Customer Service Assistant (CS25-097)
Southern Illinois University - edwardsville, IL
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Salary: $34,863.08 Annually Location : Edwardsville, IL Job Type: Full Time Job Number: 00490 Division: Financial Affairs Department: Bursar Opening Date: 10/07/2024 Closing Date: 10/21/2024 11:59 PM Central FLSA: Non-Exempt Description The Customer Service Representative in the Bursar's Office is responsible for providing exceptional service to students and other customers through in-person interactions, email, and phone communications. This role requires a friendly yet firm approach to address inquiries related to billing, financial aid, and account resolution, ensuring accurate information is delivered promptly. The representative will assist both current and former students with their financial matters, facilitating a positive experience while adhering to university policies and regulations. Key Responsibilities: Customer Service: Provide excellent service to customers through various communication channels, addressing inquiries about billing, financial aid, and account balances. Maintain a courteous and professional demeanor, ensuring a positive experience for all customers. Account Assistance: Assist current students with billing inquiries, financial aid award packaging, and balance resolution. Counsel students on payment options and suggest alternative methods for settling their accounts. Support former students in setting up payment plans and monitor their accounts for payment activity. Collections and Follow-Up: Perform directed collection recovery activities on assigned accounts receivable. Review past due accounts, recommend options for waiving late fees, and propose settlement offers to the supervisor. Collaborate with supervisors to determine when to escalate accounts to external collection agencies. Documentation and Reporting: Retrieve and update reports from the Comptroller Offset system, ensuring accuracy in posting offset amounts and payment activities in the Banner system. Document customer interactions, notes, and actions taken in relation to assigned accounts, ensuring compliance with university policies. Communication and Collaboration: Communicate effectively with students, authorized third-party payers, university departments, and external agencies to resolve billing and collection issues. Assist in lifting holds, updating student information, and maintaining compliance with FERPA and GLBA regulations. Research and Recommendations: Research accounts to propose repayment plan options and recommend accounts for placement with external agencies. Draft and send approved settlement offer letters to customers, ensuring clarity and professionalism. Continuous Improvement: Engage in skip-tracing efforts to locate delinquent debtors and update records as necessary. Participate in training and development opportunities to enhance customer service skills and knowledge of university policies. Additional Duties: Assist with new student orientation and other departmental functions as needed. Perform clerical tasks such as proofreading documents, drafting correspondence, and generating narrative reports. Typical Qualifications Minimum Qualifications: High school diploma or equivalent. Any one or combination totaling eighteen (18) months from the following categories: college coursework in any discipline as measured by the following conversion table or its proportional equivalent: 30 semester hours equals one (1) year (12 months) Associate's Degree (60 semester hours) equals eighteen months (18 months) 90 semester hours equals two (2) years (24 months) Bachelor's degree (120 semester hours) equals three (3) years (36 months) responsible work experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience. Preferred Qualifications: General knowledge of the Fair Debt Collection Practices Act. General knowledge of Financial Aid Regulations and processes. In-depth knowledge of FERPA. General knowledge of higher education practices. Working knowledge of personal computer technology, such as Office Suite, telephone, Teams calling and messaging, ImageNow, Internet and email. Knowledge, Skills, and Abilities * Knowledge of principles and processes for providing customer and personal services. * Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. * Knowledge of clerical and office procedures and systems such as word processing, spreadsheet software, managing files and records, designing forms, and managing inventory. * Skill in understanding written sentences and paragraphs in work-related documents. * Skill in managing one's own time and the time of others. * Ability to communicate information and ideas in speaking so others will understand. * Ability to listen to and understand information and ideas presented through spoken words and sentences. Supplemental Information Civil Service Information: Civil Service Application - FAQs Application Instructions: How to Apply - Step by Step Illinois Residency Requirement: Pursuant to the State Universities Civil Service System, out-of-state candidates must establish Illinois residency within 180 calendar days of the start date for this position. Illinois residency requires proof of a valid Illinois Driver's License or state of Illinois ID Card. Failure to produce the required documentation within 180 calendar days will result in immediate termination of employment. Classification: State Universities Civil Service System Classification Number: 4807 - SUCSS Classification Title. For more information on Civil Service classifications, please visit the State Universities Civil Service System website at: . Veterans: Veterans who qualify for preference must provide proof of eligibility within ten (10) working days of submitting an application. The required proof of eligibility includes, at a minimum, a copy of the veteran's DD214/DD215 form (Department of Defense), NGB22 form (National Guard), or Discharge Orders or DD256 Discharge Certificate (Reserves). For help in determining the appropriate proof of eligibility to submit, please refer to the Guide for Veteran Document Verification. Pre-Employment Screening: External candidates receiving a job offer must undergo pre-employment screening, including a criminal background check. For safety sensitive positions, a drug screen will also be required. Work Authorization Information: This position does not offer work authorization sponsorship. International students at SIUE on F-1 or J-1 visas are not eligible for full-time or part-time civil service positions with permanent status. F-1 and J-1 visa holders must be enrolled full-time and can only apply for temporary part-time roles working 20 hours or less per week during spring and fall semesters, such as student worker positions, assistantships, and civil service extra help roles. SIUE is a state university, and it's important to highlight that benefits from state-sponsored plans may not be accessible to individuals on F1 or J1 visas. Accommodation: If you are unable to utilize our online application system and need to request an accommodation, please reach out to us at or via email at: Statement of Diversity: SIUE is an Equal Opportunity Employer committed to an inclusive and diverse workforce. We firmly believe in providing equal access and opportunity to individuals across all job titles. We will not discriminate against any person on the basis of race, national origin, ethnicity, color, religion, disability, age, marital status, sex, sexual orientation or veteran's status. SIUE cultivates an atmosphere of inclusivity, respect, and warmth that fosters learning and collaboration. Each member of our university community bears the responsibility of actively contributing to this enriching campus environment. We encourage individuals who are dedicated to upholding these values to apply. To learn more about SIUE's Mission and statement on diversity, please visit: We value your interest and look forward to reviewing your application. For questions or more information, please email . SIUE offers an exceptional array of benefits to all full-time and part-time employees (50% or more receive benefits accrued at the percentage of appointment) including: Medical, dental, and vision insurance; University tuition waivers (full-time receive 100% waiver of tuition) Life insurance; SURS retirement plan; Supplemental retirement savings plans; Paid vacation and sick leave accrual; Generous holiday schedule/paid holidays; WorkLife programs; Employee Assistance Program (mental health and wellness); Employee discounts (local and national retailers); Flexible Spending Account Program; For more about our benefits and employee services, visit: 01 The information provided in your application must support your selected answers in the supplemental questions. The information you provide will be verified and documentation may be required. Please be as honest and accurate as possible. You may be asked to demonstrate your knowledge and skills in a work sample or during an interview. By completing this supplemental questionnaire you are attesting that the information you have provided is accurate. Any misstatements, omissions, or falsification of information may eliminate you from consideration or result in dismissal. Yes, I understand and agree No, I do not agree 02 Are you legally authorized to work in the United States without sponsorship? Yes No 03 Which statement below best describes the highest level of education you have completed? High school graduate, diploma or the equivalent (GED) Associate degree Bachelor's degree Master's degree Professional degree Doctorate degree Required Question
Created: 2024-10-10