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 Finance Lead, this position serves as the primary point of contact for all student, family, and prospect finance related inquiries. They provide impeccable customer service and handle all questions with a sense of urgency and care.
Essential Duties and Responsibilities:
Handles all incoming phone and email communications from online students, families, and prospects. Understand and communicate Berklee Online policies so that they are easily understandable to students.
Ability to meet data driven metrics for inbound/outbound calls and emails. Innate ability to handle increased volume during heavy enrollment periods.
Assists students with various questions regarding their tuition statements including payments, tuition balances, payment plans, financial holds, outstanding balances, and refunds.
Proactive outreach to students about payment options to support enrollment targets.
Creates, innovates, and identifies ways to improve the student experience. Categorizes and quantifies ongoing questions from students, and supports the development of student tutorials.
Maintains/assigns all finance related communication within college Customer Relationship Management Application. Maintains accurate notes within the customer database.
Additional Duties and Responsibilities
Audits and analyzes online students' accounts to verify the information is current and accurate.
Receives and processes checks, wire, and credit card payments against student accounts.
Provides Cash Receipt sessions to the Student Accounts office by determined deadlines for deposit on a daily basis.
Assists in preparation of special billings to third party payers of student accounts. Follow up on outstanding receivables related to third party partnerships as needed.
Provides information regarding 1098-T student tax forms processes, and other tax related inquiries.
Performs student service functions including assisting students with registration questions/processes; add/drop procedures, and refund policies.
Assist with monitoring, assigning work, and mentoring a small team of work study employees. Supports the Senior Finance Lead with onboarding and or training as needed. Maintain and update finance related business process documentation as requested.
Ensures students receive their refunds and aids in the escheatment process once the property is determined abandoned within state and DOE guidelines.
Provides information to military students regarding all applicable programs and services.
Supports the Veteran Affairs Coordinator with collecting all military program forms. Builds and maintains military student files of supporting eligibility documents and continued certification of enrollment for audit purposes.
Other Duties as assigned. Must be able to change/alter priorities to match given circumstances. Able to work on multiple assignments with frequent interruptions.
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 via telephone and email.
Ability to function well under pressure and maintain a pleasant customer service attitude. Must be detail oriented, and a self-starter.
Experience with: Excel, Google Sheets, Gmail, Workday, Colleague, and Salesforce a plus.
College Degree required and minimum 2 years successful customer service experience as a bank teller, cashier, sales support, or equivalent.
Previous experience in a college business, student accounts, or financial aid office a plus.
Highly solution oriented, flexible, and reliable.
Action-oriented, "can do" attitude demonstrating willingness to accept accountability and responsibility for individual actions.
Excellent written and verbal communication as well as organizational skills.
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: R0003192
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.