Customer Service Representative, UMKC Cashier's Office

Hiring Department

Cashier's Office, Division of Finance & Administration

The Cashiers Office is responsible for managing student finances and consists of five main areas: student account billing and collection, cashiering services for the University, refund processing, sponsor billing, and institutional student loans. The Division of Finance & Administration has overall responsibility for creating a financial environment on campus that meets fiduciary responsibilities, demonstrates stewardship, and meets all our regulatory requirements.

Our team is committed to excellence in providing financial services to students and the UMKC community. We have made it our goal to provide these services in the most efficient, friendly, effective, and customer-oriented fashion possible.

Job Description

We're seeking an experienced Customer Service Representative to join our team. This position will primarily interact with university stakeholders over the phone and via email interaction. This individual will be evaluating students' payment history and financial situation and creating individual repayment plans based on this information. Our goal is to keep students enrolled while allowing for the collection of past due student accounts following established policies, procedures, and guidelines. This individual will also work directly with students to assist with inquiries and questions regarding their student account. This position will also assist in processing University deposits, entering gifts as needed, posting third party payments/transactions, and other duties as assigned.

Key Responsibilities

• Handling inbound collection & customer service phone calls and emails.
• Assist in processing University deposits.
• Reviewing and explaining student accounts, leaving appropriate messages, using available tools and resources to find contact information. Identifying potential errors and referring students to the correct offices to resolve.
• Placing outbound collection calls and handling student account payment issues.
• Preparing repayment agreements, responding to and creating email/mail correspondence, and other clerical duties.
• Working in a team environment to resolve problems/provide solutions to students facing financial difficulties.
• Other duties as assigned

Shift

• 8:00am - 5:00pm, Monday through Friday
• Must be available to work some evenings and weekends as required

Minimum Qualifications

• Associate's degree or an equivalent combination of experience and education
• Two years of experience from which comparable knowledge and skills are acquired

Preferred Qualifications

• Associate's degree (or higher) with a business focus is preferred
• At least 2 years of customer service experience
• Excellent verbal & written communication skills in a professional environment
• Critical thinking, problem-solving, time management, and organizational skills
• Experience with cashiering/cash handling procedures
• Experience with accounting concepts such as general ledger and debit/credit entries
• Experience with Pathway Student Solutions (PeopleSoft) and TouchNet Payment Processing Software
• Experience with Microsoft Office products including Excel, Word, Outlook, and Teams