Program Assistant

• Positively participate in change
• Work together with others to enhance team goals
• Exceed the customer's expectations

We are in search of a Program Assistant to join the Human Subject Incentives Program (HSIP) in the Treasurer's Office. As a member of the HSIP and Treasurer's Office teams, you will be part of an organization where trust, integrity, and accountability are key values.

The Program Assistant works with university study teams and partner organizations to facilitate incentive payments to research study participants. This includes processing requests via an online request form, entering participant data from documentation provided by study teams, and assisting customers with any questions/requests that may arise.

This position is not exclusively remote and may require on-site presence, with the possibility of additional in-person requirements depending on the nature of the work.

• Ensure all HSIP payment requests are processed on time, including running queries in M-Pathways, entering and uploading data into the HSIP system, and releasing payment requests.
• Process all prepaid gift card payments, utilizing an external vendor interface, and resolve any payment issues with the vendor.
• Work with HSIP customers (e.g., research study teams) to answer any questions related to the HSIP system, the subject incentive payment process, or questions about their IRB study, ensuring excellent service is provided to all customers.
• Work to identify and resolve any errors that may prevent HSIP requests from being processed.
• Work with HSIP partner organizations (e.g., cashier's offices, card services team, Treasury program specialists, check-writing) to coordinate payment requests facilitated by partner organizations.
• Maintain reports to monitor compliance with HSIP request reconciliation guidelines, Institutional Review Board (IRB) requirements, state and federal tax reporting requirements, and Financial Operations guidelines.
• Demonstrate the ability, motivation, and willingness to employ customer service skills to ensure HSIP customers are able to meet university guidelines and IRS requirements.
• Work with Accounts Payable (AP) to resolve any issues with check payments (returned checks, missing payments, void and reissue procedures).
• Look for opportunities to educate the HSIP customer base for a better HSIP experience, including developing materials to aid customers with the HSIP system.
• Contribute to the process improvement of HSIP by offering meaningful solutions, preparing communication plans, and working with the HSIP team to determine the impact of process improvement endeavors.
• Other responsibilities as assigned.

A minimum of 12 months of customer service experience.

Must demonstrate strong working knowledge of Microsoft Office software:
Excel, Word, Access, and PowerPoint.

Proven history of meeting the following key University professional competencies:

• Exceptional customer service:
  Demonstrated ability to take personal responsibility for resolving customer issues, as evidenced by exceeding customer expectations.
• Building relationships:
  Demonstrated ability to positively influence a work team, as evidenced by an approachable, positive attitude.
• Achievement orientation:
  Demonstrated ability to be self-directed and prioritize multiple initiatives simultaneously.
• Strategic thinking:
  Demonstrated ability to think critically to resolve complex customer inquiries.
• Communication:
  Demonstrated excellent written and verbal communication skills.
• Development of self and others:
  Demonstrated ability to be self-reflective, as evidenced by actively seeking feedback on personal improvement, resulting in personal and professional growth.
• Adaptability to change:
  Demonstrated ability to adapt and participate in change positively.
• Advancing the mission:
  Demonstrated knowledge of the University's mission.

Prior research administration experience and familiarity with HSIP.

Familiarity with the M-Pathways financial system.

Understanding of basic accounting principles.

Knowledge of University financial policies and procedures, and the University Standard Practice Guide.

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