Student Accounts Customer Service Rep

Job Requisition:

JR102142 Student Accounts Customer Service Rep (Open)

Job Posting Title:

Student Accounts Customer Service Rep

Department:

CC00454 WM001 WMUO Bursar’s Office

Job Family:

Staff - Administrative & Office Support

Worker Sub-Type:

Regular (benefited)

Job Requisition Primary Location:

Blow Memorial Hall

Primary Job Posting Location:

Posting Location - William & Mary

Job Description Summary:

The Bursars Office is responsible for student accounting, cashiering, and receivables and collections activities for the University. The office manages billings, collections, deposits, and accounts for the revenues. Activities are performed within guidelines established by state and federal regulations and generally accepted accounting principles.

The Student Accounts Customer Service Representative provides front-line customer service to the Bursar’s office; answers the phone, services walk-in customers and maintains accurate financial transactions related to student accounts. Accountable for all aspects of processing student payments to include vendor invoicing and reconciliations.

Core responsibilities include:

• Serves as a front-line customer service representative, providing accurate and timely information about student accounts charges and payments, payments plans, refunds, outside scholarships, third-party payments, and 1098T tax forms.
• Manages outside scholarship process and third-party contracts: Posts, releases, and reconciles scholarship memos to student accounts. Invoices and follows up with scholarship organizations and third-party contract vendors about payments that have not been received or need to be returned by the University. Monitors outstanding invoices, and delinquent accounts. Maintains scholarship and third-party files utilizing a document imaging system. Reviews all memos for accuracy prior to the e-bill process being run to ensure that the information is up to date.
• Assists students with Tuition Installment Payment Plan: reviews student’s enrollment eligibility, set up, adjustments, ensures tuition and fees are covered by a payment plan, and resolves students’ payment plan inquiries, including payments made via Touchnet payment system, late fees, and delinquencies.
• Processes contracts for local school districts, Virginia 529, Post 911 GI Bill, invoices contract organizations and reconcile all records of payments received to rosters.
• Processes all employee waivers and senior citizen waivers per Commonwealth of Virginia and University policy.
• Assists with all Military billing processes.

Job Description:

Required Qualifications:

• High School diploma or equivalent.
• Strong background in customer service/customer relations
• Demonstrated experience with accounting or fiscal administration.
• Knowledge of student accounts, collections, and financial aid processes.
• Familiarity with accounting policies and procedures, with demonstrated cash handling skills.
• Knowledge of student loan processing of both private and federal loans.
• Proficiency in a variety of software applications, including MS Office (specifically Word, and Excel) and automated accounting software programs.
• Excellent communication and interpersonal skills with a strong customer service orientation and the ability to work effectively with a diverse University community, exercising diplomacy and good judgment in all interactions.
• Effective problem-solving skills with the ability to learn and apply processes and procedures and resolve a multitude of issues within the scope of the position. Strong organizational skills with the ability to work independently in a fast-paced environment, and manage competing priorities in stressful situations.

Preferred Qualifications:

• University-level courses in accounting, finance, or closely related fields.
• Knowledge of Commonwealth VA policies and procedures particularly in a higher-education setting.
• Knowledge of Banner student and finance modules or another ERP-based module system.
• Working knowledge of the TouchNet system is desirable.
• Experience working in student accounts or Bursar’s office is highly preferred.
• Experience using Banner (Finance) or a similar Oracle-based accounting system is desirable.
• Experience working with VA policies and procedures within a state college or university system. Experience working in higher education, preferably in a student accounts office.

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