About UMass Amherst
UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate and professional degrees. The University sits on nearly 1,450-acres in the scenic Pioneer Valley of Western Massachusetts and offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region.
Job Summary
This position supports the customer service mission of the Bursar’s office and reports directly to the Clerk V Customer Service Manager. The person in this position works interchangeably between the Collections Area and the Main Office providing customer service as needed.
Essential Functions
- Provide customer service as part of the customer service team. This includes phone, in person and written communications.
- Assist with student billing and loan inquiries.
- Process student payments during peak times.
- Assist with the office scholarship process, including the use of Image Now to store images of scholarship letters and checks.
- Review, approve/decline and process various deferment, cancellation and forbearance requests on student accounts.
- Prepare and record promissory notes for tuition accounts, creating an installment payment plan.
- Assist in resolution on disputed accounts.
- Counsel students in financial responsibilities and obligations.
- Work with the IT department to ensure our website information is up to date and accurate.
- Act as liaison with various on-campus offices such as HR, and UITS and assume the role of administrative resource for staff in the office.
- Act as liaison with Physical Plant and Facilities with regard to issues with department space.
Other Functions
- Perform other duties as assigned.
Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)
- High school diploma or equivalent
- Customer service experience; strong interpersonal skills, including experience working with diverse populations and all levels of a university community.
- Knowledge of general debt collections practices, office practices and procedures.
- Ability to use sound judgement in normal and emergency situations.
- Strong written and oral communication skills.
- Experience working with diverse groups.
Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)
- Knowledge of cash handling procedures.
- Experience with Microsoft Excel.
- Experience working with complex databases.
Physical Demands/Working Conditions
- Typical office environment.
Work Schedule
- Monday – Friday, 8:30am to 5:00pm.
Salary Information
- USA/MTA Non-Exempt Grade 13.
Special Instructions to Applicants
Along with the application, please submit a resume. References will be checked at the finalist stage. Please be prepared to provide contact information for three (3) professional references.
UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, caste, creed, sex, age, marital status, national origin, disability, political belief or affiliation, pregnancy and pregnancy-related condition(s), veteran status, sexual orientation, gender identity and expression, genetic information, natural and protective hairstyle and any other class of individuals protected from discrimination in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University. To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans. It is the policy of UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.