Financial Services Client Care Specialist - Financial Services

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Position Title:

Financial Services Client Care Specialist - Financial Services

Job Category:

University Staff

Employment Type:

Regular

Job Profile:

Financial Specialist II

Job Duties:

Attention:

Financial Services in the Division of Finance and Administrative Affairs at the University of Wisconsin-Whitewater seeks a Financial Services Client Care Specialist (Financial Specialist II, FN007).

Summary:

The Financial Specialist is one of four specialists assigned to Student Financial Services, which oversees student billing and payment activities and campus cashiering. These positions complete tasks assigned for rotation within the office. Assignments could include customer communications, counter service, daily cashiering duties, loan processing, collections, refunding, third-party billing, etc. depending on what is needed at the time of the academic and fiscal year. The employee is required to know FERPA guidelines for confidential information, imaging and document storage techniques, appropriate cash handling processes, State and UW System collection requirements, and UW System and campus policies and procedures. This is a University Staff position which reports to the Associate Bursar and works standard customer service hours of 7:45 a.m. – 4:30 p.m.

CONDITIONS OF APPOINTMENT:

University of Wisconsin-Whitewater does not offer H-1B or other work authorization visa sponsorship for this position. Candidates must be legally authorized to work in the United States at the time of hire and maintain work authorization throughout the employment term. If you have questions regarding this, please contact Human Resources. UW-Whitewater is not an e-verify employer, therefore STEM extensions are not options for work authorization.

Key Job Responsibilities:

Customer Service

• •Manage incoming phone calls and communications (email, mail, social media, etc).
• •Follow communication procedures, guidelines, and policies. Ensure FERPA requirements are met before providing confidential and personal information.
• •Actively listen to customers’ concerns, issues, and questions, and resolve to your best ability.
• •Identify, assess, and research customers’ needs, and provide accurate, valid, and complete information.
• •Respond and resolve customer complaints and/or concerns in a professional, positive, and calm manner. Advise customers on the issues discussed, and/or ensure their issues are resolved by another staff member when needed. Follow up with other campus departments or staff when appropriate.
• •Keep accurate records of customer communications and interactions by imaging documents and recording information within WINS and/or Workday.
• •Assist and monitor student employee activities at the window. When needed, work the customer service windows to accept payments and answer questions and/or concerns.
• •Assist with training of student employees.

Cashiering Processes

• •Act as liaison with bank to receive ACH information, and apply funds received to appropriate ledger accounts. Maintain accurate accounting of all transactions and research any ACH discrepancies.
• •Coordinate morning processes and set up for the day.
• •Review GL output reports and follow up on any variances from the prior day’s activities.
• •Process department deposits, ensuring accuracy in accounting codes, sales tax reporting, and tender types. Provide assistance to department staff for policy and procedures for deposits, cut off dates, etc.
• •Receipt transactions and answer questions at customer window.
• •Perform bookkeeping and check writing services for student and faculty organizations on campus. Prepare monthly reports, open and close accounts, work with student organizations to understand and report sales tax on all applicable revenue generating activities. Train faculty advisors and officers on the use of student faculty accounts.
• •Review student refund edit reports, identify discrepancies and issues, and facilitate corrections as needed. Process student refunds.
• •Facilitate the daily cash and revenue balancing process between cash collections, checks and other forms of tender with the register reports. Complete daily balance report checkout form at end of day.
• •Ensure all documents are imaged and match the daily report.
• •Research miscellaneous checks and electronic wires, and perform other troubleshooting tasks within the system and processes.
• •Enter all scholarships received into the scholarships log and route to Financial Aid.
• •Train department staff on appropriate cash handling techniques.
• •Coordinate cash handling audits required with the Financial Services accounting staff to ensure regular review and update.
• •Follow up on change bank staff turnover to ensure accurate information is maintained on custody of funds.
• •Process bank communications, such as NSFs, peer transfer payments, stop payments, voided checks, e-refund bounce backs, stale check payments, etc.

Perkins and Federal Loans

• •Audit and submit all Federal Perkins loan data to ECSI loan servicer system.
• •Maintain updated information in the ECSI system on communications with debtors.
• •Approve accounts for legal action and/or bankruptcy.
• •Monitor and communicate collection agency activity.
• •Maintain promissory note maintenance of the Perkins and Direct Loan programs of the University. Review the service provider records for correct loan amounts, separation dates, addresses, and other financial information .
• •Monitor electronic transmission and processing of records for the Perkins and Federal loan programs. Ensure the processes required for creating and making available promissory notes for signature to students borrowing from the Direct Loans program is functioning.
• •Handle inquiries regarding the access and completion of entrance counseling for the federal loan programs.
• •Monitor account balances and collection efforts. Assign accounts to the Department of Education, when appropriate .

External Organizations and Third-Party Billing

• •For non-governmental third-party billing, collect third party authorizations from students who will have an organization pay for some portion of their education, ensuring that students have given permission to release information to the third party for purposes of billing them.
• •For governmental third-party billing, work with Veteran Services Coordinator, to maintain accurate records of pending benefits.
• •Add a third-party payment contract to the student account to show the pending payment obligation by all external organizations. Adjust contract, when needed, for enrollment, authorization, or benefit changes.
• •Prepare courtesy billing to the third party, and invoice organizations for which the authorization applies based on enrollment.
• •Image third party authorizations and link to student’s account.
• •Review monthly all unpaid obligations and contact third parties that are past due to ensure payment will be made.
• •Monitor and process payments from third party and external organizations.
• •Partner with the Financial Aid Office when invoicing for disbursing aid item types.

Collections

• •Perform collection follow up activities on defaulted accounts and take action to collect outstanding balances.
• •Schedule and direct the processing of all collection and default notices sent to delinquent students 30 to 180 days past due on their accounts.
• •Forward communications from currently enrolled students asking for special consideration to the Bursar for consideration.
• •Complete adjustments and release holds on student accounts as authorized by the Bursar.
• •Work with former students to establish special payment arrangements for those that have not paid their balance before separating from UWW. Confirm these payment arrangements in writing, and follow up on all subsequent payments made.
• •Maintain updated inform