Associate Bursar of Student ExperienceAccount Services UTK

The Associate Bursar for Student role ensures dedicated oversight of customer service staff escalation management and consistent service delivery standards. The leader in this position will work to improve satisfaction reduce complaints and streamline resolution processes. This role is responsible for serving as a primary point of contact for students parents and campus partners regarding student account inquiries. The Associate Bursar plays a critical role in fostering a student-centered approach to financial services and ensuring compliance with institutional policies and regulations.

Lead the delivery of front-line financial services ensuring timely and accurate responses to student and parent inquiries.

Serve as the primary resource for students parents and staff with inquiries regarding tuition fees payment options and account balances.

Resolve escalated customer service issues with professionalism empathy and efficiency.

Champion initiatives that improve the overall student financial experience with a focus on access equity and satisfaction.

Educate students and families on billing processes financial aid disbursement refund policies and payment plans.

Provide leadership in setting team goals monitoring progress and maintaining service standards.

Work closely with the Bursar and other campus offices (Financial Aid Registrar Finance One Stop) to support seamless financial operations.

Supervise and train front-line customer service staff and student workers.

Foster a culture of student-centered service professionalism and continuous improvement.

Required Qualifications

Education: Bachelors degree in Business Administration Finance Accounting or related field required.

Experience: Minimum 35 years of experience in student financial services bursar operations or higher education finance. Experience in a customer servicefocused role preferably in a higher education or financial services environment.

Strong interpersonal and communication skills with the ability to interact effectively with diverse populations.

Knowledge Skills Abilities: Demonstrate experience with student information systems (e.g. Ellucian Banner Oracle TouchNet Argos). Strong understanding of data security FERPA and PCI compliance requirements. Proficiency with reporting tools (e.g. Cognos Tableau SQL Excel). Strong problem-solving analytical and project management skills.

Preferred Qualifications

Education: Masters Degree

Experience: Prefer 7 years related experience in reconciliation compliance and fee waiver experience in Higher Education in addition to payment processing experience. Considerable knowledge of federal state and university rules and regulations.

Knowledge Skills Abilities: Functional expertise in bursar/student accounts processes; Strong system and data analysis skills; Ability to translate functional needs into technical requirements; High attention to detail and data accuracy; Strong problem-solving and process-improvement mindset; Ability to manage multiple priorities and deadlines

Work Location: University of Tennessee Knoxville. This position is in-person.

Compensation and Benefits:

UT market range: $80000 $95000

Anticipated hiring salary: $90000/per year

Find more information on the UT Market Range structure here

Find more information on UT Benefits here

Application Instructions: For best consideration applicants should submit the below materials before January 5th 2026.

Resume

Cover Letter (optional)

List of no more than 3 references