Information Specialist

Georgetown University•Lexington, MA

1d•$18 - $27•Hybrid

About The Position

The Information Specialist serves as a front-line representative for Georgetown University’s Revenue and Receivables customer service operations. The role has two primary areas of responsibility: providing financial counseling and customer service about student tuition and fee bills, and carrying out communications projects for student outreach. The position responds to financial inquiries from students, parents, and other stakeholders; provides financial counseling and payment options; and offers general assistance with financial and non-financial matters. It answers questions about student accounts, payment and payment-plan options, scholarship processing, financial aid and student bills, consequences of non-payment, and online account obligations. The specialist explains departmental policies and practices clearly, including billing, tuition assessment, financial aid disbursement, refunds, and financial penalties, and maintains some knowledge of related practices such as financial aid, registration and records, housing and meals, and student health insurance. Service may be delivered in person, by phone, email, the department’s ticketing system, Zoom, or other approved methods. Communications work includes encouraging undergraduate students to establish authorized users for Student Account Services, prompting students to set up electronic refund profiles, and reviewing the departmental website for information that should be updated or presented more clearly. The specialist may also perform other duties assigned by the supervisor. The position works with other information specialists and university and external stakeholders, escalates issues when appropriate, and reports to the Manager of Customer Service.

Requirements

High school diploma or equivalent.
Excellent oral and written communication skills.
Proficiency with email and ability to type at least 45 words per minute.
Proficiency with telephone systems.
Proficiency with Microsoft Office products, including Word and Excel.
Proficiency with Google productivity software, including Gmail, Docs, and Sheets.

Nice To Haves

Bachelor’s degree in business, finance, accounting, or a related field.
Experience in a finance, accounting, or business operation.
Experience in a higher education environment.
Experience with the Banner student record system.
Experience with Workday Financials.
Experience with Fresh Service.

Responsibilities

Respond to student, parent, and other stakeholder inquiries about tuition bills, student accounts, payments, and related financial and non-financial matters.
Provide financial counseling, suggest payment options, and explain payment-plan options.
Explain student account policies and processes, including billing, tuition assessment, financial aid disbursement, refunds, and financial penalties.
Answer questions about scholarship funds, financial aid in relation to student bills, non-payment consequences, and required online account actions.
Provide customer service in person, by phone, email, departmental ticketing system, Zoom, or other departmentally sanctioned methods.
Conduct outreach to undergraduate students to encourage them to establish authorized users in Student Account Services.
Conduct outreach to students to encourage them to establish electronic refund profiles.
Review the departmental website and identify information that should be updated or presented more clearly.
Escalate questions, problems, or other issues to the appropriate manager or specialist.
Serve as a backup to the payment-processing Information Specialist.
Perform other duties assigned by the position’s supervisor.