Accessible, affordable, and career-focused, Berklee Online is the premier innovator and largest provider of worldwide music education. Since 2002, Berklee Online has provided more than 75,000 students from 144 countries the renowned curriculum of Berklee College of Music, at a fraction of the cost. Students receive expert music instruction and unparalleled networking opportunities through Berklee Online's master's programs, bachelor's degree majors, certificate programs, and more than 200 courses. Berklee Online has received dozens of national awards in recognition of quality programming, instruction, and innovation in online education, and most tellingly, earned an unprecedented 97 percent student satisfaction rate in a recent graduate survey. Students emerge from Berklee Online with a portfolio of professional work--cultivated by critical feedback from Berklee College of Music's same legendary instructors--and the skills to exceed the demands of a rapidly evolving music industry.
Reporting to the Senior Director of Finance for Berklee Online this position supports the Director with a variety of Berklee Online finance processes. They maintain all incoming and outgoing student, parent, or customer communication. They function as a Salesforce lead and update and maintain all CRM communication templates, dashboards, and reports. They provide impeccable customer service and handle all inquiries with a sense of urgency. They are responsible for supervising, training, and on boarding new staff, temporary support, and student employees, and managing direct reports. Assists the Director with leading projects.
Essential Duties and Responsibilities:
This position serves as a key individual interacting with all areas of Student Services within Berklee Online, including Academic Advising, Student Success, Registrar, and Student Support.
Works collaboratively with campus offices such as the Office of Financial Aid, and Office of Student Accounts.
Provides the Director with monthly measurable data metrics regarding student and customer related email and call volume. Quantifies student and or customer related issues, and proposes short and long-term solutions.
Develops and maintains Customer Relationship Management Knowledge base.
Creates, innovates, and identifies ways to improve the student experience.
Works with other student services stakeholders to build a social media presence. Responds to all finance inquiries through Facebook as needed.
Supports the Director with the annual issuance of 1098-T forms to all students per IRS regulations. Maintains awareness of regulatory changes with this reporting process for 1098-T forms as well as other tax forms requested. Implements reporting requirement changes within legacy systems.
Processes Student Account adjustments within College and Legacy systems.
Maintains collections for all third-party billing, scholarship billing, and student accounts receivable.
Posts miscellaneous charges to student accounts.
Works collaboratively with the campus in handling of abandon property according to the college's guidelines and state regulations.
Coordinate's student refund processes, including processing credit balance refunds monthly.
Supports the Director in establishing tuition due dates, annual payment plan parameters, and adjusting plan balances as needed.
Supports the Director with Berklee Online term-related processes including withdrawal processing, application of late fees, and billing adjustments.
Works to maintain content on Berklee Online web pages, including financial policies, and payment method information.
Runs the weekly finance hold process.
Trains as a Veterans Certifying Official. Processes awards as needed.
Other duties as assigned.
Works additional hours during heavy enrollment cycles.
Knowledge and Skills Required:
Strong interpersonal and follow-up skills to conduct all relations with students, parents, faculty, administrative and support staff in a professional manner. Articulate, professional, pleasant, service-oriented telephone manner.
Ability to function well under pressure and maintain a pleasant customer service attitude. Must be detail oriented, and a self-starter. Very organized and detail oriented.
Ability to work quickly and accurately with minimal supervision. Strong problem solving and analytical skills.
Experience with Workday, Colleague, and Salesforce a plus.
Bachelors Degree and 2-3 years' experience in student account services in a Higher Education setting
5 years successful customer service experience. Knowledge of business management practices. Knowledge of student refunds in accordance with Title IV guidelines is preferred.
Previous experience in a college business, student accounts, or financial aid office preferred.
Experience in Microsoft Office Suite, proficiency with Word and Excel.
Ability to meet or exceed established deadlines in a fast-paced environment.
Ability to work on multiple, unique projects simultaneously, with minimal direction.
Applicants who are both interested and qualified should submit the following materials: * Cover letter that addresses the applicant's capabilities and experiences. * A resume or CV.
Currently enrolled Berklee students may not apply for staff or faculty positions.
The above information on this position description has been designed to indicate the general nature and level of work performed by individuals within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Requirements are subject to possible modification to reasonably accommodate qualified individuals with disabilities. This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.
External and internal applicants, as well as position incumbents who become disabled as defined under the Americans With Disabilities Act, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.
Incomplete applications will not be considered. The position will remain open for applications until filled.
Berklee is committed to increasing the diversity of the college community and the curriculum. Candidates who can contribute to that goal are encouraged to apply and to identify their strengths in this area.
Employee Type: Staff
Internal Number: R0003334
About Berklee College of Music
The mission of Berklee College of Music is to educate, train, and develop students to excel in music as a career. Developing the musicianship of all our students is the foundation of our curriculum. We believe that the lessons and qualities derived from that work?the self-discipline needed for excellence, the empathy required of music making and the openness and inquisitiveness essential to creativity?are critical to achievement in any pursuit, musical or otherwise; and that music is a powerful catalyst for personal growth, which is central to any collegiate experience. Founded on jazz and popular music rooted in the African cultural diaspora, our comprehensive curriculum is distinctly contemporary in its content and approach, and embraces the principal musical movements of our time. Through a course of scholarly and practical learning experiences integrating performance and writing, our curriculum covers the variety of influential styles, relevant technologies, and career opportunities open to today's music professional.
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