General Information
| Payroll Title | BLANK AST 3 | Title Code | 004722 | Grade/Step | Working Title | Customer Service Assistant | |
|---|---|---|---|---|---|---|---|
| Department Name | SBS:Cashiers | Supervisor | Rhonda L High | Department Head | Asirra Suguitan |
Special Requirements and Conditions
| Critical Position |
| Overtime |
Level of Supervision Received
| General Supervision |
Items Used
| Standard office equipment: telephone, fax, computer, copier, scanner, calculator. |
Position Purpose
| 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/third-party contract payment processing, placing and clearing holds, establishing payment agreements, answers department emails, and opening 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. |
Essential Functions
| Essential Function | % Time |
|---|---|
| Customer Service | 60 |
| Applies the guidelines of Family Education Rights and Privacy Act (FERPA) as applicable to student accounts in order to communicate account activity to students, parents, and the campus community. Provides excellent customer service and assistance to internal and external customers, serving as the department expert point of contact for Student Business Services (SBS) and communicating with tact and diplomacy at all times. Responsible for assisting students, staff members and the campus community walk-ins; 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. Performs a variety of duties related to the Billings Receivables account and/or system, including researching open items on statements to identify problems with payment, charges, and financial aid disbursements by performing calculations to verify account balances. Responsible for monitoring and responding to departmental emails. Utilizes in-depth knowledge of core departmental procedures and policies, guidelines and regulations, to respond to customer emails answering billing and other general questions. Utilizes in-depth knowledge of the student information system or other online resources to analyze, research, and respond to student and campus inquiries. Processes returned payments and student refund rejections received from CASHNet. Processes all returned refund checks placing holds, comments, and email communication to students. Assists and processes weekly stop payment requests as needed. Assists with and processes student deferments/sponsor payments. Opens and distributes departmental mail. Responsible for independent organization of personal work area and prioritization of individual workload. Provides high level administrative support to the unit and works on special projects as assigned by management. |
|
| Third-Party Contract Billing | 15 |
| Process and oversee Contract Billing. Coordinate with various departments, external agencies, governmental units, and foreign embassies to appropriately credit student accounts and bill contracts in Student Information System, Banner. Serve as liaison to the University by working with students and external agencies effectively collecting tuition/housing/parking charges owed on accounts to minimize financial loss to the institution regularly reviewing contract database. Prepare invoices requesting payment utilizing sponsor portals and department database software. Monitor and oversee posting of sponsor payments via main cashier office and/or ACH/wire payment postings via journal from accounting office. Create new contract accounts in Banner as needed. Review payment authorizations and deferment of fee request forms received from students and departments for accuracy. Utilize the student information system or other online resources to analyze, research, and respond to student and campus inquiries. |
|
| HOSS Assistance | 15 |
| Serves as representative in the HOSS (Highlander One Stop Shop) area serving as the departmental representative or as needed during peak times. Provide assistance to internal and external campus constituents regarding procedures, policies, regulations, and programs governing the areas of Student Business Services (SBS). Financial Aid, Registrar, and Undergraduate Admissions. |
|
| Collections | 10 |
| Ability to analyze and review account data to successfully negotiate and communicate payment terms for aged delinquent accounts. Negotiate/execute promissory payment arrangements on delinquent accounts. Update and track pre-collect accounts prior to collection agency placement. Set up and image promissory notes received from delinquent accounts. |
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Minimum Requirements
| Minimum Requirement | Display Ranking |
|---|---|
| No information record yet | |
Preferred Qualifications
| Preferred Qualification | Display Ranking |
|---|---|
| No information record yet | |
| Posted Position Purpose |
|---|
| 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/third-party contract payment processing, placing and clearing holds, establishing payment agreements, answers department emails, and opening 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. *Two vacant positions to fill* |
| Posted 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. |
| Posted 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. |