CBS2 Associate

The University of California, Merced is required to provide a reasonable estimate of the compensation range for this role. 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, 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 full salary range for this position is $25.27 - $35.90. The budgeted hourly wage that the University reasonably expects to pay for this position is $25.27.

Applicant review will take place on or around 10/25/2023. This posting may close any time after review.

This position is represented by Clerical & Allied Services (CX), Teamsters Local 2010.

This position currently works in office location 2 days per week, with the opportunity to work remotely the other 3 days (subject to change with notice).

This position may be required to participate in campus events on occasional weekend and/or evenings.

The University of California, Merced, is the newest of the University of California system's 10 campuses and the first American research university built in the 21st century. With more than 9,000 undergraduate and graduate students, UC Merced offers an environment that combines a commitment to diversity, inclusion, collaboration and professional development. With bachelor's, master's and doctoral degree programs, strong research and academic partnerships, and community involvement, the UC Merced campus is continually evolving and requires talented, knowledgeable and dynamic educators, researchers, management and staff.

Ranked among the best public universities in the nation by U.S. News and World Report, UC Merced is uniquely equipped to provide educational opportunities for highly qualified students from the San Joaquin Valley and throughout California. The campus enjoys a special connection with nearby Yosemite National Park, is on the cutting edge of sustainability in construction and design and supports the economic development of Merced and the region.

The Merced 2020 Project, a $1.3 billion public-private partnership unprecedented in higher education and completed in 2020, nearly doubled the physical capacity of the campus, enhancing academic distinction, student success and research excellence. UC Merced also operates the Downtown Campus Center, a $33 million, three-story administrative building located in the heart of Merced.

The university’s mission of educational excellence and rigorous inquiry is powered by three schools and numerous research institutes and centers that seek scientific and social solutions for the Valley, California and the world. In partnership with UC San Francisco, UC Merced is preparing the way for a rigorous medical education program.

The course of UC Merced’s evolution is piloted by a long-range strategic plan. Enacted in 2021, the 10-year blueprint is guiding how the values of equity and justice influence our pathway to earning Carnegie R1 research status, growing enrollment, upholding our identity as a minority-serving institution, and operationalizing how commitments to equity, diversity and inclusion are enacted in each campus unit.

The Associate provides a range of operational and customer service-related activities to one of three specific areas within the CBS2 structure: Procurement, Travel, or Customer Relations. The position will assist areas of business operations in a wide variety of tasks, each of which may require domain-specific knowledge of, for example, Procurement business processes and procedures and systems, Travel procurement business processes and procedures and systems, etc.

The position reports to management within the CBS2 shared services structure and works under the daily supervision of the team leader assigned to the specific service areas. The position is also responsible for assisting the Specialist and Leader roles as needed regarding CBS2 activities.

Key Responsibilities:

• Guides campus customers or team members on customer engagements with CBS2.
• Manages end-to-end transaction processes associated with Domestic travel and entertainment requests, that may contain sensitive issues and information, priorities, protocol, et cetera, for assigned departments within the Travel and Entertainment section of CBS2.
• Engages with assigned customers to assist in completing processes, procedures, or tasks as necessary, including those which may be sensitive and/or complex. Verify that FAU and COAs and all related accounting or project coding specifications are correct for each travel-related expense. This requires some knowledge of Procurement-related as well as Travel-related coding to ensure (and as required, approve) the proper expenditure of UC Merced funds.
• Processes reimbursements for travel expenses on the Travel software system. Requires a gained knowledge of Travel software system operations. Execute Procurement of hotel, airfare, car rental, and conference or other event reservations, tickets, etc. This requires the development of a travel-related vocabulary and awareness of vendor requirements.
• Interacts daily with customers to answer questions about services, offerings, and programs. Provides day-to-day first-line support to campus staff on all aspects of CBS2-related inquiries via multiple channels. Function as first point-of-contact for operations issues for assigned customers.
• Keeps customers up to date should any changes occur to previously communicated travel-related information.
• Takes responsibility to communicate effectively and completely, in the customer’s preferred manner, all travel-related information, including dates, locations, and time-sensitive issues. Provides support to Event Staff as necessary during peak times. This may include reserving locations around campus, communicating with supporting departments, and contacting visitors with relevant information before the visit. Provides on-hand support at high profile events.
• Pulls supporting reports as needed, assigned, or requested by teammates. This requires gained knowledge of the operation of reporting systems.
• Educates customers on CBS2 Services available to them and encourages the use of self-service tools such as the CBS2 ServiceNow Portal, Knowledge database, and other systems when/as appropriate. This requires gained knowledge of processes and tasks necessary.
• Updates, as necessary, Express, Concur, Oracle, and/or other systems and associated files.
• Stays current on travel-related policies, procedures, limits, compliance requirements, as necessary. This requires the development of basic knowledge of travel-related processing and accounting.
• Builds customer trust in CBS2 through active, empathetic, personalized conversations, and interactions.
• Participates in Associate cross-training opportunities allowing growth and learning while contributing to the execution of organizational priorities.
• Actively participates in training activities to expand knowledge of CBS2 capabilities, tools, processes, and procedures in other aspects of CBS2.
• Manages end-to-end transaction processes for assigned areas of Procurement, travel, and customer support functions as assigned while customer support functions as assigned while ensuring full compliance with all applicable laws, policies, procedures, and processes.
• Compiles, organizes, and reports via MS Excel spreadsheets, MS PowerPoint, & MS Word using subject matter knowledge of the material to ensure quality output.
• Upholds UC system-wide and UC Merced policies, procedures, and standards implementing appropriate processes and procedures within the CBS2 Department to ensure smooth business operations.
• Edits and proofreads all work products for content consistency and accuracy.
• Upholds UC system-wide and UC Merced policies, procedures, and standards implementing appropriate processes and procedures within the CBS2 Department to ensure smooth business operations.
• Edits and proofreads all work products for content consistency and accuracy.
• Ensures compliance with customer’s expectations around assigned duties.
• Interfaces with CBS2 Specialists or Leaders to ensure the CBS2 department meets internal and external service obligations, KPIs, and expectations.
• Works with campus department’s (procurement, travel, customer service) management to suggest revisions to assigned domain website to communicate mission and other information better.
• Provides superior customer service while processing core transactions for assigned department.
• Answers emails and phone calls from staff and faculty in support of incidents or problems related to the assigned business area: Procurement, travel, or customer relations.
• Interacts with CBS2 team to disseminate and document knowledge gained through customer facing interactions to improve overall CBS2’s ability to achieve “First Call” issue resolution.
• Resolves customer or associate queries by referring to documentation such as Frequently Asked Questions (which campus may be department-specific) and standard processes and procedures and escalate per appropriate escalation path when these cannot be resolved.

• High school diploma and/or equivalent certification/experience/training (required); and
• College-level classwork in General Business, Business Operations, or Accounting (preferred); and
• Three (3) years administrative/clerical work experience, or the equivalent years of work experience which have led to the development of the skills, knowledge, and abilities essential to the successful performance of the duties assigned to the position (required).

Critical Knowledge, Experience, and Competencies:

• Direct knowledge of University of California policies and procedures.
• Experience working in a Shared Services Unit at a Higher Education Institution.
• Thorough knowledge of administrative procedures and processes, including word processing, presentation, and spreadsheet applications.
• A strong commitment to office safety and performance.
• Ability to anticipate work needs and follow through with minimum direction.
• Excellent verbal and written communication skills, as well as proven active listening, critical thinking, and time management skills.
• Interpersonal and leadership skills to interact effectively with other CBS2 personnel.
• Demonstration of intellectual curiosity and a passion for learning.
• Ability to work through complex issues and provide options for resolutions.
• Strong attention to detail.
• Demonstrates an ability to manage multi-part conversations. Communicates in a pleasant, helpful, and professional manner.
• Ability to prioritize and perform multiple tasks in a dynamic and fast-paced environment.
• Capacity to manage multiple objectives concurrently while meeting deadlines.
• Be an active and productive team player.
• Works with a sense of urgency without sacrificing quality or accuracy.
• Be adaptable to change and an ever-evolving work environment; flexible.
• Ability to be coachable and receptive to feedback.

Background check and fingerprinting will be required.

How to Apply:
An online application is required for each position to apply.The University of California, Merced is aware that some web-based application processes may be cumbersome for differently abled applicants. Where appropriate, alternative accommodations will be provided. For applicants with disabilities who need additional assistance using TAM, or reasonable accommodations during the interview or search process, please contact ucmjobs@ucmerced.edu.

Equal Employment Opportunity:
The University of California, Merced is an Equal Opportunity/Affirmative Action employer advancing inclusive excellence. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, citizenship, sex, age, marital status, sexual orientation, gender identity or expression, disability, pregnancy, or status as a disabled veteran or Vietnam-era veteran, or other protected categories covered by the UC Nondiscrimination and Affirmative Action Policy. UC Merced intentionally promotes and maintains a discrimination- and harassment-free workplace by demonstrating it neither condones nor tolerates employment practices that discriminate against or harass any person or specific group of persons on the basis listed above. We seek candidates who will support our vision to cultivate a vibrant, equity-minded, inclusive excellence university community. When applying to UC Merced, we strongly encourage you to reflect on our Principles of Community and our 2021 strategic plan.

Vaccination Program Policy:

As a condition of employment, you will be required to comply with the University of California SARS-CoV-2 (COVID-19) Vaccination Program Policy. All Covered Individuals under the policy must provide proof of Full Vaccination or, if applicable, submit a request for Exception (based on Medical Exemption, Disability, and/or Religious Objection) or Deferral (based on pregnancy) no later than the applicable deadline. For new University of California employees, the applicable deadline is 14 days after their first date of employment.

Smoke and Tobacco Free Policy:
The University of California, Merced is a smoke and tobacco free workplace. Information and the Smoke and Tobacco Free policy is available at http://smokefree.ucmerced.edu.

E-Verify:
All employers who receive Federal contracts and grants are required to comply with E-Verify, an Internet-based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA). E-Verify electronically verifies employment eligibility by comparing information provided on the I-9 form to records in the DHS and SSA databases. Certain positions funded by federal contracts/subcontracts requires UC Merced to notify job applicants that an E-Verify check will be conducted and the successful candidate must pass the E-Verify check.

Pay, Benefits & Work Schedule:
For information on the comprehensive benefits package offered by the University of California visit: http://ucnet.universityofcalifornia.edu/compensation-and-benefits/