Service Specialist: Bursars Office - UTK

University of Tennessee, Knoxville; Knoxville (TN); On-site; USD 36,000 - 44,000; Full time

Job summary

The University of Tennessee, Knoxville, is seeking a Bursar Service Specialist to serve as a front-line representative for student accounts. You will process payments, maintain account records, and respond to inquiries via in-person, phone, and email channels.

This role emphasizes accuracy, FERPA compliance, and strong customer service in a busy campus environment. Responsibilities include handling tuition and fee payments, reconciling transactions, and providing clear information on billing

Qualifications

• High school diploma or equivalent required.
• Experience in customer service with students or the public.
• Familiarity with FERPA and confidentiality requirements preferred.

Responsibilities

• Provide front-line student account support in person, by phone, and via email.
• Process payments and balance daily cash drawers.
• Maintain accurate student account records and respond to inquiries.
• Ensure compliance with university policies and regulatory requirements.

Skills

Customer service

Phone support

Email support

FERPA compliance

Billing knowledge

Conflict resolution

Cash handling

Microsoft Office

Data entry

Education

High school diploma

Associate's degree in business

Tools

Banner

TouchNet

Evisions

Outlook

OnBase

Scanner/Copier

Job description

JOB DESCRIPTION

The Bursar Service Specialist serves as a front-line representative of the Office of the Bursar, providing exceptional customer service and financial support to students, parents, faculty, staff, and external partners. This position is responsible for processing financial transactions, maintaining accurate student account records, reconciling payments, and ensuring compliance with university policies and regulatory requirements. The Specialist serves as a primary point of contact for inquiries related to student accounts, billing, payments, refunds, and other bursar-related services through in-person assistance, phone support, and email correspondence.

RESPONSIBILITIES

Customer Service & Student Support

• Serve as a front-line representative of the Office of the Bursar, assisting students, parents, faculty, staff, and external partners in person, by phone, and through email communication.
• Participate in phone bank coverage, responding to a high volume of student and parent inquiries professionally, courteously, and accurately.
• Manage assigned email service cases and ensure timely, thorough, and accurate responses to questions regarding billing, payments, refunds, account holds, and related services.
• Manage and resolve Salesforce Cases assigned to the Bursar's Office.
• Provide accurate information regarding university billing policies, payment plan options, refund processes, deadlines, and account requirements.
• Resolve routine concerns independently and elevate complex issues to senior bursar staff when appropriate.
• Demonstrate professionalism and effective conflict-resolution skills when addressing challenging customer interactions.

Financial Transaction Processing

• Receive and process payments for tuition, fees, housing, and other student charges, including checks and electronic ACH transactions.
• Balance and reconcile daily cash drawers, deposits, and electronic transactions to ensure accuracy and compliance with established procedures.
• Maintain detailed records of financial transactions and identify discrepancies for resolution.
• Ensure proper cash-handling procedures and accounting controls are consistently followed.

Account Management & Administrative Support

• Respond to correspondence received through USPS and direct email communications while verifying FERPA authorization and compliance requirements prior to releasing student information.
• Verify and maintain the accuracy of mail logs, One Stop run logs, and other University departmental logs.
• Process transcript requests, duplicate diploma requests, and proficiency examination requests in accordance with university procedures.
• Generate and provide student account statements for current and prior semesters for tax reporting purposes or upon student request.
• Copy scholarship checks and supporting documentation and scan records to designated storage locations and OnBase for review, processing, and disbursement by the Office of Financial Aid.
• Maintain accurate documentation and records in compliance with institutional policies and audit requirements.

QUALIFICATIONS

Education

• High school diploma or equivalent

Experience

• Excellent customer service skills with the ability to interact professionally with students, parents, faculty, staff, and external partners.

Knowledge, Skills And Abilities

• Knowledge of accounting principles, balancing procedures, and cash-handling practices.
• Knowledge of customer service principles and conflict-resolution techniques.
• Knowledge of FERPA regulations and confidentiality requirements.
• Knowledge of student account billing, payment processing, and financial service operations preferred.
• Excellent customer service skills with the ability to interact professionally and effectively with students, parents, faculty, staff, and external partners.
• Strong verbal and written communication skills.
• Strong organizational and time-management skills with the ability to manage multiple priorities in a fast-paced environment.
• Ability to de-escalate difficult customer situations and resolve concerns effectively.
• Exceptional attention to detail and accuracy in processing financial transactions and account adjustments.
• Ability to maintain confidentiality and exercise sound judgment when handling sensitive information.
• Proficiency in using technology and business systems, including email, case management platforms, financial systems, and Microsoft Office applications.

Applicants must be legally authorized to work in the United States on a full-time basis without need now or in the future for sponsorship for employment-based visa status.

Preferred Qualifications

Education

• Associate's Degree in a business related field

Experience

• 2 years office, accounting, and customer service experience in Higher Education
• Experience working in a university environment with various student populations.
• Experience with tuition appeals, collections, sponsorship billing, or refund processing.

Knowledge, Skills, And Abilities

• Working knowledge of Banner, TouchNet, Evisions, Outlook, Footprints, OnBase and Scanner/Copier
• Office accounting skills
• Ability to multi-task
• Knowledge of federal, state, and university rules and regulations pertaining to the disbursement of all UT Knoxville student financial aid.
• Ability to learn and navigate complex student financial systems.

Working Environment

This position operates in a customer-focused office environment with significant interaction with students, parents, faculty, staff, and external constituents. The role requires the ability to balance multiple priorities while maintaining a high level of accuracy, compliance, and customer service.

Work Location: University of Tennessee Knoxville. This position is in-person.

Compensation And Benefits:

• UT market range: MR05
• Anticipated hiring range: $19.50 ($40K per year)
• Find more information on the UT Market Range structure here
• Find more information on UT Benefits here

About The College/Department/Division: The Office of the Bursar specializes in managing student accounts, assesses tuition and fees, provides billing statements, refunding, and processing payments. Our goal is to aide students in understanding their student-related charges while also providing guidance about payment options available to them.

We aim to provide the best student centric service so that students are prepared for success on their collegiate journey. We also provide banking services for university departments.

The Finance & Administration Division has fiduciary and leadership responsibility for the Knoxville campus in three primary areas of accountability: fiscal, physical, and auxiliary operations. Our goal is to provide quality support in the institution’s pursuit of excellence through effective stewardship and enhancement of the University’s resources. The strategies to achieve the goal of quality support of the instruction, research and public service functions include implementation of best operations practices, recommendation of efficient and cost-effective policies and procedures, ensuring compliance with laws and regulations, focusing on internal and external customer needs, and the provision of a safe and productive physical environment.

ABOUT US

The University of Tennessee, Knoxville, has shaped leaders, changemakers, and innovative thinkers since its founding in 1794. The university is home to more than 38,000 students and 10,000 statewide employees—the Volunteers—who uphold the university’s tradition of lighting the way for others through leadership and service.

UT Knoxville offers over 900 programs of study across 14 degree-granting colleges and schools. As Tennessee’s flagship land-grant university, its footprint spans the entire state. The university holds the highest Carnegie classification for research activity and has deep partnerships with industry leaders and the US Department of Energy’s largest multidisciplinary laboratory, Oak Ridge National Laboratory.

The Knoxville campus serves and recruits for UT Knoxville, including the Institute of Agriculture and the Space Institute, as well as the UT Institute of Public Service.

UT Knoxville considers its employees its number one asset. With values that focus on work-life balance, compensation, and innovation leadership, all Vols are supported to advance professionally. Employees have access to career development and coaching, continued education, and an extensive list of development and training possibilities. The Volunteer employee experience implements structures and practices to attract and retain top-tier talent, fostering a strong staff community and supporting a culture of involvement and engagement for everyone.

The university holds a strong commitment to its land-grant mission of learning and engagement, with a tradition of service and leadership that carries that Volunteer spirit throughout the state and around the world. It has been ranked nationally as “Best Employer for New Graduates,” “One of America’s Best Large Employers,” and “Best Workplace for Women,” and has been designated as “Best Place for Working Parents” by Forbes Magazine.