The University of Michigan Shared Services Center (U-M SSC) is a customer service organization focused on providing user-friendly and cost effective administrative services to the university community. The SSC offers key financial and human resource transaction services to customers through consistent processes and enabling technology.
Reporting to the Finance Customer Care Supervisor, each Finance Customer Care Associate serves as a critical member of the finance team at the Shared Services Center. The Finance Customer Care Associate is responsible for providing first contact resolution for all finance-related inquiries and requests from University of Michigan departments and suppliers, reconciling supplier statements, providing verbal verifications of employment, and escalating complex transactions to other SSC units based on defined criteria. The Finance Customer Care Representatives work collaboratively with their colleagues, business partners, customers, and other SSC units.
Maintain knowledge of and adhere to University of Michigan policies and procedures
Gain a technical working knowledge of university financial systems, including M-Pathways, PeoplePay, Concur Travel and Expense, and M-Marketsite
Investigate and respond to customer requests and inquiries on finance-related topics including Accounts Payable, Accounts Receivable, Travel & Expense, Procurement, Supplier Maintenance, Verification of Employment, and other general inquiries by phone and email
Demonstrate effective communication and problem-solving skills to identify and research responses while responding to customers in an accurate, timely, and professional manner
Educate customers on how to find information on the Procurement Services website and in the M-Pathways system to best support their needs
Prioritize and complete work received throughout the day along with other assigned projects, while simultaneously receiving inbound calls from customers
Research and reconcile past due invoices listed on supplier statements
Handle a high volume of financial inquiries and requests using a ticket management tool to open, document, process, and resolve tickets
Communicate via email and phone to collect additional information and provide updates on ticket status as necessary
Triage tickets appropriately to ensure correct and timely follow up
Identify trends pertaining to customer questions or needs and communicate those to management for customer outreach, training, and support documentation revisions
Suggest and create new knowledge base content to keep information current and up-to-date
Apply key Lean principles, concepts, and tools for continuous process improvement in support of the SSC’s mission and goals
Other duties as assigned
High School diploma
Proven ability to work efficiently and effectively delivering high quality work in a fast-paced, ever-changing work environment
Demonstrated ability to deliver excellent customer service
Superior verbal, written, and electronic communication skills
Proven attention to detail
Strong research and problem-solving skills
Ability to use discretion and good judgment with sensitive material
Demonstrated history of building collaborative relationships in the workplace
Familiarity with Microsoft Office and Google Suite applications
The University of Michigan, with an operating budget of more than $10 billion, is a leader in higher education. U-M SSC provides administrative support related to financial and human resources in the following areas: Accounts Payable, Travel and Expense, General Accounting, Accounts Receivable, Benefits, HR Data Management, Time and Leave, and Employment Process. To learn more about U-M SSC, please visit our website:www.SSC.UMICH.edu.
We offer our employees an extensive total compensation package including competitive pay, a two-for-one retirement contribution, a variety of health insurance options, and a generous vacation plan. In addition, there are seven paid holidays and four paid season days.
The Shared Services Center seeks to recruit and retain a diverse workforce as a reflection of our commitment to serve the diverse people of Michigan, to sustain the excellence of the university, and to offer our students richly varied disciplines, perspectives and ways of knowing and learning.
Note: Candidates for this position must be legally authorized to work in the United States. Visa sponsorship is not available for this position.
Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.
The University of Michigan is an equal opportunity/affirmative action employer.
U-M COVID-19 Vaccination Policy
COVID-19 vaccinations are now required for all University of Michigan students, faculty and staff across all three campuses, including Michigan Medicine. This includes those working or learning remotely. More information on this policy is available on the Campus Blueprint website or the U-M Dearborn and U-M Flint websites.
A great university is made so by its faculty and staff, and Michigan is recognized as one of the best universities to work for in the country. The Michigan culture is known for engaging faculty and staff in all facets of the university to create a workplace that is vibrant and stimulating.For two consecutive years, the Chronicle of Higher Education has placed U-M in its "Great Colleges to Work For" survey. In particular, the university earns high marks for strong relations between faculty and administrators, a collaborative system of governance, strong pay and benefits, and a healthy work/life balance.