JOB TITLE: Student Accounts Resolution Specialist
LOCATION: Hybrid-Remote
DEPARTMENT: Student Accounts
FLSA Status: Non-Exempt
SUPERVISOR NAME: Erin Eberhardt
SUPERVISOR TITLE: Student Accounts Supervisor
GENERAL PURPOSE OF THE JOB:
This full-time position is responsible for the University’s student withdrawal processing, past due accounts receivable, and internal recovery efforts for all student accounts. Handles inquiries in reference to past due balances, send follow-up inquiries, negotiate in-house payment plans and act as the liaison with outside collection agencies. This position will focus on achieving revenue recovery goals while delivering excellent customer service to ensure student satisfaction and retention.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Maintain the workflow and documentation of student accounts in the collection process. Place and remove appropriate holds on student accounts. Monitor and analyze prior student aging data to identify accounts requiring follow-up. Carry out all steps of the internal collections process, including timely and documented communication with students by email, mail, or other approved methods Process all university Withdrawals within 14 days of notification, coordinating with Registrar and Financial Aid as needed. Review and prepare collection agency payment against invoicing, and upload within 14 days of receipt Manage repayment arrangements and ensure accounts and records are current and accurate. Handle communications relating to past due accounts, for current and prior students Recommend and prepare delinquent accounts for assignments to collection agencies and manage student account write-offs. Manage disputes for internal collections, as well as for external 3rd party collection agency Process manual billing charges/credits and adjustments (i.e., drop/add adjustments) within 5 business days of receiving information. Maintain a detailed procedure guide for the duties of this position. Act as secondary backup for the Student Accounts phone line and department inbox, assisting all students with their accounts and providing accurate information, guidance, and support in accordance with current policies and the academic catalog Attend staff meetings as required. Participates in department training and development programs.
SECONDARY DUTIES AND RESPONSIBILITES:
Other duties and special projects may be assigned to meet department or university needs. As a member of the Student Accounts team this position contributes to the team effort by welcoming new and different work requirements; exploring new opportunities to enhance services of the office, and helping others accomplish related job results where needed.
ATTENDANCE:
Must be punctual and timely in meeting all requirements of performance, including, but not limited to, attendance standards and work deadlines; beginning and ending assignments on time; and scheduled work breaks, where applicable.
ONSITE:
This position requires occasional onsite support and/or attendance to meet the essential functions of the job. Onsite activities may include but are not limited to the following: Orientation, beginning of term student assistance, other Student Services events as necessary.
INTELLECTUAL:
Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
Design - Generates creative solutions; Translates concepts and information into images; Uses feedback to modify designs; Applies design principles; Demonstrates attention to detail.
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations.
Project Management - Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
INTERPERSONAL:
Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
External Working Relationships – Develops and maintains courteous and effective working relationships with clients, vendors and/or any other representatives of external organizations.
ORGANIZATION:
Business Acumen - Aligns work with strategic goals.
Business Necessity – The needs of the employer may be dependent on responding to and anticipating rapidly changing external and internal demands in all aspects of how business is conducted. This may include, but is not limited to, organization structure, finances, goals, personnel, work processes, technology, and customer demands. Therefore, it may become necessary to make modifications to how business is conducted, and work is accomplished, with minimal or no advance notice to employees. Accordingly, the employee must be capable of adapting, with minimal or no advance notice, to changes in how business is conducted, and work is accomplished, with no diminishment in work performance.
Safety and Security –All employees are responsible for observing safety and security procedures as applicable and reporting potentially unsafe conditions to management.
SUPERVISORY RESPONSIBILITIES: This position has no supervisory responsibilities.
EDUCATION AND/OR EXPERIENCE:
Three to five years related experience, preferably in higher education and/or training; or equivalent combination of education and experience.
COMPUTER SKILLS:
To perform this job successfully, an individual should have knowledge of Internet Software; spreadsheet software (Excel); word processing software (Word); electronic mail software (Outlook); presentation software (PowerPoint); 10-key by Touch, reporting software, and enterprise database software system; Jenzabar (J1).
CERTIFICATES, LICENSES, REGISTRATIONS:
None
OTHER SKILLS AND ABILITIES/ QUALIFICATIONS:
Experience in Jenzabar system preferred. Proven customer service skills and enthusiasm for providing exceptional service to a diverse population of students, staff, faculty, and other constituencies. Proven exceptional attention to detail and ability to consistently produce error free results. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit; and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and taste or smell. The employee must occasionally lift and/or move up to 25 pounds.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. While performing the duties of this job, the employee is occasionally exposed to the outside weather conditions. The noise level in the work environment is usually moderate.
EXPECTATIONS OF SCU EMPLOYEES:
The SCU President’s Cabinet has identified a set of values that are bare minimums for employment, and those that are core to who we are as a university.
SCU CORE VALUES:
1) Integrative Health: We teach, learn, collaborate, and lead by creating an open environment for multiple disciplines and professionals to bring their shared and unique skills together for the benefit of patients and students.
2) Evidence-based Practice: We value a culture of inquiry, assessment, research, scholarship, and judicious use of current best evidence to inform our decisions and work.
3) Health Equity: We value people equally. We strive to educate graduates that are prepared to improve individual and community health.
4) Inclusivity: We welcome everyone regardless of age, race, ethnicity, class, religion, gender, gender expression, sexual orientation, disability, or any other similar or protected status. We believe inclusivity leads to more diversity in our reasoning, better representativeness in our conclusions, more ingenuity in our problem solving, and greater equity in our care.