Program Assistant: Payments & Customer Support

Kappaalphapsi1911; Ann Arbor, Northern (MI, KY); Hybrid; USD 42,000 - 54,000; Full time

Job summary

University of Michigan is seeking a Program Assistant to join the Human Subject Incentives Program (HSIP) in the Treasurer's Office. You will help process incentive payments, enter participant data, and assist customers with questions related to HSIP and IRB processes. Remote-first with on-site expectations as needed.

The role emphasizes strong customer service, attention to detail, and collaboration with various university teams to ensure compliance and smooth payment workflows.

Qualifications

• A minimum of 12 months of customer service experience.
• Strong working knowledge of Microsoft Office software: Excel, Word, Access, and PowerPoint.

Responsibilities

• Ensure all HSIP payment requests are processed on time, including running queries in M-Pathways, entering and uploading data into the HSIP system, and releasing payment requests.
• Process all prepaid gift card payments, utilizing an external vendor interface, and resolve any payment issues with the vendor.
• Work with HSIP customers (e.g., research study teams) to answer any questions related to the HSIP system, the subject incentive payment process, or questions about their IRB study, ensuring excellent service is provided to all customers.
• Work to identify and resolve any errors that may prevent HSIP requests from being processed.
• Work with HSIP partner organizations (e.g., cashier's offices, card services team, Treasury program specialists, check-writing) to coordinate payment requests facilitated by partner organizations.
• Maintain reports to monitor compliance with HSIP request reconciliation guidelines, Institutional Review Board (IRB) requirements, state and federal tax reporting requirements, and Financial Operations guidelines.
• Demonstrate the ability, motivation, and willingness to employ customer service skills to ensure HSIP customers are able to meet university guidelines and IRS requirements.
• Work with Accounts Payable (AP) to resolve any issues with check payments (returned checks, missing payments, void and reissue procedures).
• Look for opportunities to educate the HSIP customer base for a better HSIP experience, including developing materials to aid customers with the HSIP system.
• Contribute to the process improvement of HSIP by offering meaningful solutions, preparing communication plans, and working with the HSIP team to determine the impact of process improvement endeavors.

Skills

Customer service

MS Office

Education

Bachelor's degree in Business Administration

Job description

University of Michigan is seeking a Program Assistant to join the Human Subject Incentives Program (HSIP) in the Treasurer's Office. You will help process incentive payments, enter participant data, and assist customers with questions related to HSIP and IRB processes. Remote-first with on-site expectations as needed.

The role emphasizes strong customer service, attention to detail, and collaboration with various university teams to ensure compliance and smooth payment workflows.