Analyst, Finance Service Center

Columbia University New York , NY 10007

Posted 2 weeks ago

Temporary role with an anticipated end date of September 2019

We have an exciting opportunity to join our organization as an Analyst, Finance Service Center with our Finance Service Management team. Reporting to the Director, Finance and Human Resources Service Center, the Analyst, Finance Service Center is responsible for serving as an initial, principal source of information and guidance on policies, procedures, compliance information, system functionality, and basic concepts of finance operations including the General Ledger, Chart of Accounts, Budget Checking, Project Costing, Purchasing, Accounts Payable, Procurement Cards, and Vendor Profile Management.

Job Responsibilities:

  • Customer Service: provide information, guidance, and referrals to the University community and external customers through effective intake, diagnosis, resolution and/or routing of customer inquiries via telephone calls and web forms

  • Customer Service: provide resolution of customer inquiries at the Tier 1 Service Center level or route to the appropriate business unit for appropriate escalation for high quality customer service experience

  • Service Level Management: maintain customer contact in the necessary manner to support the Service Centers objectives, performance goals and service level agreements

  • Communication: provide written and oral communication to customers and colleagues to gather information, deliver instructions, document findings to ensure understanding of status and resolution of issues.

  • Metrics Management: track incidents to ensure prompt and effective resolution of all inquiries, including escalated incidents, ensuring timely completion of customers issues

  • Compliance: regularly evaluated through the review of call recordings, web responses and live calls to ensure consistent messaging, accuracy and compliance of University policies and procedures, as well as applicable regulations

  • Training: reinforces training to University staff involved in Finance transactions on Finance policies, procedures and system functionality over the phone or through communication or web forms

  • Process Improvement: partner with the Director and Manager of the Finance and Human Resources Service Center to identify training and communication needs, as well as assisting in the development and communication of policies, procedures and user support tools

  • Documentation: maintains records in accordance with internal procedures, demonstrating compliance

  • Performs special projects and other related duties as assigned

About You

The successful candidate is a team player, resourceful and has the ability to work with diplomacy and efficiency, while multi-tasking and ensuring all customers feel valued. In addition, the candidate will have a strong attention to detail, including a keen eye for accuracy and thoroughness. The successful candidate also has these essential skills:

  • Excellent interpersonal, oral and written communication skills

  • Ability to work in a high pressure, fast paced environment

  • Aptitude to quickly, critically and analytically assess customer inquires

  • Sound judgement to provide resources to determine resolution

  • Work well with a diverse group of University administration to negotiate issues through effective listening skills

  • Collaborative team spirit, flexible in nature and passion for excellent customer service and commitment to exceptional quality Minimum Qualifications for Grade

Applicant MUST meet these minimum qualifications to be considered an applicant Bachelor's degree and/or equivalent required; minimum of three years related experience required. Additional Position-Specific Minimum Qualifications

Applicant MUST meet these minimum qualifications to be considered an applicant Demonstrated knowledge/management of complex finance functions including accounting principles, general ledger, chart of accounts, journal entries, cost transfers, budget checking, encumbrance management, receiving, matching, workflow, finance reporting, fiscal cycle, project lifecycle required. Proficiency in Microsoft Office (Word, Excel) required. Required to demonstrate proficiency in a range of topic areas, including finance functional knowledge, as measured through a series of tests that will be administered. Must be able to work effectively with minimal supervision, successfully incorporating established protocols to consistently ensure regulatory/policy compliance, operational effectiveness and high-quality customer service experience. Strong time management skills required to effectively manage time and priorities for caller issues. Special Instructions Preferred Qualifications Experience with PeopleSoft or Enterprise system equivalent preferred. Some customer relationship management/call center experience preferred. Experience responding to high volume customer inquiries/requests and working with customer service software preferred. Higher education experience or experience in other large, complex organizations preferred. Essential Functions Additional Essential Functions (Limit to 3950 characters.) Special Indications

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Analyst, Finance Service Center

Columbia University