Student Account Services Representative (part time)
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Working Title Student Account Services Representative (part time) Department Student Account Services Compensation Title Position Number 30016778 Position Status Regular, Regular, Regular Work Schedule
4.0-4.5 hrs per day M-F
Requires minimal additional hours as needed to cover vacations/sick and each semester start-up.
Hours per Week 20-22 hrs per week Months per Year 12 Commitment to Inclusive Excellence
Northern Kentucky University is an Equal Opportunity/Equal Access/Affirmative Action institution. We embrace inclusiveness, equity, and global awareness in all dimensions of our work and seek excellence through diversity among our students, administrators, faculty, and staff. Application by members of diverse groups is encouraged.
Purpose of Position
Provide and maintain seamless exemplary customer service, resulting in improved customer satisfaction.
Independently triage complex student inquiries/issues based on a deep understanding of all Student Account Services functions as well as cross-divisional student service functions (including All-card, Housing, Financial Aid, Registrar, Admissions etc.) that impact the customer services we provide.
Assess the necessary services required to resolve the student inquiries/issues and provide specific point of contact referrals for students requiring additional support from other student service offices.
Provide responsible, non-routine, independent office support functions involving in depth customer service, account reconciliation, cashiering, record-keeping, billing/payments, departmental deposits, and data entry. Communicate and perform duties in a manner that provides excellent customer service and is responsive to customer needs.
Serve as a ‘resource consultant’ for office staff and other internal and external customers.
1.Excellent customer service skills. Sound understanding and practice of exemplary customer service.
2.Exercise professional judgment.
3.Assist students in determining methods of payment.
4.Review and process outstanding receivables.
5.Independently prepare, maintain and/or interpret various records, correspondence, documents and files.
6.Investigate, develop, recommend, implement, and/or revise University procedures relating to specific area(s).
7.Maintain in-depth knowledge of applicable state and federal laws, regulations and University policies and serve as a ‘resource consultant’ for office staff and other internal and external customers; maintain confidentiality.
8.Contribute to the creation and maintenance of department website.
9.Sound understanding and practice of basic accounting skills.
10.Ability to reconcile student accounts, vault, and process daily office deposits.
11.Independently analyze special requests and considerations and make determination and give authorization.
12.Provide assistance in a variety of complex duties to explain the recalculation and/or revision of student aid awards. Receive, receipt and record external scholarship funds, assist in student payment plan arrangements, serve as University liaison to various state and federal agencies, monitor and analyze billing processes, explain estimate financial aid totals, authorize payments and reconcile various reports and deposits. Troubleshoot computer software and payment system issues when applicable.
13.Answer phones/respond to office emails/monitor and respond to customer service chat rooms.
14.Investigate issues, research and compile data, prepare reports, resolve and respond to discrepancies and customer problems. Refer customers to other staff when needed.
15.Routinely handle confidential information. Assist coworkers, customers, etc with sensitive issues or decisions.
16.Authorize approvals, exceptions, payments, etc within assigned scope of responsibilities.
17.Monitor release of information.
18.May be assigned to act as departmental liaison with other University departments and external contacts.
19. Maintain monthly department calendar.
20.Other duties as assigned.
To perform this job successfully, an individual must be able to perform each primary responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Plan, organize and make sound judgments and decisions. Utilize the rules of proper grammar, correct spelling and punctuation, and proper arrangement of information.
Perform mathematical functions and advanced bookkeeping, accounting, record-keeping with accuracy with close attention to detail.
Communicate effectively with a diverse customer population.
Use computer software, reporting tools and systems.
Operate a variety of office machines and equipment.
Meet deadlines, demonstrate excellent organization and analytical skills.
Understand and maintain current knowledge of special terminology and regulations.
Ability to interview, hire, direct, and train lower level employees.
Minimum: Two years of full-time higher education administrative service(s) experience. Experience in customer service with working knowledge of state and federal regulations ( FERPA, FA, PCI, Gramm-Leach-Bliley, NACHA ), SAP SLCM modules, ProSam Financial Assistance Software, as well as banking or financial transactions. May require working with computer technical personnel to resolve programming difficulties.
Any equivalent combination of education, training and experience, which provides the required knowledge, abilities and skills, may be considered. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
A MINIMUM OF 3 REFERENCES REQUIRED .
Any candidate who is offered this position will be required to go through a pre-employment criminal background check as mandated by state law.
Minimum Education Acceptable Equivalency Preferred Education Bachelor's Degree Minimum Experience 2 years Salary $16.55/hr. Pay Grade S68
Requisition Number 2021S1329 Job Open Date 03/10/2021 Job Close Date Open Until Filled Yes Quick Link https://jobs.nku.edu/postings/10073 Is this an internal only posting? Supplemental Questions
Required fields are indicated with an asterisk (*).
- * What relevant job related experience can you bring to this
(Open Ended Question)
- * What is the highest level of education attained?
- High School Diploma
- Associates Degree
- Bachelors Degree
- Masters Degree
- * For the most part, the anticipated working schedule for this
position will be 4-4.5 hrs per day, Monday - Friday with likely
working times of 10am - 2pm or 11am - 3pm with additional hours as
additional coverage is needed. Are you flexible enough to able to
meet this schedule?
- * Please briefly explain you customer service experience.
(Open Ended Question)
- * Do you have any accounting or finance experience? Please
(Open Ended Question)
- Cover Letter/Letter of Application
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