Operations and Support Coordinator, University Financial Services

University of Denver•Denver, CO

2d•Hybrid

About The Position

At University Financial Services (UFS) our primary role is to oversee and manage incoming and outgoing funds for the University. The five departments within University Financial Services provide various financial services, training, and support to the DU community. The UFS Operations & Innovative Department is passionate about providing exemplary service and resources while collaborating with other departments to reduce the administrative burden on Faculty and Staff. We strive to be a trusted and innovative partner in support of the DU community. As an Operations and Support Coordinator, you must be passionate about customer service, problem- solving and have an expertise in a variety of UFS functions. The ideal candidate for this position is: An excellent communicator on all platforms, including telephone, e-mail and chat Driven to provide a best-in-class customer service experience Unsatisfied with the phrase “We’ve always done it this way.” Accommodating and even-tempered Comfortable with customer service technologies including ticketing, knowledge base, and inbox management Practices sound judgment in decision making and dealing with sensitive situations Passionate about trying new things Comfortable working with a diverse group of people with varying levels of proficiency Willing to see opportunities for growth, improvement, and innovation in successes and nonsuccesses alike Determined to see a problem through until a solution that is best for the customer is found Excited to be part of a team of experts and innovators. Position Summary This is a full-time benefited position which may be eligible for hybrid remote work based on the ability to complete essential job functions off-campus. This position reports to the Director of Operations & Innovative Solutions. Customer Service: The Operations and Support Coordinator spends 80% of their time assisting customers in the ticketing system, on the phone and in-person (or zoom), and is the first point of contact for the inquiries that come into the UFS Center. This position serves as a gatekeeper to other departments and requires expertise in DU policies and processes, leveraging technology to achieve a high level of service, and engaging with the community in a professional and courteous manner. This role requires a detail-oriented problem solver who is well organized. Project-Based Coordination: 10% of the time spent in this position is focused on project-based coordination which varies based on assignments and may change throughout the year. Included in this are projects assigned in the UFS knowledge base which is a key communication platform for UFS customers. Operating under limited supervision, this position assists the Director and Sr. Specialist oversee daily operational needs for the Division (ordering supplies, work orders, team events). Training Support: 10% of time in this position is focused on supporting the Training and Communication Manager conduct monthly training sessions, one-on-one support events and representing the division at campus events. This position serves as an active presence and resource during training.

Requirements

2-3 years of customer service experience or phone support experience
High School Diploma or GED
Understanding of higher education environment
High aptitude for multiple technologies and change
Can professionally communicate effectively with a diverse community

Nice To Haves

Bachelor’s degree
Fluent in Spanish and English (read, speak, write)
Experience using: Concur
Experience using: Kronos
Experience using: Banner
Experience using: Fresh Desk

Responsibilities

First point of customer contact for inquiries regarding Travel and Expense, Timekeeping, Accounts Payable, Contracts, Procurement and Payroll
Research solutions for customers when a standard process or procedure will not satisfy their needs
Ensure that customer inquiries are resolved in a timely manner
Work with highly confidential information and maintain confidentiality
Build and maintain strong relationships across campus by providing high level service
Thoroughly document conversations as they occur and escalate calls as necessary
Identify issues with administrative processes that create challenges for our customers and play an active role in implementing solutions
Seek out and take advantage of opportunities for professional development
Assists the Director and Sr. Specialist oversee daily operational needs for the Division (ordering supplies, work orders, team events).