Student Services SpecialistThe University of Pittsburgh's Student Payment Center is a unit within the Student Financial Services division of the Controllers Office. We are recruiting an outstanding service professional for two main areas of responsibility. First, responding to daily phone calls and emails from students and families related to the student account. Questions range from general in nature to more complex. Second, processing payments from student and departments and posting transactions to students' and departmental accounts. Employee must be an active participant with team members in a collaborative and flexible work environment and is expected to contribute positively to the delivery of student service outreach initiatives. Must always be looking to serve others to promote student success. Must demonstrate excellent analytical, communications, and writing skills. Customer satisfaction that meets and exceeds expectation will be evidenced by feedback from students and their families, survey results, reduction of repeat service requests, and fewer students in delinquent account status.The working hours for this position are Monday - Friday from 8:30 a.m. - 5:00 p.m This is a hybrid position working three days on campus and two days remotely.Job SummaryServes as contact for internal and external customers and responds to complex inquiries and needs. Coordinates with others, resolves complex issues, and refers customers to appropriate personnel. Maintains records, details comments and complaints, and performs special projects.Essential FunctionsResponsible for daily phone and email responses to general and more complex student inquiries, including problem investigation and resolution. Must be able to deal professionally and positively with students and their authorized users parents, family members. Position is expected to contribute ideas for improved outcomes through proactive outreach initiatives, which may include workshops, web-based videos or tutorials, in-person presentations, interactions by email, text, and phone, and other communications strategies. Duties are aimed at student success by helping students maintain good financial standing. Duties require the use of the University's student information system PeopleSoft, the online billing and payment system PittPAY, the University's general ledger system Oracle, Microsoft Office tools, business intelligence tools, imaging software, and other applications, to ensure the accurate and timely processing of students financial transactions. Duties also include researching and resolving financial holds that affect students' financial status, referring them to other University departments or external sources for assistance when appropriate, and processing departmental deposits. The position will also participate in quality improvement and skills training and will be responsible for other duties/general office procedures as assigned.Physical EffortThe position requires extensive use of a personal computer and telephone. Routine duties require providing service at a front counter or desk station.The University of Pittsburgh is committed to championing all aspects of diversity, equity, inclusion, and accessibility within our community. This commitment is a fundamental value of the University and is crucial in helping us advance our mission, which includes attracting and retaining diverse workforces. We will continue to create and maintain an environment that allows individuals to discover, belong, contribute, and grow, while honoring the experiences, perspectives, and unique identities of all.The University of Pittsburgh is an Affirmative Action/Equal Opportunity Employer and values equality of opportunity, human dignity and diversity. EOE, including disability/vets.Assignment Category: Full-time regular
Job Classification: Staff.Customer Service Representative III
Job Family: Administrative Supp rt
Job Sub Family: Customer Service
Campus: Pittsburgh
Minimum Education Level Required: Associates Degree
Minimum Years of Experience Required: 5
Will this position accept substitution in lieu of education or experience: Combination of education and relevant experience will be considered in lieu of education and/ or experience requirement. Work Schedule: Monday-Friday, 8:30 a.m. - 5:00 p.m. Work Arrangement: Monday-Friday, 8:30 a.m. - 5:00 p.m.
Hiring Range: TBD Based Upon Qualifications
RelocationOffered: No
Visa Sponsorship Provided: No
Background Check: For position finalists, employment with the University will require successful completion of a background check
Child Protection Clearances: Not Applicable
Required Documents: Resume, Cover Letter
Optional Documents: Not Applicable
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