Tennessee State University Bursar's Office invites applications for the position of Customer Service Manager. Customer Service Managers work as an integral part of a team to ensure compliance with university, state, and federal regulations governing student billing and payments including federal loans. In this position, the Customer Service Manager supports the Bursar, Associate Bursar, and Assistant Bursar in accounting functions within cashiering, accounts receivable, loans, collections, budgeting processes, and other areas. In addition, this position manages and is directly responsible for the output of the Customer Service Coordinators and Customer Service Specialist team members within the Bursar's Office. This is an on-site position that will work with colleagues across multiple departments and programs, including Financial Aid, General Accounting, Registration, Enrollment Management, and other campus departments and external
constituents. This position serves as the principal reconciler with receivables and other deposits to the bank.
Responsibilities of the Customer Service Manager

Oversees all cashiering, customer service, contract billing, third-party billing, and Bursar Office orientation event participation.

Creates and delivers orientation presentations. Ensures adequate staffing for events and trains participants.

Provides input for planning and automation as well as leadership in recommending and implementing state-of-the-art practices.

Prepares marketing and outreach materials.

Oversees the resolution of student inquiries and orientation processes

Audits vault and all functions of cashier and customer service team members.

Ensures backup documentation for each transaction has been turned over to the accounting team daily.

Regularly review the quality of the team's output.

Remains current on trends, regulations, policies, and best practices in student accounting services, accounts receivable analysis and reporting, and educational financing.

Maintains excellent working relationships with external vendors to ensure service levels and support meet expectations and limit system downtimes.

Prepares and reviews Bursar Office policy and procedures documentation for the Financial Analysts and Reconciliations division.

Work closely with other student services offices, Financial Aid, Student Housing, and Records Office.

Reviews and recommends Collection Agency contractual relationships to senior leadership.

Reconciles all assignments and invoices from each agency placement.

Prepares accounts for auditors and or litigation defenses.

Enforces the Accounts Receivable Procedures Manual rules and regulations for all Customer Service Coordinators and Customer Service Specialists.

Performs performance evaluations.

Other duties as assigned.