Student Account Specialist (80004)

Nature and Scope of Work

Serves students, staff, parents and community members through the Student Financial Services office, working on a broad array of student financial services issues, including: student accounts, financial aid, veterans' benefits, orientation, and admissions. Participates with other service areas to facilitate consistent delivery of service and information. Refers student to appropriate college resources. Provides services to a diverse population including non-native English speakers, international students, high school students and other community members whose needs and interests may vary. Consistently delivers service in a professional, efficient and friendly manner.

Principal Accountabilities (includes some or all of the following)

• Accounts receivable management and collection of past due balances. Proactively communicates with students regarding their account status and review accounts for existing and potential aid and counsels' students and parents on payment options.
• Actively pursue debts not within the current term, using discretion and independent judgement to settle past due balances and make specialized payment arrangements. Call, email, invoice, compose personalized letters and meet in-person with those with outstanding balances. Initiates payment arrangements and monitors payment history. Creating, tracking and maintaining in-house payment plans for students who have past due and current balances.
• Provides information on a variety of topics related to student financial services to students, staff, parents, and community members, in-person and via various communication methods, including phone, text and email.
• Conducts assessment of student needs and proactively engages students in conversation and financial planning related to their college experience; facilitates set up of payment plans for current student accounts.
• Acts as primary point of contact for students, staff and college departments in accurately receipting, recording, refunding, and balancing tuition payments and University revenues.
• Works closely with student financial services staff to research and resolve or redirect student disputes and appeals. Handles a variety of difficult customer situations and disputes using tact, diplomacy and patience to defuse irate/angry customers. Provides support and information to other members of student financial services.
• Handles one or more district wide process related to core area of responsibility, such as: third-party payments, in-house payment plans, wire transfers, billing, outreach (calls, emails, texts), returned check processing, credit card refunding, tuition insurance program administration, student health and tuition insurance waiver process, office mail and e-mail.
• Performs complex cashiering and refunding functions for student accounts. Must be familiar with university payment, billing and refund policies, institutional and FERPA confidentiality regulations; and Federal Title IV cash management regulations.
• Researches and resolves discrepancies and/or disputes related to core area of responsibility. Provides appropriate referrals with supporting documentation as required.
• Assist with front desk coverage and various Student Financial Services mailing, call and outreach campaigns including email merge messaging. Serve as Office Manager, ordering office supplies and stationery (letterhead, envelopes, business cards), and coding invoices for Accounts Payable. Keep records of invoices and provide data on expenditures as requested.
• Regularly upgrades and refreshes knowledge and skills through required attendance at training sessions, student financial services functions and staff meetings.
• Participates in University events such as Orientation, Accepted Students Days, Open Houses, Move-In and Welcome Weekends, Graduation Fair
• Performs other related duties as assigned.