Coordinator, Student Business Processes
About The Position
The Coordinator, Student Business Processes plans and supervises administrative, operational, and technical activities for Student Business Services, with moderate authority to make commitments on its behalf. The role may involve tracking and monitoring student refunds, billing, student concerns, and processing work in vendor and partner computer applications. The coordinator supports student business systems and integrations, including Eagle Card, TouchNet, Blackboard, Ellucian Banner, and other partner applications. The position coordinates system upgrades and modifications, serves as a liaison to software vendors and university business offices, troubleshoots application issues, and leads process improvements integrating third-party software with Banner where possible. The role also handles student refund and billing matters. Responsibilities include researching and processing refunds, reviewing requests in accordance with university policy and federal regulations, maintaining current knowledge of financial aid processing and Federal Student Aid funds, and communicating with students and business units to resolve questions and disputes. The position helps maintain related websites, WIKI, and procedure manuals and provides customer service, including handling complaints and complex cases. This is a 100% appointment. Work some nights and weekends during semester openings and off-site events.
Requirements
- Knowledge of business administration principles and report writing tools.
- Strong written and interpersonal communication skills.
- Bachelor's degree in Accounting or a related Business field.
- Previous customer service experience.
- Three years of systems administration experience working with Blackboard, TouchNet Cashiering, BankMobile, or a comparable third-party application.
- Systems integration experience within the last three years.
- Previous experience managing system upgrades.
Nice To Haves
- Bachelor's degree in Accounting Information Systems.
- Ability to define and develop solutions to business needs.
- Ability to communicate effectively in writing and orally.
- Demonstrated ability to work effectively in a team-oriented design and development process.
Responsibilities
- Coordinate software upgrades and modifications for Eagle Card, TouchNet, Blackboard, Ellucian Banner, and other Student Business Services partner applications.
- Serve as the liaison between Eastern Michigan and third-party software vendor partners.
- Identify, document, and troubleshoot application-related issues, assisting users and technical staff.
- Lead process improvements that integrate third-party software with Ellucian Banner where possible.
- Liaise with Controller Department business offices regarding finance integrations.
- Monitor hardware and software needs for vendor partner systems.
- Participate in developing departmental policies and procedures, and implement, monitor, and interpret policy directives concerning system changes.
- Represent the department to administrators and outside agencies, with authority to make commitments on administrative policies and procedures within specified parameters.
- Present for Fast Track and related programs.
- Ensure quality customer service and handle complaints and problem cases.
- Use Banner to research student refunds, non-refundable aid, and time-out disbursements.
- Analyze, prepare, review, and process student refund requests in accordance with university policy and federal regulations.
- Maintain current knowledge of financial aid processing and Federal Student Aid funds, including disbursement methods, credit balances, conditions of disbursement, and student and parent loans.
- Communicate orally and in writing with students and business units to help resolve refund and billing issues.
- Answer and resolve customer disputes, complex problems, and questions concerning refunds.
- Update websites, WIKI, and procedure manuals.
- Work some nights and weekends during semester openings and off-site events.
- Perform related duties and other duties as assigned.
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What This Job Offers
Job Type
Full-time
