Customer Service Agent/Fee Officer

About This Role

About UOWD

Established in 1951 and ranked in the top 1% of universities worldwide*, Australia's University of Wollongong is a global brand with international campuses in Dubai, Hong Kong and Malaysia.

University of Wollongong in Dubai (UOWD) offers over 40 internationally recognised bachelor's and master's degrees spanning 10 in-demand industry sectors. Our programs are accredited by CAA and KHDA in UAE, but also by AQF in Australia. All business programs of the University of Wollongong are accredited by The Association to Advance Collegiate Schools of Business (AACSB). In addition, individual programs in the School of Business are accredited by professional bodies including CFA, ACCA, CIPD, CIM, CILT.

The first internationally accredited Australian university in the UAE, we are the education gateway of choice for over 3,500 students, representing 100+ nationalities. Our global community of 152,000 alumni are pursuing career goals with respected blue-chip companies and industry giants such as 3M, ADCB, Adidas, Amazon, Deloitte, Emirates, FedEx, GE, IBM, Microsoft and Pepsico. Additionally, research reveals that 83%** of fresh graduates are employed within six months of graduation.

Life at UOWD is rooted in the continued pursuit of excellence through teaching, research and industry engagement, with the student experience at its heart. Our 200,000-square-foot campus at Dubai Knowledge Park features access to cutting-edge technologies and a mix of traditional and innovative learning spaces, all housed in a vibrant modern setting that promises to deliver an enriched learning experience for our students. Located strategically near the Palm and the Burj Khalifa, the University benefits from the huge investment and innovation opportunities the city is known for globally.

• QS World University Rankings 2024

**Data from the Graduate Destination Survey 2017 to 2021

About the Role

UOWD is seeking a Customer Service Agent / Fee Officer to join the Finance team and play a key role in supporting the University's student finance operations. This position is student‑facing and service‑oriented, with responsibility for managing fee inquiries, processing payments accurately, maintaining financial records, and collaborating with internal teams to resolve student finance matters.

The role operates in a fast‑paced, student‑focused environment and contributes to service quality, data accuracy, and operational efficiency. The successful candidate will also support finance automation initiatives, including Robotic Process Automation (RPA), by contributing process knowledge and validating automated outputs.

Key Responsibilities

Student Fees & Customer Service

• Manage student inquiries at the finance/fee counter, via email, and by phone, providing clear, accurate, and timely responses
• Process student fee payments and update records accurately in the finance system
• Maintain professional, consistent, and service‑focused interactions with students

Financial Processing & Reporting

• Ensure accurate maintenance of fee records within the finance system
• Generate and maintain fee‑related reports
• Track outstanding balances, discrepancies, and payment issues, escalating where appropriate

Collaboration & Process Improvement

• Work closely with Admissions, Registry, Colleges, and other internal teams to resolve student finance queries and streamline workflows

• Support finance automation initiatives, including:

  • Participating in RPA process deep‑dive sessions
  • Identifying automation opportunities
  • Monitoring RPA outputs and providing timely feedback post‑deployment

Strategic Contribution

• Contribute to quarterly goal‑setting exercises and OKRs
• Participate in daily SCRUMs and weekly reviews to track progress and support continuous improvement in service delivery and operational efficiency

Working Environment

This role operates primarily on campus in a high‑interaction, service‑focused environment. Occasional evening or weekend work may be required to support university events such as graduation or peak service periods.

Key Relationships

• Internal: Finance team, Admissions, Registry, Colleges, Student Services, IT
• External: Students, banks, cash collection agents

Qualifications, Experience & Skills Essential

• Undergraduate degree
• 3-4 years' experience in a customer service role, preferably within an educational, finance, or fee‑processing environment
• Experience handling financial transactions and maintaining accurate records
• Strong communication skills and a service‑oriented mindset

Desirable

• Experience working in a university or student‑services environment
• Exposure to financial systems and basic reporting
• Willingness to learn and support finance automation initiatives (e.g. RPA)

Key Skills & Competencies

• Strong customer service and conflict‑resolution skills
• Excellent attention to detail and organisational ability
• Ability to work calmly and effectively under pressure
• Clear verbal and written communication skills
• Basic proficiency in computer systems and data entry
• Collaborative mindset and commitment to continuous improvement

Compensation and Benefits

UOWD offers a competitive and comprehensive employment package designed to attract and retain high‑quality professional staff. The package for this role includes:

• Competitive tax‑free salary, commensurate with qualifications and experience
• Comprehensive medical insurance for the employee (and eligible dependents, subject to policy)
• Annual leave entitlement of 25 working days
• Public holidays as per the UAE calendar
• End‑of‑service gratuity, in accordance with UAE Labour Law
• Access to a stable, well‑governed working environment within a reputable international university
• Opportunities to contribute to institutional improvement, automation initiatives, and professional development

UOWD is an equal opportunity employer that attracts, develops, motivates, empowers, and retains a diverse workforce.