Overview
Department Summary (Briefly describe the purpose and activities of the department): The Support Services organization at Tufts University delivers administrative services to both schools and central units across the University's three campuses. Administrative activities that are common across the central divisions and schools have been consolidated, allowing expert teams to provide exemplary administrative support to faculty and staff. Comprising administrative support for transactional tasks in Human Resources, and Finance, Support Services operates under a governance model that includes Service Level Agreements. Tufts Support Services is customer-focused and strives for continuous improvement and high customer satisfaction.
What You'll Do
Travel & Expense (T&E) Rep. supports faculty, staff and other community members in arranging, booking and recording travel and business-related expenses and travel advances. Also assisting processing corporate card applications. Monitoring Salesforce cases for travel and card related questions/issues. Also closing/suspending cards. Will work closely with the community to ensure all travel and card activities, including expenses, SOS registration and pre travel booking complies with university policy and procedure. The T&E group processes T&E claims accurately and efficiently, ensuring timely approvals and reimbursement of expenses. As well as all Procurement and Travel card activities. Travel & Expense Rep., is responsible for data and analysis of unreconciled travel card transactions. Notifying cardholders and their department of these discrepancies and working in concert with Card Services and travelers to resolve any reporting issues or problems with the services delivery model. Travel & Card Program Rep's focus on providing a high level of customer service throughout the travel and reimbursement process.
- Create expense reports and travel advances
- Prepare on-line expense reimbursement forms for travelers.
- Process Procurement and Travel card applications. This includes confirming card training has been completed, ordering cards using PaymentNet, and updating company property. Also includes closing cards for employee's inactive or on leave from Tufts.
- Review expense reports and ensure expenses are allowable and in compliance with university policy.
- Research and resolve issues with customer.
*Process and reconcile travel advances. This includes arranging re-payments of unused funds using the Touchnet credit card system.
- Use Constituent Relationship Management technology to track and resolve case inquiries from initial contact through disposition.
- Monitor/resolve travel and card related Salesforce cases.
- Maintain accurate record of actions taken, resolution and closure.
- Use knowledge base to ensure consistent, standard responses to more complex travel and card issues.
- Contribute to knowledge base via Knowledge Manager when new issues arise or new solutions are developed, in order to continue to build robust library for customer support.
- Support faculty, staff, and non-Tufts employees traveling on behalf of the university, with planning and booking travel when requested.
- Provide professional assistance in coordinating, booking and reporting of travel for faculty, staff and other travelers in the community.
- Provide advice and guidance regarding T&E-related policies and procedures operating within defined standards of service level agreements.
- In conjunction with travel agencies, work with customers to offer travel itineraries, book travel, and provide support or assistance to customers who use self-service - ensuring compliance with university policy and working with preferred suppliers.
- Process travel advances for travelers who require access to cash on their trip.
- Administer and manage the university's online travel system activity.
- Assure timely clearance of unassigned expenses by monitoring aging of travel and instituting policy regarding delinquent travel reporting. Work with Car Services to enforce the escalation policy.
- Send reminders when travel reports are outstanding.
- Audit reports completed by someone aside from TSS staff.
- Work within the Support Services model of excellent customer service and continuous improvement.
- Meet service level agreements by executing tasks in a timely, accurate, and customer-focused manner.
- Operate within the predefined Support Services standards for communication and customer service.
- Provide information for performance indicators.
- Maintain data integrity.
- Understand how individual responsibilities support organization's performance measures.
- Identify opportunities for process improvement and share solutions.
- Continuous improvement using the Apptricity, and PaymentNet systems, especially at points of system upgrades and/or custom enhancements.
- As part of Support Services organization, participate in other duties as requested.
- May be asked to provide back-up in other Finance areas (such as AP or Procurement).
- May have opportunity to cross-train in other functional areas (HR or IT).
What We're Looking For
Basic Requirements:
Knowledge and experience typically acquired by:
- High School Diploma /GED
- 1-3 years Minimum of 2 years' experience arranging travel and processing expense reimbursements preferably using an automated expense system
Preferred Qualifications:
- Associate's Degree and prior travel booking/reporting experience. or
- Bachelor's Degree and prior travel booking/reporting experience.
- Knowledge of customer relationship software also a plus.
Pay Range
Minimum $22.50, Midpoint $26.80, Maximum $31.10
Salary is based on related experience, expertise, and internal equity; generally, new hires can expect pay between the minimum and midpoint of the range.
|
Tufts University
Mar 20, 2026