Customer Service Associate

Posting Information

Posting Number	SAECC3059
Advertised Title	Customer Service Associate
Campus Location	Main Campus (Memphis, TN)
Position Number	001410
Category	Staff (Hourly/Monthly)
Department	University & Student Business Services
Minimum Position Qualifications	High school diploma and one (1) years of experience in a customer service environment and experience in a front-line customer service environment. Relevant experience and/or education with comparable knowledge, skills and abilities may substitute for required education.
Special Conditions
Work Schedule	Monday – Friday 8:00 a.m. – 4:30 p.m. Requires overtime during registration and other peak periods.
Posting Date	09/09/2022
Closing Date	09/16/2022
Open Until Screening Begins	No
Hiring Range	$18.25 per hour
Full-Time/Part-Time	Full-Time: Benefits Eligible
Working Conditions	While performing the duties of this job, the employee is regularly required to sit; use hands to handle, or feel; and talk or hear. The employee frequently is required to stand, walk, and reach with hands and arms. The employee is occasionally required to stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.
Additional Working Conditions
Special Instructions to Applicants	All applications must be submitted online at workforum.memphis.edu. Applicants must complete all applicable sections of the online application to be considered for a position. Please upload a cover letter, resume, and reference list after completing your application, if required by the system. Required work experience is based on full time hours. Part time work experience will be prorated as listed. Candidates who are called for an interview must notify the Department of Human Resources in writing of any reasonable accommodation needed prior to the date of the interview.
Is this posting for UofM employees only?	No
Positions Supervised	May supervise student worker based on role and responsibility.
Knowledge, Skills, and Abilities	Consistently reliable and dependable. Delivers on commitments on a timely basis. Strong commitment to customer service excellence. Strong interpersonal, organizational, and managerial skills. Proficient in all standard computer applications, including Microsoft Word, Excel and PowerPoint.
Additional Position Information

Job Duties

Duties & Responsibilities	Customer Service – Serves as front-line point of contact for in person student-related financial and business concerns. As the subject matter expert, provides support to students and parents from diverse backgrounds on matters related to financial aid eligibility, processing requirements, student business services polices and procedures, balance inquiries, refunds, parental access, and late payment fee inquiries, while upholding the highest level of customer service and professionalism.Assists with challenging accounts and the overall financial service profile of the student. Investigates and research complicated student account-related problems, including appeals research, tuition assessment, payment plans and debt management assistance. Implement solutions and determine best course of action. Calculates and processes student reinstatement, late-late registrations, retroactive adjustments and term deletes. Provides administrative support to the department by compiling standard office communications via email and participate in regular customer specific training to consistently improve customer service operations. Areas of customer service include: answering incoming phone calls accurately and expediently, email inquiries and in-person visits.

Duties & Responsibilities

Customer Service – Serves as front-line point of contact for in person student-related financial and business concerns. As the subject matter expert, provides support to students and parents from diverse backgrounds on matters related to financial aid eligibility, processing requirements, student business services polices and procedures, balance inquiries, refunds, parental access, and late payment fee inquiries, while upholding the highest level of customer service and professionalism.Assists with challenging accounts and the overall financial service profile of the student. Investigates and research complicated student account-related problems, including appeals research, tuition assessment, payment plans and debt management assistance. Implement solutions and determine best course of action. Calculates and processes student reinstatement, late-late registrations, retroactive adjustments and term deletes. Provides administrative support to the department by compiling standard office communications via email and participate in regular customer specific training to consistently improve customer service operations. Areas of customer service include: answering incoming phone calls accurately and expediently, email inquiries and in-person visits.

Duties & Responsibilities	Cashiering – Provides all cashiering activities, including the processing, receipting and balancing of tuition, fees and other charges by cash, check, credit card, TigerFunds, lockbox, night deposit and mail. Assists cashiering management in balancing the receipt of University funds on a daily basis. Assists in verification of validated deposit slips. Receives and verifies third party enrollment fee payment authorization/discounts. Collects Bursar mail daily. Assists with review, verification and processing of outside scholarship. Researches, processes and receiptsACHand wire transfers. Assists with processing and balancing daily departmental cash transmittals and bank bags. Serves as a reference point to other campus departments regarding deposits and descrepancies.

Duties & Responsibilities

Cashiering – Provides all cashiering activities, including the processing, receipting and balancing of tuition, fees and other charges by cash, check, credit card, TigerFunds, lockbox, night deposit and mail. Assists cashiering management in balancing the receipt of University funds on a daily basis. Assists in verification of validated deposit slips. Receives and verifies third party enrollment fee payment authorization/discounts. Collects Bursar mail daily. Assists with review, verification and processing of outside scholarship. Researches, processes and receiptsACHand wire transfers. Assists with processing and balancing daily departmental cash transmittals and bank bags. Serves as a reference point to other campus departments regarding deposits and descrepancies.

Duties & Responsibilities	Special Projects – Assists USBS staff with special projects as needed. Assists with preparation of New Student Orientation presentations. Assists in collection of funds from AMC machines throughout campus. Assists with verification of accuracy of new semester fee assessments records. Assists with periodic review of the office policies and procedures. Assists Bursar with maintenance, reconciliation and budgeting of departmental accounts by extracting and compiling special reports or studies where analysis of data is required. Creates and reviews desktop procedures. Assists Assistant Bursar with new and revised fee request communication process.

Duties & Responsibilities

Special Projects – Assists USBS staff with special projects as needed. Assists with preparation of New Student Orientation presentations. Assists in collection of funds from AMC machines throughout campus. Assists with verification of accuracy of new semester fee assessments records. Assists with periodic review of the office policies and procedures. Assists Bursar with maintenance, reconciliation and budgeting of departmental accounts by extracting and compiling special reports or studies where analysis of data is required. Creates and reviews desktop procedures. Assists Assistant Bursar with new and revised fee request communication process.

Duties & Responsibilities	Appeals – Acts as first line of appeal review committee. Directs students to provide more documentation if necessary, reaches out to various departments with questions, analyzes student account information, and reviews online calendars for important dates and deadlines in order to make an informed decision on approving or denying financial appeals.

Duties & Responsibilities	Campus ID – Executes the in-person and online Campus Card (ID) process. Produces IDs for students, faculty/staff, guests, retirees, and special groups. Assists with monitoring and requesting campus card supplies. Prints/delivers/picks up conference vouchers/meal cards for conferences, camps, and special groups.

Duties & Responsibilities	Other – Performs other duties as assigned by USBS management team.

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