Clerk IV (Customer Relations Specialist/SACL Finance)

Title: Clerk IV (Customer Relations Specialist/SACL Finance)

Executive Area: Student Affairs & Campus Life

College/School/MBU: Student Affairs Administration

Department: SACL Shared Services

Work Location: Amherst

Schedule: Full Time

Work Arrangement: Onsite

Job Summary

The Customer Relations Specialist (Clerk IV) provides business service support for the Student Affairs and Campus Life (SACL) Finance area including the day-to-day oversight of the Student Union Finance office, customer service specific duties and assisting in the procurement functions.

Essential Functions

Provide phone, email, and online customer support to Established Student Organizations (ESOs), Club Sport Organizations (CSOs), and SACL colleagues in support of divisional and University procurement processes.

Researches issues needing resolution and develops solutions that comply with all applicable divisional and University policy and procedures.

Escalates issues of a more complex nature to the Assistant Director of Purchasing and Process Management or other SACL Finance Leadership, as needed.

Develops and maintains knowledge base from content acquired from frequent customer/stakeholder interactions.

Creates a welcoming and professional environment for ESOs, CSOs, and SACL colleagues in the SACL Finance Student Union office.

Monitors and assigns cases through SACL Finance utilized electronic systems, such as but not limited to, Salesforce, Campus Pulse and DocuSign.

Supervises SACL Finance student staff by posting, interviewing, hiring, training, assigning and scheduling work, conducts student staff and supervisory meetings, approves weekly time submissions, ensures compliance with University student payroll policy, maintains supervisory documentation according to department procedure and maintains student employee handbook.

Purchasing Functions:

Assists with ESOs, CSOs, and SACL staff purchase requests and other business requests to ensure compliance with University policies and procedures, ensures proper financial approvals are followed, assists with procurement process by responding to general inquiries from both University staff, students, and vendors.

Assists with travel/purchasing arrangements for ESOs and CSOs, advises on best purchasing options, use of vendors, and methods of payment, supervises student use of department sign-out bank cards, instructs student/staff on appropriate use and penalties for improper use, assigns and tracks sign out bank cards, reviews receipts for appropriateness, and refers cases of improper use to Assistant Director.

Maintains appropriate documentation for purchasing, travel reimbursements, and payables in order to meet audit and operations requirements .

Maintains current knowledge of University purchasing and accounts payable policies, procedures, documentation.

Departmental Duties:

Participates in regular staff meetings.

Monitors student staff and student leader compliance with policy and provides feedback in order to enhance the operation of SACL Finance, provides status information on individual transactions and requests to identify bottlenecks and propose solutions.

Provides feedback for ongoing improvement and documentation of business processes and resources for SACL Finance, assists as needed in the maintenance of templates and forms and other technologies available, such as BuyWays, DocuSign and Campus Pulse.

As needed, maintains and troubleshoots issues for technical office equipment including network printers and photocopiers, ensures machines are appropriately stocked and assists with purchasing needs of the SACL Finance Matrix team.

Other Functions

Performs other duties as assigned.

Understands responsibilities with respect to Title IX, Clery and other compliance requirements.

Demonstrates capacity, skill, and willingness to engage students and contribute to student success.

Understands responsibilities with respect to conflicts of interest and behaves in ways consistent both with law and with University policy.

Contributes toward creating a positive and respectful workplace.

Uses access to sensitive and/or not yet public University related information only in the performance of the responsibilities of position and exercises care to prevent unnecessary disclosure to others.

Minimum Qualifications

High school diploma or equivalent.

Two (2) years of full-time or equivalent part-time experience that includes customer service and either bookkeeping, procurement, or related experience. A maximum of two (2) years of business-related post-secondary education may be substituted for the required experience.

Excellent organizational ability, ability to handle many tasks simultaneously and effectively.

Ability to establish and maintain harmonious working relationships with persons from varied backgrounds and ability to work in a team setting.

Ability to deal tactfully with others, exercise sound and independent judgment and exercise discretion in handling confidential information.

Ability to understand and carry out oral and written instructions.

Familiarity with spreadsheet, word processing and database packages.

Ability to work in a highly computerized environment.

Ability to exercise sound judgement in assessing compliance with policy where staff and/or students’ demands conflict with the University.

Ability to communicate effectively in writing and verbally.

Preferred Qualifications

Knowledge of University and SACL rules, policies, procedures, and requirements.

Knowledge of current University financial processing/reporting system software, i.e. PeopleSoft, Summit Reporting systems and BuyWays Procurement system.

Additional Details

The expected schedule for this role follows the academic year and includes work during winter intersession.

Working Conditions

Work is performed in a standard office or indoor university environment and involves minimal physical exertion.

Work Schedule and Work Arrangement

M-F; 9:00am - 5:00pm.

Minimum 35 weeks per year.

Salary Information

Pay Grade: USA/MTA Grade 13

Special Instructions for Applicants

Along with the application, please submit a resume. References will be checked at the finalist stage. Please be prepared to provide contact information for three (3) professional references.

This position will remain open for the time period required by any applicable collective bargaining agreement and will continue until a suitable candidate pool is identified. Interested applicants are strongly encouraged to apply early.