Manager of Customer Service

Georgetown University comprises two unique campuses in the nation’s capital. With the Hilltop Campus located in the heart of the historic Georgetown neighborhood, and the Capitol Campus, just minutes from the U.S. Capitol and U.S. Supreme Court, Georgetown University offers rigorous academic programs, a global perspective, and unparalleled opportunities to engage with Washington, D.C. Our community is a close-knit group of remarkable individuals driven by intellectual inquiry, a commitment to social justice, and a shared dedication to making a difference in the world.

The Manager of Customer Service is responsible for all the critical functions related to provision of front-line customer service in the Customer Account Services division of the department of Revenue and Receivables. Additional duties include, but are not limited to:

• Supervision and oversight of a team of three Information Specialists, performing the functions of:
• Provision of account-related customer service to Georgetown students, parents, and other customers
• Processing of student and non-student payments made by paper check or cash
• Implementation of the departmental communications plan
• Distribution of checks to university staff and vendors
• Refund request review and refund payment authorization and generation for all students
• Supporting the Cashiering Unit and other Customer Account Services functions
• Supporting other Revenue and Receivables managers and functions

The Manager of Customer Service reports to the Associate Director for Customer Account Services and supervises three Information Specialists. The Manager critically supports the efforts of the Student and Systems divisions of the Revenue and Receivables department, making sure those units are properly appraised of all customer feedback, trends, and anomalies, so as to inform the improvement of the department’s back‑office processing and systems development and maintenance.

The Manager works extremely closely with the Registration team in the University Registrar’s office and the counselors in Student Financial Services (Financial Aid). Finally, the Manager works with personnel in student affairs and various other student services departments across the various schools of the university to facilitate optimal service to and communication with students regarding account-related matters.

• Bachelor’s degree
• Experience in a finance, accounting, or business operation
• Excellent oral and written communication skills

• Advanced degree
• Experience in a higher education environment
• Experience with the Banner student record system

This position has been designated as Hybrid. Please note that work mode designations are regularly reviewed in order to meet the evolving needs of the University. Such review may necessitate a change to a position’s mode of work designation.

The projected salary or hourly pay range for this position which represents the full range of anticipated compensation is: $47,586.00 - $87,558.13. Compensation is determined by a number of factors including, but not limited to, the candidate’s individual qualifications, experience, education, skills, and certifications, as well as the University’s business needs and external factors.

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