University Of California San Diego , CA 92140
UCSD Layoff from Career Appointment: Apply by 10/09/18 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor. Eligible Disability Counseling and Consulting services (DCC) or Special Selection clients should contact their Vocational Rehabilitation Counselor for assistance.
Come join our team of professionals who share a passion for creating value through innovation and collaboration. A highly engaging and stimulating working environment is where your commitment to excellence and advanced skills will allow you to focus on improving strategic processes in support of our organizational mission. We are looking for creativity, initiative, enthusiasm and the drive to succeed.
Incumbent serves as Supervisor, Student Accounts and Client Services within Student Financial Solutions (SFS)-- a multi-divisional unit of Business and Financial Services (BFS). SFS serves as the central point of contact for student inquiries related to billing, payments, refunds, scholarships, campus ID card, loans, student accounts, and general information related to division process partners such as Financial Aid, Housing, and Registrar.
This position supervises a team of career and student employees supporting the front-line customer service center. SFS has a broad client base which includes undergraduate, graduate, medical/pharmacy students, parents, staff, faculty, affiliates, and other community members. The center receives inquiries in person, phone, email, and from an online case management solution.
The supervisor creates, implements, and strives to continuously improve the student and client experience through an integrated student customer service strategy, data analysis, and service level standards on the division's behalf. Incumbent defines customer service solutions at the individual and unit level, while providing supervision and direction to the service center, creating an environment that fosters high performance, accountability, and a consistent experience.
Serve as escalated point of contact for client complaints, resolves problems by researching and exploring answers and providing alternative solutions when possible. Incumbent works closely with leadership to identify, develop, and deploy strategies, including process improvements, technology enhancements (CRM), and all other touch points that affect the student experience. The supervisor assigns, directs, and reviews work of designated staff, performs personnel supervision and direction to meet both Unit and Division goals and objectives.
You are encouraged to review additional information about our organization at:https://blink.ucsd.edu/sponsor/BFS/divisions/SFS/index.html
Graduation from college with a major in business administration, accounting, or an allied field, and four (4) years of experience in administration or operations management role; or an equivalent combination of education and experience.
Proven experience and skill to audit financial data, format special financial reports and communicate budgetary information using complex data, rules, regulations and resource materials.
Thorough knowledge of financial data management and reporting systems. Knowledge and understanding of databases and ERP systems.
Proficiency in the Microsoft suite of productivity applications (i.e, Word, Excel, PowerPoint, Access, Visio) or related applications.
One to two (1 - 2) years of customer service experience in a call center or equivalent environment with the ability to articulate clear instructions for process, policy, and technical-related questions in support of a large client population.
Proven leadership skills to provide guidance, coaching and mentoring to professional and support staff.
Excellent interpersonal, verbal and written communication skills.
Customer service experience and skills in providing coaching direction and guidance to customer service representatives.
Demonstrated ability to create service level standards focused on response times and issue resolution.
Solid experience instituting a Customer Relationship Management system (CRM) to capture and report service metrics, including customer feedback and trends.
Demonstrated knowledge of billing agency policies and procedures and their application.
The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity or sexual orientation. For the complete University of California nondiscrimination and affirmative action policy see: http://www-hr.ucsd.edu/saa/nondiscr.html
UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information.