Supervisor Student Account Operations

Office of Customer Relations

Full-Time, Regular, Exempt, Pay Grade 1.3

Location: Hybrid

University of Maryland Global Campus (UMGC) seeks a Supervisor Student Account Operations in the Office of Customer Relations.

Essential Duties & Responsibilities

Provides oversight of OSA Operations Analyst job duties including; payment plan administration, stop payment reissue requests, service indicator auditing, 1098-T responses; suggesting, recommending, and implementing new or revised procedures, practices or changes;  provides Level III customer service, discussing account information with responsible parties via phone, email and tickets, analyzing accounts to determine accuracy; working with Third Party Vendors to resolve or assist with the resolution of student escalations via ticketing system; responding to inquiries in a timely and accurate manner; and adhering to department standards for quality and turnaround. (40%)

Trains new hires on Operations Analyst policies and procedures; provides on-going training, development and guidance to the team based on management's discretion; and assists with evaluating performance. Serve as the team lead and the primary contact person for team escalations (2nd level). Fosters team and individual growth through coaching and mentoring, by encouraging collaboration among team members. Articulates and promotes the team's work, ensuring that work meets established standards of quantity or quality (30%)

Coordinates and submits daily and monthly reports for the unit; maintains and provides data and statistics on a daily, weekly, and/or monthly basis. Advises the Director and other management staff regarding policies, trends, and interpretation of data and program needs; serves as back up to the Director for reporting of OSA operations statistics, monitors and provides feedback pertaining to third-party vendor processes and concerns; responsible for maintaining and monitoring student surveys and outreach ensuring student satisfaction. (15%)

Interacts with internal and external customers of the university, managing sensitive and confidential information with tact and discretion. (10%)

Perform other job-related duties as assigned.

Minimum Qualifications

Bachelor's Degree. 

Minimum of four (4) years related experience in customer service, financial operations, or related field.

This position requires general knowledge of the Office of Student Account policies/procedures as well as the laws pertaining to debt collection; working knowledge of techniques used in collecting, compiling, and organizing data and information; and knowledge of office equipment, software, and its application. Must have ability to apply basic analytical skills; organize and execute multiple assignments under specific time constraints; ability to understand and interpret university policies and procedures; communicate effectively both orally and in writing; and establish and maintain effective working relationships.

Knowledge of PeopleSoft

Knowledge of Salesforce or similar CRM software

Knowledge of ticketing systems to communicate with students.

Preferred Qualifications

Candidates with customer service experience working in a Bursar and/or Student Accounts environment within higher education are preferred.

Candidates studying Accounting, Finance, Business, or related field are preferred.

All submissions should include a cover letter and resume. UMGC offers competitive compensation and comprehensive benefits for qualifying positions, such as tuition remission, generous leave and healthcare. For detailed benefits information, please visit: https://careers.umgc.edu/benefits.html.

The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions.

University of Maryland Global Campus (UMGC) is committed to helping safeguard the health of its faculty, staff, students, contractors, and guests. Because vaccinations reduce the spread of SARS-CoV-2-the virus that causes COVID-19-all prospective UMGC faculty (full-time and adjunct) and staff are strongly encouraged to be fully vaccinated and current with the recommended boosters. As always, operations at our military locations in Europe, Asia, and stateside will follow the guidance of the U.S. Department of Defense and local commands, and may require proof of full vaccination, unless an exception is approved as a reasonable accommodation based on disability or religion. If so, a copy of their Approved Exception Letter must be provided before the start of their employment. Failure to provide proof of vaccination or show proof of exception may result in the offer of employment being rescinded.

Workplace Accommodations:

The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall, based on disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination. For information about UMGC's Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at employee-accommodations@umgc.edu.