Associate Bursar of Student Experience/Account Services - UTK

University of Tennessee • Knoxville, TN

31d • $80,000 - $95,000 • Onsite

About The Position

The Associate Bursar for Student role ensures dedicated oversight of customer service staff, escalation management, and consistent service delivery standards. The leader in this position will work to improve satisfaction, reduce complaints, and streamline resolution processes. This role is responsible for serving as a primary point of contact for students, parents, and campus partners regarding student account inquiries. The Associate Bursar plays a critical role in fostering a student-centered approach to financial services and ensuring compliance with institutional policies and regulations.

Requirements

• Bachelor’s degree in Business Administration, Finance, Accounting, or related field required.
• Minimum 3–5 years of experience in student financial services, bursar operations, or higher education finance.
• Experience in a customer service–focused role, preferably in a higher education or financial services environment.
• Strong interpersonal and communication skills with the ability to interact effectively with diverse populations.
• Demonstrate experience with student information systems (e.g., Ellucian Banner, Oracle, TouchNet, Argos).
• Strong understanding of data security, FERPA, and PCI compliance requirements.
• Proficiency with reporting tools (e.g., Cognos, Tableau, SQL, Excel).
• Strong problem-solving, analytical, and project management skills.

Nice To Haves

• Master's Degree
• Prefer 7 years’ related experience in reconciliation, compliance and fee waiver experience in Higher Education in addition to payment processing experience.
• Considerable knowledge of federal, state and university rules and regulations.
• Functional expertise in bursar/student accounts processes
• Strong system and data analysis skills
• Ability to translate functional needs into technical requirements
• High attention to detail and data accuracy
• Strong problem-solving and process-improvement mindset
• Ability to manage multiple priorities and deadlines

Responsibilities

• Lead the delivery of front-line financial services, ensuring timely and accurate responses to student and parent inquiries.
• Serve as the primary resource for students, parents, and staff with inquiries regarding tuition, fees, payment options, and account balances.
• Resolve escalated customer service issues with professionalism, empathy, and efficiency.
• Champion initiatives that improve the overall student financial experience, with a focus on access, equity, and satisfaction.
• Educate students and families on billing processes, financial aid disbursement, refund policies, and payment plans.
• Provide leadership in setting team goals, monitoring progress, and maintaining service standards.
• Work closely with the Bursar and other campus offices (Financial Aid, Registrar, Finance, One Stop) to support seamless financial operations.
• Supervise and train front-line customer service staff and student workers.
• Foster a culture of student-centered service, professionalism, and continuous improvement.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager