Auraria Customer Service Coordinator

About the Department

This is a Non‑Classified position, performing the outlined duties with the Auraria Higher Education Center. Welcome to the Auraria Campus located in the Platte River Valley in downtown Denver. The Auraria Campus is the service provider for 38,000 students and approximately 5,000 faculty and staff working at and attending the Community College of Denver, Metropolitan State University of Denver, and the University of Colorado Denver.

Auraria employees enjoy an excellent benefits package which includes paid vacation, holidays, and sick leave, multiple medical, dental and vision options, discounted RTD Eco‑Pass, Benefit Hub and an outstanding retirement plan.

This position provides front‑line customer service and administrative support for campus parking and transportation operations. Responsibilities include processing parking citations, permits, vehicle registrations, and payments; responding to customer inquiries and resolving account issues; maintaining accurate records; conducting audits to ensure compliance with campus policies; and supporting payment collection and reconciliation activities. The role serves as a key point of contact for students, faculty, staff, and visitors while ensuring the accuracy and integrity of parking and transportation data and systems.

• Parking Systems & Citation Administration
  • Operate computerized parking citation system by entering and maintaining parking citation, permit, and payment records.
  • Review and verify citation, permit, and payment information for accuracy and completeness.
  • Compare registered owner information against parking citation records to ensure data integrity.
  • Apply and interpret Auraria Campus parking rules, regulations, and procedures when processing citations and records.
  • Identify and correct discrepancies in parking citation system records as needed.
• Customer Service & Service Issue Resolution
  • Utilize Microsoft Office Suite applications to review, investigate, and resolve customer service inquiries and payment disputes.
  • Provide customer support by responding to and resolving more than 25 phone calls and email inquiries daily from permit holders, paid parkers, and campus constituents.
  • Research and address parking‑related questions, concerns, and account issues in a timely and professional manner.
  • Maintain accurate records of customer interactions, inquiries, complaints, and feedback.
  • File and organize customer service documentation and correspondence in accordance with departmental procedures.
  • Acknowledge and respond appropriately to customer feedback, ensuring concerns are documented and addressed.
• Collections & Account Research
  • Record and process payments collected on behalf of the department through third‑party collection agencies, including State of Colorado Central Collections Services and National Credit Management.
  • Maintain accurate financial records related to payments received from collection agencies.
  • Reconcile payment information and update customer account records to reflect collections activity.
  • Research delinquent accounts and payment histories to support collection‑related inquiries.
  • Respond to requests from management and collection agencies for additional account information and supporting documentation.
  • Coordinate with collection agencies and departmental staff to resolve account discrepancies and ensure accurate account management.
• Cash Handling, Refund Processing & Financial Transactions
  • Process vehicle registrations for permit holders through an online parking management platform and telephone communications.
  • Verify vehicle registration information to ensure accuracy, eligibility, and compliance with Auraria Campus policies and procedures.
  • Provide customer assistance related to vehicle registration updates, corrections, and account inquiries.
  • Conduct monthly audits of vehicle registration records to ensure data accuracy and program compliance.
  • Reconcile vehicle registration records against current rosters of active and approved users provided by campus institutions.
  • Audit and validate student public transportation pass eligibility by comparing pass records with institutional enrollment and…