Information Specialist

Georgetown University; United States; On-site; USD 38,000 - 58,000; Full time

Job summary

Georgetown University is seeking an Information Specialist in Revenue & Receivables to provide financial counseling and customer service related to student bills. You will answer inquiries from students, parents, and other stakeholders, explain billing policies, and help navigate payment options.

You will also manage outreach projects, support electronic refund profiles, and coordinate with registrar and financial aid offices to keep student accounts accurate.

Qualifications

• High School diploma or equivalent.
• Excellent oral and written communication skills.
• Proficiency with email (ability to type at least 45 WPM) and telephone systems.

Responsibilities

• Provide financial counseling and customer service to students, parents, and other stakeholders.
• Develop and execute communications projects to reach the student population.
• Collaborate with Revenue & Receivables team and university departments to support student accounts.

Skills

Communication

Email typing

Telephone systems

Education

High School diploma

Job description

Georgetown University comprises two unique campuses in the nation's capital. With the Hilltop Campus located in the heart of the historic Georgetown neighborhood, and the Capitol Campus, just minutes from the U.S. Capitol and U.S. Supreme Court, Georgetown University offers rigorous academic programs, a global perspective, and unparalleled opportunities to engage with Washington, D.C. Our community is a close-knit group of remarkable individuals driven by intellectual inquiry, a commitment to social justice, and a shared dedication to making a difference in the world.

Requirements

Job Overview

Financial counseling and customer service related to the student tuition and fee bill

Financial counseling and customer service includes: Response to student, parent, or other stakeholder financial inquiries, provision of financial counseling, suggestion of payment options, and provision of general assistance in financial and non-financial matters. As part of the customer service function, this position answers questions about student accounts, payment options, payment plan options, the processing of scholarship funds, "full-need" as it relates to the student's financial aid award and the student bill, financial and non-financial penalties due to non-payment, and student obligations to perform certain functions on the web as it relates to their university account. This position is expected to be able to explain departmental policies and practices (such as billing, tuition assessment, financial aid disbursement, refunding of overpayment, and assessment of financial penalties) clearly and concisely. This position is expected to have some knowledge of related department practices and policies, including but not limited to, student financial aid, registration and records, meals and housing , and student health insurance.

Financial counseling and customer service may be in-person, over the phone, via email, utilizing the departmental ticketing system, via Zoom, or in any other departmentally-sanctioned method.

Communications projects for outreach to the student population

Communications projects include, but are not limited to:

• Outreach to undergraduate students to assure that they establish authorized users of the Student Account Services system, so that parents and other authorized payers may receive billing statements and pay on behalf of students
• Outreach to all students to assure that they have established electronic refund profiles so that overpayments of the student account can be refunded to them quickly, conveniently, and at low-cost.
• Regular review of the departmental website to collect suggestions for updated information based on policy updates, procedure updates, or improvements in form to deliver information more concisely or in in a more understandable fashion.

The Information Specialist will perform all duties and responsibilities, including those not outlined in this position description but assigned by the position's supervisor, in a manner befitting a professional person in the Revenue & Receivables department.

Work Interactions

This position reports to the Manager of Customer Service. Performance evaluations will be performed by the Manager of Customer Service. The position operates with two other information specialists working under the Manager of Customer Service to provide the first line of service to the more than 25,000 unique students who attend Georgetown University each year, as well as the parents, guardians and other third parties associated with students, such as financial advisors, 529 plans, scholarship-granting organizations, banks, credit card companies.

Within the organization, this position also interacts with the Associate Director for Customer Accounts on a regular basis, and acts as a back-up to payment processing Information Specialist. This position determines when to elevate questions, problems, or other issues to the Manager, to a specialist such as the department's Managers of Active Student Receivables, Manager of Sponsored Student Receivables, Manager of Inactive Students, or to higher-level management (Associate Directors, Deputy Directors, or Directors).

In its function as a communication projects specialist, this position interacts with the university's Communications team. Outside of the department, this position interacts with various representatives across the university who have interest in students' financial well-being, ranging from registrar's office records specialists, financial aid counselors, assistant and associate deans, and other academic program managers.

Requirements and Qualifications

High School diploma or equivalent

Excellent oral and written communication skills

Proficiency with email (ability to type at least 45 WPM) and telephone systems

Profic