Information Specialist

Information SpecialistGeorgetown University comprises two unique campuses in the nation's capital. With the Hilltop Campus located in the heart of the historic Georgetown neighborhood, and the Capitol Campus, just minutes from the U.S. Capitol and U.S. Supreme Court, Georgetown University offers rigorous academic programs, a global perspective, and unparalleled opportunities to engage with Washington, D.C. Our community is a close-knit group of remarkable individuals driven by intellectual inquiry, a commitment to social justice, and a shared dedication to making a difference in the world.The Information Specialist serves as a front-line representative for Revenue and Receivables' customer service operations. There are two major responsibilities associated with this position:Financial counseling and customer service related to the student tuition and fee billCommunications projects for outreach to the student populationFinancial counseling and customer service includes: Response to student, parent, or other stakeholder financial inquiries, provision of financial counseling, suggestion of payment options, and provision of general assistance in financial and non-financial matters. As part of the customer service function, this position answers questions about student accounts, payment options, payment plan options, the processing of scholarship funds, "full-need" as it relates to the student's financial aid award and the student bill, financial and non-financial penalties due to non-payment, and student obligations to perform certain functions on the web as it relates to their university account. This position is expected to be able to explain departmental policies and practices (such as billing, tuition assessment, financial aid disbursement, refunding of overpayment, and assessment of financial penalties) clearly and concisely. This position is expected to have some knowledge of related department practices and policies, including but not limited to, student financial aid, registration and records, meals and housing, and student health insurance.Financial counseling and customer service may be in-person, over the phone, via email, utilizing the departmental ticketing system, via Zoom, or in any other departmentally-sanctioned method.Communications projects include, but are not limited to:Outreach to undergraduate students to assure that they establish authorized users of the Student Account Services system, so that parents and other authorized payers may receive billing statements and pay on behalf of studentsOutreach to all students to assure that they have established electronic refund profiles so that overpayments of the student account can be refunded to them quickly, conveniently, and at low-cost.Regular review of the departmental website to collect suggestions for updated information based on policy updates, procedure updates, or improvements in form to deliver information more concisely or in in a more understandable fashion.The Information Specialist will perform all duties and responsibilities, including those not outlined in this position description but assigned by the position's supervisor, in a manner befitting a professional person in the Revenue & Receivables department.Work InteractionsThis position reports to the Manager of Customer Service. Performance evaluations will be performed by the Manager of Customer Service. The position operates with two other information specialists working under the Manager of Customer Service to provide the first line of service to the more than 25,000 unique students who attend Georgetown University each year, as well as the parents, guardians and other third parties associated with students, such as financial advisors, 529 plans, scholarship-granting organizations, banks, credit card companies.Within the organization, this position also interacts with the Associate Director for Customer Accounts on a regular basis, and acts as a back-up to payment processing Information Specialist. This position determines when to escalate questions, problems, or other issues to the Manager, to a specialist such as the department's Managers of Active Student Receivables, Manager of Sponsored Student Receivables, Manager of Inactive Students, or to higher-level management (Associate Directors, Deputy Directors, or Directors).In its function as a communication projects specialist, this position interacts with the university's Communications team. Outside of the department, this position interacts with various representatives across the university who have interest in students' financial well-being, ranging from registrar's office records specialists, financial aid counselors, assistant and associate deans, and other academic program managers.Requirements and QualificationsHigh School diploma or equivalentExcellent oral and written communication skillsProficiency with email (ability to type at least 45 WPM) and telephone systemsProficiency with MS Office suite of products (Word, Excel)Proficiency with the Google Suite of Productivity Software (Gmail, Docs, Sheets)Preferred QualificationsBachelor's degree in business, finance, accounting, or related fieldExperience in a finance, accounting, or business operationExperience in a higher education environmentExperience with the Banner student record systemExperience with Workday FinancialsExperience with Fresh ServiceWork Mode DesignationThis position has been designated as On-Campus. Please note that work mode designations are regularly reviewed in order to meet the evolving needs of the University. Such review may necessitate a change to a position's mode of work designation. Complete details about Georgetown University's mode of work designations for staff and AAP positions can be found on the Department of Human Resources website.Pay Range:The projected salary or hourly pay range for this position which represents the full range of anticipated compensation is:$18.40 - $27.33Compensation is determined by a number of factors including, but not limited to, the candidate's individual qualifications, experience, education, skills, and certifications, as well as the University's business needs and external factors.Current Georgetown Employees:If you currently work at Georgetown University, please exit this website and login to GMS (gms.georgetown.edu) using your Net ID and password. Then select the Career worklet on your GMS Home dashboard to view Jobs at Georgetown.Submission Guidelines:Please note that in order to be considered an applicant for any position at Georgetown University you must submit a resume for each position of interest for which you believe you are qualified. Documents are not kept on file for future positions.Need Assistance:If you are a qualified individual with a disability and need a reasonable accommodations for any part of the application and hiring process, please visit the Office for Equal Opportunity Compliance website for general information about requesting accommodations, as well as information about requesting accommodations specifically for applicants. You also can also contact the Office for Equal Opportunity Compliance at View phone number on click.appcast.io or View email address on click.appcast.io some assistance with the application process? Please call View phone number on click.appcast.io. For more information about the suite of benefits, professional development and community involvement opportunities that make up Georgetown's commitment to its employees, please visit the Georgetown Works website.EEO Statement:GU is an Equal Opportunity Employer. All qualified applicants are encouraged to apply, and will receive consideration for employment without regard to age, citizenship, color, disability, family responsibilities, gender identity and expression, genetic information, marital status, matriculation, national origin, race, religion, personal appearance, political affiliation, sex, sexual orientation, veteran status, or any other characteristic protected by law.Benefits:Georgetown University offers a comprehensive and competitive benefit package that includes medical, dental, vision, disability and life insurance, retirement savings, tuition assistance, work-life balance benefits, employee discounts and an array of voluntary insurance options. You can learn more about benefits and eligibility on the Department of Human Resources website.