Finance User Success Agent, Associate

6 months ago

Charlottesville, United States Commonwealth of Virginia Full time
User Success Agent, Associates are individual contributors who provide organizational-related support or service (administrative or clerical). Spends the majority of time in the delivery of support services or activities, typically under supervision. Opportunities for progression outside this career stream are typically limited without additional education or significant training and experience. Has little or no prior relevant training or work experience. Acquires basic skills to perform routine tasks. Work is prescribed and completed with little autonomy. Works with either close supervision or under clearly defined procedures.

Position Summary

The UVA Finance Solution Center provides a tiered model of service and support to stakeholders inside and outside of the University. User Success Agents provide virtual and physical support at the Tier 1 level of service, connecting stakeholders to the following support tiers when appropriate:
Tier 0 - Self Service Tier 2 - Functional Teams Tier 3 - Systems, Process, and Data Teams Tier 4 - Third Party Support

The Finance User Success Agent, Associate will gain and demonstrate entry-level proficiency in many areas of Finance knowledge and business processes, solving customer problems with well-documented, repeatable solutions within the scope of Tier 1 support, and escalating remaining problems to specialized support tiers. Agents will work as a team to solve customer issues, share customer support best practices, and suggest improvements to resources and processes. Agents will become experts in delivering high-quality, responsive, and accurate customer support through the Salesforce platform. They will be critical in increasing the quality and efficiency of support throughout UVA Finance. Agents will embrace a philosophy of continuous improvement by seeking opportunities to develop skills and knowledge within Salesforce and UVA Finance and responding positively to feedback provided through quality assurance reviews and performance check-ins.

The Finance Solution Center handles approximately 600 cases weekly through various channels and uses Salesforce for customer relationship management. The team is also responsible for providing reception services for Carruthers Hall. Agents will primarily work on-site to promote collaboration, knowledge sharing, and networking. The team may be expected to work some academic holidays to provide support to UVA Health System employees. User Success Agents report to the Finance User Success Manager.

UVA Finance is committed to providing a career pathway for successful agents to obtain more specialized roles throughout UVA Finance. This entry-level role will provide agents with a generalist view of finance work performed in Workday and Salesforce, better preparing them for future roles in the organization. Each agent who has left the Solution Center since its inception has gone on to serve other functional and systems teams in UVAFinance.

The starting pay rate for this position is $21.00/hour ($43,680 annually). The University of Virginia is an equal opportunity and affirmative action employer. Women, minorities, veterans, and persons with disabilities are encouraged to apply.

Applications are reviewed on a rolling basis until the position is filled, with priority given to candidates submitting a complete set of application materials (resume, cover letter, and references) by Friday, March 22nd.

Responsibilities and Duties
Provide best-in-class customer support, emphasizing the success of UVAFinance stakeholders. Utilize Salesforce to create and respond to cases generated by walk-ins, phone calls, email, and chat. Engage in root cause analysis to effectively identify the nature and urgency of the customer’s issue. Leverage knowledgebase documentation, self-help resources, and message templates to provide consistent and timely customer support. Gather information and documentation from customers that will support functional specialists in providing further support when cases are escalated. Provide detailed documentation on case efforts, provided solutions, and customer outcomes. Work collaboratively with team members and the User Success Manager to improve stakeholder service. Identify opportunities to develop or improve tier 1 knowledge articles and self-help resources. Engage in opportunities that will foster success as an agent and further career development. Greet, direct, and assist visitors to Carruthers Hall. Perform higher-level duties as needed.

Knowledge, Skills, and Abilities
Commitment to best-in-class customer service experience for UVAFinance stakeholders. Understand the diverse needs and expectations of stakeholders within UVA and externally. Ability to communicate effectively with a diverse body of stakeholders. Ability to articulate and navigate complex policies and procedures. Impeccable verbal and written communication skills. Basic experience with computing software and systems. Sound judgment and discretion with sensitive information. Positive, team-oriented approach to service delivery. Commitment to continuous improvement. Advanced critical thinking, logic, and problem-solving skills. Ability to prioritize diverse tasks to meet customer needs.

Required Education & Experience: High school diploma. No prior experience required.

Preferred Education & Experience: Two or more years in a customer service role.

This position will remain open until filled. This is a Non-Exempt level, benefited position. This position will not sponsor applicants for work visas. The University will perform background checks on all new hires prior to employment. For questions about the position or the application process, please contact Daniel Strong, Senior Recruiter at

Please apply through the University job board, Careers at UVA , and search for R0058699 .

Internal applicants must apply through their UVA Workday profile by searching ‘Find Jobs’ or through their ‘Jobs Hub’. Applicants must complete an application online with the following documents: a resume and cover letter.

The University of Virginia, i ncluding the UVA Health System which represents the UVA Medical Center, Schools of Medicine and Nursing, UVA Physician’s Group and the Claude Moore Health Sciences Library, are fundamentally committed to the diversity of our faculty and staff. We believe diversity is excellence expressing itself through every person's perspectives and lived experiences. We are equal opportunity and affirmative action employers. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information.

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