Service Experience Associate, UVAFinance

2 weeks ago


Charlottesville, Virginia, United States Commonwealth of Virginia Full time

User Experience Associate

The UVA Finance Solution Center offers a structured level of assistance and care to individuals inside and outside the University. User Experience Associates provide virtual and in-person assistance at the Tier 1 level, linking stakeholders to different support tiers when needed:

  • Tier 0 - Self Service
  • Tier 2 - Functional Teams
  • Tier 3 - Systems, Process, and Data Teams
  • Tier 4 - Third Party Support

The User Experience Associate position allows individuals to develop basic proficiency in various finance areas and business processes, dealing with customer issues within the boundaries of Tier 1 support and escalating unresolved issues to specialized support tiers. Associates collaborate to resolve customer concerns, share support best practices, and propose enhancements to resources and procedures, aiming to enhance the quality and effectiveness of support services across UVA Finance.

The responsibilities include:

  • Provide top-notch customer support for UVAFinance stakeholders.
  • Utilize Salesforce for case management.
  • Engage in root cause analysis to identify and address customer issues effectively.
  • Work with a team to enhance stakeholder service.
  • Develop and improve knowledge articles and self-help resources.
  • Perform various duties at a higher level when necessary.

Requirements include:

  • Dedication to exceptional customer service.
  • Ability to understand and address various stakeholder needs.
  • Strong communication skills.
  • Proficiency in computing systems.
  • Sound judgment and discretion in handling sensitive information.
  • Commitment to continuous improvement.
  • Advanced critical thinking and problem-solving skills.

The University of Virginia is a proud equal opportunity employer emphasizing diversity, multiculturalism, and inclusion, ensuring recruitment and advancement based on merit across various demographics.

This opportunity is open until filled and offers a competitive starting pay rate.



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