Senior Financial Services Specialist

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Job Title:

Senior Financial Services Specialist

Department:

Business and Finance | Office of the Bursar

Functions as part of a team of customer service representatives in the Office of the University Bursar, which serves to meet internal and external customer needs and university priorities related to the department; serves at a point of contact for Buckeye Link and other student services areas, regional campuses, colleges, and other departments to respond to and resolve complex and/or escalated customer or department inquiries and complaints. Resolution may involve account maintenance, analyzing student and non-student accounts and datasets within various vendor systems, the student information system, and the central accounts receivable system (Workday). Assists the area manager with fulfilling audit and information record requests. Responds to inquiries in person, via phone, various databases, e-mail and/or written correspondence.

Maintains a thorough knowledge of student business operations, intermediate knowledge of the student information system, and general knowledge of the university’s accounts receivable system and practices. Ensures federal and state laws, FERPA and university and unit policies are adhered to when researching and responding to classified information. Functions with a high degree of autonomy and makes decisions according to established policies and procedures. Monitors student and department inquiries for trending systematic issues and refers to other areas as needed.

Facilitates the university’s Late Fee Waiver Program by providing individualized account analysis and counseling to students. Participates in student outreach campaigns, such as those helping students proactively resolve account issues. Serves as a subject matter expert on Bursar operations in order to participate as needed in university working groups, trainings, or on special projects/presentations tailored to enhance the student university experience. Representation may involve direct interaction with students, families, or other university customers.

Attends staff meetings and trainings as required. Performs other duties as assigned. May work evenings and weekends as needed during peak periods.

Required Qualifications:

Bachelor's degree in a related field, or equivalent combination of education and experience. At least two (2) years of progressive customer service experience. Strong computer skills with intermediate knowledge of Microsoft Excel. Exceptional interpersonal and customer service skills. Attention to detail. Ability to communicate professionally, with clarity and brevity, both orally and in writing. Ability to discreetly and confidentially handle sensitive topics and correspondence. Strong critical thinking skills and the ability to work independently, as well as, collaboratively to solve problems, enhance communication or recommend process improvements. Consistent demonstration of excellent professional judgement.

Desired Qualifications:

Experience in the higher education industry. Previous experience in student administrative areas.

Function: Finance

Sub-function: Bursar

Career Band: Individual Contributor - Specialized

Career Level: S2-Experienced

Additional Information:

The Target Hiring Range for this position is $19.09 to $25.10 per hour.

Location:

Student Academic Services (0160)