Located in a historic neighborhood in the nation's capital, Georgetown offers rigorous academic programs, a global perspective, exciting ways to take advantage of Washington, D.C., and a commitment to social justice. Our community is a tight knit group of remarkable individuals interested in intellectual inquiry and making a difference in the world.
The Customer Service Manager 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. , including s upervision and oversight of a team of three Information Specialists who perform the functions of provision of account-related customer service to Georgetown students, parents, and other customers, as well as processes student and non-student payments made by paper check or cash. S/he 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. Reporting to the Associate Director for Customer Account Services and working with personnel in student affairs and various other student services departments across the various schools of the university, the Customer Service Manager has additional duties that include but are not limited to:
Supervision and Oversight
Assures that inquiries are addressed in a timely manner, customer service staff is knowledgeable and friendly, departmental telephone system is functional and has appropriate voice recordings of off-hours, and central email account is functional and properly managed.
Assures that customer service office space is properly staffed and professional in appearance and addresses difficult or sensitive customer service inquiries, reviewing reversals of service charges for consistency with department policy.
Assures that correspondence is opened promptly, and if necessary, directed to other departmental or extra-departmental units, and that paper payments are properly identified and posted correctly to students' accounts, ensuring that all pertinent records are kept (and non-pertinent records are securely disposed of).
Authorizes and reviews mailings (electronic and paper), and edits language in various publications (such as New Student Guide, Student Handbooks, and University web pages) that relates to student accounts and check distribution.
Assures that an accurate listing of checks delivered to the department is maintained, and that an authorized signature accompanies each release of checks.
Researches any discrepancies between check listings and actual checks, and remediates.
Refund Request Review and Payment Authorization
Oversees the daily processing of refunding student overpayments, including all students with excess financial aid payments towards their student accounts.
Reviews the account of every student to be issued a refund in order to assure accuracy and prevent fraud.
Creates and troubleshoots automated process streams to assure electronic and paper refunds are accurately produced, without duplication and in a timely manner, and are reflected accurately throughout the Banner Student record system, Workday Financials, the Touchnet Bill+Payment software suite, and PNC Bank.
Customer Account Services & Revenue and Receivables Support
Acts as a back-up to the Manager of Cashiering, supporting electronic payment processing activities as needed.
Supporting departmental deposit processing activities as needed
Trains, to whatever extent possible, the responsibilities and functions of the Manager of Active Student Receivables, Manager of Sponsored Student Receivables, the Manager of Inactive Student Receivables, the Manager of Non-Student Receivables, and the Manager of Non-Credit Student Accounts.
Acts as a back-up to the functions of other Revenue and Receivables Managers, performing other general or specialized tasks as assigned by the Associate Director of Customer Accounts or the Senior Director of Revenue and Receivables.
Requirements and Qualifications
Experience in a finance, accounting, or business operation
Excellent verbal and written communication skills
Experience in a higher education environment
Experience with the Banner student record system
Current Georgetown Employees:
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Georgetown University is an Equal Opportunity/Affirmative Action Employer fully dedicated to achieving a diverse faculty and staff. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, color, religion, national origin, age, sex (including pregnancy, gender identity and expression, and sexual orientation) , disability status, protected veteran status, or any other characteristic protected by law.
Georgetown University offers a wide variety of comprehensive and competitive benefits. Benefits packages include comprehensive health, dental and vision plans, disability and life insurance coverage, retirement savings programs, tuition assistance, voluntary insurance options (including group legal, accident, and critical illness), and much more. Whatever your need, the Office of Faculty and Staff Benefits will be standing by to support you. You can learn more about the benefits offered to eligible faculty and staff at https://benefits.georgetown.edu or view the online interactive benefits guide for more information.
Internal Number: JR07960
About Georgetown University
Established in 1789, Georgetown is the nation's oldest Catholic and Jesuit University. Georgetown is one of the world's leading academic and research institutions, offering a unique educational experience that prepares the next generation of global citizens to lead and make a difference in the world.