Senior Coordinator - Hybrid

Duties & Responsibilities

• Coordinate, schedule, monitor and manage daily operations and services of the Illinois Bursar Customer Service and Student Contact Center including: staff selection, training, scheduling, and supervision; provide training sessions/programs; conduct performance evaluations and manage work performance issues. Perform activities to support daily operations, including responding to customer email inquiries, answering customer phone calls, assisting walk-in customers, and resolving escalated customer inquiries.
• Serve as a liaison with campus constituencies and other internal/external persons regarding student and general accounts receivable, financial aid disbursement, student loans, tuition/fees assessment and payment, sponsor billing, and billing inquiries for the purpose of: assisting with addressing/resolving related issues; interpreting University and departmental policies/procedures to ensure compliance with established regulations and guidelines; and providing guidance to staff in determining an appropriate course of action. Provides first level of escalation to staff to resolve more complex or discretionary decisions and inquiries.
• Participate in developing and implementing effective strategies related to Illinois Customer Service and Student Contact Center that successfully integrate University Bursar and University/campus short- and long-term objectives and goals, including assistance to coordinate and facilitate staff activities to promote clarity and understanding about work assignments/performance expectations.
• Perform analyses, prepare business/financial/contact reports, and provide financial data/information related to unit operations for administrative review/decision-making purposes.
• Identify, assess, develop, and implement new and/or updated policies and procedures to improve service activities, and monitor their effectiveness to ensure related daily operational needs are met and related stakeholder communication occurs. Maintain the accuracy and integrity of established policy and procedure documentation, training guides, and job descriptions.
• Maintain extensive knowledge of existing and new University, Business Services, and University Bursar policies, procedures, and developments related to Illinois Customer Service and Student Contact Center, and ensure changes are incorporated into and understood for daily operations where relevant.
• Serve as a member of various University, campus, University Bursar, and external teams, committees and organizations as assigned to keep informed about current customer service trends, exchange ideas, and discuss strategies and then apply acquired knowledge toward improving overall University Bursar operations and better serving customer service needs. Represent University Bursar effectively to large audiences.
• Other duties appropriate for a Business/Administrative Associate with supervisory responsibilities.