Registration and Immigration Specialist

Registration and Immigration Specialist
University of California, Santa Barbara - Santa Barbara, CA

Under the general supervision of the Customer Services Manager, the Registration and Immigration Specialist provides customer support services particularly in the areas of enrollment, fee payments, refunds, transcript issuing, validating certificate completion requirements and grade recording. In collaboration with other team members, responsible for maintaining an audit-compliant office and up-to-date student records. Registration and Immigration Specialist is responsible for maintaining a thorough knowledge of UCSB, and PaCE's student services policies, and business practices. Assists in student advising, particularly for visiting international students, providing guidance on immigration visa status and working with other offices on campus to ensure compliance with federal policies.

Minimum Requirements

Bachelor's degree or an equivalent combination of education and experience. Two or more years of experience in customer support and outreach. Experience with MS Office Suite, Google Suite or equivalent. Demonstrated excellent interpersonal and writing skills for collegial and professional exchanges with diverse audiences including students, parents of students, faculty, and staff. Service orientation, active listening, critical thinking. Ability to function effectively as a member of a team as well as independently, and to execute numerous tasks with demanding time frames.

Desirable Requirements

Knowledge of Destiny platform. U.S. Government Immigration Policies regarding I-20 and F-1 Visa applications. UCSB Policies and Procedures. Knowledge of Student and Exchange Visitor Information System (SEVIS) and the USCIS online system.

Special Conditions of Employment
A little help? Go to Driver's License Requirements or Background Check Guidelines

Satisfactory criminal history background check

Other Special Conditions of Employment

Other Recruitment Notes

Optional Applicant Documents

Other Document (1)
Other Document (2)
Other Document (3)

Required Applicant Documents

Resume
Cover Letter

Job Description

FLSA Exemption Status
A little help? Go to Exempt vs. Non-Exempt Employees

Non-exempt

CBU (Collective Bargaining Unit)

99 - Non-Represented (PPSM)

ERC (Employee Relations Code)

E

Grade Type

PSS

Grade Type

Student Services

Grade Type

Student Services Advising

Grade Type

Intermediate

Grade Type

P2

Grade

18

End Date for Other Appointment Type (e.g., Contract or 18-month Career)

Provision Number

Type of Supervision Received
A little help? Go to Degree of Supervision

General supervision

Knowledge, Skills and Abilities

Required:
Bachelor's degree or an equivalent combination of education and experience. Two or more years of experience in customer support and outreach. Experience with MS Office Suite, Google Suite or equivalent. Demonstrated excellent interpersonal and writing skills for collegial and professional exchanges with diverse audiences including students, parents of students, faculty, and staff. Service orientation, active listening, critical thinking. Ability to function effectively as a member of a team as well as independently, and to execute numerous tasks with demanding time frames.

Desirable:
Knowledge of Destiny platform. U.S. Government Immigration Policies regarding I-20 and F-1 Visa applications. UCSB Policies and Procedures. Knowledge of Student and Exchange Visitor Information System (SEVIS) and the USCIS online system.

Physical Requirements
Continuously=Activity occurs > 66%
Frequently=Activity occurs 33% to 66%
Occasionally=Activity occurs < 33%
Not Applicable=Activity does not exist

Stand

OCCAS.

Walk

OCCAS.

Sit

FREQ.

Bend

OCCAS.

Crouch/Squat

OCCAS.

Kneel/Crawl

N/A

Climb

N/A

Reach above shoulder level

OCCAS.

Use keyboard/mouse

FREQ.

Hand Activities: Fine dexterity

OCCAS.

Hand Activities: Hand twisting

OCCAS.

Hand Activities: Simple grasping

FREQ.

Hand Activities: Power grasping

N/A

Other (please specify activity)

Frequency of Other Activity

N/A

Lifting Activities: Light lifting (< 20 lbs)

OCCAS.

Lifting Activities: Moderate lifting lbs)

N/A

Lifting Activities: Heavy lifting (>50 lbs)

N/A

Push/Pull Activities: Light pushing/pulling (< 20 lbs of force)

OCCAS.

Push/Pull Activities: Moderate pushing/pulling lbs of force)

N/A

Push/Pull Activities: Heavy pushing/pulling (>50 lbs of force)

N/A

Mental Requirements

Read/Comprehend

FREQ.

Write

FREQ.

Perform Calculations

OCCAS.

Communicate Orally

FREQ.

Reason and Analyze

FREQ.

Other (please specify activity)

Frequency of Other Activity

N/A

Environmental Requirements

Is exposed to excessive noise

N/A

Is around moving machinery

N/A

Is exposed to marked changes in temperature and/or humidity

N/A

Is exposed to dust

N/A

Is exposed to fumes

N/A

Is exposed to gases

N/A

Is exposed to radiation

N/A

Is exposed to microwave

N/A

Drives motorized equipment

N/A

Works in confined quarters

N/A

Other (please specify activity)

Frequency of Other Activity

N/A

Job Duties

Total Percentage of Duties: 105

4
Records

Order of
Imp

Essen
Duty

%

Freq.

Function

Duties

1

Yes

35

Daily

Recorder/Enrollment/Immigration Services

Serves as the custodian for, and maintains the integrity of, PaCE's academic records.
Oversees student registration and enrollment in classes, certificates, and programs.
Grade recording and transcript issuance, such as recording grades in PaCE's integrated business system (Destiny); processing official transcripts; verifying accuracy and completeness of transcripts; researching and resolving transcript/grade issues.
Provides timely, accurate and professional answers to customers according to established department and campus policies and procedures.
Researches and implements federal, state and University regulations and reporting requirements for financial aid, including Gainful Employment regulations.
Responsible for maintaining the relationship with the UCSB Office of the Registrar, including:
Extracting student data and performing the necessary data transfers to the Registrar office for inclusion in eGrades.
Importing grades in the Destiny system.
Following up with faculty and instructors about unassigned grades, and solving all grade issues.
Importing UCSB courses in Destiny at the designated time of the quarter.
2

Yes

35

Daily

Immigration advising and I-20 processing for F-1 V

Responsible for the I-20 application process and for delivering the I-20s to students in a timely manner. Prepares I-20 forms and related express mail documentation prior to their arrival. Works with the U.S. government's Student and Exchange Visitor Information System (SEVIS) and the USCIS online system.
Using established criteria, the incumbent is responsible for the entire acceptance process for international students, including generating acceptance letters and invoices and mailing acceptance packages to students and agents.
Corresponds with students and agents regarding applications. Tracks international student status for immigration purposes and for payment and billing, contacting students and/or alerting other PaCE staff in cases of discrepancies and/or problems. Revises international student accounts, including payment adjustments.
Inputs data related to international group and individual applications into PaCE's business system. Working closely with PaCE's academic program personnel, tracks and monitors the status of student applications.
Works with new international students and agents, to provide accurate information regarding student visa application procedures, immigration status, etc. Works with international students and their agents prior to their arrival in the United States.
Primary responsible for all the inquiries and help requests related to international students and visa issues, maintains documentation and trains other customer service representatives on troubleshooting common issues.
Revises international student accounts, including payment adjustments. Interacts with students in person and via telephone, fax, and email. Proactively tracks international student status for immigration, payment and billing status, contacting students and agents, and alerting other PaCE staff to discrepancies or problems. Maintains and distributes reports of international student payment and arrival status. Sends email and express mail reminders to international students/agents as determined by PaCE policy.
Serves as Principal Designated School Officer. Directs the activities of counselors certified by the U.S. Department of Homeland Security to issue documents authorizing students to enter the United States for study and who provide immigration advice.
3

Yes

30

Daily

Customer Relations

Develops strong and trusted relationships with customers through timely and accurate communications.
Thoroughly investigate customer issues, escalating any issues appropriately and correctly.
Assists in developing sales and marketing initiatives, materials, and proposals.
Maintains a complete and accurate customer database.
Reaches out to customers to verify information or inform about program offerings, learning opportunities, and promotions.
Compiles reports of customer satisfaction.
Records details of inquiries, comments, and complaints.
Records details of actions taken following interactions with customers. Provides feedback/data on the efficiency of the customer service process. Complies with high customer service standards.
Actively seeks solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer.
4

Yes

5

Daily

Documentation and knowledgebase maintena

Responsible for maintaining Help Center articles on immigration and visas, grade policy, deadlines, drop policies and other relevant information as defined by the Customer Services Manager.
Maintains and updates the Registrar and Immigration Specialist desk manual, online resources and documentation of policies and procedures. May be required to perform other administrative duties as assigned, including but not limited to serving on PaCE, campus committees, and cross-functional teams.