Associate Bursar of Student Experience/Account Services

Job Description

The Associate Bursar for Student role ensures dedicated oversight of customer service staff, escalation management, and consistent service delivery standards. The leader in this position will work to improve satisfaction, reduce complaints, and streamline resolution processes. This role is responsible for serving as a primary point of contact for students, parents, and campus partners regarding student account inquiries. The Associate Bursar plays a critical role in fostering a student-centered approach to financial services and ensuring compliance with institutional policies and regulations.

Responsibilities

• Lead the delivery of front-line financial services, ensuring timely and accurate responses to student and parent inquiries.

• Serve as the primary resource for students, parents, and staff with inquiries regarding tuition, fees, payment options, and account balances.

• Resolve escalated customer service issues with professionalism, empathy, and efficiency.

• Champion initiatives that improve the overall student financial experience, with a focus on access, equity, and satisfaction.

• Educate students and families on billing processes, financial aid disbursement, refund policies, and payment plans.

• Provide leadership in setting team goals, monitoring progress, and maintaining service standards.

• Work closely with the Bursar and other campus offices (Financial Aid, Registrar, Finance, One Stop) to support seamless financial operations.

• Supervise and train front-line customer service staff and student workers.

• Foster a culture of student-centered service, professionalism, and continuous improvement.

Qualifications

Required Qualifications

• Education: Bachelor's degree in Business Administration, Finance, Accounting, or related field required.

• Experience: Minimum 3-5 years of experience in student financial services, bursar operations, or higher education finance. Experience in a customer service-focused role, preferably in a higher education or financial services environment.

• Strong interpersonal and communication skills with the ability to interact effectively with diverse populations.

• Knowledge, Skills, Abilities: Demonstrate experience with student information systems (e.g., Ellucian Banner, Oracle, TouchNet, Argos). Strong understanding of data security, FERPA, and PCI compliance requirements. Proficiency with reporting tools (e.g., Cognos, Tableau, SQL, Excel). Strong problem-solving, analytical, and project management skills.

Preferred Qualifications

• Education: Master's Degree

• Experience: Prefer 7 years' related experience in reconciliation, compliance and fee waiver experience in Higher Education in addition to payment processing experience. Considerable knowledge of federal, state and university rules and regulations.

• Knowledge, Skills, Abilities: Functional expertise in bursar/student accounts processes; Strong system and data analysis skills; Ability to translate functional needs into technical requirements; High attention to detail and data accuracy; Strong problem-solving and process-improvement mindset; Ability to manage multiple priorities and deadlines

Work Location: University of Tennessee Knoxville. This position is in-person.

Compensation and Benefits:

• UT market range: $80,000 - $95,000

• Anticipated hiring salary: $90,000/per year

• Find more information on the UT Market Range structure here

• Find more information on UT Benefits here

Application Instructions: For best consideration applicants should submit the below materials before January 5th, 2026.

• Resume

• Cover Letter (optional)

• List of no more than 3 references

About Us

The University of Tennessee, Knoxville, has shaped leaders, changemakers, and innovative thinkers since its founding in 1794. The university is home to more than 38,000 students and 10,000 statewide employees-the Volunteers-who uphold the university's tradition of lighting the way for others through leadership and service.

UT Knoxville offers over 900 programs of study across 14 degree-granting colleges and schools. As Tennessee's flagship land-grant university, its footprint spans the entire state. The university holds the highest Carnegie classification for research activity and has deep partnerships with industry leaders and the US Department of Energy's largest multidisciplinary laboratory, Oak Ridge National Laboratory.

The Knoxville campus serves and recruits for UT Knoxville, including the Institute of Agriculture and the Space Institute, as well as the UT Institute of Public Service.

UT Knoxville considers its employees its number one asset. With values that focus on work-life balance, compensation, and innovation leadership, all Vols are supported to advance professionally. Employees have access to career development and coaching, continued education, and an extensive list of development and training possibilities. The Volunteer employee experience implements structures and practices to attract and retain top-tier talent, fostering a strong staff community and supporting a culture of involvement and engagement for everyone.

The university holds a strong commitment to its land-grant mission of learning and engagement, with a tradition of service and leadership that carries that Volunteer spirit throughout the state and around the world. It has been ranked nationally as "Best Employer for New Graduates," "One of America's Best Large Employers," and "Best Workplace for Women," and has been designated as "Best Place for Working Parents" by Forbes Magazine.

Apply today and join the Tennessee Volunteer community

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