Student Accounts Specialist – Customer Service

Job Summary:
The Student Accounts Specialist will provide customer service to students across Johns Hopkins University (JHU). This position requires attention to detail in a fast-paced, ever-changing environment and will deliver high-quality, student-centered customer service through multiple modalities (email, in-person, and phone). The person in this role will be the primary point of contact for students and parents.

This position will initially support Homewood Student Accounts and report jointly to the University Director of Student Accounts and the Director of Student Enrollment Customer Services. As the university develops an integrated student service shared services organization (SSO), the duties of this position may include supporting financial aid and registration related questions and concerns. This position may also become a direct report of the Director of Student Enrollment Customer Services.

Note: This position is not eligible for visa sponsorship.

Essential Job Responsibilities:

• Provide exceptional customer service to all Johns Hopkins constituents including students, internal staff and faculty, external stakeholders, parents, sponsors (third party payers), and all parties in contact with the university.
• Manage ongoing communication to students, parents, and staff while maintaining a high level customer satisfaction.
• Counsel, advise, investigate, problem-solve, and resolve issues from current and former students; parents; faculty; staff; sponsors and other third parties.
• Provide payment details, account information and helpful instructions on using student accounts self-service tools to students and parents.
• Maintain the financial integrity of accounts by constant monitoring of student balances to identify errors; then initiate contact with other offices to instruct them on how to resolve the error.
• Provide access to 1098-T information. Complete Canadian tax forms and email them to the student or the Canadian Office.
• Oversee student health insurance policy and coordinate this process with HR @ Homewood. Help students with gathering information from insurance website or customer service.
• Identify inefficiencies to promote operational excellence and coordinate process improvements of service to students and the University community.
• Provide direct supervision, guidance and training to select student employees.
• Perform other duties as assigned.

Education:

• High school graduate/GED required; Bachelor’s degree highly preferred.

Experience:

• A minimum of three years of strong customer service experience.
• Experience with service desk, help desk, call center or comparable front-line service a plus.
• Demonstrated ongoing customer service training strongly desired.
• Experience with accounts receivable and/or an accounting background preferred.
• Previous experience working in student services preferred.
• Experience with customer relationship management software a plus.

Additional knowledge, skills & competencies:

• Prior experience with JHU’s Student Information System (SIS) would be beneficial but not required.
• Proficiency in desktop computing using MS Office (Outlooks, Word, Excel) and web interfaces on a Windows platform.
• Ability to build relationships across departments.
• Demonstrated technical skills utilizing a range of information databases.
• Great listening skills.
• Detail-oriented.
• Strong oral and written communication skills.
• Ability to communicate effectively with diverse populations.
• Excellent organizational skills with an ability to prioritize, and work on multiple projects and tasks simultaneously, often with many interruptions.
• Willingness to commit to exceeding expectations and deliver the highest level of customer service.
• Self-motivated, proactive, friendly, courteous and collaborative.
• Take pride in every aspect of work and perform it with energy and enthusiasm.
• Be a strong team player with a commitment to continuous learning.

Classified Title:Student Accounts Specialist
Working Title: Student Accounts Specialist – Customer Service ​​​​​
Role/Level/Range: ATO 37.5/03/OE
Starting Salary Range:Commensurate with Experience
Employee group: Full Time
Schedule: M-F, 8:30am - 5:00pm
Exempt Status: Non-Exempt
Location: 01-MD:Homewood Campus
Department name: 10001449-Homewood Student Accounts
Personnel area: University Student Services

The successful candidate(s) for this position will be subject to a pre-employment background check.

If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office atjhurecruitment@jhu.edu. For TTY users, call via Maryland Relay or dial 711.

The following additional provisions may apply depending on which campus you will work. Your recruiter will advise accordingly.

During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.

The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.

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