What are the responsibilities and job description for the Student Service Coordinator, Student Financial Services position at University of Chicago?
Department
CSL Bursar: Customer Service
About The Department
The University of Chicago is one of the nation’s leading institutions of higher education and research. Campus and Student Life (CSL) is a division comprised of 20 departments that serve the University’s 7,000 undergraduate and 10,000 graduate and professional school students, as well as the campus community more broadly. CSL is importantly charged with the dual task of supporting all students in the University and managing multiple campus departments and services that serve the entire campus community. CSL’s programs and services focus on supporting student academic success, providing opportunities for personal growth and leadership development, developing community and engagement through the residential housing and dining program, and in areas such as artistic expression, community service, spiritual exploration, and athletic competition.
The University of Chicago is in the Hyde Park/South Kenwood neighborhood, a racially and economically diverse residential community of 43,000 people on the shores of Lake Michigan, about fifteen minutes south of downtown Chicago.
Campus and Student Life (CSL) provides programs and services to all members of the University of Chicago community in all aspects of life outside the classroom, through enriching the lives of our students, staff and faculty members and contributing to a vibrant, collaborative, and diverse campus community that inspires excellence. CSL comprises 20 offices, which house, feed, support, counsel, and provide engagement opportunities for our students and University community members. CSL has a talented team of more than 350 staff members, all of whom are dedicated to ensuring that members of our university community, particularly our students, are poised for academic, personal and professional success.
Job Summary
The Student Service Coordinator, reporting to the Associate Director of Service and Receivables, plays a vital role in providing outstanding customer service for students, alumni and third parties across all University of Chicago programs. This position serves as the primary contact for student and alumni inquiries, delivering solutions with expertise and ensuring a seamless service experience. The coordinator is responsible for coordinating comprehensive service through multiple service channels, proactively identifying customer needs and addressing inquiries and escalations with a holistic resolution-oriented mindset and well-informed professional judgment in a high-volume environment. This role also contributes to departmental objectives through proactive outreach campaigns, event participation, and continuous improvement of service operations to effectively handle over 20,000 annual inquiries.
Responsibilities
Minimum Qualifications
Minimum requirements include vocational training, apprenticeships or the equivalent experience in related field (not typically required to have a four-year degree).
Work Experience
Minimum requirements include knowledge and skills developed through 5-7 years of work experience in a related job discipline.
Certifications
Preferred Qualifications
Experience
Job Family
Administration & Management
Role Impact
Individual Contributor
Scheduled Weekly Hours
37.5
Drug Test Required
No
Health Screen Required
No
Motor Vehicle Record Inquiry Required
No
Pay Rate Type
Hourly
FLSA Status
Non-Exempt
Pay Range
$25.00 - $30.00
The included pay rate or range represents the University’s good faith estimate of the possible compensation offer for this role at the time of posting.
Benefits Eligible
Yes
The University of Chicago offers a wide range of benefits programs and resources for eligible employees, including health, retirement, and paid time off. Information about the benefit offerings can be found in the Benefits Guidebook.
Posting Statement
The University of Chicago is an Affirmative Action/Equal Opportunity/Disabled/Veterans and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender, gender identity, national or ethnic origin, age, status as an individual with a disability, military or veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.
Staff Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via Applicant Inquiry Form.
We seek a diverse pool of applicants who wish to join an academic community that places the highest value on rigorous inquiry and encourages a diversity of perspectives, experiences, groups of individuals, and ideas to inform and stimulate intellectual challenge, engagement, and exchange.
All offers of employment are contingent upon a background check that includes a review of conviction history. A conviction does not automatically preclude University employment. Rather, the University considers conviction information on a case-by-case basis and assesses the nature of the offense, the circumstances surrounding it, the proximity in time of the conviction, and its relevance to the position.
The University of Chicago's Annual Security & Fire Safety Report (Report) provides information about University offices and programs that provide safety support, crime and fire statistics, emergency response and communications plans, and other policies and information. The Report can be accessed online at: http://securityreport.uchicago.edu. Paper copies of the Report are available, upon request, from the University of Chicago Police Department, 850 E. 61st Street, Chicago, IL 60637.
CSL Bursar: Customer Service
About The Department
The University of Chicago is one of the nation’s leading institutions of higher education and research. Campus and Student Life (CSL) is a division comprised of 20 departments that serve the University’s 7,000 undergraduate and 10,000 graduate and professional school students, as well as the campus community more broadly. CSL is importantly charged with the dual task of supporting all students in the University and managing multiple campus departments and services that serve the entire campus community. CSL’s programs and services focus on supporting student academic success, providing opportunities for personal growth and leadership development, developing community and engagement through the residential housing and dining program, and in areas such as artistic expression, community service, spiritual exploration, and athletic competition.
The University of Chicago is in the Hyde Park/South Kenwood neighborhood, a racially and economically diverse residential community of 43,000 people on the shores of Lake Michigan, about fifteen minutes south of downtown Chicago.
Campus and Student Life (CSL) provides programs and services to all members of the University of Chicago community in all aspects of life outside the classroom, through enriching the lives of our students, staff and faculty members and contributing to a vibrant, collaborative, and diverse campus community that inspires excellence. CSL comprises 20 offices, which house, feed, support, counsel, and provide engagement opportunities for our students and University community members. CSL has a talented team of more than 350 staff members, all of whom are dedicated to ensuring that members of our university community, particularly our students, are poised for academic, personal and professional success.
Job Summary
The Student Service Coordinator, reporting to the Associate Director of Service and Receivables, plays a vital role in providing outstanding customer service for students, alumni and third parties across all University of Chicago programs. This position serves as the primary contact for student and alumni inquiries, delivering solutions with expertise and ensuring a seamless service experience. The coordinator is responsible for coordinating comprehensive service through multiple service channels, proactively identifying customer needs and addressing inquiries and escalations with a holistic resolution-oriented mindset and well-informed professional judgment in a high-volume environment. This role also contributes to departmental objectives through proactive outreach campaigns, event participation, and continuous improvement of service operations to effectively handle over 20,000 annual inquiries.
Responsibilities
- Coordinate Comprehensive Customer Service:
- Facilitate Holistic Inquiry Resolution: Conduct thorough reviews of student accounts, clearly communicating resolution steps and pertinent information.
- Execute professional judgement: Apply professional judgement in determining actions, including referrals, escalations and special circumstances. (e.g. waivers and hold removals).
- Manage Inbound Inquiries: Address and resolve inbound inquiries across all service channels, ensuring timely resolution and customer satisfaction. Service channels include phones and those received through the Customer Service Module, Service Now (Email, Chat, other platforms, etc.). Maintain service level agreement (SLA) standards between the student, our office, and other departments while providing holistic resolution and customer satisfaction.
- Execute Outbound Communications: Assist in managing outbound communication campaigns related to student’s accounts, providing proactive updates to enhance the student experience.
- Manage Specialized Area of Focus: Coordinate expert guidance and oversight in supporting the student experience in the following specialized areas of focus: Emergency Assistance Programs, Student Account Hold Appeals, Withdrawal and Leave of Absence. Financial Wellness Programs, Account Balance Resolution Specialist.
- Manage Escalations: Monitor Service Now dashboards for potential escalations, handle assigned escalations and track aging inquiries, related and reopened cases to provide and develop timely resolutions.
- Analyze Service Trends: Review inquiry data regularly to identify trends and recommend improvements to service processes.
- Support Financial Literacy Outreach and Education: Assist with educational programming including events, and development of online programming including virtual programming, webinars, and videos. Recommend enhancements for financial literacy resources on the Bursar website and corresponding social media outlets.
- Contribute to Customer Service Module Enhancements: Provide recommendations on Service Now, Knowledge base and Virtual Chat/Advisor tools and communications, including Quick Messages and Dashboards to improve work and improve service interactions.
- Support Department Goals:
- Policy Development: Identify opportunities for policy and process improvements to better align with customer service objectives while enhancing the customer experience.
- Professional and Leadership Development: Participate in ongoing professional development opportunities, trainings, conferences, webinars and meetings to stay current with practices and policies.
- Perform Other Duties as Assigned: Undertake additional projects or responsibilities as needed to support the overall success of the unit.
- Supports the delivery of services to program participants and/or beneficiaries.
- Coordinates quality assurance reviews and recommends changes as appropriate.
- Performs other related work as needed.
Minimum Qualifications
Minimum requirements include vocational training, apprenticeships or the equivalent experience in related field (not typically required to have a four-year degree).
Work Experience
Minimum requirements include knowledge and skills developed through 5-7 years of work experience in a related job discipline.
Certifications
Preferred Qualifications
Experience
- Five to seven years relevant student financials/customer service experience.
- Experience within higher education a plus.
- Knowledge of Windows applications, including Word and Excel is a plus.
- Knowledge of computer system capabilities, business processes and workflow and spreadsheet analysis a plus.
- Zoom, Service Now and Teams are utilized frequently.
- Excellent communication skills, both written and verbal, to our customer and within the department. The ability to communicate effectively to deliver functional and technical resources to individuals of varying systems expertise.
- Analyze and apply professional judgement for customer resolution.
- Manage a diverse and challenging workload, difficult interactions, and the highest level of customer service.
- Client confidentiality and adherence to pertinent confidentiality regulations is of the utmost importance.
- Excellent customer service skills in dealing with our clientele.
- Ability to stay focused independently while working in a remote environment.
- Must enjoy dealing with the public.
- Extensive computer keyboard use.
- Occasional evening and weekend hours may be required during peak service periods.
- Resume/CV (required)
- Cover Letter (preferred)
Job Family
Administration & Management
Role Impact
Individual Contributor
Scheduled Weekly Hours
37.5
Drug Test Required
No
Health Screen Required
No
Motor Vehicle Record Inquiry Required
No
Pay Rate Type
Hourly
FLSA Status
Non-Exempt
Pay Range
$25.00 - $30.00
The included pay rate or range represents the University’s good faith estimate of the possible compensation offer for this role at the time of posting.
Benefits Eligible
Yes
The University of Chicago offers a wide range of benefits programs and resources for eligible employees, including health, retirement, and paid time off. Information about the benefit offerings can be found in the Benefits Guidebook.
Posting Statement
The University of Chicago is an Affirmative Action/Equal Opportunity/Disabled/Veterans and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender, gender identity, national or ethnic origin, age, status as an individual with a disability, military or veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.
Staff Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via Applicant Inquiry Form.
We seek a diverse pool of applicants who wish to join an academic community that places the highest value on rigorous inquiry and encourages a diversity of perspectives, experiences, groups of individuals, and ideas to inform and stimulate intellectual challenge, engagement, and exchange.
All offers of employment are contingent upon a background check that includes a review of conviction history. A conviction does not automatically preclude University employment. Rather, the University considers conviction information on a case-by-case basis and assesses the nature of the offense, the circumstances surrounding it, the proximity in time of the conviction, and its relevance to the position.
The University of Chicago's Annual Security & Fire Safety Report (Report) provides information about University offices and programs that provide safety support, crime and fire statistics, emergency response and communications plans, and other policies and information. The Report can be accessed online at: http://securityreport.uchicago.edu. Paper copies of the Report are available, upon request, from the University of Chicago Police Department, 850 E. 61st Street, Chicago, IL 60637.
Salary : $25 - $30
