Senior Coordinator - Hybrid

University Bursar

This position is not eligible for any type of sponsorship for work authorization.

Job Summary

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 & 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.
• 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.
• 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.
• Perform analyses, prepare business/financial/contact reports, and provide financial data/information related to unit operations for administrative review/decision-making purposes.
• 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.
• 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.
• 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.
• Other duties appropriate for a Business/Administrative Associate with supervisory responsibilities.

Minimum 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 Qualifications

Preferred:
1. Two years of managerial and/or relevant business experience.

Knowledge, Skills and Abilities

• 1. Ability to satisfactorily address/resolve customer service issues exemplified by a professional demeanor that is respectful, empathetic, and responsive to customer concerns.
• 2. Ability to effectively interact with people having diverse cultural/ethnic backgrounds.
• 3. Excellent written and verbal communication skills.
• 4. Strong interpersonal skills to develop and maintain effective work relationships.
• 5. Ability to work independently and to exercise good judgment and discretion in handling difficult, complex issues.
• 6. Effective teamwork skills.
• 7. Strong time management, organizational and multi-tasking capability.
• 8. Proficiency with Microsoft computer programs/applications (e.g., Microsoft Office, Excel, Outlook, One Note).
• 9. 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.
• 10. Ability to apply comprehensive knowledge about University Bursar operations and services and applicable University and departmental policies and procedures.
• 11. Ability to comprehend the importance of responding to client inquiries accurately and in a timely manner to promote customer satisfaction.
• 12. Proven experience handling escalated situations, sensitive conversations and resolving complex issues.

Appointment Information

This is a 100% full-time Civil Service 5010 - Business/Administrative Associate position, appointed on a 12-month basis. The expected start date is as soon as possible. Salary is commensurate with experience.

For more information on Civil Service classifications, please visit the SUCSS web site at https://www.sucss.illinois.gov/pages/classspec/default.aspx.

The budgeted salary range for the position is $75,000 - $85,000. Salary is competitive and commensurate with qualifications and experience, while also considering internal equity.

System Office jobs such as this one are not eligible for the Referral Program.

Application Procedures & Deadline Information

Applications must be received by 6:00 pm (Central Time) on May 29th. Apply for this position using the Apply Now button at the top or bottom of this posting. In order to be considered as a transfer candidate, you must apply for this position. Applications not submitted through https://jobs.illinois.edu will not be considered. If required by the position, transcripts or other documentation of credentials are to be provided no later than the first day of employment. For further information about this specific position, please contact Jordan Anderson (jca4@uillinois.edu. For questions regarding the application process, please contact 217-333-2137.

At the University of Illinois Urbana-Champaign — the state’s flagship public university and one of the world’s leading research institutions — every staff member helps shape what’s next. Founded in 1867, Illinois is home to a vibrant community of 59,000 students from all 50 states and 129 countries, supported by 15 colleges and instructional units, more than 20 research institutes, and one of the most comprehensive student service ecosystems in the nation. Whether you’re empowering first-generation students, fueling breakthrough innovation, or strengthening communities across Illinois and beyond, your work here has a far-reaching and deeply meaningful impact. The university offers a highly competitive benefits package designed to support your well-being, growth, and financial security. Join a top 10 public university that has launched over 330 startups and continues to redefine excellence — where the Illinois Value Proposition ensures that your contributions are recognized, your potential is nurtured, and your career can thrive.

Champaign-Urbana

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.

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.

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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 (2008) to complete the application and/or interview process. Accommodations may also be requested on the basis of pregnancy, childbirth, and related conditions, or religion. Requests may be submitted through the reasonable accommodation portal, or by contacting the Office for Access & Equity at 217-333-0885, option #1, or accessibility@illinois.edu.

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Requisition ID: 1036329
Job Category: Professional and Administrative
Apply at: https://jobs.illinois.edu