General Summary

Plan and supervise administrative, operational, and technical activities with moderate authority to make commitments on behalf of Student Business Services. This may include tracking and monitoring student refunds, billing, student concerns, and processing in various vendor/partner computer applications.

Principal Duties and Responsibilities

• Coordinate system software upgrades and modifications as they relate to Eagle Card, Touchnet, Blackboard, Ellucian Banner, and all other Student Business Services partner computer applications.
• Serve as liaison between Eastern Michigan and all 3rd party software vendor partners.
• Identify, document and troubleshoot application related issues and assist users and technical staff accordingly.
• Responsible for leading process improvements integrating 3rd party software with Ellucian Banner where possible.
• Act as liaison with various business offices in the Controller Department regarding all Finance integrations.
• Monitor and track equipment needs, such as hardware and software for vendor partner systems.
• Participate in the development of departmental policies and procedures, with general responsibility for the implementation, monitoring, and interpretation of policy directives concerning any system changes.
• Represent the department to other administrators and to outside agencies, with authority to make commitments on administrative policies and procedures within specified parameters.
• Present for Fast Track and other related programs.
• Ensure quality customer service, handle complaints, and problem cases.
• Utilize Banner to complete job responsibilities such as research student refunds, non-refundable aid, and time out disbursements.
• Analyze, prepare, review and process all student refund requests while adhering to university policy and federal regulations.
• Maintain current knowledge of processing financial aid and managing FSA funds, including methods of disbursement, credit balances, condition of disbursement, and student and parent loans.
• Provide oral and written communication to students and other business units to help resolve refund and billing issues that students may encounter.
• Answer and/or resolve customer disputes, complex problems, and questions concerning refunds.
• Update websites, WIKI, and procedure manuals.
• Work some nights and weekends during the opening of semesters and off-site events.
• Perform related duties, as required. Other duties as assigned.

Minimum Qualifications:

Knowledge of business administration principles and report writing tools with strong skills in written and interpersonal communication.

Bachelors Degree in Accounting or related Business field is required.

Bachelors degree in Accounting Information Systems is desirable.

Previous experience in customer service is required.

Three years of systems administration experience working with Blackboard, TouchNet Cashiering, BankMobile, or a comparable 3rd party application, is required.

Experience within the last 3 years with systems integration is required.

Previous experience managing system upgrades is required.

Preferred Qualifications:

Ability to define and develop solutions to business needs is necessary.

Ability to communicate effectively both written and oral is necessary.

Demonstrated ability to work effectively in a team-oriented design/development process is necessary.

Special Instructions:

N/A