Senior Coordinator - Hybrid
University of Illinois System
Urbana, IL, USA
Senior Coordinator - Hybrid
University Bursar
- Hybrid
Sponsorship for work authorization is not available for this position. Posting Category:
Under administrative direction, coordinate and manage operations conducted by the Illinois Bursar Customer Service and Student Contact Center in conjunction with overall operations and services administered by University Bursar including: ensuring inquiries regarding accounts receivable business transactions are appropriately handled in a timely manner; monitoring progress and scheduling of daily operations; and participating in identifying/achieving University Bursar objectives and goals.
DUTIES AND RESPONSIBILITIES
- Coordinate, schedule, monitor and manage daily operations and services of the Illinois Bursar Customer Service and Student Contact Center including: staff selection, training, scheduling, and supervision; provide training sessions/programs; conduct performance evaluations and manage work performance issues. Perform activities to support daily operations, including responding to customer email inquiries, answering customer phone calls, assisting walk-in customers, and resolving escalated customer inquiries. (25%)
- Serve as a liaison with campus constituencies and other internal/external persons regarding student and general accounts receivable, financial aid disbursement, student loans, tuition/fees assessment and payment, sponsor billing, and billing inquiries for the purpose of: assisting with addressing/resolving related issues; interpreting University and departmental policies/procedures to ensure compliance with established regulations and guidelines; and providing guidance to staff in determining an appropriate course of action. Provides first level of escalation to staff to resolve more complex or discretionary decisions and inquiries. (20%)
- Participate in developing and implementing effective strategies related to Illinois Customer Service and Student Contact Center that successfully integrate University Bursar and University/campus short- and long-term objectives and goals, including assistance to coordinate and facilitate staff activities to promote clarity and understanding about work assignments/performance expectations. (15%)
- Perform analyses, prepare business/financial/contact reports, and provide financial data/information related to unit operations for administrative review/decision-making purposes. (15%)
- Identify, assess, develop, and implement new and/or updated policies and procedures to improve service activities, and monitor their effectiveness to ensure related daily operational needs are met and related stakeholder communication occurs. Maintain the accuracy and integrity of established policy and procedure documentation, training guides, and job descriptions. (10%)
- Maintain extensive knowledge of existing and new University, Business Services, and University Bursar policies, procedures, and developments related to Illinois Customer Service and Student Contact Center, and ensure changes are incorporated into and understood for daily operations where relevant. (5%)
- Serve as a member of various University, campus, University Bursar, and external teams, committees and organizations as assigned to keep informed about current customer service trends, exchange ideas, and discuss strategies and then apply acquired knowledge toward improving overall University Bursar operations and better serving customer service needs. Represent University Bursar effectively to large audiences. (5%)
- Other duties appropriate for a Business/Administrative Associate with supervisory responsibilities. (5%)
QUALIFICATIONS
Bachelor's degree in business administration, management, or a field related to the position.
Two (2) years of professional business, financial, and/or managerial work experience.
(NOTE: A Master's Degree in an area consistent with the duties of the position may be substituted for one (1) year (12 months) of work experience.)
Based on position requirements, additional education, training, and/or work experience in an area of specialization inherent to the position may be required.
Preferred:
- Two years of managerial and/or relevant business experience.
KNOWLEDGE SKILLS AND ABILITIES
- Ability to satisfactorily address/resolve customer service issues exemplified by a professional demeanor that is respectful, empathetic, and responsive to customer concerns.
- Ability to effectively interact with people having diverse cultural/ethnic backgrounds.
- Excellent written and verbal communication skills.
- Strong interpersonal skills to develop and maintain effective work relationships.
- Ability to work independently and to exercise good judgment and discretion in handling difficult, complex issues.
- Effective teamwork skills.
- Strong time management, organizational and multi-tasking capability.
- Proficiency with Microsoft computer programs/applications (e.g., Microsoft Office, Excel, Outlook, One Note).
- Strong customer service skills to ensure the quality of services are delivered in alignment with University and departmental customer service objectives/goals, and in meeting the daily operational needs of University Bursar Illinois Customer Service unit.
- Ability to apply comprehensive knowledge about University Bursar operations and services and applicable University and departmental policies and procedures.
- Ability to comprehend the importance of responding to client inquiries accurately and in a timely manner to promote customer satisfaction.
- Proven experience handling escalated situations, sensitive conversations and resolving complex issues.
APPOINTMENT INFORMATION
This is a 100% Full Time Civil Service Business Administrative Associate position. The expected start date is as soon as possible.
Sponsorship for work authorization is not available for this position.
The budgeted salary range for the position is $65,000.00 - 75,000.00. Salary is competitive and commensurate with qualifications and experience, while also considering internal equity.
This position is intended to be eligible for benefits. This includes Health, Dental, Vision, Life Insurance, a Retirement Plan, Paid time Off, and Tuition waivers for employees and dependents.
APPLICATION PROCEDURES & DEADLINE INFORMATION
For full consideration, please click the APPLY NOW link on this page to submit an application on the university portal accepting applications for this system office position by 6 pm on 5/29/2026. Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position; however, all employment decisions will be made by a person.
System HR Talent contact: Jordan Anderson at jca4@illinois.edu is available for further information on this specific search.
System Human Resource Services
(217) 333-2600
erhr@uillinois.edu
The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, and employment eligibility review through E-Verify.
Applicants with disabilities are encouraged to apply and may request a reasonable accommodation under the Americans with Disabilities Act to complete the application and/or interview process. Requests may be submitted through the reasonable accommodations portal, or by contacting the System Human Resource Services, Diversity, Equity, and Inclusion at 217-333-2600, or by emailing ADAaccessibility@uillinois.edu.
Requisition ID: 9000972
Job Category: Civil Service
Campus Location: Urbana
Linkedin Code: #LI-JA1