Customer Service Representative

3 days ago

Amherst, Virginia, United States University of Massachusetts Full time
About the Role

This position supports the customer service mission of the University of Massachusetts Bursar's office and reports directly to the Clerk V Customer Service Manager. The person in this position works interchangeably between the Collections Area and the Main Office providing customer service as needed.

Key Responsibilities
  • Provide customer service as part of the customer service team, including phone, in-person, and written communications.
  • Assist with student billing and loan inquiries, processing student payments during peak times.
  • Assist with the office scholarship process, including the use of Image Now to store images of scholarship letters and checks.
  • Review, approve/decline, and process various deferment, cancellation, and forbearance requests on student accounts.
  • Prepare and record promissory notes for tuition accounts, creating an installment payment plan.
  • Assist in resolution on disputed accounts, counseling students in financial responsibilities and obligations.
  • Work with the IT department to ensure our website information is up to date and accurate.
  • Act as liaison with various on-campus offices, such as HR, and UITS, and assume the role of administrative resource for staff in the office.
  • Act as liaison with Physical Plant and Facilities with regard to issues with department space.
Requirements
  • High school diploma or equivalent.
  • Customer service experience, strong interpersonal skills, including experience working with diverse populations and all levels of a university community.
  • Knowledge of general debt collections practices, office practices, and procedures.
  • Ability to use sound judgment in normal and emergency situations.
  • Strong written and oral communication skills.
  • Experience working with diverse groups.
Preferred Qualifications
  • Knowledge of cash handling procedures.
  • Experience with Microsoft Excel.
  • Experience working with complex databases.

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