Customer Service & Billing Representative

BLANK AST 3 (004722)

UCPath Position ID: MI-DPT353500-JC004722-PD168804

Position Description History/Status

For Reference ONLY - PeopleAdmin JA Number:

1110758

Approved Date:

3/4/2026 3:46:49 PM

Date Last Edited:

3/4/2026 3:46:47 PM

Last Action Effective Date:

5/20/2022

Organization Details

Business Unit (Location):

LACMP

Organization Code:

6400O

Organization:

VICE CHANCELLOR/CHIEF FINANCIAL OFFICER

Division Code:

6440D

Division:

BUSINESS & FINANCE SOLUTIONS

Department:

353500 - STUDENT ACCOUNTS

Position Details

UCPath Position Number:

MI-DPT353500-JC004722-PD168804

Position Description ID

168804

UC Payroll Title:

BLANK AST 3 (004722)

Personnel Program

Professional and Support Staff (PSS)

Salary Grade:

STEPS

Job Code FLSA:

Non-Exempt

Union Code (Collective Bargaining Unit):

CX: Clerical & Allied Services

Employee Relations Code:

E: All Others - Not Confidential

Employee Class (Appt Type):

2 - Staff: Career

Full-Time Equivalent (FTE)

1

SUPERVISION

UCPath Reports to Position Number:

40068174

Reports to Payroll Title:

FINANCIAL SVC SUPV 1

UCPath Department Head Position Number:

41188590

Department Head Payroll Title:

EXEC ADVISOR 5

SUPERVISION - Indicates that the incumbent performs a variety of routine duties within established policies and procedures or by referral to the supervisor’s guidelines.

POSITION SUMMARY

Under the direction of the Customer Service & Billing Manager, responsible for providing end-to-end customer service and account maintenance for all student and non-student billing accounts within the BAR system. Counsels customers (staff, students, and third party entities) via phone, email and in person, on billing and collection policies and procedures, FERPA and 1098t regulations. Utilize BAR and Transact systems, as well as interface with campus partners, to resolve system discrepancies. Promotes use of available payment options with the support of higher level administrators and sets up short term payment arrangements on an as needed basis.Oversight of billing account creation and management, which includes UID creation, interest assignment, subcode configuration and FAU setup in accordance with UCLA Accounting principles. Support with the processing of disbursements and other payments to key stakeholders and departments. Assist with the reconciliation of student refund check disbursements and coordinate the return of funds of uncashed checks in compliance with Title IV regulations.

Customer Service/Financial Counseling

Provide customer service to students, third party payers and departments through multiple channels including in-person, phone and Message Center regarding status and federal regulations, BFS compliance procedures and overall billing calendar deadlines and procedures. (E)   Promote BruinDirect, BruinPay Plan, and Third Party View and other solutions to students, parents and staff to meet financial obligations. (E)  Issue payment agreements that conform to established collections policies. (E)  Leverage campus systems such as BAR, Transact, FAM, Student Records and CDW to explain billing accounts and application of payments, financial aid disbursements, resolve inquiries related to 1098-T tax forms and respond to customer inquiries. (E)  Provide direct support in management of third-party sponsorship inquiries which includes setup of new sponsor agreements, authorization letter management and invoice disputes in accordance with UCLA Procedure 348.1. (E)  Research and resolve questions relative to contested charges and source of service holds on student accounts. (E)  Interface with other campus units (e.g. Registrar, Financial Aid, Graduate Student Support offices) to resolve errors and discrepancies. (E)

45%

Reconciliation and Audit

Review non-student aging report monthly and ensure automated collection action is appropriate for past due accounts. (E)  Perform weekly and quarterly payment processing to ASUCLA for fees collected via BAR system. (E)  Conduct daily audit of BAR refund and unapplied financial aid reports to ensure credits are applied correctly to accounts and excess financial aid is refunded timely in accordance with Title IV regulations. Interface with campus partners such as Financial Aid and Graduate Division to correct unapplied financial aid awards. (E)  Review BAR, PSC and Campus Wide CRU accounts daily to identify pending payments in suspense and apply to appropriate BAR accounts, ensuring timely reconciliation of the CRU accounts monthly. Work with Accounting and Cash Management to process necessary journals are processed and ledger backup is store for audit purposes. (E)  Conduct routine audit of uncashed refund checks. Interface with Accounts Payable to process stop payment check requests, check reissuances and stale date checks. (E)  Manage scholarship processes including reviewing and processing Americorp requests, and interface with Financial Aid & Scholarships to facilitate return of unused external scholarship funds to scholarship agencies. (E)  Audit accounts with short term payment agreements and coordinate collection outreach. (E)

25%

Billing and Account Maintenance

Service BAR users with creation of billing accounts and configuring billing subcodes with appropriate PAN, punitive, and FAU attributes. This allows for appropriate charge posting, accounting reviewer checks/balances, and appropriate collection efforts.(E)  Service campus partners with system or policy discrepancies to provide accurate and timely resolutions to issues. This involves reporting systematic issues to relevant personnel and maintaining accurate records of original discrepancies.(E)  Convert terms of sponsor authorization forms into advanced credit memos and ensure accurate and imely posting prior to start of each term's tuition payment deadline. (E)  Service campus partners, like Student Loan & Collections, with BAR account adjustments such as with transferring credits between primary and off write off balances accounts to pay in full debt owed. (E)  Process corrections to billing accounts, including reversal of delinquent and other late fee charges when appropriate. (E)  Apply meal plan restrictions and financial holds to accounts with delinquent housing charges and notify customers of delinquent account balances. (E)   Work with campus partners to clear out any duplicate UID records within the BAR system. This includes coordinating with necessary areas such as Summer Sessions, Registrar and Financial Aid.(E)

20%

Other Duties

Serves as a back-up as needed during peak workload periods. Provide back up support to team members in all related duties. (E)  Support with training work study students and newly hired staff as needed on office and operational duties (M)  Maintain training manuals and other files for accuracy. Ensure record retention policies are met. (M)  Other miscellaneous duties as assigned by supervisor. (M)

10%

•

Performs other duties as assigned.

•

Complies with all policies and standards.

•

Complies with the University of California, Los Angeles (UCLA) Principles of Community.

•

This position description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of the organization.

QUALIFICATIONS

Bachelor's Degree

Graduation with a business major or equivalent combination of education and experience.

Required

Experience working with technical staff for system testing, monitoring, and maintenance, along with familiarity with ACD phone systems or Right Now email systems.

Preferred

Experience with mainframe and web based systems such as OASIS, CASHNet, BAR, BruinBuy, CDW, and similar tools.

Preferred

Experience using Microsoft Office applications (Word, Outlook, Excel, PowerPoint, Visio).

Preferred

Strong customer service and interpersonal skills to effectively interact with students, parents, departmental staff, vendors, and technical support teams.

Required

Effective oral and written communication skills to clearly convey information and respond to customer inquiries.

Required

Ability to prioritize tasks, manage a complex workload, multitask, and work efficiently and accurately in a dynamic environment.

Required

Skill in analyzing information and applying problem solving techniques to resolve account discrepancies, identify patterns, and propose logical solutions.

Required

Ability to use system resources (queries, manuals, documents, vendor information) to research and resolve customer issues.

Required

Sound judgment, creativity, and common sense in developing solutions to customer and system issues.

Required

Ability to communicate instructions, delegate tasks, and support team coordination while maintaining personal productivity.

Required

Ability to assess workload, manage timelines, and ensure deadlines are met; demonstrated skill in motivating teams.

Required

Demonstrated knowledge of student billing and receivables systems (e.g., BAR) including system screens and reports.

Preferred

SPECIAL REQUIREMENTS AND/OR CONDITIONS OF EMPLOYMENT

Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.

Live Scan Background Check: A Live Scan background check must be completed prior to the start of employment.

LOCATION AND PHYSICAL, ENVIRONMENTAL, MENTAL (PEM) REQUIREMENTS

Environment and Work Location Information

Environment Type:

Non-Clinical Setting

Location Setting:

Campus

Location:

Murphy Hall

Standing/Walking

X

Sitting

X

X

Bending/Stooping

X

Squatting/Kneeling

X

Climbing

X

Lifting/Carrying/Push/Pull 0-25 lbs

X

X

Lifting/Carrying/Push/Pull 26-50 lbs

X

Lifting/Carrying/Push/Pull over 50 lbs

X

Physical requirements other

X

Chemicals, dust, gases, or fumes

X

Loud noise levels

X

Marked changes in humidity or temperature

X

Microwave/Radiation

X

Operating motor vehicles and/or equipment

X

Exposures other

X

Sustained attention and concentration

X

X

Complex problem solving/reasoning

X

X

Ability to organize & prioritize

X

X

Communication skills

X

X

Numerical skills

X

X

Mental demands other

X

X

Classification 3:  Position in which exposure to blood, body fluids or tissues is not part of the position description. The normal routine task involves no exposure to blood, body fluids or tissues and the employee can decline to perform tasks which involve a perceived risk without retribution.