Provide information, guidance, and referrals to the University community and external customers through effective intake, diagnosis, resolution/routing of customer inquiries via telephone calls and web forms. The Analyst, Finance Service Center will administer incidents and service requests on behalf of the University community, through triage with available tools and documented protocols to ensure continuous improvement and a greater understanding of the solution.
Handling customer contact in a manner that supports the service center objectives and performance goals, by answering inquiries promptly and in a professional manner
Determining resolution within the Service Center, i.e. at a Tier 1 level, or routes to appropriate business unit, i.e. escalation to Tier 2 level, or CUIT service desks
Providing effective and quick resolution and tracking and providing update to the customer, through maintaining ownership of escalated inquiries, following up on inquiries not immediately resolved and providing timely updates to customers
Assisting the Service Center Manager and Director and other members of the Finance Division by effectively providing feedback from customers, identifying training and communication needs, and assisting in the development and communication of policies, procedures, and user support tools
Resolution of issues at a Tier 1 level include, but are not limited to: explanation of key concepts and system functionality to assist with questions related to running reports, the general ledger, chart of accounts, journal entries, cost transfers, budget checking, encumbrance management, receiving, matching, workflow, finance reporting, system access authorization, converted financial data, historical financial data, etc.
Explanation and coaching around financial systems and ARC functionality; provision and/or clarification of accurate financial policy and procedure information through the referral to appropriate job aids, tools and resources
As a primary provider of policy, the Analyst is regularly evaluated and monitored through ongoing review of call recordings, web responses and live calls to ensure accuracy, compliance and consistency of information and effective promotion of compliance to policies and regulations, and a high quality customer service experience
The Analyst provides reinforcement of training to University staff involved in Finance transactions, on a core set of Finance policies, procedures and system functionality
Serves as a back-up for business officers within business units who directly receive customer inquiries via web forms, by assuming intake queues, conducting basic triage on cases, providing resolution and routing based on protocols
Will be cross-trained on People at Columbia (PAC) functionality, processes and policies to provide back-up support to the PAC Service Center as needed
Performs other related duties and special projects as assigned.
Bachelor's degree and/or equivalent required; minimum of three years related experience required
Experience with PeopleSoft or Enterprise system equivalent preferred. Some customer relationship management/call center experience preferred. Experience responding to high volume customer inquiries/requests and working with customer service software preferred. Higher education experience or experience in other large, complex organizations preferred.
Demonstrated knowledge/management of complex finance functions including accounting principles, general ledger, chart of accounts, journal entries, cost transfers, budget checking, encumbrance management, receiving, matching, workflow, finance reporting, fiscal cycle, project lifecycle required. Proficiency in Microsoft Office (Word, Excel) required. Required to demonstrate proficiency in a range of topic areas, including finance functional knowledge, as measured through a series of tests that will be administered. Excellent interpersonal, oral and written communication skills, including a high level of attention to detail required. Strong customer service skills and a demonstrated ability to work in a high pressured, fast paced environment required. Ability to critically and analytically assess customer inquiries, effectively use insight, judgment, knowledge and provided resources to determine resolution, required. Must be able to work effectively with minimal supervision, successfully incorporating established protocols to consistently ensure regulatory/policy compliance, operational effectiveness and high-quality customer service experience. Strong time management skills required to effectively manage time and priorities for caller issues. In addition, the ability to work closely and effectively with a diverse group of University administrators characterized by relationship building skills is essential. Must be able to negotiate issues, resolve problems and demonstrate effective listening skills. The successful candidate must be able to work well with all levels of staff and management, both internally and externally, be flexible in nature, with an open and collaborative style that encourages teamwork and cooperation beyond the immediate team. Must possess a passion for excellent customer service and commitment to exceptional quality.
Equal Opportunity Employer / Disability / Veteran
Columbia University is committed to the hiring of qualified local residents.
Internal Number: 501183
About Columbia University
Columbia University is one of the world's most important centers of research and at the same time a distinctive and distinguished learning environment for undergraduates and graduate students in many scholarly and professional fields. The University recognizes the importance of its location in New York City and seeks to link its research and teaching to the vast resources of a great metropolis. It seeks to attract a diverse and international faculty and student body, to support research and teaching on global issues, and to create academic relationships with many countries and regions. It expects all areas of the university to advance knowledge and learning at the highest level and to convey the products of its efforts to the world.