Customer Service Assistant
Salary: $44,292 - $63,540
Title: Customer Service Assistant
Category: Management and Professional
Date Posted: 04/14/2017
Position Information: Under the general supervision of the Assistant Director of Student Business Services, the incumbent independently provides information and assistance to customers regarding general procedures, policies, regulations, and programs governing areas of Student Business Services (SBS), Financial Aid (FA), Registrar (RO), and other offices as necessary that bill charges to the student information system, Banner. The highly organized individual will apply guidelines of Family Education Rights and Privacy Act (FERPA) to analyze and interpret student accounts knowledgeably communicating account activity to students, parents, and the campus community. The incumbent provides customer service assistance and high level administrative support to the unit performing as the primary point of contact and customer representative answering all incoming calls and performs a variety of duties related to the Billings Receivables system. The incumbent will address a wide range of questions that require an in-depth knowledge of various systems, processes, and federal and state regulations, including questions relating to refunds, stop payments, deferred payment plans, student deferments, placing and clearing holds, establishing payment agreements, answers department emails, and opens department mail. The incumbent will be responsible to accurately interpret student accounts in both the Banner, student account online (CASHNet) system, and charge back system, fielding complex customer complaints to lead desk and/or supervisor where applicable. Provides coverage in the HOSS (Highlander One Stop Shop Counter) when additional staff is needed and/or in the absence of department representative. The HOSS provides consolidated customer service assistance for student service functions of the core student offices; SBS, Financial Aid, Registrar, and Admissions. The incumbent will be required to provide customer service guidance to students and campus constituents answering and fielding questions serving as the front line representative for the UCR Campus. Other duties as assigned.
Minimum Requirements: Previous and related accounts/billing receivables experience with ability and skill to interpret and apply established policies, procedures and practices to accounts.
Five (5) years customer service experience in a busy, high functioning service-oriented office environment.
Knowledge of, or experience using, automated and integrated on-line billing/receivable systems.
Excellent verbal and written communication skills to effectively and professionally interact with diverse groups using tact and diplomacy with the ability to communicate patiently and courteously with difficult individuals.
Skill in listening, anticipating, and responding to the needs of the customers to provide excellent customer service.
Strong basic mathematical abilities and a keen eye for detail.
Strong organizational skills to coordinate and prioritize fluctuating workload with multiple interruptions and constantly changing priorities.
Demonstrated experience with Microsoft Office Suite (Word, Excel, Access and Outlook), and the ability to maintain various databases using SharePoint software.
Skill to work effectively as an individual, as well as successfully function as part of a team to accomplish a common goal.
Hired candidate must successfully pass a background check through the Department of Justice (DOJ) and FBI.
Preferred Qualifications: Knowledge of UCR policies and procedures governing areas related to the responsibilities of the position.
College level coursework or degree in Business Administration or related area.
Additional Information: In the Heart of Inland Southern California, UC Riverside is located on nearly 1,200 acres near Box Springs Mountain in Southern California; the park-like campus provides convenient access to the vibrant and growing Inland region. The campus is a living laboratory for the exploration of issues critical to growing communities' air, water, energy, transportation, politics, the arts, history and culture. UCR gives every student the resources to explore, engage, imagine and excel.
At UC Riverside we celebrate diversity and are proud of our #12 ranking among the nation for most diverse universities (US News and World Report 2013-2014). Become part of a place that fosters success for all its constituents, students, faculty, and staff, and where work/life balance and campus culture are integral to our way of life.
UCR is ranked 55th among top public universities (US News and World Report 2013-2014).
The University of California is an Equal Opportunity/Affirmative Action Employer with a strong institutional commitment to the achievement of excellence and diversity among its faculty and staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by law.
For information about our generous employee benefits package, visit: Employee Benefits Overview