phone, and online. We serve as representatives of the Financial Aid and Scholarships Office, the Office of the Registrar, and Billing and Payment Services. CSC strives to support student success with a service-oriented, crosstrained, and solution-seeking professional staff. In this capacity, we assist the Berkeley community in navigating a wide range of topics, from providing support on ordering transcripts to explaining the billing and financial aid activity on a student’s account.

Position Summary

The Student Advisor provides a wide range of student services duties and responsibilities and requires substantive knowledge and familiarity with key Financial Aid, Billing and Payments, and Registrar-related policies and procedures. In addition, the position supports the Office of Undergraduate Admissions, Cal Parents Program, Summer Sessions, Berkeley International Office, University Health Services, Study Abroad Office, Cal 1 Card Office, Cal Housing Office, New Student Services, and other campus constituents.

The position provides frontline advising at Cal Student Central. The incumbent provides comprehensive and holistic advising services on registration and enrollment, financial aid, and billing and payments to all Berkeley students, alumni, student delegates, and prospective students via various service avenues (i.e. phones, online tickets, etc.). This is a hybrid-friendly position based on operational needs. The position also supports large yield events such as Cal Day, which requires occasional weekend work.

Application Review Date

The First Review Date for this job is November 24, 2026. For full consideration, please apply on or before the first review date.

Responsibilities

Student Services Advising - 50%

Applies professional Student Services concepts in providing a variety of student services to the Berkeley campus student population.
Effectively provide advice to students either in person, through the online inquiry/ticketing system, by e-mail, or by phone.
Function as the first point of contact for students, alumni, and student delegates at Cal Student Central.
Expected to have in-depth knowledge of all the functional areas handled by Cal Student Central.
Advise students on problem resolution and be able to resolve the majority of problems presented by the students.
Analyze situations and provide in-depth, comprehensive guidance on solutions.
Research problems to be resolved when necessary.
Explain and facilitate appropriate processes and procedures to enable students to resolve their problems and answer their questions, e.g., submission of appropriate paperwork or required documents.
Understand and communicate to students appropriate business processes and options and the consequences of using or not using them.
Be able to manage or refer students appropriately to services outside the immediate purview of Cal Student Central such as, but not limited to, academic advising, health services, student groups, Graduate Division, and Admissions.
Determine when it is appropriate to escalate issues to specialized departmental staff.
Follow the resolution of issues escalated or referred as needed.
Quickly incorporate critical campus situations and/or major policy changes into their work, e.g., Regents’ fee policy changes.

Case Management and Ticketing - 25%

Monitor and manage ticketing system to ensure that issues are resolved appropriately and timely, in compliance with service level agreements.
Use a case management approach to ensure resolution of issues to student satisfaction whether resolved at Cal Student Central or through a referral.

Team Communication and Training - 10%

Communicate trends in the volume and nature of work to other team members and supervisors.
Facilitate effective communication among the team.
Attend trainings provided by other staff and other campus departments on issues including, but not limited to, Federal and State policy updates, issues addressed by Cal Student Central, and customer service standards and approaches.

Process Improvement - 10%

Analyze existing processes and procedures for efficiency and effectiveness.
Recommend changes to improve processes and procedures.
Work with team members to implement recommended changes.

Professional Development - 5%

Professional Development: Keep abreast of current literature and developments in the field of Financial Aid, Registration, Enrollment, Billing and related professional organizations.
Participate on department and campus committees, programs, and other projects/duties as assigned.

Required Qualifications

Knowledge of advising and counseling techniques.
Knowledge of and/or can quickly learn University-specific computer application programs and pertinent databases.
Knowledge of and/or can quickly learn University processes and procedures related to student registration, aid, awards, and payments.
Knowledge of and/or can quickly learn Federal, State, and University rules and regulations in related areas of student aid, educational tax benefits, residency, etc.
Strong problem-solving techniques.
Experience providing a comprehensive and holistic approach to problem-solving and service.
Strong interpersonal skills.
Multicultural competencies; experiencing supporting diverse populations with varied levels of understanding.
Outstanding Customer Service skills and techniques, both written and verbal.
Skills in service orientation, active listening, and critical thinking.
Analytical skills to identify patterns and trends.
Ability in problem identification and reasoning.
Ability to multitask, prioritize work, and meet deadlines.
Effective written and verbal communication skills.
Experience working both in teams and individually and is a self-starter.

Education / Training

Bachelor’s degree in related area and / or equivalent experience / training. (Required)

Salary & Benefits

For information on the comprehensive benefits package offered by the University, please visit the University of California’s Compensation & Benefits website.

Under California law, the University of California, Berkeley is required to provide a reasonable estimate of the compensation range for this role and should not offer a salary outside of the range posted in this job announcement. This range takes into account the wide range of factors that are considered in making compensation decisions, including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, analysis of internal equity, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience.

The budgeted hourly range that the University reasonably expects to pay for this position is $39.24 - $39.56.

This is a non-exempt, bi-weekly paid position.

This is a full-time (40 hours/week) Career position eligible for UC benefits.

How to Apply

To apply, please submit your resume and cover letter.

Other Information

This position is eligible for up to 2 days/week remote work within the United States. Exact arrangements are determined in partnership with your supervisor to meet role responsibilities and department needs and are subject to change.
This is not a visa opportunity. This position does not include sponsorship of a new consular H-1B visa petition that would require payment of the $100,000 supplemental fee.
This position is covered by the collective bargaining agreement between UAW (United Auto Workers) and the University of California Regents for Student Services and Advising Professionals (SV).

Conviction History Background

This is a designated position requiring fingerprinting and a background check due to the nature of the job responsibilities. Berkeley does hire people with conviction histories and reviews information received in the context of the job responsibilities. The University reserves the right to make employment contingent upon successful completion of the background check.

Misconduct

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.

Equal Employment Opportunity

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.

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Student Advisor (5155C), Cal Student Central #89836

Edtech.com's Summary

Student Advisor (5155C), Cal Student Central #89836 Full Description

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