Customer Service Representative - University Bursar

 Customer Service Representative - University Bursar

University Bursar
In Office - Work Model
Posting Category:Hide Apply Now

Job Summary

 Under general supervision, provide account consultation and special assistance to student and department related inquiries that meet the daily operational functions conducted by University Bursar. Responsibilities require awareness of general Customer Service policies and procedures to ensure business transactions administered by University Bursar are processed in compliance with established regulations and guidelines. Responsibilities also ensure compliance with policies and procedures set forth by the Office of Business and Financial Services.

Duties & Responsibilities

1.  Perform a variety of functions related to Customer Service including, but not limited to: effectively address client needs of students, Authorized Payers and University officials/staff received via phone, in-person, and e-mail regarding account activities in conjunction with operations and services administered by University Bursar. Apply comprehensive knowledge about departmental policies/procedures and established University guidelines/regulations to ensure responses to inquiries and complex issues are accurate and that appropriate information is provided to resolve problems.
2. Conduct extensive research, perform analysis of data, and initiate appropriate corrective action related to account discrepancies to promote the quality of Customer Services by providing accurate, thorough information in a timely manner that satisfactorily meets client needs and fully addresses their concerns.
3. Compose complex correspondence, reports, and other business documents that are presented with clarity, and that contain relevant explanatory information in response to Customer Service complaints and other issues related to account activities.
4. Record and update metrics regarding Customer Service activities for review by the Senior Coordinator for Customer Service and other management officials, and for their use in determining goals and assessing progress made toward unit initiatives.
5. Provide Customer Service to clients and department officials/staff (including information regarding University Bursar receivables policies/procedures) that effectively assists them with managing their accounts. Serve as the client's advocate to identify/develop payment solutions that allow clients to satisfy their financial responsibilities in a timely manner within University policy.
6. Consult with cross-functional representatives regarding specialized account inquiries to resolve complex issues and/or direct inquiries to other University Bursar management officials for response (e.g., suggest solutions/ University Bursar contacts for issues related to 1098T, direct deposit, collection accounts, and write-off accounts).
7. Participate in outreach efforts to ensure the campus community is notified in a timely manner about new, updated, and/or revised policies, procedures, and services administered by University Bursar, including in-person and online presentations.
8. Perform other assigned duties appropriate for a Customer Service Representative classification.

Minimum Qualifications

• High school diploma or equivalent.
• Any one or combination totaling three (3) years (36 months) from the following categories:
  a.   College coursework in business administration, communications, public relations or a closely related field as measured by the following conversion table or its proportional equivalent:
          -  30 semester hours equals one (1) year (12 months)
          -  Associate's Degree (60 semester hours) equals eighteen months (18 months)
          -  90 semester hours equals two (2) years (24 months)
          -  Bachelor's degree (120 semester hours) equals three (3) years (36 months)
  b.   Responsible work experience in Customer Services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience
  

Knowledge, Skills and Abilities

1. Knowledge of general accounting policies and procedures to ensure that business transactions administered by University Bursar are processed in compliance with regulations and guidelines.
2. Excellent verbal and written communications skills to effectively communicate with University, campus, and departmental officials/staff, faculty, students, parents, and other persons seeking assistance from University Bursar.
3. Effective clerical, grammatical, and proofreading skills, with emphasis on professionalism, accuracy, and attention to detail.
4. Proficiency with computer skills to perform duties and responsibilities using Banner system/applications, Microsoft Word, Microsoft Excel, Microsoft Outlook, Microsoft Access, PowerPoint, and Internet Explorer.
5. Strong interpersonal skills to effectively communicate with University, campus, and departmental officials/faculty/staff and students, ensuring positive Customer Service and satisfaction.
6. Ability to produce detail-oriented work and establish priorities to meet deadlines while staying on task with other assigned duties and responsibilities.
7. Ability to work independently and exercise good judgment and discretion in the performance of assigned duties and responsibilities. Responsible for compliance with University and State of Illinois privacy and ethics policies.
8. Knowledge and respect of policies and procedures outlined for the University of Illinois, Business and Financial Services, and University Bursar.
9. Environmental Demands: This is an office position requiring communicating with persons seeking assistance at the Customer Service window and at a desk.
   

Appointment Information

This is a 100% full-time Civil Service 4808 - Customer Service Representative position, appointed on a 12-month basis. The expected start date is as soon as possible after 2/26/2024. The hourly rate for this position is $19.772 and 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
For full consideration, candidates must apply and submit a letter of application, resume, and names/addresses/phone numbers of three professional references by 6 pm on or visit www.hr.uillinois.edu/employment.

System Human Resource Services
(217) 333-2600
erhr@uillinois.edu

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 System Human Resource Services, Diversity, Equity and Inclusion at 217-333-2600, or by emailing ADAaccessibility@uillinois.edu.

Requisition ID: 9000614
Job Category: Civil Service
Campus Location: Urbana

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