"Lead, Customer Service"

Lead, Customer Service

Company:
The University of Arizona

Job Location:
Tucson, 85724

Category:
Bursar and Student Accounts

Type:
Full-Time

Posting Number: req25263

Department: Bursar

Location: Main Campus

Address: Tucson, AZ USA

Position Highlights

The Customer Service Lead in the Bursar's Office is responsible for supervising student employees and managing daily operations in the Customer Service area, particularly in the absence of the supervisor. This role ensures effective communication among students, parents, university departments, and the Bursar's Office. The ideal candidate will demonstrate strong interpersonal skills, attention to detail, and the ability to resolve complex financial inquiries in a high-volume, service-oriented environment.

When you join the Finance & Budget division, you become part of a smart, driven team that thrives on solving complex challenges. We align our business practices with the university's priorities and cultivate talented teams who find purpose in creating simpler, more effective systems that drive institutional success. Our focus is clear: developing our people, transforming our work, and elevating our role.

Outstanding U of A benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; U of A/ASU/NAU tuition reduction for the employee and qualified family members; retirement plans; access to U of A recreation and cultural activities; and more!

The University of Arizona has been recognized for our innovative work-life programs. For more information about working at the University of Arizona and relocations services, please click here.

Duties & Responsibilities

Customer Account Support and Billing

• Advise customers by interpreting and analyzing student accounts questions, primarily via telephone.
• Assist customers in navigating the university's online portals for account information and payment processing, ensuring accuracy and compliance with university policies.
• Actively listen and gather information from customers to provide appropriate and accurate answers to their questions.
• Address and resolve routine and non-routine billing discrepancies or disputes in a timely and efficient manner.
• Research, analyze, and determine eligibility for applicable late fee waivers in accordance with policy.
• Provide general university information to customers by interpreting applicable policies and procedures.
• Provide assistance during peak periods or special projects that may involve escalated or sensitive account issues.

Supervision of Student Employees

• Recruit, train, and supervise student customer service representatives.
• Schedule shifts, monitor workloads, and ensure adequate staffing during high-demand periods.
• Conduct performance evaluations and provide ongoing coaching and feedback.
• Foster a positive, professional, and team-oriented work environment.

Escalated Customer Support & Process Improvement

• Serve as the backup for handling escalated escalated and more complex inquiries related to billing, payments, and financial accounts.
• Ensure timely, accurate, and courteous service delivery.
• Recommend strategies to enhance customer satisfaction and reduce response times.
• Clearly explain university policies, procedures, and payment options.
• Monitor customer service workflows for efficiency and compliance with university policies.
• Recommend improvements to systems, processes, and service delivery.
• Stay informed on changes to tuition, payment deadlines, and financial aid disbursements.

Cash Handling and Transaction Processing

• Accept and process cash and check payments; balance cash drawer daily.
• Process payment deferments, temporary loans, and related documentation.
• Handle stop payments, reissue refund checks, and adjust fees as needed.
• Review and reconcile daily transaction reports.

Knowledge, Skills, and Abilities (KSAs)

• Ability to effectively manage, motivate, and guide a team of customer service representatives, ensuring high performance, accountability, and an effective work environment.
• Strong Communication Skills:Excellent verbal and written communication skills to clearly convey complex billing and payment information to diverse audiences, and to manage escalated customer inquiries professionally.
• Problem-Solving and Conflict Resolution:Strong ability to handle challenging customer interactions, resolve issues effectively, and identify solutions to both immediate problems and long-term process improvements.
• Time Management and Organizational Skills:Ability to prioritize tasks, manage multiple responsibilities, and ensure efficient team operations in a fast-paced environment, especially during peak periods.
• Detail-oriented with excellent organizational skills and the ability to prioritize tasks.
• Ability to work effectively under pressure and handle high-volume workloads during peak periods.
• Strong proficiency in Microsoft Office Suite (Excel, Word, Outlook) and customer service management tools.
• Familiarity with billing procedures, financial aid processes, university regulations, and relevant compliance standards to provide accurate guidance and ensure adherence to policies.
• Knowledge of University Policies and enterprise systems.

This job posting reflects the general nature and level of work expected of the selected candidate(s). It is not intended to be an exhaustive list of all duties and responsibilities. The institution reserves the right to amend or update this description as organizational priorities and institutional needs evolve.

Minimum Qualifications

• Bachelor's degree or equivalent advanced learning attained through professional level experience required.
• Minimum of 5 years of relevant work experience, or equivalent combination of education and work experience.

Preferred Qualifications

• Bachelor's degree in Business Administration, Finance, Higher Education, or a related field.
• 3+ years of experience in customer service, with at least 1 year in a supervisory or leadership role.

FLSA: Exempt

Full Time/Part Time: Full Time

Number of Hours Worked per Week: 40

Job FTE: 1.0

Work Calendar: Fiscal

Job Category: Finance

Benefits Eligible: Yes - Full Benefits

Rate of Pay: $53,039 - $66,299

Compensation Type: salary at 1.0 full-time equivalency (FTE)

Grade 7

Compensation Guidance

The Rate of Pay Field represents the University of Arizona's good faith and reasonable estimate of the range of possible compensation at the time of posting. The University considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate's work experience, education/training, key skills, and internal equity.

The Grade Range represent a full range of career compensation growth over time. The university offers compensation growth opportunities within its career architecture. To learn more about compensation, please review our Applicant Compensation Guide and our Total Rewards Calculator.

Career Stream and Level PC3

Job Family Bursar

Job Function Finance

Type of criminal background check required: Fingerprint criminal background check (security sensitive due to title or department)

Number of Vacancies: 1

Contact Information for Candidates

Robert de Leon,
robertdeleon@arizona.edu

Open Until Filled: Yes

Documents Needed to Apply: Resume and Cover Letter

Notice of Availability of the Annual Security and Fire Safety Report

In compliance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act (Clery Act), each year the University of Arizona releases an Annual Security Report (ASR) for each of the University's campuses. These reports disclose information including Clery crime statistics for the previous three calendar years and policies, procedures, and programs the University uses to keep students and employees safe, including how to report crimes or other emergencies and resources for crime victims. As a campus with residential housing facilities, the Main Campus ASR also includes a combined Annual Fire Safety report with information on fire statistics and fire safety systems, policies, and procedures.
Paper copies of the Reports can be obtained by contacting the University Compliance Office at cleryact@arizona.edu.