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Assistant Bursar for Customer Service

Job description

Assistant Bursar for Customer Service

Job no: 501315
Position Type: Staff Full Time
Campus: UMass Boston
Department: Bursar's Office
Pay Grade: 32
Date opened: 14 Jun 2019 Eastern Daylight Time
Applications close: 28 Jun 2019 Eastern Daylight Time

General Summary:

The Assistant Bursar for Customer Service is the primary contact for all of the customer service related functions in the Bursar’s Office. The incumbent will direct and manage the customer service area to support the objectives of Administration and Finance in making superb customer service of utmost importance. S/he will manage the customer service work stations and the telephone system; the distribution of the mail; the Bursar email; walk-in student traffic; and the communication of policies with other departments and all other customer related duties, including managing all CAPS billing inquiries for the College of Advancing and Professional Studies (CAPS), as they relate to customer service; and coordinating all customer service issues with the One Stop Office. The incumbent will be responsible for making and implementing new customer service policies to support the goals of the Bursar’s Office.

Examples of Duties:

  • Responsible for managing the internal and external customer service related functions in the Bursar’s Office; direct and manage the customer service area, including managing and coordinate all customer service at the front desk; manage the telephone system to ensure that all calls are answered in a timely manner;
  • Manage Bursar email account and ensure that all e-mails are answered accurately and in a timely manner; archive and organize all incoming emails through Bursar email account;
  • Develop new customer service policies in support of new and changing goals in the Bursar’s Office;
  • Serve as liaison between University departments and the Bursar’s Office; responsible for resolving all issues as they relate to billing and receivable questions;
  • Manage all billing inquires for state-supported courses, as well as courses offered through College of Advancing and Professional Studies (CAPS) and provide appropriate customer service;
  • Responsible for resolving all customer service issues arising from the One Stop Office, Financial Aid Office, as well as other student service offices;
  • Responsible for staying current on all customer service related issues and communicating the policy changes to the Bursar Office staff, CAPS and the One Stop Office; serve as point person for communicating information from the Bursar’s Office to appropriate University departments and personnel;
  • Responsible for hiring, training, supervising and managing the work of employees within the customer service area, as well as student employees;
  • Manage the updating and mailing of office publications, when necessary;
  • Serve as point person within the Bursar’s Office for reviewing and updating the Bursar’s web site, TV slides, and other social media, etc.;
  • Responsible for developing and maintaining the direct deposit refund option for the office and promote the option to other students; manage the placement and removal of all applicable service indicators;
  • Responsible for the distribution of excess refund checks to students, and outreach to students whose direct deposit refund was rejected/returned.
  • Perform other duties as assigned.

Qualifications:

Bachelor’s degree and a minimum of three-five (3-5) years of administrative experience within an institution of higher education required.

  • Knowledge of administrative software, including Microsoft Office;
  • Knowledge of and functional experience in accounting and/or Bursar functions;
  • Working knowledge of PeopleSoft student financial system, as well as Registrar and Financial Aid systems;
  • Ability to translate University business needs in support of system use and enhancement;
  • Ability to work in both a team environment and independently;
  • Ability to take initiative, and work without regular supervision;
  • Ability to work with diverse constituencies, including student/parents, staff and faculty;
  • Strong and effective interpersonal skills, with attention to detail and accuracy;
  • Strong organizational skills, with
  • Strong written and oral communication skills;
  • Strong interpersonal skills;
  • Strong commitment to customer service.

Application Instructions:

Please apply online with your resume, cover letter, and list of three professional references.

Review of candidates will begin following the application closing date.

Only Internal candidates in the Professional Staff Bargaining Unit will be considered during the first 10 business days of the posting. All other candidates will be considered after that period.

Salary Ranges for the appropriate Pay Grade can be found at the following link:

Salary Ranges

All official salary offers must be approved by Human Resources.

Applications close: 28 Jun 2019 Eastern Daylight Time

 

 

 

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Job No:
Posted: 6/15/2019
Application Due: 6/28/2019
Work Type:
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