Sr. Customer Service Representative

Updated: about 2 months ago
Location: Cambridge, MASSACHUSETTS

Harvard's Financial Administration Department (FAD) is responsible for the stewardship of the University's finances, including related business processes and technology. FAD is dedicated to supporting the teaching and research mission of the University by providing outstanding financial services to the Harvard community; by providing support, guidance and consultation; by working to ensure compliance with University and federal guidelines; by mitigating risk; and by promoting the financial health of the University.
The Office of the Controller (OC) within Harvard University's Financial Administration Department is dedicated to supporting the teaching, research, and service missions of the Harvard community by providing efficient and effective financial and administrative services, by enabling access to information and resources, and by promoting the financial health and security of each unit and of the University as a whole.
Reporting to the Manager of Student and Loan Receivables, the Senior Customer Service Specialist (CSS) provides support to students and families for Student Accounts by responding efficiently and appropriately to all customer questions and requests as related to the student account. As a member of the Customer Service Team, the CSS works collaboratively to prioritize and distribute work, review policy and processes, and to develop training and other strategies to improve team effectiveness.
Specific duties and responsibilities include:
  • Responsible for answering phone calls, emails, and letters.
  • Assists walk-in customers.
  • Accurately processes payments and other transactions to the student account and balances daily.
  • Responsible for collecting past due student account balances.
  • Understand and effectively communicate current Harvard financial policy to both internal and external customers on a wide range of topics including taxes, refunds, methods of payment, banking, financial holds, and clearance.
  • Maintains the security of all student account information.
  • Other duties as required.

Please provide a cover letter with your application and upload as one document.
Please note:

  • Harvard University requires pre-employment reference and background screening.
  • We are unable to provide work authorization and/or visa sponsorship.
  • This position has a 90-day orientation and review period.

More about FAD:
FAD is committed to an engaging and diverse culture, strong values, and client partnership. The department is led by the Vice President for Finance (VPF), is comprised of eight reporting units:

  • Office of the Controller
  • Office of Finance and Administration
  • Office of Financial Strategy and Planning
  • Office for Sponsored Programs
  • Office of Treasury Management
  • Risk Management and Audit Services
  • Strategic Procurement
  • Capital Planning and Project Services

For more about the Financial Administration Department and its 8 reporting units, see: http://finance.harvard.ed u
Diversity, Inclusion & Belonging:
Harvard's commitment to Diversity, Inclusion and Belonging is rooted in our belief in drawing on the widest possible pool of talent to unify excellence and diversity. Our community strives to uphold these beliefs by honoring the rights, differences, and dignity of others and embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values. Harvard aims to foster a campus culture where everyone can thrive, a key to which is ensuring that we each experience a sense of inclusion and belonging.
Total Rewards:
Harvard's Total Rewards Program is designed to attract, retain, and reward the performance of talented employees. As a Harvard staff member, you enjoy many perks that come with working for one of the top employers in Massachusetts, including:
Flexible work environment: FAD supports flexible work arrangements where business needs allow.
Time off: 3 - 4 weeks paid vacation, paid holiday break, 12 paid sick days, 12.5 paid holidays, and 3 paid personal days per year.
Medical/Dental/Vision: We offer a variety of excellent medical plans, dental & vision plans.
Retirement: University-funded retirement plan with full vesting after 3 years of service.
Tuition Assistance Program (TAP): $40 per class at the Harvard Extension School and discounted options through participating Harvard grad schools.
Harvard University Employees Credit Union: Our employees credit union provides a complete line of services for all your financial needs.
Transportation: 50% discounted MBTA pass as well as additional options to assist employees in their daily commute.
Wellness options: A variety of programs and classes at little or no cost, including stress management, massages, nutrition, meditation, and complimentary health services.
Access to athletic facilities, libraries, campus events and many discounts throughout metro Boston.
Learn more:
Harvard University IT plays an important role in supporting Harvard's commitment by seeking to create, procure and deploy technologies that are accessible to all, including and especially those who live with disability. Harvard welcomes individuals with disabilities to apply for positions and participate in its programs and activities. If you would like to request accommodations or have questions about the physical access provided, please contact our University Disability Resources Department.

Salary Grade: 053
Union: 55 - Hvd Union Cler & Tech Workers

Basic Qualifications are the minimum threshold a candidate must meet in order to be considered for this role.
  • 2+ years of customer service experience
  • Experience with Microsoft Office is required (Excel, Word, and Outlook)

The following Additional Qualifications are strongly preferred. If you meet some, but not all, you are still encouraged to apply; we value employees with a willingness to learn.
  • College degree and experience in a service organization is strongly preferred.
  • University experience and knowledge of PeopleSoft and Campus Solutions a plus.
  • Understanding of basic accounting.
  • Excellent verbal and written communication skills, analytical skills, and judgement.
  • Self-motivated, with the ability to work both independently and as a collaborative team member.
  • Adaptable to change and willingness to learn.
  • Energetic, enthusiastic, and diplomatic in a fast-paced work environment.
  • Ability to effectively manage competing priorities and multiple tasks, take initiative, and troubleshoot.
  • Detail and deadline oriented.
  • Strong commitment to delivery of quality customer service.
  • Ability to remain calm in stressful situations.

EQUAL OPPORTUNITY EMPLOYER: We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Internal Number: 55146BR
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