Call Center Analyst

Recruitment Title: Call Center Analyst

Job Classification: 8221CL - Fin Pro 1-Call Center

Position Overview:

Join the University of Minnesota's dynamic University Financial Helpline team as a Call Center Analyst where you will play a pivotal role in addressing inquiries related to financial policy, procedures, and system usage. As a Call Center Analyst, you will be responsible for interpreting and troubleshooting data and transactions, rerouting financial transactions, and facilitating access to enterprise financial systems.

This position goes beyond traditional call center roles, as it involves providing comprehensive finance-business-process support systemwide to both internal University employees and external audiences. Your expertise will be instrumental in ensuring a seamless and efficient resolution of financial inquiries, contributing to the overall success of the University's financial operations.

Work Environment:

This hybrid position is based on the Twin Cities campus. For those located in the metro area, a minimum of three days per week in the office is expected. Internal and external applicants located near other UMN system campuses and across the State of Minnesota may also be considered, and we encourage all interested candidates to apply. Occasional travel to the Twin Cities campus may be required for events and all-staff meetings. Out of state candidates must be willing to relocate to Minnesota at their own expense.

Job Responsibilities with % of time:

Service center functions - 60%

• Provide assistance, guidance, recommendations, and consultation to departments on matters relating to financial policy, process, data, and systems.
• Handle the majority of cases as one-call resolution.
• Determine when customer interactions have policy or process implications that should be escalated to policy owners, and escalate the activity, finding, or suggestion according to service level agreements.
• Perform imaging administration, assisting departments in removing documentation that should not have been associated with a particular transaction, or by redacting private or protected data.
• Conduct research on case questions as needed and update the knowledge base with resolution from system support teams or business process owner teams.
• Act in an administrative capacity in the University's learning management system for finance-related training.
• Update employee training records for things like prerequisites taken outside the current system; help people register for finance training sessions.
• Keep your own knowledge current about the financial systems, service center systems, and related policy, training materials, and procedures.
• Provide suggestions for process improvements to colleges and departments.
• Log all contacts, notes, and resolutions in case management tool.
• Meet service level standards set by management related to timeliness, accuracy, and case quality measures.
• Create knowledge base documentation for team use and use by our customers and colleagues in other service centers

Workflow and access administration - 30%

• Process financial system access requests and access-related data requests according to service level agreements; work with process owners to resolve issues as needed.
• Monitor transaction workflow activity in systems to identify transactions where an action is needed (for example, stuck activity), determine what action is appropriate, and take action.
• Perform finance-related workflow administration systemwide in the enterprise financial systems, including assignment or reassignment of financial transaction approvers and transaction rerouting per policy, according to service level agreements.

Special projects - 10%

• Cross-train with and be available to provide backup to the central financial business process owner units to perform essential functions as needed.
• Serve on Controller's Office or U Finance committees, participate in project teams and workgroups, and other duties as assigned.
  

Required Qualifications (please document on resume)

• BA/BS degree OR a combination of related education and work experience to equal four years.
• Excellent communication skills, both written and verbal; ability to be clearly understood when speaking.
• Customer service experience to equal two years.
• Ability to work with people of diverse backgrounds and cultures.
• Experience in creating and maintaining documentation and process-related content.
• Experience working in finance at a higher education institution.
  

Pay Range: $44,000 - $56,000; depending on education/qualifications/experience

Time Appointment: 100% Appointment

Position Type: Civil-Service

Please visit the Office of Human Resources website for more information regarding benefit eligibility.

The University offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area

While our salary ranges provide a framework, it is important to note that most of the time, the initial pay may not reach the maximum of the range. This approach ensures that compensation reflects the value and unique contributions of each candidate while maintaining equity within our organization. As part of our commitment to fair and equitable compensation, please be aware that the salary offered to incoming candidates will be based on their individual credentials and experience.

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

Please document qualifications on the resume.

To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-8647.

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).