Functions as part of a team of customer service representatives in the Office of the University Bursar; provides leadership for customer service area and the highest level of customer service and support to the Student Service Center staff; supports multiple departments, regional campuses, professional colleges to resolve customer service issues ; serves as point of contact to external customers concerning tuition and fee issues, refunds, payments, payment plan, exit interviews, loan issues, accounts receivables; maintains service indicators at request of University departments ; reviews, analyses and provides resolutions on individual cases as received by area manager regarding student account status, including detailed analysis of account history and solutions. Responds to inquiries in person, via phone, various databases, e-mail and/or written correspondence. Provides in-depth analysis and investigates alternative solutions. Must have an expert knowledge of the Student Information System. Ensures federal and state laws, FERPA and university and unit policies are adhered to when researching and responding to classified information. Functions with a high degree of autonomy and makes decisions according to established policies and procedures. Utilizes a variety of financial and student information systems to analyze accounts and advise customers accordingly. Identifies issues and refers to other areas as needed. Supports area managers with escalated case details and problem solves cases based on priority. Works collaboratively with other university units such as Student Service Center, Registrar, Student Financial Aid and Student Accounting to implement best solutions. Attends staff meetings and trainings as required.
Bachelor’s degree in a related field, or equivalent combination of education and experience; one year experience as Student Financial Services Specialist or equivalent experience; two years customer service experience; strong computer skills. Exceptional interpersonal and customer service skills; attention to detail; ability to communicate professionally, with clarity and brevity, both orally and in writing; ability to discreetly and confidentially handle sensitive topics and correspondence; ability to work independently, as well as, collaboratively to solve problems, enhance communication or recommend process improvements; critical thinking and analysis training.
Two years of experience working in a busy customer service environment.
Target Salary: $17.78 - $21.64 Hourly
Job Category: Administrative and Professional
Job Appointment (FTE%):
The Ohio State University is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation or identity, national origin, disability status, and protected veteran status.
The Ohio State University is a dynamic community of diverse resources, where opportunity thrives and where individuals transform themselves and the world. Founded in 1870, Ohio State is a world-class public research university and the leading comprehensive teaching and research institution in the state of Ohio. With more than 63,000 students (including 57,000 in Columbus), the Wexner Medical Center, 14 colleges, 80 centers and 175 majors, the university offers its students tremendous breadth and depth of opportunity in the liberal arts, the sciences and the professions.