Student Account Representative

The primary focus of this position is to provide comprehensive student account support and customer service within the Bursar's Office. The Student Account Representative assists students and their parents with account-related questions and issues, researches and resolves student account discrepancies, and provides guidance regarding billing, payments, financial aid, payment plans, and University policies and procedures.

The position is responsible for reviewing and maintaining student accounts, posting financial aid and other applicable payments or adjustments, assisting with registration clearance, and establishing Tuition Payment Plans. The Student Account Representative monitors active payment plans to ensure scheduled payments are received and follows up with students regarding upcoming, missed, or outstanding installments. The position proactively communicates with students to encourage timely payments and assists them in resolving payment-related issues or questions.

The Student Account Representative communicates and interacts with students, parents, and other customers to provide accurate, timely, and effective customer service. This includes receiving, researching, and appropriately responding to inquiries and concerns regarding student accounts, billing statements, payment plans, financial aid, Bursar's Office services, University policies and procedures, and other related matters. The position also provides guidance and education to students and parents to help them understand their financial responsibilities and available payment options.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Student Account Advising and Customer Service

Provides knowledgeable and responsive assistance to students, parents, and other customers regarding student financial accounts and Bursar's Office services.

Advise students and parents regarding tuition, fees, educational expenses, account balances, and payment options.

Respond to inquiries regarding student accounts, billing statements, registration, financial aid, transcripts, student records, payment plans, loans, refunds, and related Bursar's Office services.

Research customer inquiries and complaints and provide accurate and timely resolutions or referrals.

Explain University policies, procedures, deadlines, and financial requirements in a clear and customer-focused manner.

Maintain confidentiality when handling student financial and educational information.

Student Account Management and Reconciliation

Maintains accurate student account information and researches and resolves account discrepancies.

Review, maintain, and update student account information and financial records.

Research, analyze, and resolve discrepancies involving charges, payments, financial aid, credits, adjustments, refunds, and other account activity.

Verify account information and supporting documentation to ensure accuracy and compliance with established policies and procedures.

Coordinate with University departments and personnel to resolve account discrepancies and obtain information necessary to support accurate financial records.

Maintain appropriate documentation of account research, adjustments, and resolutions.

Tuition Payment Plans

Administers and monitors Tuition Payment Plans and provides students with guidance regarding their payment obligations.

Counsel students and parents regarding Tuition Payment Plan options, enrollment requirements, payment schedules, deadlines, and applicable policies.

Assist students with establishing and maintaining Tuition Payment Plans in accordance with University guidelines.

Monitor active payment plans to ensure scheduled installments are received timely.

Identify missed, delinquent, or outstanding payment-plan installments.

Proactively contact students regarding upcoming, missed, or outstanding payments and encourage timely resolution of their account obligations.

Assist students in understanding payment-plan requirements and resolving payment-related questions or issues.

Document student outreach, payment activity, and resolutions related to payment plans.

Refer unresolved or escalated payment-plan matters to the appropriate supervisor or department.

Financial Clearance and Registration Support

Supports the University's financial clearance and registration processes by identifying outstanding balances and coordinating registration restrictions and clearances.

Identify students with uncleared or outstanding balances and work with students to resolve account issues.

Create and maintain registration-block lists based on established University guidelines.

Communicate registration blocks and financial clearance requirements to students and appropriate school or departmental representatives.

Document waivers or exceptions approved by authorized University personnel.

Maintain waiver records and statistics for monitoring and follow-up.

Assist students in understanding the requirements necessary to achieve financial clearance.

Financial Aid and Student Account Transactions

Processes and maintains financial transactions affecting student accounts and assists students with understanding the impact of financial aid and payments on their balances.

Post financial aid and other authorized payments, adjustments, credits, and account transactions.

Advise students and parents regarding the relationship between tuition costs, financial aid, account balances, and fiscal clearance.

Process student account refunds and other financial transactions in accordance with established guidelines.

Review transactions and supporting documentation to ensure accuracy.

Research and resolve issues related to financial aid posting and other student account activity.

Assist with the preparation of special accounting and student account reports for administrative use.

University Department and School Coordination

Maintains effective working relationships with University departments, schools, and programs to support accurate and timely student account services.

Maintain familiarity with the policies, procedures, programs, and account-related requirements of assigned departments, schools, and/or programs.

Serve as a liaison with appropriate school and departmental representatives regarding student account and financial clearance matters.

Obtain and provide information necessary to verify or support the accuracy of financial records.

Communicate relevant policy, procedure, and account-related information to Bursar's Office staff.

Collaborate with University personnel to resolve student account issues and ensure compliance with established policies and procedures.

Account Collections, Documentation, and Reporting

Maintains documentation and information necessary to support the monitoring and collection of outstanding student account balances.

Maintain documentation related to outstanding student account balances.

Identify and track students with unresolved or delinquent accounts.

Maintain records that support collection activities for graduated, withdrawn, or otherwise inactive students.

Maintain statistics related to outstanding accounts, payment plans, registration blocks, waivers, and other assigned activities.

Identify trends and recurring issues related to student accounts and communicate significant concerns to the supervisor.

Assist with preparing reports and analyses for administrative review and decision-making.

Correspondence and Administrative Support

Processes correspondence and performs administrative activities necessary to support the effective operation of the Bursar's Office.

Receive, review, analyze, and respond to written and electronic correspondence regarding student accounts and related matters.

Research account information and provide appropriate responses or referrals.

Identify patterns and trends in student inquiries and account-related problems and communicate concerns to the supervisor as appropriate.

Process accounting and student account documents in accordance with established guidelines.

Assist with planning, coordinating, and implementing registration and orientation fee payment activities and related logistics.

Perform other related duties incidental to the work described herein.

EDUCATION, CERTIFICATIONS, AND/OR EXPERIENCE

Required

Bachelor's degree in Accounting, Finance, Business Administration, Higher Education, or a related field; or an equivalent combination of education and relevant experience.

Two (2) years of experience in student accounts, accounting, finance, customer service, higher education administration, or a related area.

Experience working with financial records, account transactions, billing, payments, or reconciliation.

Experience providing customer service and communicating financial information to students, parents, or other customers.

Proficiency with Microsoft Office applications, particularly Microsoft Word and Excel.

Experience working with ERP, student information, or financial systems; experience with Jenzabar or similar systems preferred.

Ability to maintain confidentiality and appropriately handle sensitive student financial and educational information.

Demonstrated ability to research and resolve account discrepancies and accurately process financial transactions.

Ability to exercise sound judgment, prioritize multiple responsibilities, and work effectively with limited supervision.

Preferred

Experience working in a college or university Bursar's Office, Student Accounts, Financial Aid, or related student services area.

Experience administering or monitoring tuition payment plans.

Experience with student account billing, financial aid posting, refunds, registration clearance, or collections.

Experience with Jenzabar or other higher education ERP/student information systems.

Experience using Excel to maintain, organize, and analyze financial or student account data.

Knowledge of higher education billing, student account practices, and financial aid processes.

Knowledge of University policies and procedures related to student accounts, payment plans, registration clearance, and financial obligations.

Core Competencies

Student-centered customer service

Student account management and reconciliation

Payment plan administration and monitoring

Financial transaction processing and accuracy

Research and problem-solving

Attention to detail and data accuracy

Effective written and verbal communication

Confidentiality and professional judgment

Organization and time management

Ability to interpret and apply policies and procedures

Collaboration and teamwork

Proficiency with ERP and student information systems

Other Specifications

Working knowledge of basic accounting principles and financial transaction processes.

Ability to understand and explain student account balances, billing statements, payment requirements, and payment-plan options.

Ability to research account discrepancies and identify appropriate solutions or referrals.

Ability to communicate financial information clearly and professionally to students, parents, faculty, staff, and other University constituents.

Ability to handle sensitive and confidential information with discretion and professionalism.

Strong organizational skills with the ability to manage multiple tasks, deadlines, and student inquiries simultaneously.

Strong attention to detail and commitment to accuracy in financial and student account transactions.

Ability to establish and maintain effective working relationships with students, parents, University departments, and colleagues.

Ability to work independently while recognizing when issues require escalation to a supervisor or other University department.

Commitment to providing responsive, respectful, and student-centered service.

Physical Demands & Work Environment

Primarily sedentary office work with extended periods of computer use.

Frequent use of computers, telephones, and other standard office equipment.

Occasional standing, walking, bending, and lifting of materials or supplies weighing up to 10 pounds.

Ability to work effectively in a customer-facing environment with frequent interaction with students, parents, and University personnel.

Ability to work under established deadlines while managing multiple priorities and interruptions.

Work requires a high level of accuracy, attention to detail, confidentiality, and professionalism.

Regular interaction with a diverse population of students, parents, faculty, staff, and other University constituents.