Finance Support Specialist

2 weeks ago


Charlottesville, Virginia, United States Commonwealth of Virginia Full time
Job Summary

The Finance User Success Agent, Associate will provide exceptional customer support to stakeholders within the University of Virginia Finance department. This role involves working in a team environment to resolve customer issues, share best practices, and suggest improvements to resources and processes.

Key Responsibilities
  • 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.
Requirements
  • Commitment to best-in-class customer service experience for UVAFinance stakeholders.
  • 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.
Preferred Qualifications
  • Two or more years in a customer service role.
What We Offer

The University of Virginia offers a competitive salary, benefits package, and opportunities for career growth and development. This is a non-exempt level, benefited position. The University will perform background checks on all new hires prior to employment.



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