Position Summary

Serve as a Tier 2 resource responsible for investigating and resolving FinanceLink inquiries that require additional research, functional knowledge, or coordination beyond frontline support. Work with FinanceLink Service Representatives, Service Advisors, subject matter experts, school/unit representatives, and University Finance partners to resolve inquiries related to financial systems, accounts payable, procurement, supplier management, tax, travel and expense, budget, accounting and reporting, insurance, treasury, and other FinanceLink-supported services. Provide timely and accurate case resolution, maintain complete case documentation, appropriately assess urgency and complexity, and determine when additional subject matter expertise or escalation is required. Contribute to FinanceLink service quality by supporting queue operations, identifying knowledge and process gaps, contributing to knowledge resources, and recommending opportunities to improve client service and operational efficiency.

Qualifications

Required Education:
Bachelor's Degree accounting, finance, business administration, or a related field

Required Experience:
3+ years relevant professional experience involving finance operations, financial services, shared services, client support, accounting, procurement, accounts payable, financial systems, or a related area, or equivalent combination of education and experience. Must include experience researching and resolving client inquiries and working across multiple functional areas.

Preferred Experience:
Experience in a higher education, financial shared-services, customer-service, or centralized support environment. Experience using ServiceNow CSM or another enterprise case-management platform. Experience supporting financial systems and processes involving accounts payable, procurement, travel and expense, supplier management, accounting, tax, budget, or related areas. Experience working with multiple departments to resolve cross-functional service issues.

Required Skills, Knowledge and Abilities:
Strong customer service, interpersonal, and communication skills. Attention to detail and ability to maintain accurate and complete case documentation. Excellent written and verbal communication skills. Strong analytical, research, problem-solving, and conflict-resolution skills. Ability to assess urgency, resolve issues, and determine when escalation is needed. Ability to interpret and apply established procedures and policies to client-specific situations. Strong organizational and time-management skills with the ability to manage multiple cases and priorities in a deadline-driven environment. Ability to work independently while collaborating effectively within a team and with cross-functional partners. Working knowledge of enterprise financial systems, case-management systems, ERP applications, and workflow tools.

Preferred Skills, Knowledge and Abilities:
Knowledge of ServiceNow CSM or similar case-management platforms. Knowledge of continuous-improvement concepts and service-quality practices. Experience using data or operational reports to identify recurring client or process issues. Knowledge of data privacy, information security, and appropriate handling of financial and client information.

Additional Information

In compliance with NYC's Pay Transparency Act, the annual base salary range for this position is USD $77,400.00 to USD $94,600.00. New York University considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as, market and organizational considerations when extending an offer. This pay range represents base pay only and excludes any additional items such as incentives, bonuses, clinical compensation, or other items.

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