Customer Service Supervisor

Job Title:
Customer Service Supervisor

Full or Part Time:
Full
time

Hours:
40

Exempt:
Yes

Supervisory Org:
Campus Financial Services Center
(PM)

Job Description:

JOB SUMMARY: Manage daily operations of the Campus Financial Services Center (CFSC) and
University cash management.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Development of communication plans regarding the CFSC
  and Scholarships & Financial Aid policies.
• Provide information to students and parents related to University charges, payment
  options, and financial aid.
• Monitor/coordinate call center activity and related phone data, including generating reports and metrics
  for management.
• Coordinate communication with students who have pending aid due to needing to sign a promissory note, perform loan
  counseling, etc.
• Collaborate with the Office of Scholarships & Financial Aid regarding regulatory and policy changes.
• Assist
  with ongoing evaluation and training related to federal Red Flag rules and evaluation of similar new requirements.
• Contribute to the
  creation and maintenance of a training manual for the CFSC.
• Review and update the CFSC website and coordinate required changes with
  the office of Scholarships & Financial Aid for that website.
• Participate in the review, development, and implementation of tuition,
  fee, and housing billing and collection policies, practices, and procedures.
• Responsible for physical cash management, daily cash
  deposit, and monthly cash analysis.
• Work with other departments on campus that accept payments (cash, credit cards, and other
  electronic payments) to ensure adequate internal controls and reconciliation of receipt activity and bank.
• Responsible for system
  set-up, administration of the various payment plans, and eMarkets via Transact Payments.
• Represent student services at various
  functions, including orientations and transfer student events.
• Update and test tuition/fee and housing/meal tables in the student
  system.
• Run and distribute billing processes.
• Prepare workpapers and provide information for the annual financial
  audit.
• Manage and prepare the 1098-T process for student distribution and communication with the IRS
• Oversee the operations
  of the University ID Desk.
• Implement system and process enhancements for student service functions.
• Responsible for
  supervision, training, and development of financial services representatives and student employees.
• Read current regulations and
  publications; attend professional development conferences, seminars, and workshops to stay up to date on all aspects of the financial aid
  industry.
• Be cross-trained and provide backup support to the CFSC Student Accounting Coordinator.
• Perform other duties as
  assigned.

SUPERVISION RECEIVED:

General supervision is received from the CFSC Manager.

SUPERVISION
EXERCISED:
Functional supervision is exercised over support staff and student employees as assigned.

MINIMUM
QUALIFICATIONS:

• A bachelor’s degree.
• Demonstrated commitment to providing high levels of customer service and improving
  operational efficiencies.
• Demonstrated supervisory skills with a minimum of two years of experience, preferably in a customer
  service setting.
• Excellent oral and written communication skills, including the ability to address large groups.
• Ability to
  work under pressure with a positive attitude.
• Ability to organize and prioritize workloads.
• Strong analytical,
  interpersonal, and computer skills are required.
• Ability to work independently and as part of a team.
• Proficient in
  Microsoft Office Suite and ability to learn new software quickly.
• Experience and ability to positively interact with all members of
  the campus community
• Ability to perform the essential duties of the position with or without accommodations.

WORKING
CONDITIONS:

• Duties are generally performed inside and not exposed to adverse conditions.
• All work associated with this
  role must be performed within the state of Michigan.

The above reflects the general details considered necessary to describe the
essential functions of the job. It shall not be construed as an exhaustive statement of duties, responsibilities, or requirements that may
be inherent in the job. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work
of employees under his/her supervision. The use of a particular expression or illustration describing duties shall not be held to exclude
other duties not mentioned that are of a similar kind or level of difficulty.

About SVSU:

Saginaw Valley State
University is a comprehensive university with more than 100 programs of study for its roughly 7,000 students. Located on a suburban campus
in Michigan’s Great Lakes Bay Region, SVSU is committed to a supportive and empowering environment for students, faculty and staff. SVSU was
recognized as a “Great College to Work For” for 9 consecutive years (2016-2024).

SVSU emphasizes undergraduate teaching and learning,
and community-based research. SVSU earned the Community Engagement classification from the Carnegie Foundation for the Advancement of
Teaching, a distinction achieved by only 7 percent of U.S. colleges and universities. By their senior year, 84 percent of students have
engaged with community employers and agencies in internships, field placements or some other component of their academic
preparation.

SVSU is establishing itself as a leader in STEAM education for the Great Lakes Bay Region, partnering with businesses,
foundations and school districts to improve students’ performance in math, science and the arts at the middle school, high school and
university levels. SVSU is constructing the first university research facility on Lake Huron to improve public health and the economy in the
Saginaw Bay watershed.

More than 70 percent of SVSU freshmen live on campus in student housing that has been rated No. 1 among
public universities in the U.S. (2018-2025). SVSU fields 20 varsity sports at the NCAA Division II level. The average class size is 23
students. For more information, please visit our website, http://www.svsu.edu.

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