Customer Service Rep

Job Summary

• Position is responsible for offering quality service to internal and external customers of the Bursars Office by providing assistance regarding account details, payments, tax information, deadlines, course registration activity, and other customer needs as they arise;
• communicating with other areas of the Bursars Office, and other university departments and campuses, to provide guidance and accurate information to customers as needed;
• communicating with customers about outstanding charges / debt; researching receipt information; serving as an information resource for other university offices / departments / campuses as needed;
• advising and directing customers to appropriate university offices as needed. Minimum Qualifications Bachelors Degree Preferred Qualifications Experience with Banner software application;
• assisting students, parents and university personnel with account information; high volume call center customer service operations;
• higher education student services, cash handling and financial services operations. Knowledge / Skills / Abilities Ability / experience with : Ellucian Banner applications;

customer service in higher education institution working with students, parents, internal and external constituencies; analyzing information and translating.

Ability to work with diverse groups of people and to maintain positive working relationships; Job Duties Job Duty Advise and discuss account details with walk-in and call-in customers to include, but not limited to;

charges, balances, registration activity, payments, exemptions, scholarships, financial aid awards, HOLDS, tax information, receipts, refunds, etc.

Assist customers with making payments, setting up payment plans, establishing authorized users, navigating Self Service Carolina and viewing account information;

direct customers to the appropriate university office / department when other services are needed. Communicate with other university offices regarding charges, and other student account activity as appropriate.

Post comments to customer accounts for all changes, actions, and notifications. Remove HOLDS as appropriate and approved;

provide student statements, receipts, tuition projections, and other documents to customers as appropriate; research customer accounts regarding write-offs, collection activity, etc.

Essential Function Yes Percentage of Time 40 Job Duty Assist customers with the AS- process for re-registering into courses for which they were dropped, or for late-add registration.

After properly researching account activity / comments, and adding appropriate fees, drop customers from courses when payments have not been made by the established deadline.

Essential Function Yes Percentage of Time 15 Job Duty Respond to the Bursar email account throughout the work day to assist customers with a variety of questions and requests.

Forward emails to appropriate staff for assistance as needed. Essential Function Yes Percentage of Time 30 Job Duty Assist with collections efforts by contacting customers regarding delinquent accounts, past due Payment Plan installments, and other debt activity.

Essential Function Yes Percentage of Time 5 Job Duty Serve as backup for mail processing and cashiering. Essential Function Yes Percentage of Time 5 Job Duty Assist with Orientation and with training new employees;

other duties as assigned. Essential Function Yes Percentage of Time 5 Position Attributes Employees in Safety-Sensitive or Security-Sensitive positions will be subject to pre-employment and post-employment drug testing in accordance with University policy HR Drug and Alcohol Testing.