The University of Maryland’s Office of Student Financial Services & Cashiering (SFSC) is seeking an Assistant Manager for the Student Service Center. The primary objective of the Office of SFSC encapsulates the billing, collections, refunds, tax information, and general inquiries relating to the financial account of university students and its associates.
Assistant Manager
This position acts as Liaison between SFSC and other departments on and off campus. The incumbent, in conjunction with other departmental management, will coordinate the daily needs of the service center. Duties include supervising the service center staff, maintaining the relevant knowledge base of direct reports, providing training for new employees and ensuring quality of customer service interactions amongst the UMD student body, their authorized financial parties, and external departments.
The Assistant Manager will ensure adequate coverage of all areas of the service center, will resolve customer issues in a timely and professional manner reducing the need for escalations. Write correspondence to customers and monitor the handling of all requests of the incoming correspondence received. Extensive interaction in person, via phone, and email with the student body is required. Write and monitor query reporting to ensure metrics of office are in line, and help identify areas of concern or opportunities for increased service and efficiency. Assist in the completion of yearly staff reviews and other duties as assigned.
Minimum Qualifications Required to Perform Work Assistant Manager
This position acts as Liaison between SFSC and other departments on and off campus. The incumbent, in conjunction with other departmental management, will coordinate the daily needs of the service center. Duties include supervising the service center staff, maintaining the relevant knowledge base of direct reports, providing training for new employees and ensuring quality of customer service interactions amongst the UMD student body, their authorized financial parties, and external departments.
The Assistant Manager will ensure adequate coverage of all areas of the service center, will resolve customer issues in a timely and professional manner reducing the need for escalations. Write correspondence to customers and monitor the handling of all requests of the incoming correspondence received. Extensive interaction in person, via phone, and email with the student body is required. Write and monitor query reporting to ensure metrics of office are in line, and help identify areas of concern or opportunities for increased service and efficiency. Assist in the completion of yearly staff reviews and other duties as assigned.
Minimum Qualifications: Associates degree
Two (2) years of experience in a customer service setting
At least one (1) year of progressively responsible supervisory capacity.
Organizational skills, attention to detail, excellent written and oral communication skills. Analytical skills with the ability to explain both simple and complex financial issues to customers. Ability to work effectively and respectfully with students, staff and faculty from diverse cultures, backgrounds and identity groups. Demonstrated ability to work under pressure and sustain a high level of professionalism. Comfortable with periodic public speaking. Proficiency in Microsoft Office applications.
Preferences: Professional experience in higher education and/or in accounts receivables is preferred.
https://ejobs.umd.edu/postings/94191