Customer Service Representative

BURSAR OFFICE (IN-BURS-IUINA)

The Office of the Bursar and Financial Services provides bursar services, financial services and financial systems support for the Indianapolis, Columbus and Fort Wayne campuses of Indiana University. It is our mission to provide timely financial information and to ensure fiscal responsibility with a steadfast commitment to comprehensive, solution-driven customer service in support of the University's mission and continued growth of the campus.  Our responsibilities include management of all student accounts, the bursar call center, student fees, billing and refunds.  We also support billing and payments related to corporate and governmental student sponsorships, student financial systems technical support and are the primary provider of banking, nonstudent client receivables billing and payment services for the campus. 

Department-Specific Responsibilities

• Functions as a primary point of contact for the Bursar Office.  
• Monitors the bursar reception area and front desk, receiving guests and facilitating secure entrance into the bursar office, when appropriate. The office is a "secured" environment and visitors are required to have an escort.
• Assist employees who are picking up payroll paychecks and pay cards.  May provide basic instructions to employees on how to set up direct deposit for payroll in the Employee Center.
• Receives and distributes incoming and outgoing mail, including folding and mailing outgoing checks and properly handling any returned mail.
• Mails payroll checks to employees after receiving confirmation from the payroll office.  Monitors and notifies the payroll office when student work study checks have not been picked up after 21 days of issuance.
• Mails stale-dated checks to the University Controller's Office Customer Service.
• Assists with document management activities.  The bursar office uses an online document management system for files storage and the customer service representative will assist in uploading paper and digital documents into the online database.
• Assists with accounting, payroll and student support services as needed.  This could include folding and mailing travel, supplier (Buy.IU), and bursar refund checks, ordering and maintaining office supplies and other tasks as needed.

General Responsibilities 

• Provides excellent customer service by greeting and assisting customers, and responding to customer inquiries and complaints regarding the organization's products or services.
• Resolves employee questions and problems accurately by researching policies and programs; providing answers to questions and resolutions to problems.
• Builds and maintains business relationships with a variety of customers, including current and prospective students, parents, employees and dependents, departmental representatives, and other stakeholders, to promote customer loyalty and provide information about university programs and services.
• Redirects moderately complex questions and issues to higher-level appointed staff and/or leaders.
• Ensures timely and accurate processing of information consistent with university policies. Updates and maintains basic information into databases.
• Maintains high standards of confidentiality of all records and documents.

Combinations of related education and experience may be considered. Education beyond the minimum required may be substituted for work experience. Work experience beyond the minimum required may be substituted for education.  

EDUCATION

Required

• High school diploma or equivalent (such as HSED or GED). 

SKILLS

Required

• Proficient communication skills.
• Maintains a high degree of professionalism.
• Demonstrated time management and priority setting skills.
• Demonstrates a high commitment to quality.
• Demonstrated customer service skills.
• Ability to build strong customer relationships.
• Friendly and service-oriented.
• Strong verbal communication and listening skills.
• Demonstrated problem solving skills.
• Effective interpersonal skills.

This role requires the ability to effectively communicate and to operate a computer and other standard office productivity equipment. The position involves sedentary work as well as periods of time moving around an office environment and the campus. The person in this role must be able to perform the essential functions with or without an accommodation.

986 Indiana Avenue

Bryce Building Suite B110

Indianapolis, Indiana

For full-time staff employees, Indiana University offers a wide array of benefits including:

• Multiple plan options for medical insurance
• Dental insurance
• Health Savings Account with generous IU contribution
• Life insurance, LTD, and AD&D options
• Base retirement plan contribution from IU, subject to vesting
• Additional supplemental retirement plan options
• Tuition benefit for IU classes
• 10 paid holidays per year
• Generous Paid Time Off
• Paid Parental Leave
• Employee Assistance Program (EAP)

Learn more about our benefits by reviewing our online Benefits Brochure .

Career Level: Foundational

FLSA: Nonexempt

Job Function: General Administration

Job Family: Customer Service

Click here to learn more about Indiana University's Job Framework.

This posting is scheduled to close at 11:59 pm EST on the advertised Close Date. This posting may be closed at any time at the discretion of the University, but will remain open for a minimum of 5 business days. To guarantee full consideration, please submit your application within 5 business days of the Posted Date.

If you wish to include a cover letter, you may include it with your resume when uploading attachments.

Indiana University is an equal employment and affirmative action employer and a provider of ADA services. All qualified applicants will receive consideration for employment based on individual qualifications. Indiana University prohibits discrimination based on age, ethnicity, color, race, religion, sex, sexual orientation, gender identity or expression, genetic information, marital status, national origin, disability status or protected veteran status. Indiana University does not discriminate on the basis of sex in its educational programs and activities, including employment and admission, as required by Title IX. Questions or complaints regarding Title IX may be referred to the U.S. Department of Education Office for Civil Rights or the university Title IX Coordinator. See Indiana University’s Notice of Non-Discrimination here which includes contact information .

The Annual Security and Fire Safety Report, containing policy statements, crime and fire statistics for all Indiana University campuses, is available online . You may also request a physical copy by emailing IU Public Safety at [email protected] or by visiting IUPD.

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Telephone: 812-856-1234