Northern Illinois University Looking for Customer Service Representative (937) Full Time

Close Date: 02/16/2024

Employee Class
Staff

Full-Time/Part Time: Full-Time

Position Status: Regular

FLSA
Exempt

Union Representation: Non-Union

Union Code: N/A

Unit/Department: Bursar

College/Unit: AVP Finance

Division: Administration & Finance

Location: SP 235

Link to Department Website or Custom Search Page: https://www.niu.edu/bursar/index.shtml

Overview

Northern Illinois University (NIU) is a world-class, research-focused public institution that attracts students from across Illinois, the country and the world. NIU’s vision is to be an engine for innovation to advance social mobility; promote personal, professional and intellectual growth; and transform the world through research, artistry, teaching and outreach. Our mission is to empower students through educational excellence and experiential learning as we pursue knowledge, share our research and artistry, and engage communities for the benefit of the region, state, nation and world.

The Office of the Bursar is a support service department in the Division of Administration and Finance. Within the Office of the Bursar there are four key areas of operation: Accounts Receivable, Cashiering, Account Counseling and OneCard ID Services. Each of these operations provides services and support to NIU students, commercial customers and other NIU departments.

Position Summary

This Customer Service Representative is responsible for daily opening and closing of the Bursar office, daily balancing of multiple registers, monitoring work schedules, basic accounting skills, and assisting manager with correcting transaction errors. In addition, extensive knowledge of the PeopleSoft System is needed to assist and counsel students with questions/problems that may arise. Under limited supervision, position must independently apply knowledge about accounts receivable processes administered by the Office of the Bursar. This comprises of helping customers, both students and departments, regarding their accounts, and addressing inquiries regarding tuition, fees, housing contracts, library fines, parking violations, and other student-related expenses.

Essential Duties and Responsibilities

Customer Service

• Greets all visitors to the Bursar Office, determine nature of their visit and direct them to the correct section within the Bursar Office, including whom they need to reach.
• Assists with answering main Bursar phone line and responding to Bursar emails.
• Responsible for assisting student with complex inquiries regarding account and departmental policies; answering and redirect office telephone calls; checking voice messages and returning calls; and answering email communications received in Bursar, and Cashier email box with same day or next business day responses according to policies.
• Researches and solves complex cashiering and student account issues, and directs to the appropriate individual or office as needed.

Office Management

• Responsible for supervising the Cashier Office staff and all cashier operations.
• Receives payments for charges such as tuition and fees assessed to students accounts by the University. Verifies amount on students account and gives change if necessary. Provides receipts and deposits payment received same day.
• Responsible for processing Departmental Deposits, Commercial A/R deposits, Perkins Loan payments, State Offset payments, Collection Agency payments, and Wire transfer. All of which are applied to accounts within PeopleSoft. Researches any discrepancies identified.
• Manages the separation of all Bursar mail by responsible office or department. Notify or deliver the mail to respectable office or department within a timely manner. All student payments will be date stamped and processed same day received in mail.
• Manages all returned checks, by logging checks and contacting each check recipient by phone and email. Must be able to explain the check in detail and able to trouble shoot with other employees, as needed.
• Gathers and compiles data securely regarding various types of payments, vouchers, and accounts for reports as needed for upper management.

Polices and Procedures

• Responsible for composing and updating complex cashier policy and procedure documents.
• Maintains records for the Bursar office according to the office operating procedures and records management policy. Ensuring that sensitive/confidential records are stored when needed and destroyed accordingly with Illinois State approval.

Staff Development and Training

• Responsible for training all employees that report to position and managing work schedule.
• Responsible for training other university departments on Bursar procedures and cash handling procedures, especially new employees to the University.
• Responsible for creating new training guides, and updating and proofreading regularly for accuracy.

Miscellaneous Administration

• Monitors information on the Bursar Cashier website and notify manager website updates are required.
• Performs as the alternative Bursars Payroll Administrator by compiling timesheets and entering them into the payroll system, and submitting to the Campus Payroll Department for processing.
• Performs other related duties as assigned

Minimum Required Qualifications (Civil Service)

1. High school diploma or equivalent.
2. Any one or combination totaling three (3) years (36 months) from the following categories:

A. college coursework in business administration, communications, public relations or a closely related field as measured by the following conversion table or its proportional equivalent:

• 30 semester hours equals one (1) year (12 months)
• Associate’s Degree (60 semester hours) equals eighteen months (18 months)
• 90 semester hours equals two (2) years (24 months)
• Bachelor’s degree (120 semester hours) equals three (3) years (36 months)

B. responsible work experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience

Knowledge, Skills, and Abilities (KSAs) (Civil Service)

Classification-Specific KSAs

1. Knowledge of principles and processes for providing customer and personal services.
2. Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
3. Knowledge of clerical and office procedures and systems such as word processing, spreadsheet software, managing files and records, designing forms, and managing inventory.
4. Skill in understanding written sentences and paragraphs in work related documents.
5. Skill in managing one’s own time and the time of others.
6. Ability to communicate information and ideas in speaking so others will understand.
7. Ability to listen to and understand information and ideas presented through spoken words and sentences.

Position-Specific KSAs

1. Ability to deal with the public and clients in a friendly, positive manner to achieve customer satisfaction
2. Ability to professionally relay information verbally and in writing
3. Accuracy, accountability, and security in handling all university funds.
4. Confidentiality with regard to funds, individual cardholder system privileges and accounts, records, and system reports.
5. Professional appearance and positive attitude toward co-workers, student and the public
6. Attention to detail when conducting data entry and counting funds.
7. Ability to demonstrate Supervisory and administrative abilities

Specialty Factors (Civil Service)

None

Preferred Qualifications (Civil Service)

• Bachelors degree
• Cash handing work experience
• Two years of supervisory experience

Minimum Required Qualifications (SPS)

N/A

Additional Requirements (SPS)

N/A

Preferred Qualifications (SPS)

N/A

Physical demands/requirements

None

Anticipated Appointment Start Date
As soon as possible after close date

Percent of Staff Year
1.00

Standard Hours Per Week
37.50

Working Hours: M-F; 8 am-4:30pm, one-hour lunch

Salary
Commensurate with experience and qualifications. NIU offers a robust Benefits Package.

Hourly or Semi-monthly Pay Rate/Range
See above

Earn Type
Salary

Application Procedure

Required Procedures:

1. Fully complete the Education and Work History sections of the application. Be specific on your entire work history, including employment dates and duties for all positions held. Applicable part-time work experience will be considered toward qualifying for this position; however, it will be converted to a full-time equivalency to determine combined length of experience. Important: Please upload any unofficial transcript(s) and/or documentation that verifies any education, experience, and/or training you have received.
   • If eligible for Veteran’s Preference Points, DD214/DD215/NGB22/DD256 paperwork reflecting an Honorable Discharge MUST be uploaded to this application to receive the maximum eligible points on the Civil Service examination.
2. After the posting has closed, your submission will be reviewed to determine if you meet the minimum qualifications for the classification, including any specialty factors associated with this position. If you meet the minimum required qualifications for this position, you will receive a score based on your education and experience, and your name will be placed on the active employment register.
3. Please monitor your e-mail for further information regarding your application. Emails will be generated from [email protected] and [email protected]. Please add these emails to your address book to ensure timely delivery of any future communication.
4. Illinois residency required within 180 days of the hire date.

Credentials Assessment Examination:

• The examination for this position is a Credentials Assessment and is based on your application materials as submitted for this posting. A Credential Assessment is a rating by the Human Resources Office of an applicant’s/employee’s education, experience, and special credentials/qualifications (licenses, etc.). Applicants are required to upload documentation to verify the minimum qualifications for this position has been met.
• Required documentation noted in the posting, such as a driver’s license, licensures, or certifications MUST be uploaded with your application materials.
• After assessment of all qualified applicants has been completed for this position, the names with the top three (3) scores will be referred to the hiring department for interview.

Additional Details:

• Click on Customer Service Representative for more information including salary ranges, typical duties, minimum acceptable qualifications, and testing requirements.
  • Note: Applicants who may assume that they do not meet the exact minimum qualifications are invited to still apply and provide qualifications and speak to how their background and experiences satisfy those requirements.
• Please click on Human Resource Services – Benefits for detailed information about Northern Illinois University’s benefits package.
• Employment is contingent upon your passing a criminal background investigation. You may not begin work until the criminal background investigation results have been received and cleared by Human Resources.

Special Instructions

Resume, Cover Letter and List of Employment References

Quick Link to Applicant
https://employment.niu.edu/postings/76320

Is Background Check Required?
Yes

EEO Statement Summary

In accordance with applicable statutes and regulations, NIU is an equal opportunity employer and does not discriminate on the basis of race, color, national origin, ancestry, sex, religion, age, physical and mental disability, marital status, veteran status, sexual orientation, gender identity, gender expression, political affiliation, or any other factor unrelated to professional qualifications, and will comply with all applicable federal and state statutes, regulations and orders pertaining to nondiscrimination, equal opportunity and affirmative action.

The following person has been designated to handle inquiries regarding the non-discrimination policies:

Ethics and Compliance Officer, Title IX Coordinator
Health Services 230
[email protected]
815-753-5560

Visa Policy

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

ADA Accommodation

NIU remains committed to ensuring that its recruitment and application procedures include full opportunities for applicants with disabilities. Employment opportunities will not be denied to anyone because of the need to make accommodations for a person’s disability during either the application or interview process. An applicant who believes they require an accommodation to participate in the employment process due to a disability may request that accommodation through the Accommodation Request Form. For further assistance, please contact the office of Affirmative Action and Equal Opportunity (AAEO) at [email protected].

Safety Information

NIU provides annual reports on campus security and fire safety.

Read the Annual Safety and Security Report. Contact the Ethics and Compliance Office at 815-753-1649 for a hard copy.

Read the Fire Safety Report. Contact the Department of Environmental Health and Safety at 815-753-0404 for a hard copy.

Position Number: 00000937