The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. |
Reports directly to the Collections and Cash Management Specialist. Communicates and interacts with customers to provide effective customer service in response to inquiries and/or complaints regarding student accounts and related issues, to include analyzing accounts, determining and initiating appropriate follow-up actions, and appropriately responding to customers.
DUTIES AND RESPONSIBILITIES:
- Communicate and interact with customers including students and their parents to provide effective customer service. Receiving, researching and appropriately responding to inquiries and/or complaints regarding their student account.
- Maintain knowledge of current and changing federal regulations regarding Title IV funds, and the student lending environment; communicate relevant information to other staff members on a regular basis.
- Work with students to resolve issues with outstanding accounts and maintain records and statistics regarding student accounts.
- Assist with the collection efforts for our institutional loans, working with borrows to reduce the number of past due accounts and to minimize the University’s bad debt expense.
- Maintain student account documentation to assist agencies in the collection of outstanding accounts, including students who have graduated or withdrawn from the University.
- Receive, analyze and respond to the incoming documents regarding student accounts; identify patterns and trends of problems related to accounts, notifying and/or referring to supervisor as appropriate.
- Process various account documents including, but not limited to, promissory notes, deferment request, and exit interviews. Ensure actions are in accordance with established guidelines. Assist in the preparation of special accounting reports for administrative utilization.
- Perform cashier functions.
- Maintain familiarity with the policies and procedures of departments, schools and/or programs in order to provide information concerning accounts.
- Perform other related duties incidental to the work described herein.
- Performs miscellaneous job-related duties as assigned.
MINIMUM JOB REQUIREMENTS:
Work requires communication and analytical skills generally acquired through completion of a four year degree or commensurate experience. Prefer a degree in accounting or finance.
Work requires one or two years of related experience of a progressively responsible nature to acquire demonstrated customer service, problem-solving, analytical and communication skills necessary to provide effective loan counseling services to customers. Such occupations may include account representative, customer service representative, loan officer, or similar occupations.
Or an equivalent combination of relevant education and/or experience.
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
- Knowledge of federal and state financial regulations, and university financial policies and procedures.
- Knowledge of university and/or public auditing policies, standards and procedures.
- Knowledge of accounting and accounts receivable principles, methodology and practices.
- Ability to collect funds.
- Ability to use independent judgement and to manage and impart information to a range of clientele and/or media sources.
- Ability to assist in planning, organizing, implementing, and administering complex record keeping systems and procedures.
- Ability to write reports containing technical information.
- Ability to foster a cooperative work environment.
- Skills in budget preparation and fiscal management.
- Knowledge of software to qualify and illustrate complex financial reports, comparisons, impacts and projections.
- Knowledge of financial/business analysis techniques.
- Knowledge of customer service standards and procedures.
- Knowledge of cashiering and cash management principles, systems, procedures, operations and standards.
- Outstanding interpersonal and community relations skills, as well as the ability to communicate and work effectively within a diverse community.
- Ability to assist in supervision and training employees, including organizing, prioritizing and scheduling work assignments.
- Employee development and performance management skills.
WORKING CONDITIONS AND PHYSICAL EFFORT:
- Work is normally performed in a typical interior/office work environment.
- No or very limited physical effort required.
- No or very limited exposure to physical risk.