The UVA Finance Solution Center, launched in March 2022, provides a tiered model of service and support to stakeholders inside and outside of the University. User Success Agents provide virtual and physical support at the Tier 1 level of service, connecting stakeholders to the following support tiers when appropriate:

• Tier 0 - Self Service
• Tier 2 - Functional Teams
• Tier 3 - Systems, Process, and Data Teams
• Tier 4 - Third Party Support
  

The Finance User Success Agent will gain and demonstrate entry-level proficiency with many areas of Finance knowledge and functions, solving customer problems with well-documented, repeatable solutions within the scope of Tier 1 support, and escalating remaining problems to specialized support tiers. Agents will work as a team to solve customer issues, share customer support best practices, and suggest improvements to resources and processes. Agents will become experts in delivering high quality, responsive, and accurate customer support through the Salesforce platform, and will be critical in increasing the quality and efficiency of support throughout UVA Finance. Agents will embrace a philosophy of continuous improvement by seeking opportunities to develop skills and knowledge within Salesforce and UVAFinance and responding positively to feedback provided through quality assurance reviews and performance check-ins. Agents are expected to serve in call center, reception, and support roles on a rotating schedule requiring a combination of remote and on-Grounds presence.

This position is an entry-level role that will provide selected candidates with a generalist view of Finance work performed in Workday and Salesforce and designed to be an effective pathway to Tier 2 and 3 specialist roles for some. The incumbent will report to the Finance User Success Manager. The University of Virginia is an equal opportunity and affirmative action employer. Women, minorities, veterans, and persons with disabilities are encouraged to apply .

The expected starting pay range will be $37,500 to $45,000; commensurate with experience.

We began accepting applications on March 16, 2023 and will begin reviewing applications on March 27, 2023.

RESPONSIBILITIES AND DUTIES

• Provide best-in-class customer support, emphasizing the success of UVAFinance stakeholders.
• Utilize Salesforce to create and respond to cases generated by walk-ins, phone calls, email, and chat.
• Engage in root cause analysis to effectively identify the nature and urgency of the customer’s issue.
• Leverage knowledgebase documentation, self-help resources, and message templates to provide consistent and timely customer support.
• Gather information and documentation from customers that will support functional specialists in providing further support when cases are escalated.
• Provide detailed documentation on case efforts, provided solutions, and customer outcomes.
• Work collaboratively with team members and the User Success Manager to improve service to stakeholders.
• Identify opportunities to develop or improve tier 1 knowledge articles and self-help resources.
• Engage in opportunities that will foster success as an agent and further career development.
• Greet, direct, and assist visitors to Carruthers Hall.
• Perform higher-level duties as needed.
  

DESIRED KNOWLEDGE, SKILLS, AND ABILITIES

• Commitment to best-in-class customer service experience for UVAFinance stakeholders.
• Understand the diverse needs and expectations of stakeholders within UVA and externally.
• Ability to communicate effectively with a diverse body of stakeholders.
• Ability to articulate and navigate complex policies and procedures.
• Impeccable verbal and written communication skills.
• Basic experience with computing software and systems.
• Sound judgment and discretion with sensitive information.
• Positive, team-oriented approach to service delivery.
• Commitment to continuous improvement.
• Advanced critical thinking, logic, and problem-solving skills.
• Ability to prioritize diverse tasks to meet customer needs.

This position will remain open until filled. This is a Non-Exempt l evel, benefited position. This position will not sponsor applicants for work visas. The University will perform background checks on all new hires prior to employment. For questions about the position or the application process, please contact Daniel Strong, Senior Recruiter at das6zb@virginia.edu

How to Apply:

Applications that do not contain all of the required documents will not receive full consideration, please note that multiple documents can be uploaded in the box.

Process for External Applicants: Please apply through Workday , and search for ‘ R0046227' . Complete an application online and attach a cover letter, CV/resume, and contact information for three references (name, email address, telephone number, and address).

Process for Internal UVA Applicants: Please apply through your Workday Home page, search “Find Jobs,” and search for ‘ R0046227 .’ Complete an application online and attach a cover letter, CV/resume, and contact information for three references (name, email address, telephone number, and address).

MINIMUM REQUIREMENTS

Education: High School Diploma

Experience: None.

Licensure: None.

COVID Vaccination Requirement and Guidelines

Please visitthe UVA COVID-19 Job Requirements and Guidelines webpageprior to applying for current information regarding vaccination requirementsandguidelines for employment at UVA.

The University of Virginia, i ncluding the UVA Health System which represents the UVA Medical Center, Schools of Medicine and Nursing, UVA Physician’s Group and the Claude Moore Health Sciences Library, are fundamentally committed to the diversity of our faculty and staff. We believe diversity is excellence expressing itself through every person's perspectives and lived experiences. We are equal opportunity and affirmative action employers. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information.