Job description
Position Purpose
The Financial Center Specialist, in collaboration with the Financial Center team, uses a proactive/collaborative approach, technical expertise, automated tools and various aspects of the financial management system to provide outstanding customer service to the Dartmouth community with emphasis on timeliness and accuracy. The Financial Center Specialist analyzes and processes transactional requests received within the Center via a variety of methods.
Description
Required Qualifications - Education and Yrs Exp
1-2 years of experience
Required Qualifications - Skills, Knowledge and Abilities
- Ability to effectively communicate to all customers and staff with strong customer service and listening skills.
- Working knowledge of federal/state payroll/employment regulations, typical HR/Payroll policies & procedures.
- Advanced problem solving, resolution and analytical skills and the ability to prioritize and manage time.
- Able to work under pressure of time constraints and ability to multi-task.
- Projects a professional image and use proper telephone and e-mail etiquette.
- Excellent data entry skills and attention to detail.
- Demonstrated proficiency in the Microsoft Suite, FileMaker Pro, the Internet and e-mail etiquette.
- Excellent keyboarding/typing skills.
- Possesses basic math skills (addition, subtraction, division, multiplication, percentages).
- Adaptable to change.
- Strong commitment to a diverse working environment and to serving the needs of a large and diverse community.
Preferred Qualifications
- High school diploma
- Two years of customer service, payroll/hr processing or other directly related experience
- Experience with data entry, College financial management systems, and Microsoft Suite
- Additional training in customer service helpful.
Department Contact for Recruitment Inquiries
Amanda Bushor
Department Contact Phone Number
603-646-2028
Department Contact for Cover Letter and Title
Amanda Bushor, Director ASFC
Department Contact's Phone Number
603-646-2028
Equal Opportunity Employer
Dartmouth College is an equal opportunity/affirmative action employer with a strong commitment to diversity and inclusion. We prohibit discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, veteran status, marital status, or any other legally protected status. Applications by members of all underrepresented groups are encouraged.
Background Check
Employment in this position is contingent upon consent to and successful completion of a pre-employment background check, which may include a criminal background check, reference checks, verification of work history, and verification of any required academic credentials, licenses, and/or certifications, with results acceptable to Dartmouth College. A criminal conviction will not automatically disqualify an applicant from employment. Background check information will be used in a confidential, non-discriminatory manner consistent with state and federal law.
Is driving a vehicle (e.g. Dartmouth vehicle or off road vehicle, rental car, personal car) an essential function of this job?
Not an essential function
Special Instructions to Applicants
Dartmouth College has a Tobacco-Free Policy. Smoking and the use of tobacco-based products (including smokeless tobacco) are prohibited in all facilities, grounds, vehicles or other areas owned, operated or occupied by Dartmouth College with no exceptions. For details, please see our policy.
https://policies.dartmouth.edu/policy/tobacco-free-policy
Additional Instructions
Key Accountabilities
Description
Customer Service/Troubleshooting
- Delivers services within Financial Center according to established benchmarks.
- Provides support to Finance Center Analysts by researching and providing data as requested
- Accurately identifies customer issues based upon telephone or in person interviews and executes effective method for resolution.
- Provides policy interpretation utilizing on-line tools.
- Delivers exceptional customer service, ensure responsiveness and accuracy. Logs caller inquiries, messages, and resolutions.
- Handles an assigned telephone volume and/or walk-in inquiries from a variety of customers both internal and external.
- Utilizes multiple systems to obtain and record information.
- Participates in customer specific training.
- Prepares basic reports in both Excel and Word; transfers data from Oracle or other systems to Excel for distribution.
Percentage Of Time
20%
Description
Triage of Center Calls
- Analyzes customer issues and proactively escalates critical or expertise specific issues to the Director of Operations or another designated divisional fiscal officer.
- Assumes ownership of initial inquiry until issue is dispatched to another responsible staff member for resolution.
- Executes follow-up as necessary, or as directed by the Director of Operations, to assure timely response.
- Recognizes technical issues and notifies technical support (liaison) for resolution and follow-up.
- Uses the issues call tracking system to provide timely and accurate responses to customers, and follow-up of triaged issues.
Percentage Of Time
15%
Description
Data Entry
- Responsible for the accurate review/interpretation, data entry and auditing of requests into the financial management systems, including PA Smartform, Procurement, Pcard, General Ledger, journals, etc.
Percentage Of Time
20%
Description
Planning
- Plans and prioritizes daily customer contacts.
- Plans routine research projects and executes corrective actions in an accurate and timely manner.
- Collaborates with Operations Director and team to routinely standardize current processes and seek out process improvements to ensure consistency and accuracy.
Percentage Of Time
15%
Description
Professional Development
- Cross trains with other team members to assure adequate coverage, accurate and consistent information and timeliness.
- Attends functional workshops, training in order to remain/become proficient in necessary systems standards.
- Attends personal development training workshops.
- Attends customer service workshops.
Percentage Of Time
5%
Description
Systems
- As directed by the Director of Operations and using established procedures, performs testing for scheduled upgrades or changes to reports, screens, etc.
- Utilizing training uses a base knowledge of Oracle, the Microsoft Suite, specifically Word and Excel, produces reports or information for the Director of Operations or other divisional fiscal officers.. Other software or hosted systems may also be used as systems are improved or changed.
Percentage Of Time
25%
-
Demonstrates a commitment to diversity, inclusion, and cultural awareness through actions, interactions, and communications with others.
-
Performs other duties as assigned
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