Customer Service Lead

Job Summary:

The position requires extensive, diverse, and progressively responsible experience, including direct responsibility for providing and overseeing customer service related to the Bursar’s Office at Denver and Anschutz Medical Campuses to the student body, staff, faculty, and university community. This position also supports the Bursar’s Office and university with outreach to the university community, and office compliance with federal, state, and university regulations and policies.

Key Responsibilities:

Customer Service at Denver Campus and Anschutz Medical Campus

• Serve as a work leader for Customer Service staff, which includes customer service staff and student workers.
• Review and maintain up-to-date policies and procedures related to Customer Service, cashiering, and training.
• CU System Tuition Assistance Benefit (TAB) processing oversight.
• Support oversight as a work leader for all cash management for the Denver campus and Anschutz campus cashier offices.
• Act in place of the Customer Service Manager in their absence.

Outreach

• Provide community engagement for the Bursar office, including new student orientation presentations and advisement of campus departments.
• Act as liaison between the Student Services areas of the Denver/Anschutz campuses to ensure staff is trained to provide accurate and timely information.
• Represent the Bursar’s Office in campus groups and outreach areas/projects.

Charge Petition Processing

• Analyze and resolve submitted bursar charge petitions for late fines, service charges, and course drop fees, interpreting relevant policies, rules, procedures, and guidelines.
• Exercise professional judgment and analytical skills to ensure accurate, timely, and equitable outcomes for each reviewed petition or referred student account.
• Ensure deadlines are met for administering the petition and timely informs the student, with a written notification.
• Processing includes collecting charge petition application forms (via email or OnBase when changed over), processing charge removals into the Student Information System, and effectively communicating with the student, staff, or individual who submitted the request.

Work Location:

Hybrid – this role is eligible for a hybrid schedule of 2-3 days per week on campus and as needed for in-person meetings or during peak times (beginning of semesters). The location for this role is the DENVER CAMPUS.

Why Join Us:

We are seeking an energetic, positive, and forward-thinking individual to join our team. We are a fast-paced, deadline driven, and customer service focused office and are always looking for new ideas. A successful candidate for this position will be willing to be involved in visioning and implementing best practices, all while consistently providing support to our department partners and students. 

The Bursar Office has an exceptional track record when it comes to employee satisfaction. Our team is very diverse and often described as friendly, supportive, and resourceful.

Why work for the University?

We have AMAZING benefits and offer exceptional amounts of holiday, vacation and sick leave! The University of Colorado offers an excellent benefits package including:

• Medical: Multiple plan options
• Dental: Multiple plan options
• Additional Insurance: Disability, Life, Vision
• Retirement 401(a) Plan: Employer contributes 10% of your gross pay
• Paid Time Off: Accruals over the year
• Vacation Days: 22/year (maximum accrual 352 hours)
• Sick Days: 15/year (unlimited maximum accrual)
• Holiday Days: 10/year
• Tuition Benefit: Employees have access to this benefit on all CU campuses
• ECO Pass: Reduced rate RTD Bus and light rail service

The University of Colorado offers a comprehensive benefits package that includes health insurance, life insurance, retirement plans, tuition benefits, ECO pass, paid time off – vacation, sick, and holidays and more. To see what benefits are available, please visit: https://www.cu.edu/employee-services/benefits-wellness .

The University of Colorado offers a comprehensive benefits package that includes health insurance, life insurance, retirement plans, tuition benefits, ECO pass, paid time off – vacation, sick, and holidays and more. To see what benefits are available, please visit: https://www.cu.edu/employee-services/benefits-wellness .

Diversity and Equity:

The University of Colorado Anschutz Medical Campus is committed to recruiting and supporting a diverse student body, faculty and administrative staff. The university strives to promote a culture of inclusiveness, respect, communication and understanding. We encourage applications from women, ethnic minorities, persons with disabilities, persons within the LGBTQ+ community and all veterans. The University of Colorado is committed to diversity and equality in education and employment.

Qualifications:

Minimum Qualifications:

• A bachelor’s degree in business, business administration, finance, accounting, education, social sciences, healthcare administration, public administration, communications, information systems, or a directly related field from an accredited institution.
  • Substitution: A combination of education and related technical/paraprofessional experience may be substituted for the bachelor’s degree on a year for year basis.
• 2-4 years of experience working in bursar, financial aid, scholarships, banking, business administration, finance, accounting, customer service, or other related fields.

Applicants must meet minimum qualifications at the time of hire .

Preferred Qualifications:

• One (1) year of experience leading cashiering or front-line customer service unit
• Experience with process documentation
• Experience providing training in a professional environment.
• One (1) year of experience in higher education

Knowledge, Skills and Abilities:

• Ability to communicate effectively, both in writing and orally.
• Ability to establish and maintain effective working relationships with employees at all levels throughout the institution.
• Outstanding customer service skills.
• Demonstrated commitment and leadership ability to advance diversity and inclusion.
• Ability to analyze, plan, organize, and meet deadlines while working under pressure.
• Demonstrates conscientiousness and initiative.
• Excellent reading, technical writing, and critical reasoning skills.
• Ability and willingness to learn new and complex systems.
• Solid foundation in MS Office software.
• Ability to problem solve and think outside the box.

How to Apply:

For full consideration, please submit the following document(s):

Questions should be directed to: [email protected]

Screening of Applications Begins:

Applications will be accepted until finalists are identified, but preference will be given to complete applications received by May 1, 2024. Those who do not apply by this date may or may not be considered.

Anticipated Pay Range:

The starting salary range (or hiring range) for this position has been established as

$58,244 - $74,086

The above salary range (or hiring range ) represents the University’s good faith and reasonable estimate of the range of possible compensation at the time of posting. This position may be eligible for overtime compensation, depending on the level.

Your total compensation goes beyond the number on your paycheck. The University of Colorado provides generous leave, health plans and retirement contributions that add to your bottom line.

Total Compensation Calculator: http://www.cu.edu/node/153125

ADA Statement:

The University will provide reasonable accommodations to applicants with disabilities throughout the employment application process. To request an accommodation pursuant to the Americans with Disabilities Act, please contact the Human Resources ADA Coordinator at [email protected] ​.

Background Check Statement:

The University of Colorado Anschutz Medical Campus is dedicated to ensuring a safe and secure environment for our faculty, staff, students and visitors. To assist in achieving that goal, we conduct background investigations for all prospective employees.

Vaccination Statement:

CU Anschutz strongly encourages vaccination against the COVID-19 virus and other vaccine preventable diseases . If you work, visit, or volunteer in healthcare facilities or clinics operated by our affiliated hospital or clinical partners or by CU Anschutz, you will be required to comply with the vaccination and medical surveillance policies of the facilities or clinics where you work, visit, or volunteer, respectively. In addition, if you work in certain research areas or perform certain safety sensitive job duties, you must enroll in the occupational health medical surveillance program .