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Form of workSt. John’s established in 1870, has three New York City campuses; international locations in Rome, Italy; Limerick, Ireland; and Paris, France; and study abroad locations around the world. The Princeton Review and other top rankings consistently recognize the University’s outstanding academics, diverse student body, dynamic internship and volunteer opportunities, focus on student life, and diverse study abroad offerings. St. John’s University offers more than 100 undergraduate and graduate programs in its six colleges and schools, with a growing number of programs offered online. The University is accredited by the Middle States Commission on Higher Education and 12 other major academic and professional associations.
A dedication to diversity, equity and inclusion is at the heart of our mission. As a Catholic and Vincentian university, St. John’s is committed to institutionalizing practices of inclusive excellence to ensure that we welcome and celebrate the intrinsic worth of all members of our community. We will become an even stronger university as we enhance equity at every level of our institution. Our graduates will excel in the competencies and values required for leadership and service in a rapidly evolving world.
Department:
Bursar/Operations Staff
Specific Job Title:
Student Financial Services Representative
Reports to:
Office of the Bursar-Associate Bursar
Campus:
Queens
Job Summary:
Reporting to the Office of the University Bursar, this position serves as the initial contact for the Student Financial Services Office providing professional and positive customer service and assisting students with payments, questions, paperwork, and requirements as they relate to financial aid, payment arrangements and student receivables.
This position is a frontline counter service facing position that will use telephone when needed, requiring precise attention to detail; strong customer service skills; understanding of discretion and handling confidential matters; and a professional, courteous work ethic and demeanor.
Essential Functions:
Skilled in:
Interpreting information and making recommendations.
Providing customer service.
Reporting to work as scheduled, adhering to break and lunch schedules, and processing assignments as delegated by department management.
Researching and resolving issues and problems.
Maintaining security of confidential student records.
Compiling and creating reports.
Evaluating documents and applications.
Main On-going responsibilities (can include but are not limited to):
Through a walk-in service center operation, engage with visitors, provide University information related to a broad range of departments, policies, and procedures and assist the campus community with financial aid and student account-related functions.
Post payments and adjustments to student account system.
Prepare 8300 IRS form with payer ID information when customer provides over $10,000 in cash/checks. Form prepared for Associate Bursar.
Reinstate student classes after the initial drop period for students who seek to finalize their semester registration.
Assess the student's individual need, provide required forms, advise on required actions, and refer to appropriate departments.
Communicate effectively, both verbally and in writing, on financial aid and enrollment-related information.
Receive and review large volumes of University and supporting documentation for completeness and accuracy.
Address confidential material and communications.
Provide advisement and assistance on the University tuition payment plan process.
Correspond to inquiries from the Office of Student Financial Services webmail account, ensuring accurate and timely responses.
Report to the Associate Bursar and University Bursar on cash handling and issues that may impact Student Financial Services office function and responsibilities.
Process student refunds within federal guidelines and during peak financial aid disbursement periods.
Process Late Fee and Interest waiver student account adjustments.
Process Damage Deposit refunds from Residence Life.
Assist with questions on the 1098-T tax form telephone assistance for students and staff.
Provide prompt and courteous service when dealing directly with students and parents either by telephone, electronically, or face to face.
Respond promptly to customer inquiries.
Handle and resolve customer issues using all relative resources.
Attend ongoing training to keep current with information and systems.
Assist other team members as needed and designated by the department.
Report to work as scheduled and process assignments as delegated by department management.
Direct requests and unresolved issues to the designated administrative resource.
Follow up on customer interactions
Be involved in other duties and special projects as assigned.
Key Competencies:
Genuinely enjoys interacting with people
Has great written and verbal communication skills
Has excellent phone rapport and aptitude for customer service
Knows the definition of empathy and utilizes that skill when appropriate
Is intuitive and has a proactive approach to serving others
Has a strong work ethic and takes ownership of his/her work
Demonstrates honesty, teamwork, and genuine concern for others
Excellent interpersonal skills and effective communication skills - verbal and written
Resourceful in gathering information for first call resolution
Proficient in math, specifically addition, subtraction, multiplication, and division
Effective communication skills - verbal and written
Keen listening skills
Problem analysis and problem-solving
Attention to detail, accuracy, and ability to type 60 wpm
Adaptability
Takes initiative
High stress tolerance
Work Environment:
This job operates in a professional office environment. This role routinely uses standard office equipment such as personal computers, printers, telephones, fax machines, photocopiers, scanners, etc.
Physical Demands:
While performing the d
