"Customer Service Supervisor"

Customer Service Supervisor

Company:
Saginaw Valley State University

Job Location:
University Center, 48710

Category:
Bursar and Student Accounts

Type:
Full-Time

Job Title:
Customer Service Supervisor

Full or Part Time:
Full time

Hours:
40

Exempt:
Yes

Supervisory Org:
Campus Financial Services Center (PM)

Job Description:

JOB SUMMARY: Manage daily operations of the Campus Financial Services Center (CFSC) and University cash management.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Development of communication plans regarding the CFSC and Scholarships & Financial Aid policies.
• Provide information to students and parents related to University charges, payment options, and financial aid.
• Monitor/coordinate call center activity and related phone data, including generating reports and metrics for management.
• Coordinate communication with students who have pending aid due to needing to sign a promissory note, perform loan counseling, etc.
• Collaborate with the Office of Scholarships & Financial Aid regarding regulatory and policy changes.
• Assist with ongoing evaluation and training related to federal Red Flag rules and evaluation of similar new requirements.
• Contribute to the creation and maintenance of a training manual for the CFSC.
• Review and update the CFSC website and coordinate required changes with the office of Scholarships & Financial Aid for that website.
• Participate in the review, development, and implementation of tuition, fee, and housing billing and collection policies, practices, and procedures.
• Responsible for physical cash management, daily cash deposit, and monthly cash analysis.
• Work with other departments on campus that accept payments (cash, credit cards, and other electronic payments) to ensure adequate internal controls and reconciliation of receipt activity and bank.
• Responsible for system set-up, administration of the various payment plans, and eMarkets via Transact Payments.
• Represent student services at various functions, including orientations and transfer student events.
• Update and test tuition/fee and housing/meal tables in the student system.
• Run and distribute billing processes.
• Prepare workpapers and provide information for the annual financial audit.
• Manage and prepare the 1098-T process for student distribution and communication with the IRS
• Oversee the operations of the University ID Desk.
• Implement system and process enhancements for student service functions.
• Responsible for supervision, training, and development of financial services representatives and student employees.
• Read current regulations and publications; attend professional development conferences, seminars, and workshops to stay up to date on all aspects of the financial aid industry.
• Be cross-trained and provide backup support to the CFSC Student Accounting Coordinator.
• Perform other duties as assigned.

SUPERVISION RECEIVED:

General supervision is received from the CFSC Manager.

SUPERVISION EXERCISED: Functional supervision is exercised over support staff and student employees as assigned.

MINIMUM QUALIFICATIONS:

• A bachelor's degree.
• Demonstrated commitment to providing high levels of customer service and improving operational efficiencies.
• Demonstrated supervisory skills with a minimum of two years of experience, preferably in a customer service setting.
• Excellent oral and written communication skills, including the ability to address large groups.
• Ability to work under pressure with a positive attitude.
• Ability to organize and prioritize workloads.
• Strong analytical, interpersonal, and computer skills are required.
• Ability to work independently and as part of a team.
• Proficient in Microsoft Office Suite and ability to learn new software quickly.
• Experience and ability to positively interact with all members of the campus community
• Ability to perform the essential duties of the position with or without accommodations.

WORKING CONDITIONS:

• Duties are generally performed inside and not exposed to adverse conditions.
• All work associated with this role must be performed within the state of Michigan.

The above reflects the general details considered necessary to describe the essential functions of the job. It shall not be construed as an exhaustive statement of duties, responsibilities, or requirements that may be inherent in the job. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. The use of a particular expression or illustration describing duties shall not be held to exclude other duties not mentioned that are of a similar kind or level of difficulty.