LIBRARY ACCOUNT SERVICES SUPERVISOR

As a UW employee, you have a unique opportunity to change lives on our campuses, in our state and around the world. UW employees offer their boundless energy, creative problem solving skills and dedication to build stronger minds and a healthier world.

UW faculty and staff also enjoy outstanding benefits, professional growth opportunities and unique resources in an environment noted for diversity, intellectual excitement, artistic pursuits and natural beauty. 

The UW Libraries is one of the largest and most innovative libraries in North America with extensive collections in print, electronic, and other formats. Providing services to three campuses, the UW Libraries also plays a significant leadership role regionally and throughout the profession. The UW Libraries is recognized for its excellent service, innovative learning and research spaces, collaborative approaches, extensive assessment efforts and diverse award-winning staff.

The UW Libraries has an outstanding opportunity for a Library Account Services Supervisor.

Under the direction of the Head, Central Circulation Services, the position manages the Library Account Services unit responsible for providing empathetic customer service to library users in addition to being responsible for banking and accounting functions relating to payments, collections and receivables of approximately $350,000. The position also manages the integrated library system module responsible for user services. The position supervises 2 FTE staff and 2 - 5 student employees.

RESPONSIBILITIES:

Supervision

• Plans, directs and monitors activities of the unit.
• Responsible for managing classified staff and student assistants.  Establishes training programs.
• Establishes work schedules, sets priorities, and monitors quality of work and workflow. Ensures that deadlines are met.
• Assists the Head in planning and evaluating Library Account Services activities. Assists in establishing systemwide fulfillment policies and procedures as related to Library Account Services functions. Handles non-routine correspondence and requests for borrowing privileges. Recommends policies directly affecting services offered by the office.

Fiscal

• Devises and implements procedures for accounting and record keeping systems according to University and Library policy.
• Oversees the financial functions of the fulfillment/circulation system, taking appropriate action to correct problems and/or initiates changes.
• Coordinates policies and procedures with the library units and University Departments (Internal Auditor, Office of the Registrar, Accounting Operations, Student Fiscal Services, etc.).
• Reconciles budgets using appropriate Libraries & UW tools.

System Management

• Monitors the daily loading of patron records and troubleshoots problems in UW Libraries’ integrated library system. Responsible for the User Management functions in the system..
• Oversees regulation of library system permissions, and maintains confidentiality forms for the entirety of the Libraries.

Customer Service & Communication

• Maintains a climate of high quality, responsive, and empathetic public service, while working within State, University, and Library guidelines.
• Responds to questions from patrons and staff regarding library accounts and fines/fees.
• Coordinates the placement of sanctions on borrowers, including revocation of borrowing privileges and referral to a collection agency.
• Negotiates with patrons to settle debts.
• Handles patron complaints, inquiries and requests for exception to policies.
• Interprets policies and procedures for patrons, Libraries and University staff.
• Develops and maintains documentation and training manuals.  Incorporates new policies and procedures into instruction for student and Libraries staff.  Develops and maintains departmental and libraries web pages.

General
• Participates on committees, work groups, and task forces outside the unit.
• Maintains statistics on activities of the unit and prepares reports.
• Troubleshoots hardware, software, and network problems in the unit in collaboration with Information Technology Services. Works with unit in preparing for new hardware installations.
• Communicates appropriately, effectively and positively. Plays an active role in staying informed and participating in Libraries and unit meetings, activities and events.
• Perform special projects and other duties as required.                              

MINIMUM REQUIREMENTS:

• High school graduation or equivalent AND three years of applicable experience in the program specialty consisting of library circulation or account management, accounting or bookkeeping, and/or collections.

ADDITIONAL REQUIREMENTS:

• One year of experience in bookkeeping or accounting, supervision and office management.
• One year of experience in customer service.
• Proven organizational skills and ability to handle shifting priorities and multiple tasks;
• Demonstrated ability to clearly explain complex services and policies in person, over the phone and in written correspondence.
• Demonstrated training experience.
• Demonstrated experience with Microsoft Word, Excel and Access.
• Demonstrated commitment to promote equitable access and service to a diverse community.

DESIRED:

• Experience in a library setting and experience with an integrated library system.
• Experience with web editing software

Application Process:
The application process for UW positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process.  These assessments may include Work Authorization, Cover Letter and/or others.  Any assessments that you need to complete will appear on your screen as soon as you select “Apply to this position”. Once you begin an assessment, it must be completed at that time; if you do not complete the assessment you will be prompted to do so the next time you access your “My Jobs” page. If you select to take it later, it will appear on your "My Jobs" page to take when you are ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.