Jobs UNIVERSITY OF COLORADO BOULDER

40% Student Account Advising and Account Management

·        Provide professional and compassionate support for complex and escalated student account inquiries, including enrollment analysis, tuition and fee policies, and departmental charge procedures.

·        Educate students and families on student account-related topics such as tuition and fees, payment options, refund processes, College Opportunity Fund (COF), payment plans, billing timelines, due dates,  and petition processes,.

·        Advise students on the financial impact of enrollment changes, helping them make informed decisions.

·        Exercise professional judgement in managing financial holds by evaluating extenuating circumstances, institutional risk, and liability.

·        Collaborate with internal and external partners (e.g., Financial Aid, Scholarship Office, Registrar, Housing, Health and Well-Being, Bookstore) to resolve student account issues effectively.

·        Partner with payment vendors to troubleshoot complex payment issues and ensure optimal solutions for students and families.

·        Recommend and implement improvements to service processes to enhance efficiency and customer experience. 

·        Monitor service channels to ensure adequate coverage with timely, accurate, and empathetic communication.

·        Analyze inquiry trends and escalate unresolved or systemic issues to leadership for resolution.

·        Support student retention by providing financial guidance and planning resources to currently enrolled students.

·        Offer general information and resources related to 1098-T forms and Colorado Promise tax benefits, while clarifying that the Bursar’s Office does not provide tax advice. 

·        Manage exceptions and termination of payment plans using sound professional judgement.

30% Customer Service

·        Foster a welcoming, inclusive, and supportive environment for all students and their families.

·        Serve as a primary point of contact for internal and external constituents, addressing inquiries, concerns, and requests via phone, in-person, and written communication on behalf of the Bursar’s Office. 

·        Deliver responsive, front-facing support to the customers, ensuring a positive and professional customer service experience.

·        Ensure timely and accurate communication of billing, payment, and refund information.

·        Maintain detailed records of customer interactions and update the student information system as appropriate.

·        Empower students and families by educating them on available resources, tools, and processes to promote self-sufficiency.

·        Deliver consistent, high-quality, customer-focused service in every interaction.

·        Coordinate seamless handoffs between departments to ensure continuity of service and resolution of student account issues.

1. 10% Student Financial Services Customer Services Collaboration
2. ·        Partner with the Student Financial Services – Customer Experience team to align service efforts across the Bursar, Financial Aid, and Scholarship offices, ensuring a unified and seamless customer experience within the Student Financial Services (SFS) unit.
3. ·        Collaborate on staffing strategies and scheduling to maintain optimal customer service coverage throughout the Student Financial Services (SFS) unit.
4. · Serve as a Subject Matter Expert (SME) for the Bursar’s Office, contributing specialized knowledge to enhance service. 
5. · Engage in strategic projects and initiatives that promote and strengthen the SFS brand, focusing on customer service excellence and continuous improvement.
6. · Support training efforts for Tier One customer service representatives and student workers to ensure consistent and high-quality service.
7. 10% Documentation and Compliance

·        Ensure adherence to FERPA, Title IV regulations, and institutional policies in all interactions.

·        Maintain accurate and up-to-date documentation of customer service procedures, including desk manuals and operational guidelines.

·        Assist in monitoring service metrics such as response times, satisfaction ratings, and resolution rates.

·        Manage specialized document requests such as international loans, employer tuition reimbursement, and international tax forms with confidentiality.

·        Assist in maintaining and updating student account information resources within web and intranet knowledge bases to ensure accuracy and accessibility.

 10% Special Projects 

The position is also responsible for implementing special projects as required by the Bursar's Office and/or the University.

The University of Colorado offers excellent benefits, including medical, dental, retirement, paid time off, tuition benefit and ECO Pass. The University of Colorado Boulder is one of the largest employers in Boulder County and offers an inspiring higher education environment. Learn more about the University of Colorado Boulder.