Apply now Job no: 543983
Work type: Staff
Location: Bakersfield
Categories: Unit 7 - CSUEU - Clerical and Administrative Support Services, Finance/Accounting, Probationary, Full Time, On-site (work in-person at business location)
POSITION PURPOSE: Under the general supervision of the Director of Accounting and Reporting - Student Financial Services (SFS), the Student Financial Services Representative is often the first point of contact regarding student accounts receivable. This position provides a wide variety of standard information to students, parents, and the public regarding tuition and fees and student account status. This position investigates and resolves routine issues related to student accounts, and posts charges, credits, and adjustments to student accounts.
DUTIES & RESPONSIBILITIES:
- Assist students, parents, and the public at the Student Financial Services window (in-person), over the phone, and via Zoom, email, and other technology, providing standard information and assistance on forms and processes such as Installment Pay Plan, Miscellaneous Refund Application, Check Stop Payment Request, Petition for Reversal of Fees, and IRS form 1098-T.
- Communicate a wide variety of basic information to students, such as student account balance, student account service indicators, tuition and fee rates, payment options, and student refunding.
- Help coordinate with Student Financial Services student assistants to ensure delivery of best-in-class customer service.
- Ensure signage, website, voicemail greetings, handouts, and other routine information sources are current and correct.
- Direct students to the appropriate campus resources based on standard procedures.
- Identify and correct routine account discrepancies, referring more complex issues to appropriate higher-level staff or a supervisor.
REQUIRED QUALIFICATIONS:
EDUCATION & EXPERIENCE: Equivalent to one (1) year of clerical accounting or financial record keeping experience and recent customer service experience. A combination of education and experience which provides the required knowledge and abilities may be considered.
SKILLS, KNOWLEDGE & ABILITIES (SKA’s):
- Regular and reliable attendance is required.
- Ability to review financial documents for accuracy, completeness, validity, and adherence to standards.
- Ability to compute and post numbers rapidly and accurately, maintain files, and records.
- Expertise in investigating and analyzing problems. Ability to anticipate problems and address them proactively.
- Ability to collect, interpret, edit, and summarize data.
- Proficiency with a variety of computer applications including word-processing, spreadsheets, databases, on-line systems, and collaborative calendaring and email software.
- Knowledge and competence in Microsoft Word, Excel, and PowerPoint.
- Demonstrated customer service experience requiring a very high level of diplomacy and professionalism.
- Ability to use tact and diplomacy to effectively handle a broad range of sensitive interpersonal situations with diverse personalities, and to respond appropriately to conflicts & problems.
- Ability to initiate, establish, and foster communication and teamwork by maintaining a positive, cooperative, productive work atmosphere in and outside the University with the ability to establish and maintain effective working relationships within a diverse population and with those from various cultural backgrounds.
- Written and oral communication skills; thorough knowledge of English grammar, punctuation, and spelling with a demonstrated ability to produce professional communications that meet high standards for appearance, grammar, spelling, and clarity.
- Ability to review, analyze, interpret, communicate, and apply policy and standards.
- Demonstrated ability to maintain a high degree of confidentiality.
- Strong organizational and time management skills, ability to remain flexible to meet customer demand levels.
- Working knowledge of or ability to quickly learn University infrastructure, academic and administrative structure, policies and procedures.
- Must be willing to travel and attend training programs off-site for occasional professional development.
- Must be able to work overtime, occasional holidays, and adjust working hours to meet special jobs. May be called back periodically to perform work as needed on an emergency basis.
PREFERRED QUALIFICATIONS:
- Experience in PeopleSoft Student Finance system.
- Demonstrated skills in an institutional/educational environment utilizing a customer-oriented and service-centered attitude.
PHYSICAL DEMANDS: LIGHT WORK – involves mainly sitting, up to 25% standing or walking; lifting medium weight objects limited to 25 pounds.
SCREENING: Only those applicants possessing experience most directly related to the immediate needs of the office will be invited to appear before a Qualifications Appraisal Board for the purpose of appraising training, experience, and interest in the position.
BACKGROUND CHECK: Satisfactory completion of a background check (including a criminal records check) is required for employment. CSU will make a conditional offer of employment, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Failure to satisfactorily complete the background check may affect the continued employment of a current CSU employee who was conditionally offered the position.
EEO STATEMENT: California State University, Bakersfield is committed to Equal Employment Opportunity. Applicants will be considered without regard to gender, race, age, color, religion, national origin, sexual orientation, genetic information, marital status, disability or covered veteran status.
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