Student Billing Customer Service Associate

Student Billing Customer Service Associate

Posted : 02 / 11 / 2022 Shift :

Monday - Friday Work schedule includes closing 1-2 evenings per week

Flexible day / evening hours based upon the needs of the college

Location :

Lakeshore Technical College Cleveland, Wisconsin

Position Overview :

This position performs registration duties, provides customer service to internal and external customers, and assists Student Billing.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Job Responsibilities :

60%) Operator / Receptionist

Receive / extend all incoming calls. Monitor and distribute incoming messages from voicemail.

Update the internal campus telephone directories.

Assist, record, and enter temporary parking registration information.

Assist and coordinate communication among police / security, nurses, technical staff, maintenance staff, and cleaning contractors.

Serve as communications hub for severe weather and other emergencies. Provide switchboard training to others.

30%) Customer Service Associate

Customer Contact / Student-Centered Operations*

Provide superior customer service to enrolled, prospective, and internal customers using a combination of technical and social skills, empathy, and the ability to fully engage and satisfy the customer.

Inform and direct customers as needed.

Work cooperatively in each functional area and refer students as needed.

Process payments over the phone via debit / credit cards, Visa, or MasterCard. Cash handling responsibilities required.

Provide callers with information regarding registration hours, openings, and dates and times classes are offered.

Registration / Payments*

Register students; assist / troubleshoot throughout all the stages of the registration process (traditional and online) including communicating with divisions and departments as needed.

Stay current with class / seminar changes.

Student Financials*

Process payments for students and for organizations. Verify account balances in accordance with Student Financials.

Process State Debt Collection (SDC) payments along with verification of student accounts in PeopleSoft to SDC.

Third party invoice uploads to ImageNow for payment processing.

Back up for weekly student refunding process.

Scanning of documents to ImageNow for student and third party paid invoices.

Primary contact for Standard Operating Procedures (SOP) creation and documentation of Student Billing and Registration processes-Bridge uploads.

Uncashed checks primary contact.

Records / Transcripts*

Keep PeopleSoft customer address database updated and process returned mail.

Schedule Appointments*

Schedule appointments using appointment guidelines and calendaring for academic advisors and counselor.

Inform and direct enrolled and prospective customers as needed.

10%) Wisconsin TechConnect Assistant

Monitor, approve, and troubleshoot work ques in WI TechConnect / Handshake.

Supervisory Responsibilities :

None

Qualifications :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and / or Experience :

High school diploma or equivalent and related associate degree or equivalent with two to three years recent related occupational experience within an office environment required.

Certificates, Licenses, Registration :

None

Other Skills and Abilities :

Positive human relations skills; strong oral and written communications skills; self-starter and assertive.

Working knowledge of Microsoft Word and Excel.

Knowledge and use of PeopleSoft software desired.

Ability to multi-task; organization, prioritization, follow through, and problem solving skills are essential.

Ability to work independently, shift priorities quickly and work with flexibility.

Function with initiative, flexibility, and creativity in a fast-paced environment; apply appropriate protocols; and work with high-volume demands.

Other required skills include exemplary customer service, attention to detail, telephone techniques, human relations, typing, data entry, proofreading, and standard math computations.

Exemplify college values in all staff and student interactions, as well as services delivered.

Ability to establish and maintain effective working relationships and relate successfully with staff, students, and people of diverse cultural, social, or educational backgrounds.

Fluent, bilingual individual is beneficial.