Student Support Coordinator - Student Services Professional II (5743)

  • East Bay
  • Hayward, California
  • Aug 03, 2020
Full Time Education and Training

Job Description


Salary Range: $4,304.00/month to $6,120.00/month. PLEASE NOTE: The starting salary will be between $4,304.00/month to $5,212.00/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, 13 paid holidays, one personal holiday and tuition fee waiver.

For more information on the benefits program, please visit


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). With an enrollment over 15,800 students, 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.


University Extension (UE) organizes and offers educational programs to matriculated and non-matriculated students of the University. It is wholly self-supporting, functioning without general fund support. UE develops and maintains self-support programs from inception to marketing and finally to implementation. UE consists of multiple sub-centers: The American Language Program; the Center for International Education; Oakland Professional Development Center; Concord Campus, Online Teaching and Learning.


This position provides a high-touch service to both our potential and current students by offering advising on what courses to take and how to graduate/complete the program. A strong emphasis is placed on student services and advising through customer service and professional communication. The Student Support Coordinator assists with all aspects of student services within Continuing Education (CE) including enrollment, payment, withdrawal, and graduation. In addition, this role is responsible for responding to CE's SalesForce cases as well as creating and maintaining best practices in that database.


Student Advising and Success Support
* Perform student related functions in PeopleSoft, including:
- Build student program/plan stacks, as needed
- Review student fees and refunds to ensure account calculates correctly
- Quick admit students, as needed
- Review all registration audit reports and troubleshoot/correct all problems
* Maintain up to date information/training in PeopleSoft
* Maintain up to date information/training in SalesForce
- Continuously look for new and innovative ways to utilize SalesForce to track student success
* Analyze and track student progress, advising students as needed to ensure successful completion of program
* Review, approve, and create certificates to be awarded to students
- Utilize database to track certificate completions
* Contact students when various problems arise, and assist with phone queries, as needed
* Troubleshoot/correct all payment issues and alert supervisor as necessary if situations escalates
* Work closely with the Accounting Office and Enrollment for troubleshooting and answering inquiries about student records
* Act on behalf of students when dealing with Program Coordinators, Finance Manager, and caseworkers for various grant and scholarship programs (East Bay Works, WIA, Department of Rehabilitation, Job Training Center, etc.)
- Process purchase orders, and ensure that registrations and payments are processed in a timely manner
* Act as point of contact for grant and scholarship programs; responsible for processing invoices, contracts, and purchase orders, etc.
* Conduct student advising to improve completion/graduation rates
- Update students on upcoming/cancelled courses with assistance on "next-steps"
- Communicate with prior/current students regarding program completion requirements
- Request certificates as appropriate
- Maintain graduation statistics on all programs to determine program viability
- Work with coordinators on program employment
* Communicate problems or trends to supervisor to adjust program offerings to meet student demands
* Process student withdrawals

Student Outreach and Recruitment
* Respond to all SalesForce cases for Continuing Education programs (approx. 125/week) with personal communication to potential student
* Attend outreach/recruitment events (ex. Job Fairs, Career Fairs, College Fairs, etc.) and represent all CE programs
* Marketing of UE programs in local unemployment offices, one-stop career centers, and military installations

Alumni Support
* Work with marketing department and program coordinators to create and maintain Social Media groups for alumni
* Liaison with AACE and campus Alumni Association to support our graduates
* Maintain purposeful communication with program alumni
* Communicate with alumni via surveys and job postings
* Maintain up-to-date records of alumni contact and employment information
* Report to interested parties on employment / success rate of CE program graduates
* Assist with the development of reports and tracking of data to expand alumni support services

Back-Up Division VA Certifying Official & Registrar
* Maintain current working knowledge of VA regulations and processes for veterans and/or eligible dependents under all GI bills (e.g. chapter 33, chapter 35, and chapter 32)
* Certify and confirm enrollment with the federal Veterans Administration
* Ensure the appropriate forms are accurately completed and submitted by eligible students to the Division as well as federal and state VA offices
* Stay in close contact with students, troubleshooting any issues with registration and VA payment
* Track student enrollments and VA payments, addressing payment issues and rejections
* Answer questions and direct students as needed to the correct federal/state VA offices
* Attend training from the state/federal VA office
* Produce various reports in support of divisional registrar to ensure student payment is received and enrollments are accurate


* Working knowledge of the practices, procedures and activities of CE and assigned Special Sessions programs to support students in these programs.
* Working knowledge of the practices and procedures for Veteran students with a thorough understanding of how to best serve the needs of this specific audience.
* Ability to establish and maintain cooperative working relationships with CSU staff, administrators, student organizations, both private and public agencies, including the US government.
* Ability to assess timelines and establish appropriate deadlines within the constraints of the University registration calendar; ability to establish and hold staff accountable for meeting deadlines.
* Ability to fill in for staff to assist or complete their work, if needed.
* Ability to work in a diverse environment, with employees of other University departments and colleges.
* High level of skill in establishing a strong, positive rapport with students.


Equivalent of two years of professional experience in one of the student services program
areas or in a related field; experience should give evidence of competence and indicate the potential for further growth. A master's degree in a job-related field may be substituted for one year of the professional experience.

Equivalent to graduation from a four-year college or university in one of the behavioral sciences, public or business administration or a job-related field. Additional specialized experience during which the applicant has acquired and successfully applied the knowledge and abilities shown above may be substituted for the required education on a year-for-year basis.


* Working knowledge and proficiency using SalesForce CRM software
* Must be proficient in the following software:
- Microsoft Suite
- PeopleSoft


In addition to the standard CSUEB application, please submit a:

1. Cover letter
2. Resume
3. List of three (3) or more professional references

Resumes alone will not be accepted in lieu of a completed online application.

To apply on-line, please go to If you are a first time user, you must register, create a user ID and password, fill in your basic information, save and click on the position you are interested in, click on the "Apply Now" button to begin the online application.

This position will remain open until filled and may close without further notice.

Applicants will receive a confirmation of receipt via automatic e-mail reply regarding their application materials. In addition, all applicants who were not selected will receive e-mail notification at the conclusion of the recruitment process. Please be patient as this process may take several weeks.


Satisfactory completion of a background check 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.


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

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 at:


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.


Cal State East Bay is not a sponsoring agency for Staff or Management positions.


As an Equal Opportunity Employer, Cal State East Bay does not discriminate on the basis of any protected categories: age, ancestry, citizenship, color, disability, gender, immigration status, marital status, national origin, race, religion, sexual orientation, or veteran's status. The University is committed to the principles of diversity in employment and to creating a stimulating learning environment for its diverse student body.
Closing Date/Time: Open until filled

Job Address

Hayward, California 94542 United States View Map