The Student Accounts Coordinator’s primary responsibility is to deliver professional customer service to students regarding student accounts and related student issues and to maintain GSEP students’ accounts in accordance with the University established policies & federal regulations. In addition, the Student Accounts Coordinator serves as a member of GSEP’s Student Financials team and provides support to the Financial Aid and Student Services departments.
Student Support: Interact with students in a professional manner and maintain confidentiality of students' account information. Meet with students one-on-one to advise and answers questions about tuition charges, payment arrangements and policies. Respond promptly to student inquiries, i.e., telephone calls, e-mail, letters, and walk-ins. Respond promptly and work proactively with the Financial Aid Office and Student Services Team to resolve student accounts issues and problems. Conduct research on students' account problems and maintain communication related to them with all involved parties. Present introductory information to new students and represent department at orientations. Assist supervisor with handling and resolving student grievances and appeals.
Student Accounts Management: Maintain student accounts data for GSEP students, which includes all school charges such as tuition & fees, and credits such as company reimbursement, payments, credited financial aid, and refunds. Establish appropriate payment plans for students per University policy. Maintain correspondence and documentation regarding student accounts, i.e., Returned Check letters, Aware letters, Ten Day letters, promissory notes, re-negotiation letters, and statements/invoices upon request. Apply/Update service indicators (holds), including registration holds, on students' accounts per University policy. Conduct periodic audits and reviews to audit student accounts, payment plans, company reimbursement, hours enrolled vs. tuition charges. Receive and process payments from students. Process student refunds in a timely manner. Apply late fees and withdrawal fees as soon as they are applicable. Run tuition calculation when necessary to update students' accounts.
Student Financials Team Support: Provide daily support and assistance as needed to all members of the Student Services Team, i.e., Financial Aid, Registration and Student Records. Actively participate in student financial services phone tree, answer calls, and respond to student inquiries and needs related to the Financial Aid and Student Accounts departments.
Participate in teams, committees and other group activities, including participation in GSEP graduation ceremony activities. Attend meetings with Director of Student Accounts and all Student Accounts personnel when requested.
Perform other duties as assigned.
Uphold University mission through work performed.
The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Skills and Qualifications
Required: Bachelor's degree. Two years' general office experience, including customer service experience, preferably in a higher education environment. Strong customer service skills, including ability to maintain a professional manner and confidentiality when dealing with sensitive student information. Ability to analyze and integrate financial and other student information in order to assist with problem solving and decision making. Adaptable to current and emerging technologies and willingness to utilize current technologies as a means of obtaining and processing student information, and the extraction, analysis, and upload of data for reporting. Skills in mainframe computer applications and in operating a personal computer utilizing word processing, spreadsheet and database software. Strong organizational skills and ability to prioritize and balance multiple priorities and competing deadlines. Strong communication skills in order to communicate effectively, both in writing and verbally, with students, faculty and staff. Ability to enforce University policies and procedures. Ability to work independently and to take initiative, as well as work in a team-oriented environment. Strong ability to troubleshoot and problem solve in a proactive manner. Maintain productive, mutually respectful and collaborative interpersonal working relationships with staff, faculty and students. Experience with mainframe systems, data entry, and Microsoft Word and Excel, and PeopleSoft. Ability to operate a telephone including voicemail, calculator, photocopy machine, and facsimile machine. Ability to sustain productivity while managing multiple projects from different constituencies. Ability to travel to educational centers and work some evenings, as required. Ability to sit for an extended period of time to work or talk on a telephone. Ability to reach, stoop, and bend to file paperwork.