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.
Requirements
Job Overview
The Information Specialist serves as a front-line representative for Revenue and Receivables’ customer service operations. There are two major responsibilities associated with this position:
Financial counseling and customer service related to the student tuition and fee bill
Communications projects for outreach to the student population
Financial counseling and customer service includes: Response to student, parent, or other stakeholder financial inquiries, provision of financial counseling, suggestion of payment options, and provision of general assistance in financial and non-financial matters. As part of the customer service function, this position answers questions about student accounts, payment options, payment plan options, the processing of scholarship funds, “full-need” as it relates to the student’s financial aid award and the student bill, financial and non-financial penalties due to non-payment, and student obligations to perform certain functions on the web as it relates to their university account. This position is expected to be able to explain departmental policies and practices (such as billing, tuition assessment, financial aid disbursement, refunding of overpayment, and assessment of financial penalties) clearly and concisely. This position is expected to have some knowledge of related department practices and policies, including but not limited to, student financial aid, registration and records, meals and housing , and student health insurance.
Financial counseling and customer service may be in-person, over the phone, via email, utilizing the departmental ticketing system, via Zoom, or in any other departmentally-sanctioned method.
Communications projects include, but are not limited to:
Outreach to undergraduate students to assure that they establish authorized users of the Student Account Services system, so that parents and other authorized payers may receive billing statements and pay on behalf of students
Outreach to all students to assure that they have established electronic refund profiles so that overpayments of the student account can be refunded to them quickly, conveniently, and at low-cost.
Regular review of the departmental website to collect suggestions for updated information based on policy updates, procedure updates, or improvements in form to deliver information more concisely or in in a more understandable fashion.
The Information Specialist will perform all duties and responsibilities, including those not outlined in this position description but assigned by the position’s supervisor, in a manner befitting a professional person in the Revenue & Receivables department.
Work Interactions
This position reports to the Manager of Customer Service. Performance evaluations will be performed by the Manager of Customer Service. The position operates with two other information specialists working under the Manager of Customer Service to provide the first line of service to the more than 25,000 unique students who attend Georgetown University each year, as well as the parents, guardians and other third parties associated with students, such as financial advisors, 529 plans, scholarship-granting organizations, banks, credit card companies.
Within the organization, this position also interacts with the Associate Director for Customer Accounts on a regular basis, and acts as a back-up to payment processing…