Client Services Representative
Requisition Number:
57666
Location:
Boulder, Colorado
City
Boulder
State
Colorado
Employment Type:
Classified Staff
Schedule:
Full-Time
Posting Close Date:
16-Jul-2024
Date Posted:
02-Jul-2024
Job Summary
The Bursar's Office at CU Boulder welcomes applications for the Client Services Representative! We have two positions available. This role exists to assist constituents contacting the Bursar's Office in person, by phone, and in writing, while delivering high-quality customer service. This position’s responsibilities include, but are not limited to: assisting students, parents, and authorized payers with understanding and interpreting the student account, evaluating the assessment of tuition and fees to a student to ensure accuracy, work with the Account Coordinators and Student Financial Services to research and troubleshoot accounts, and processing check and credit card payments to student accounts while following all university guidelines for cash management. In order to accurately and completely serve the customers, this position must maintain general knowledge of CU and the schools and colleges on campus, campus and university policy, and an understanding of federal and state requirements around 1098-T reporting, Title IV refunding, FERPA, College Opportunity Fund (COF), and other regulatory requirements. This position must have a thorough understanding of tuition and fees and the impact of various student attributes on the tuition and fee assessment, refund policies, tuition dispute processes, and the Tuition Assistance Benefit process.
The University of Colorado Boulder is committed to building a culturally diverse community of faculty, staff, and students dedicated to contributing to an inclusive campus environment. We are an Equal Opportunity employer, including veterans and individuals with disabilities.
Who We Are
The mission of the Bursar’s Office at the University of Colorado Boulder is to efficiently enable and assist students and departments in meeting their financial obligations, with a focus on financial integrity and accountability. With responsibility for the management of key university financial resources and records and acts as a central collection point for university receipts.
What Your Key Responsibilities Will Be
Client Services:
- Interacts with constituents on behalf of the university and provides information in response to inquiries, concerns, and requests via phone, e-mail, and in person by interpreting tuition and fee accounts using CU-SIS, CUBill&Pay, spreadsheets, and departmental websites. Troubleshoots system issues when errors or problems are found and follows up on issues as appropriate to ensure the accurate billing of students. Directs requests and unresolved issues to the appropriate resource or department. Keeps records of interactions and updates the system of record as necessary. Educates constituents on how to view and print bills and how to make payments.
- Explains health insurance options as they relate to the student bill and explains how to systematically alter their choices in MyCUInfo. Explains and verifies COF information and educates on how to apply for and authorize the stipend. Advises on the financial implications of dropping courses or withdrawing from the university. Uses professional on lifting and placing service indicators (financial holds) based on extenuating circumstances, credit history, and risk to the university. Provides input for continuous process improvement.
Cashiering:
- Processes student payments in PeopleSoft Campus Solutions/cashiering module, CU-SIS; applying correct targets and tenders, ensuring relevant comments are entered for irregular payments, and service indicators are placed to prevent refunds, etc. Verifies completeness of checks before processing for written and legal amount discrepancy, correct variation of the university name in the “Pay To the Order” field and valid signature authority. Distinguishes between general payments and special scholarship/tuition assistance payments that require special processing. Balances checks and certified funds in drawer before close of business, and prepares batch to be scanned for electronic presentment via desktop deposit. Processes credit card payments with encryption device as CSR for confirmation deposit and/or tuition for card-present transactions. Completes annual employee statement for PCI DSS cycle and follows policies and procedures for safeguarding sensitive information and devices.
Account Reconciliation/Issue Resolution/University Services:
- Handles and resolves issues by obtaining and evaluating all relevant information. Troubleshoots system issues and follows through to resolve as appropriate. Reconciles student accounts by analyzing enrollment, departmental posted charges, tuition calculation, and approved tuition rates to validate the appropriateness of charges. Ensures that account information is accurate, complete, and consistent. Follows through as appropriate on any necessary corrections and adjustments by collaborating with other units and campus departments. Uses professional judgment while making decisions whether to approve allowing university services such as registration, which is being prevented due to a financial hold. Decisions are made by evaluating current policies, extenuating circumstances, previous past due balances, and risk to the university. Provides guidance to currently enrolled students to help with future planning to help retain them as a student. Advise students who may need to withdraw from the university on possible financial ramifications as well as available resources which may also include the tuition dispute process. In cases where the student has future financial aid proceeds, evaluates the total aid package and educates student on payment requirements if services are allowed.
Document Management/1098T/Payment Plans/Knowledgebase/Misc:
- Manages specialized document requests made for such things as international loans, employer tuition reimbursement, and international tax forms. Based on the nature of the requests determines most appropriate information to include and the most appropriate format and will certify documents as necessary with university seal. Coordinates IRS tax form 1098T issuance process. Validates form accuracy and makes corrections as necessary for accurate reporting. Responds to requests for additional copies of 1098T forms, answers pertinent questions, and troubleshoots any issues found. Manages exceptions and terminations of payment plans based on professional judgement. Investigates, troubleshoots, and resolves any anomalies or issues as they arise to ensure quick resolution due to the nature of timing and potential negative impact of erroneous auto-draft transactions. Maintains Student Billing knowledgebase by creating appropriate content and updating for repository of Student Billing information. Manages student financial information in Mainstay, the university chat bot knowledgebase. Creates additional entries and updates them as new questions are posed or information changes.
What You Should Know
- Must be Colorado resident to apply.
- Hybrid work environment offered.
What We Can Offer
- The salary for this position is $50,000 per year!
If you have prior state-classified experience in the same class series as this position, your pay may be set at a higher amount per the state Step Pay Program implemented on July 1, 2024.
Benefits
The University of Colorado offers excellent benefits, including medical, dental, retirement, paid time off, tuition benefit and ECO Pass. The University of Colorado Boulder is one of the largest employers in Boulder County and offers an inspiring higher education environment. Learn more about the University of Colorado Boulder.
Be Statements
Be adaptable. Be strategic. Be Boulder.
What We Require
- Must be a Colorado resident to apply.
- Three years of experience in an occupational field related to the work assigned to the position.
- Appropriate education will substitute for the required experience on a year-for-year basis.
What You Will Need
- Technical accounting experience.
- Attention to detail and accuracy.
- Excellent writing skills.
- Data collection and analysis.
- Adaptability.
- Initiative.
- Presentation skills.
- Empathetic to customer situation to balance customer needs with that of the organization.
What We Would Like You to Have
- A bachelor’s degree.
- CU-SIS Campus Solutions experience.
- PeopleSoft experience.
- Microsoft Office competency.
- Higher education experience.
Special Instructions
To apply, please submit the following materials:
1. A current resume that includes date ranges for each position held and whether the position was full-time or part-time.2. A cover letter that specifically tells us how your background and experience align with the requirements, qualifications, and responsibilities of the position.3. DD-214 for veteran applicants.
- Qualified veterans are eligible for veteran’s preference points within the State classified system. If you are a veteran and would like to have your DD214 evaluated to determine your eligibility for preference points, please attach a copy of your DD214 to this posting. If you do not wish to upload a DD214, please email a copy to recruiting@colorado.edu and reference the job to which you are applying.
4. If using the educational substitution for experience: proof of degree or transcripts.
We may request references at a later time.
Please apply by July 16, 2024 for consideration.
Note: Application materials will not be accepted via email. For consideration, applications must be submitted through CU Boulder Jobs.
Select here for additional information regarding Classified Staff positions: www.cu.edu/cu-careers/special-instructions-classified-staff-applicants
In compliance with the Colorado Job Application Fairness Act, in any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
Posting Contact Information
Posting Contact Name: Boulder Campus Human Resources
Posting Contact Email: Recruiting@colorado.edu