Customer Service Representative

Position: Customer Service Representative (344)
Northern Illinois University (NIU) is a nationally recognized public research university located in DeKalb, Illinois, just 65 miles west of Chicago. With a strong commitment to student success, equity, and innovation, NIU serves a diverse student population and is a leader in social mobility, providing meaningful opportunities for first-generation and underrepresented students. Serving a diverse student population, NIU prioritizes a supportive and inclusive campus environment where all students can thrive.

The Office of the Bursar plays a vital role in supporting this mission by managing critical financial services that ensure students have a smooth and transparent experience with tuition billing, payments, and account management.

Joining NIU's Office of the Bursar means becoming part of a dedicated team committed to excellence, integrity, and outstanding customer service. The office values collaboration, continuous improvement, and the use of innovative technology to meet the financial needs of students, families, and the university community.

Position Summary

The primary responsibility of this position is in the area of Commercial Accounts Receivable. This position is responsible for processing invoices, maintaining customer accounts, preparing payments, and providing support to internal departments and external vendors. The ideal candidate will have strong attention to detail, data entry proficiency, a working knowledge of billing practices, and experience using computerized financial systems in a professional office setting.

Essential Duties and Responsibilities

Customer Service, Research and Troubleshooting

* Provide customer service to outside vendors, staff and NIU departments by phone, in person, or electronically

* Answer routine inquiries from customers to clarify invoices, statements, and account past due notices aligning with current policies and procedures

* Apply quality controls and comprehensive knowledge about Commercial Accounts Receivable activities to identify discrepancies and resolve them in a timely manner

* Provide back-up assistance with reconciliation and business-related activities to ensure Commercial Accounts Receivable daily operational needs are met

* Respond to complex inquiries

* Maintain record of customer inquiries, interactions and feedback

Invoices

* Prepare and enter new invoice requests from departments that do not have access to the Financial Management System (FMS)

* Maintain an internal tracking list to monitor account status and ensure readiness for billing

* Verify pending invoices from departments that have access to enter charges in FMS and approve them for processing

* Create and maintain current customer information in FMS

* Review documents to determine adequacy or acceptability of information needed

Payments

* Prepare daily payments for cashiering deposit(s)

* Verify and post the deposit(s)

* Reconcile and run payment reports

Other Office Duties

* Maintain departmental filing

* Assist with the collection processes

* Backup for generating and distributing finalized invoices

* Perform other related duties as assigned by Accounting Specialist supervisor/Associate Bursar

Minimum

Required Qualifications (Civil Service)

* High school diploma or equivalent.

* Any one or combination totaling three (3) years (36 months) from the following categories:

* college coursework in business administration, communications, public relations or a closely related field as measured by the following conversion table or its proportional equivalent:

* 30 semester hours equals one (1) year (12 months)

* Associate's Degree (60 semester hours) equals eighteen months (18 months)

* 90 semester hours equals two (2) years (24 months)

* Bachelor's degree (120 semester hours) equals three (3) years (36 months)

* responsible work experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience

Knowledge, Skills, and Abilities (KSAs) (Civil Service)

* Knowledge of principles and processes for providing customer and personal services.

* Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

* Knowledge of clerical and office procedures and systems such as word processing, spreadsheet software, managing files and records, designing forms, and managing inventory.

* Skill in understanding written sentences and paragraphs in work related documents.

* Skill in managing one's own time and the time of others.

* Ability to communicate information and ideas in speaking so others will understand.

* Ability to listen to and understand information and ideas presented through spoken words and sentences.

Specialty Factors (Civil Service)

None

Preferred Qualifications (Civil Service)

* Bachelor's Degree

* Two (2) years experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other…