Baa, Customer Service-Hybrid

BAA, Customer Service-Hybrid

University Payables

Job Summary

Under the general supervision of a designated supervisor, incumbent independently performs a variety of complex technical and functional duties related to meeting the daily operational needs of University Payables. Work is performed in an office setting and is sedentary for the most part. No unusual physical exertion required. UPAY is currently operating under hybrid work model where most of the work will be performed at a home office while some job functions must be completed in the UPAY office. This position requires the ability to work effectively in a fast-paced environment where new challenges arise every day. Problem solving, the ability to adapt and respond in a timely and professional manner, high attention to detail, and exercising good judgement are some of the skills that will lead to success. This is a team-oriented position that works collaboratively with a variety of units and departments both within University Payables and the University of Illinois, as well as with customers outside of the university. Providing quality customer service, the willingness to continuously improve, as well as a professional attitude and a willingness to learn should be demonstrated while working in the best interests of the University of Illinois. Incumbent is expected to at all times observe standards of professional conduct and strive for excellence in customer service including, but not limited to: accepting accountability and ownership of actions; adaptability in accepting new challenges and responsibilities; focusing on customer needs and prompt, accurate resolution of customer issues; exhibiting professional, quality, value added communications skills; working collaboratively with customers, employees and units to improve University Payables.

Duties & Responsibilities

• 1. Provides University Payables (UPAY) expertise with vendors and units by interpreting and communicating policies, procedures, and federal and state statutes. Inquiries can be complicated in nature and require in-depth research to ensure accurate responses. Maintains the integrity and security of sensitive financial and personal information.
• 2. Provides UPAY Customer Service Help Desk support with vendors and units by conducting research and analysis of transactions in various systems and databases. Consults with vendors, units, campus purchasing and/or other OBFS units through E-mails, telephone calls and the Service Desk message system, as appropriate, to verify information and to determine the appropriate courses of action. Researches, answers and troubleshoots problems, maintains documentation of resolved cases and solutions, while actively supporting the daily tasks of the Customer Service section.
• 3. Works with the supervisor to establish, to develop and to administer a review of process standards, instructions and other documentation for the section to be used as a resource for customer service responses.
• 4. Develops subject matter expertise and serves as a liaison in order to support staff and serve as a resource with customers as front-line staff. Assists staff with appropriate and timely assistance with complex situations and challenging customers while maintaining a professional demeanor.
• 5. Coordinates and assists with staff development and delivery of training and training documentation for the Customer Service/Operations section to ensure unit compliance; coordinates logistics and delivers training sessions as needed; maintains training documentation for Customer Service section, resources and policies.
• 6. Cross-trains on other functions within UPAY for the success of the unit. Uses University systems, policies and other available resources to research and verify information while resolving customer issues appropriately and in an accurate, timely fashion.
• 7. Other duties and special projects appropriate for a Business Administrative Associate.

Minimum Qualifications

Bachelor's degree in business administration, management, or a field related to the position. Two (2) years of professional business, financial, and/or managerial work experience. (NOTE: A Master's Degree in an area consistent with the duties of the position may be substituted for one (1) year (12 months) of work experience.) Based on position requirements, additional education, training, and/or work experience in an area of specialization inherent to the position may be required.

Preferred Qualifications

Proficiency with Microsoft Outlook, Word, Excel, and One Note; Prefer experience with Banner Finance, Banner Document
System (BDS), iBuy, P-Card, T-Card and Chrome River applications

Knowledge, Skills and Abilities

• 1. Knowledge of generally accepted accounting principles and accounts payable best practices. Familiarity with the Business and Financial Policies and Procedures Manual of the University of Illinois, and State of Illinois and University procurement statutes, regulations and procedures.
• 2. Excellent organizational and communication skills. Interpersonal skills that reflect courtesy, diplomacy, and a collaborative approach to develop and maintain effective work relationships.
• 3. Proficiency with Microsoft Outlook, Word, Excel, and One Note; Prefer experience with Banner Finance, Banner Document System (BDS), iBuy, P-Card, T-Card and Chrome River applications.
• 4. Ability to work independently and exercise good judgment and discretion in the performance of all work assignments. Ability and willingness to perform at consistently high levels and to demonstrate initiative in the performance of duties.

#LI-AB1

Appointment Information

This is a 100% full-time Civil Service 5010 - Business/Administrative Associate position, appointed on a 12-month basis. The expected start date is as soon as possible. The minimum salary for this position is $48,000 and the salary is commensurate with experience and qualifications.

We are unable to sponsor an employment VISA or take over sponsorship for an employment VISA for this position now and in the future. Candidates must be authorized to work in the United States with no VISA sponsorship.
For more information on Civil Service classifications, please visit the SUCSS web site at https://www.sucss.illinois.gov/pages/classspec/default.aspx.

Application Procedures & Deadline Information

Applications must be received by 6:00 pm (CST) on April 1, 2024. Apply for this position using the Apply Now button at the top or bottom of this posting. In order to be considered as a transfer candidate, you must apply for this position. Applications not submitted through https://jobs.illinois.edu will not be considered. If required by the position, transcripts or other documentation of credentials are to be provided no later than the first day of employment. For further information about this specific position, please contact Amanda at abubo2@uillinois.edu. For questions regarding the application process, please contact 217-333-2137.

The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, and employment eligibility review through E-Verify.

Applicants with disabilities are encouraged to apply and may request a reasonable accommodation under the Americans with Disabilities Act (2008) to complete the application and/or interview process. Requests may be submitted through the reasonable accommodations portal, or by contacting the Accessibility & Accommodations Division of the Office for Access and Equity at 217-333-0885, or by emailing accessibility@illinois.edu.

Requisition ID: 1023657
Job Category: Administrative
Apply at: https://jobs.illinois.edu