Manager of Customer Service

Georgetown University comprises two unique campuses in the nation’s capital. With the Hilltop Campus located in the heart of the historic Georgetown neighborhood, and the Capitol Campus, just minutes from the U.S. Capitol and U.S. Supreme Court, Georgetown University offers rigorous academic programs, a global perspective, and unparalleled opportunities to engage with Washington, D.C. Our community is a close-knit group of remarkable individuals driven by intellectual inquiry, a commitment to social justice, and a shared dedication to making a difference in the world.

Requirements

Job Overview

The Manager of Customer Service is responsible for all the critical functions related to provision of front-line customer service in the Customer Account Services division of the department of Revenue and Receivables. Additional duties include, but are not limited to:

• Supervision and oversight of a team of three Information Specialists, performing the functions of:

• Provision of account-related customer service to Georgetown students, parents, and other customers

• Processing of student and non-student payments made by paper check or cash

• Implementation of the departmental communications plan

• Distribution of checks to university staff and vendors

• Refund request review and refund payment authorization and generation for all students

• Supporting the Cashiering Unit and other Customer Account Services functions

• Supporting other Revenue and Receivables managers and functions

Work Interactions

The Manager of Customer Service reports to the Associate Director for Customer Account Services and supervises three Information Specialists. The Manager critically supports the efforts of the Student and Systems divisions of the Revenue and Receivables department, making sure those units are properly appraised of all customer feedback, trends, and anomalies, so as to inform the improvement of the department’s back-office processing and systems development and maintenance. The Manager works extremely closely with the Registration team in the University Registrar’s office and the counselors in Student Financial Services (Financial Aid). Finally, the Manager works with personnel in student affairs and various other student services departments across the various schools of the university to facilitate optimal service to and communication with students regarding account-related matters.

Requirements and Qualifications

Required

• Bachelor’s degree

• Experience in a finance, accounting, or business operation

• Excellent oral and written communication skills

Preferred

• Advanced degree

• Experience in a higher education environment

• Experience with the Banner student record system

Work Mode Designation

This position has been designated as Hybrid . Please note that work mode designations are regularly reviewed in order to meet the evolving needs of the University. Such review may necessitate a change to a position’s mode of work designation. Complete details about Georgetown University’s mode of work designations for staff positions can be found on the Department of Human Resources website: https://hr.georgetown.edu/mode-of-work-designation .

Pay Range:

The projected salary or hourly pay range for this position which represents the full range of anticipated compensation is:

$47,586.00 - $87,558.13

Compensation is determined by a number of factors including, but not limited to, the candidate’s individual qualifications, experience, education, skills, and certifications, as well as the University’s business needs and external factors.

Current Georgetown Employees:

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Submission Guidelines:

Please note that in order to be considered an applicant for any position at Georgetown University you must submit a resume for each position of interest for which you believe you are qualified. Documents are not kept on file for future positions.

Need Assistance:

If you are a qualified individual with a disability and need a reasonable accommodation for any part of the application and hiring process, please click here (http://ideaa.georgetown.edu/ada) for more information, or contact the Office of Institutional Diversity, Equity, and Affirmative Action (IDEAA) at 202-687-4798 or ideaa@georgetown.edu.

Need some assistance with the application process? Please call 202-687-2500. For more information about the suite of benefits, professional development and community involvement opportunities that make up Georgetown's commitment to its employees, please visit the Georgetown Works website (https://georgetownworks.georgetown.edu/) .

EEO Statement:

GU is an Equal Opportunity Employer (https://policymanual.hr.georgetown.edu/200-hiring-and-employment/201-equal-employment-opportunity-affirmative-action/) . All qualified applicants are encouraged to apply, and will receive consideration for employment without regard to age, citizenship, color, disability, family responsibilities, gender identity and expression, genetic information, marital status, matriculation, national origin, race, religion, personal appearance, political affiliation, sex, sexual orientation, veteran status, or any other characteristic protected by law (https://georgetown.box.com/s/jkc3kxwrf56e1n2km0jh1vj09fvanw70) .

Benefits:

Georgetown University offers a comprehensive and competitive benefit package that includes medical, dental, vision, disability and life insurance, retirement savings, tuition assistance, work-life balance benefits, employee discounts and an array of voluntary insurance options. You can learn more about benefits and eligibility on the Department of Human Resources website (https://benefits.georgetown.edu/staff/enrolling/) .