Clerk IV; Customer Relations Specialist​/SACL Finance

Overview

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.

• 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.
• Research issues needing resolution and develop solutions that comply with all applicable divisional and University policy and procedures.
• Escalate issues of a more complex nature to the Assistant Director of Purchasing and Process Management or other SACL Finance Leadership, as needed.
• Develop and maintain knowledge base from content acquired from frequent customer/stakeholder interactions.
• Create a welcoming and professional environment for ESOs, CSOs, and SACL colleagues in the SACL Finance Student Union office.
• Monitor and assign cases through SACL Finance utilized electronic systems, such as Salesforce, Campus Pulse and Docu Sign.
• Supervise SACL Finance student staff by posting, interviewing, hiring, training, assigning and scheduling work; conduct student staff and supervisory meetings; approve weekly time submissions; ensure compliance with University student payroll policy; maintain supervisory documentation according to department procedure and maintain student employee handbook.
• Purchasing Functions:
  Assist with ESOs, CSOs, and SACL staff purchase requests and other business requests to ensure compliance with University policies and procedures; ensure proper financial approvals are followed; assist with procurement process by responding to general inquiries from both University staff, students, and vendors.
• Assist with travel/purchasing arrangements for ESOs and CSOs; advise on best purchasing options, use of vendors, and methods of payment; supervise student use of department sign-out bank cards; instruct student/staff on appropriate use and penalties for improper use; assign and track sign out bank cards; review receipts for appropriateness; refer cases of improper use to Assistant Director.
• Maintain appropriate documentation for purchasing, travel reimbursements, and payables in order to meet audit and operations requirements.
• Maintain current knowledge of University purchasing and accounts payable policies, procedures, documentation.
• Departmental Duties:
  Participate in regular staff meetings; monitor student staff and student leader compliance with policy and provide feedback to enhance operation of SACL Finance; provide status information on individual transactions and requests to identify bottlenecks and propose solutions; provide feedback for ongoing improvement and documentation of business processes and resources for SACL Finance; assist in maintenance of templates and forms and other technologies such as Buy Ways, Docu Sign and Campus Pulse;
  
  maintain and troubleshoot issues for technical office equipment including network printers and photocopiers, ensuring machines are stocked and assist with purchasing needs of the SACL Finance Matrix team.

• 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.

• High…