Financial Services Client Care Specialist

INTRODUCTION: The Financial Services Department in the Division of Administrative Affairs at the University of Wisconsin-Whitewater seeks a Financial Services Client Care Specialist (Financial Specialist II, FN007).
JOB DUTIES: The Financial Services Client Care Specialist is one of four specialists assigned to the Student Financial Services Office, which includes the Cashiering and Student Accounts units. These positions complete tasks as assigned for the rotation within the units. Assignments could include customer communications, counter service, daily cashiering duties, loan processing, collections, refunding, third party billing, etc. depending on what is needed at the time of the academic and fiscal year. The employee is required to know FERPA guidelines for confidential information, imaging and document storage techniques, appropriate cash handling processes, State and UW System collection requirements, and UW System and campus policies and procedures. This is a University Staff position which reports to the Associate Bursar and works standard customer service hours of 7:45 a.m. - 4:30 p.m.
QUALIFICATIONS: Minimum Qualifications: Minimum of one-year experience in customer service, administrative support or retail cash handling OR educational equivalent Preferred Qualifications: Experience with banking, cash handling, and reconciliations Knowledge of accounting and bookkeeping principles, practices and processes, such that would be obtained from years of experience or formal training in accounting Previous experience working with federal regulations and developing and implementing procedures to comply with them Knowledge of collection policies, practices, procedures and laws; analytical and negotiation skills Proficient in the use of computers, including Microsoft Office (Word, Excel) and Adobe - specifically experience with pivot tables and mail merges Knowledge, Skills and Abilities :
Demonstrated exceptional customer service aptitude and ability Demonstrated exceptional interpersonal, oral, and written communication skills to work with all levels of staff, students, parents, and general public Keen attention to detail and understanding of adequate supporting documentation for transactions Ability to multitask and meet deadlines Ability to work with individuals from diverse socio-economic, cultural, and ethnic backgrounds Willingness and ability to be an active participant in following applicable safety rules and regulations including necessary training and drills RESPONSIBILITIES: A. Customer Service
A1. Manage incoming phone calls and communications (email, mail, social media, etc).
A2. Follow communication procedures, guidelines, and policies. Ensure FERPA requirements are met before providing confidential and personal information.
A3. Actively listen to customers' concerns, issues, and questions, and resolve to your best ability.
A4. Identify, assess and research customers' needs, and provide accurate, valid, and complete information.
A5. Respond and resolve customer complaints and/or concerns in a professional, positive, and calm manner. Advise customers on the issues discussed, and/or ensure their issues are resolved by another staff member when needed. Follow up with other campus departments or staff when appropriate.
A6. Keep accurate records of customer communications and interactions by imaging documents and recording information within WINS.
A7. Assist and monitor student employee activities at the window. When needed, work the customer service windows to accept payments and answer questions and/or concerns.
A8. Assist with training of student employees.
B. Cashiering Processes
B1. Act as liaison with bank to receive ACH information, and apply funds received to appropriate ledger accounts. Maintain accurate accounting of all transactions and research any ACH discrepancies.
B2. Coordinate morning processes and set up for the day.
B3. Review GL output reports and follow up on any variances from the prior day's activities. Coordinate resolution of any problems before information is loaded to GL.
B4. Process department deposits, ensuring accuracy in accounting codes, sales tax reporting, and tender types. Provide assistance to department staff for policy and procedures for deposits, cut off dates, etc.
B5. Receipt transactions and answer questions at Cashier's window.
B6. Perform bookkeeping and check writing services for student and faculty organizations on campus. Prepare monthly reports, open and close accounts, work with student organizations to understand and report sales tax on all applicable revenue generating activities. Train faculty advisors and officers on the use of student faculty accounts.
B7. Review student refund edit reports, identify discrepancies and issues, and facilitate corrections as needed. Process student refunds.
B8. Facilitate the daily cash and revenue balancing process between cash collections, checks and other forms of tender with the register reports. Complete daily balance report checkout form at end of day.
B9. Ensure all documents are imaged and match the daily report.
B10. Research miscellaneous checks and electronic wires, and perform other troubleshooting tasks within the system and processes.
B11. Enter all scholarships received into the scholarships log and route to Financial Aid.
B12. Train department staff on appropriate cash handling techniques.
B13. Coordinate cash handling audits required with the Financial Services accounting staff to ensure regular review and update.
B14. Follow up on change bank staff turnover to ensure accurate information is maintained on custody of funds.
B15. Process bank communications, such as NSFs, peer transfer payments, stop payments, voided checks, e-refund bouncebacks, stale check payments, etc.
C. Perkins and Federal Loans
C1. Audit and submit all Federal Perkins loan data to ECSI loan servicer system.
C2. Maintain updated information in the ECSI system on communications with debtors.
C3. Approve accounts for legal action and/or bankruptcy.
C4. Monitor and communicate collection agency activity.
C5. Maintain promissory note maintenance of the Perkins and Direct Loan programs of the University. Review the service provider records for correct loan amounts, separation dates, addresses, and other financial information.
C6. Monitor electronic transmission and processing of records for the Perkins and Federal loan programs. Ensure the processes required for creating and making available promissory notes for signature to students borrowing from the Direct Loans program is functioning.
C7. Handle inquiries regarding the access and completion of entrance counseling for the federal loan programs.
D. External Organizations and Third-Party Billing
D1. Collect third party authorizations from students who will have an organization pay for some portion of their education, ensuring that students have given permission to release information to the third party for purposes of billing them.
D2. Prepare courtesy billing to the third party, and invoice organizations based on student's account information prior to the start of the term (2 weeks preferred) for which the authorization applies. If student provides authorization late, billing should occur within 2 weeks of receiving the authorization. Student is responsible for communicating changes to schedule/credits/charges to the non-governmental third party after our billing is complete.
D3. For governmental organization authorizations, add a third-party contract to the student account to show the pending payment obligation by the organization.
D4. Enter governmental billings into billing software (currently Peachtree) if applicable.
D5. Image third party authorizations and link to student's account.
D6. Review monthly all unpaid obligations and contact third parties that are past due to ensure payment will be made.
D7. Monitor and process payments from third party and external organizations.
D8. Communicate all third-party payments that are disbursing aid types to the Financial Aid department.
E. Collections
E1. Perform collection follow up activities on defaulted accounts and take action to collect outstanding balances.
E2. Schedule and direct the processing of all collection and default notices sent to delinquent students 30 to 180 days past due on their accounts.
E3. Forward communications from currently enrolled students asking for special consideration to the Bursar for consideration.
E4. Release holds on student accounts as authorized by the Bursar.
E5. Work with former students to establish special payment arrangements for those that have not paid their balance before separating from UWW. Confirm these payment arrangements in writing, and follow up on all subsequent payments made.
E6. Maintain updated information within the collections module, including communications and actions taken related to payment arrangements and current debtors.
E7. Enter all past due debts into the Wisconsin Department of Revenue's Tax Refund Intercept Program (TRIP). Quarterly, review balance in TRIP versus student accounts and update as needed.
E8. Prepare/adjust accounts for legal action such as bankruptcies, judgments, and garnishments. Establish transcript holds, registration stops, and other collection procedures.
E9. Perform collection activities with third parties including DVR, private agencies, school districts, and veterans benefits according to their specifications. Act as liaison with agencies and monitor accounts returned for proper holds on student accounts.
E10. Process student account payments sent from collection agencies. Discuss collection issues with inquiring students, parents and staff.
E11. Work with University police in the collection of worthless checks. Complete the worthless check procedures on the student system, general ledger system, registration, and legal notification process.
F. Student Communications
F1. Coordinate the distribution and documentation of mass communications to students -informational, contact and collection efforts, default notices, etc.
F2. Maintain updated information in the current collections database and review the database operations for accuracy and improvements.
F3. Maintain accurate information and update the Student Financial Services webpages wen appropriate. Provide suggested revisions to provide a better customer experience to the Associate Bursar based on industry best practices.
F4. Coordinate the retention of communications and other documents in accordance with federal and state regulations.
F5. Prepare publications and documents for students, campus depts., etc. These could include Warhawk Welcome, website information, Salute to Grads, SOAR, workshop materials, etc.
F6. Present student account information in orientation and preview sessions for new students. When requested, participate in Hawk Squad and peer mentor training.
G. Miscellaneous Responsibilities
G1. Contribute to the SFS team effort by accomplishing related results as needed. Assist other members of the team with tasks when needed and appropriate.
G2. Maintain up to date procedures for all tasks and any revised forms, and ensure all specialists agree with revisions.
G3. Coordinate unfinished tasks with other specialists when assignments change.
G4. Assist in imaging of documents processed such that imaging is kept up to date at all times.
G5. Process Enrollment Deposit refund requests.
G6. Actively participate in software and application testing to ensure upgrades and updates are implemented efficiently.
G7. Complete other duties as assigned.
CAMPUS INFORMATION: UW-Whitewater is a thriving public university located in southeastern Wisconsin. It leads the way in providing world-class, affordable higher education programs to more students than neighboring regional comprehensives in the University of Wisconsin System. A collaborative team of 1,300 faculty and staff are devoted to the success of the university's 11,500 students at its main and Rock County campuses. The team provides high-impact practices and academic programs - online and in person - from associate to doctoral levels. Recognized nationally for affordability, inclusion, and career development, UWW serves approximately one-third first-generation students and boasts strength in many areas, especially business and education. The campus and community embrace the Warhawk Family spirit, supporting the university's arts and nationally recognized NCAA Division-III level championship athletics. As a proud institution of access, more than 10 percent of undergraduate students use the acclaimed Center for Students with Disabilities - a priority mission since the 1970s.
UW-Whitewater's campuses are located centrally near Milwaukee, Madison, and Chicago, offering easy access to the cultural and commercial opportunities of major metropolitan areas. Near both Lake Geneva and the Wisconsin Dells, the area attracts numerous visitors from across the country. Whitewater is a vibrant college community near the Kettle Moraine State Forest offering area residents seasonal outdoor enjoyment. The nearby Rock County campus is located in Janesville, a town of 60,000 located on the Rock River and known as Wisconsin's Park Place.
Belonging and mattering are central to the university's culture, and UW-Whitewater strives to maintain an environment where individual and collective efforts are valued and celebrated. The University of Wisconsin-Whitewater is an Equal Opportunity and Affirmative Action Employer, and actively seeks and encourages applications from women, people of color, persons with disabilities, and veterans.

ORGANIZATION INFORMATION: The University of Wisconsin-Whitewater is part of the 13-campus University of Wisconsin System (
Wisconsin Statute 19.36(7)(b) provides that applicants may indicate in writing that their identity should be kept confidential. In response to a public records request, the University will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful final candidate will be released. See Wisconsin Statute 19.36(7)(a).
Per Regent Policy Document 20-19, University of Wisconsin System Criminal Background Check Policy and UW System Administrative Policy 1275 Recruitment Policies, UW-Whitewater requires criminal background checks as a contingency to employment. A criminal background check will be conducted prior to an offer of employment. All final candidates must be asked, prior to hire, whether they have been found to have engaged in, are currently under investigation for, or left employment during an active investigation in which they were accused of sexual violence or sexual harassment. When obtaining employment reference checks, these same sexual violence or sexual harassment questions must also be asked.
The University of Wisconsin-Whitewater requires that all employees be active participants in following applicable safety rules and regulations including necessary training and drills.
For UW-Whitewater Campus safety information and crime statistics/annual Security Report, see If you would like a paper copy of the report please contact the UW-Whitewater Police at .

COMPENSATION AND BENEFITS: Well-qualified candidates can expect a starting hourly wage of $21.00/hr.
UW System employees receive an excellent benefit package. To learn more about the UW System's comprehensive benefit package, review the UW System Employee Benefits Brochure.

SPECIAL NOTES: CONDITIONS OF APPOINTMENT: University of Wisconsin-Whitewater does not offer H-1B or other work authorization visa sponsorship for this position. Candidates must be legally authorized to work in the United States at the time of hire and maintain work authorization throughout the employment term. If you have questions regarding this, please contact Human Resources. UW-Whitewater is not an e-verify employer, therefore STEM extensions are not options for work authorization.

TO ENSURE CONSIDERATION: Applications received by June 9, 2024 are ensured full consideration. Applications received after that date may be given consideration at the discretion of the search committee. The most qualified applicants will be invited to participate in the next step of the selection process.
If you have questions regarding this recruitment or if you are unable to complete the application online due to a disability or system problem, please contact us at or .

For questions regarding this position, please contact:
Melissa Thoma
Associate Bursar



HOW TO APPLY: Only complete application packages will be considered. This includes online submission of the following documents:
Cover Letter Resume Name and contact information for three professional references This Job ID is 20857.