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University of Massachusetts Amherst Clerk IV in Amherst, Massachusetts

Clerk IV

Apply now ( Job no: 522351

Work type: Staff Full Time

Location: UMass Amherst



Categories: Administrative & Office Support

About UMass Amherst

UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate and professional degrees. The University sits on nearly 1,450-acres in the scenic Pioneer Valley of Western Massachusetts and offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region.

Job Summary

This position works with students to resolve overdue bills and manage their Perkins Loans, and reports to the Customer Service Manager.

Essential Functions

  • Exercise professional judgement and if appropriate approve and process loan forbearance requests, loan cancellations and deferments for students with outstanding Perkins Loans.

  • Work with students and approve long term payment agreements for past term balances. Enter payment agreement into the ECSI system for payment management.

  • Provide customer service to students and parents as part of the overall customer service team. This includes phone, in person and written communications.

  • Assist with student billing and loan inquiries from students, families and external agencies.

  • Create, record and process various external agency invoices as needed; arrange for payment of outstanding balances owed by the University to our vendors.

  • Use ImageNow to store and manage images of agreements, forms and correspondence related to student loans and payment agreements.

  • Review student financial records for accuracy, making corrections and adjustments as needed. Provide account analysis on student accounts and loans.

  • Provide resolution on disputed accounts, which requires research, documentation of prior account activities, and review of all forms and correspondence related to the account in question.

  • Exercise professional judgment and if appropriate, remove late fees and registration holds for students in accordance with office policies.

Other Functions

  • Perform other duties as assigned.

Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

  • High school diploma or equivalent.

  • Customer service experience working in a business office setting, with progressive increase in responsibilities.

  • Strong interpersonal skills, including experience working with diverse populations.

  • Knowledge of general debt collection practices.

  • Excellent written communications skills.

  • Ability to determine student employee training needs and provide or arrange that training.

  • Ability to supervise student staff, including hiring, scheduling, performance evaluations and initiating disciplinary action if required.

  • Ability to use sound judgment in normal and high stress situations.

Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

  • Knowledge of Bursar’s Office policies and procedures.

Physical Demands/Working Conditions

  • Typical office environment.

Work Schedule

  • Monday – Friday, 8:30am to 5:00pm.

Salary Information

  • USA/MTA Non-Exempt Grade 13.

Special Instructions to Applicants

Along with the application, please submit a resume. References will be checked at the finalist stage. Please be prepared to provide contact information for three (3) professional references.

UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, caste, creed, sex, age, marital status, national origin, disability, political belief or affiliation, pregnancy and pregnancy-related condition(s), veteran status, sexual orientation, gender identity and expression, genetic information, natural and protective hairstyle and any other class of individuals protected from discrimination in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University. To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans. It is the policy of UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.

Advertised: Feb 27 2024 Eastern Standard Time

Applications close: May 25 2024 Eastern Daylight Time