Financial Support Center Specialist Job Code: 4451Grade: G This is initially an 18-month fixed term position and provides the same benefits as a continuing employee; competitive pay that reflects market trends, and benefits that increase financial stability and promote healthy, fulfilling lives. An award-winning employer, Stanford offers an exceptional setting for professionals looking to advance their careers.Description The vision for the Financial Support Center is to support Stanford University in performing financial tasks accurately, efficiently and within policy. This vision transforms the role of customer service from simple resolution of presented problems to proactive guidance and root cause solutions to business problems. This change is driven by intelligent perception from professional front line Specialists who can handle challenging customer contacts and understand the principles of continuous business process improvement. The Center Specialist provides excellent professional customer service, responding to incoming phone and web portal support requests, and offers solutions based on a thorough understanding of university policies, best practices and procedures. The Financial Support Center Specialist primary responsibilities are:
Manage a high volume of incoming calls and support requests
Respond promptly to finance and University policy inquiries
Work to achieve first contact resolution on every call.
Provide appropriate solutions and alternatives within the scope of the job responsibility
Keep detailed records of all customer interactions
Follow up on customer interactions as necessary
Provide feedback on the efficiency/deficiency of processes and trends
Find opportunities to educate the customer by clarifying policies and procedures
Develop and maintain expertise across a range of subject areas, gaining sufficient familiarity with the associated administrative processes to be able to process customer requests accurately and efficiently.
Understand, apply, and ensure compliance with complex internal policies and external regulations which may require interpretation.
Resolve transactional inquiries, escalate broader issues, and respond in a professional and timely manner.
Contribute to development and maintenance of desktop procedures and process documentation for area of responsibility. Understand and participate in cross training on core functions in work area or unit; serve as a back-up to other functions.
Perform moderately complex finance functions, including structured analysis; conduct data mining; identify, clarify, and investigate discrepancies and exceptions.
Resolve issues within immediate work unit; apply ingenuity and creativity to problem analysis and resolution, and recognize exceptions. Perform preliminary analysis, and recommend solutions that may require policy changes or the development of new processes.
* - Other duties may also be assigned Qualifications Education & Experience:Bachelor's degree and two years of relevant experience or combination of education and relevant experience. Knowledge, Skills and Abilities:
Advanced proficiency in business applications, such as Oracle and Microsoft Office suite.
User knowledge and demonstrated experience of financial systems.
Understanding and ability to apply basic accounting skills and concepts.
Demonstrated communication skills, including ability to prepare materials for and clearly and effectively communicate information to internal audiences and client groups.
Basic project management skills and ability to contribute as part of a project team.
Experience in a help desk or call center, handling a high volume of requests.
PHYSICAL REQUIREMENTS*:* - Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job. WORKING CONDITIONS:Occasional extended working hours during peak cycles. WORK STANDARDS:
Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University's Administrative Guide, https://adminguide.stanford.edu.
Stanford is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law. Additional Information
Location: Business Affairs: Financial Management Services (FMS), Redwood City, California, United States Schedule: Classification Level:
Stanford is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.
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Located between San Francisco and San Jose in the heart of Silicon Valley, Stanford University is recognized as one of the world's leading research and teaching institutions. Leland and Jane Stanford founded the University to "promote the public welfare by exercising an influence on behalf of humanity and civilization." Stanford opened its doors in 1891, and more than a century later, it remains dedicated to finding solutions to the great challenges of the day and to preparing students for leadership in a complex world. The University's thriving diverse community is comprised of nearly 7000 undergraduate students, 12000 graduate students, 2000 faculty members, 1900 postdoctoral scholars, and over 11,000 academic and administrative staff in seven schools including several interdisciplinary research centers and institutes. The campus spreads over 8000 contiguous acres and nearly all undergraduates live on campus. Stanford offers bachelor's and master's degrees in addition to doctoral degrees (PhD, MD, DMA and JD) plus a number of professional and continuing education programs and certifications. More at http://facts.stanford.edu and http://www.stanford.edu. Stanford is an equal empl...oyment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Stanford also welcomes applications from others who would bring additional dimensions to the University’s research, teaching and clinical missions.