Supervisor, Customer Service

This position will be performed in an office environment with standard working hours, Monday through Friday. Occasional evenings or weekends may be required during peak periods such as registration or the start of each semester.

Outstanding UA benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; UA/ASU/NAU tuition reduction for the employee and qualified family members; retirement plans; access to UA recreation and cultural activities; and more!

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Team Leadership, Training & Supervision

• Manage scheduling, workload distribution, and ensure adequate coverage during peak periods (e.g., school openings, billing due dates).
• Conduct performance evaluations, provide constructive feedback, and foster a positive, professional work environment.
• Develop and lead training sessions on Bursar policies, procedures, and best practices.
• Continuously assess team skills and provide ongoing training to enhance service quality.

Customer Inquiry Resolution & Service Improvement:

• Manage escalated inquiries related to billing discrepancies, payment issues, and financial concerns regarding Bursar accounts.
• Ensure the team delivers accurate, timely, and courteous service to students, parents, and staff.
• Develop and implement strategies to enhance customer satisfaction and reduce response times.
• Clearly communicate policies, procedures, and payment options to students and parents.

Performance Monitoring & Reporting:

• Track team performance and customer interactions through phone metrics, emails, and inquiry resolutions to identify trends and recurring issues.
• Maintain accurate records and generate regular reports on team performance, customer satisfaction, and service metrics for the Bursar.

Process Optimization & Policy Compliance:

• Evaluate customer service workflows to ensure efficiency and compliance with university policies and procedures.
• Recommend process improvements based on feedback from students and staff.
• Stay informed on policy updates, including tuition changes, payment deadlines, and financial aid disbursements, to provide accurate information.

Compliance Audits & Process Evaluation:

• Conduct bi-annual audits of the Bursar's Office and related departments to ensure compliance with university policies, regulations, and industry standards.
• Analyze processes, procedures, and records to identify areas for improvement and ensure adherence to financial regulations.
• Report audit findings to senior management and assist in developing action plans to address identified issues.

Knowledge, Skills, and Abilities (KSAs)

• Leadership and Team Supervision, Proven ability to manage, mentor, and motivate a customer service team, fostering accountability, collaboration, and high performance in a fast-paced environment.
• Effective Communication, Strong verbal and written communication skills to explain complex billing, payment, and financial policies to diverse audiences. And Ability to professionally handle escalated customer inquiries with clarity and diplomacy.
• Problem-Solving and Conflict Resolution, Strong analytical and critical thinking skills to address customer concerns, resolve disputes, and implement process improvements that enhance service efficiency.
• Knowledge of University Financial Systems and Policies, Understanding of university billing procedures, financial aid processes, and compliance standards to provide accurate information and ensure policy adherence.
• Time Management and Organizational Skills, Ability to prioritize tasks, manage multiple responsibilities, and maintain efficiency during high-volume periods. And Strong organizational skills to streamline workflows and improve operational effectiveness.

• Bachelor's degree in Business Administration, Finance, Higher Education, or a related field AND Minimum of 3 years of related work experience, including at least 1 year in a supervisory or leadership role. OR an equivalent combination of education and experience.