Job Description Summary

The Business Service Division (BSD) supports the individual and collective needs of the Penn community by promoting a hospitable, customer-friendly campus environment through the provision of mission-critical services and essential operations. BSD’s mission is to provide high-quality service in a fiscally responsible manner. The Division is currently focused on three major initiatives:

1) Revenue growth/retention through improved marketing efforts, extended services, and development of new distribution channels.
2) Driving productivity for the Division and its customers through the better use of technology.
3) Enhancing service offerings through upgrades and expansions of facilities.

One of 17 departments in BSD, the PennCard Center provides identification cards and related services to the University community. PennCard seeks a team-oriented individual who values customer service, has a strong comfort level using technology as well as following, interpreting, and communicating processes and procedures, and is comfortable managing high-volume customer-throughput during peak seasons.
Job Description

Job Responsibilities

Serves as the first point of contact for the PennCard Center and provides courteous and professional customer service to the Penn community.

Produces PennCards for the University community, access and enter confidential information records pertaining to PennCard issuance in accordance with established policies and procedures.

Assist with coordinating various projects with other departments that have special card production needs year-round, including production and distribution of cards for summer and special programs, Campus Express and other requests.

Acts as administrative support to the PennCard office by reviewing & processing PennCash refunds/donations, daily reconciliations of PennCard revenue, and PennCard mail-in requests.

Performs general office duties (mail, supplies, inventory, general office organization).

Provides courteous & professional customer assistance (via telephone, email & in person) to those needing assistance, information & problem resolution.

Answers calls & emails for the department's main communication avenues in a timely & accurate manner.

Undertakes independent follow up with customer to explain/resolve and educate customers about relevant PennCard policies, decisions & processes.

Provides ancillary services (notary services, passport photos, stamps, iValidate, PennCash deposits/refunds, etc.).

Understands linkages between systems & their impact on customer service & access.

Under the direction of PennCard’s Sr. Business Systems Analyst, support technology in use at the PennCard Center and by clients.

Configure, maintain, and upgrade contactless readers, registers, kiosks, card printers, receipt printers, cameras and related equipment and software.

Troubleshoot issues related to network connectivity, device malfunctions (printers, cameras, tablets, card readers, etc.), and applications.

Consult with clients and the Sr. Business Systems Analyst as needed to coordinate response to issues and to escalate internally and with vendors when necessary.

Other duties and responsibilities as assigned

Qualifications

Associate's Degree and 3-5 years of experience or equivalent combination of education and customer service experience.
Strong comfort with technology and familiarity with desktop computing and commonly used office software required.
Demonstrable experience using database software and strong aptitude for learning technical systems and software applications required.
Ability to comprehend the source data imports and workflows between multiple university databases is essential.
Must have demonstrated strong administrative and interpersonal skills coupled with customer service orientation.
Must be well-organized, ability to adapt to the changing landscape of the center and work with limited supervision.
Ability to train others and comfort in serving in a lead capacity among co-workers.
The PennCard office and its staff provide services that are considered essential to the University and occasionally operates on schedules that differ from ordinaryUniversity hours (hybrid schedules are not available for this role). Some overtime, weekend, and evening hours may be required especially during certain high-traffic periods for the University, such as new student move-in.