Student Account Coordinator

Job Summary/Basic Function:

The Student Account Coordinator is responsible for supervising the staff in customer service and processing responsibilities within a fast paced, efficiency driven billing and collections office. The Student Account Coordinator serves as a liaison for the department, maintaining a cooperative partnership between other key offices such as the Office of Financial Aid, Admissions, Business Office, and the Registrar’s Office to promote student and university success and will provide customer service in person, by phone, email, and written letter with a diverse population, including students, parents, staff, faculty, and the community, including maintaining department dedicated webpages, regularly handling escalated inquiries, and serving as the point of contact for other staff and other internal TU offices. This position counsels’ students and families on billing and financial aid concerns, exercise a high level of professional judgement to ensure student success, serves in various aspects of project management, and acts as SIS technical and functional lead for the office. The Student Account Coordinator serves as a direct support to the Director in all functions, with an emphasis on billing activities and procedure implementation and adherence.

Required Qualifications:

• Bachelor’s degree or at least 3 years of experience in a financial related field.
• 3 years customer service experience.
• Supervisory experience
• Experience problem solving in high pressure situations.
• Experience prioritizing multiple projects with concurrent deadlines.
• Experience with software packages such as CAMS, CashNet, Jenzabar, and Great Plains
• Experience working with financial records.
• Ability to maintain confidentiality.
• Excellent organizational, communication, and analytical skills.
• Independent judgement, personal responsibility, and anticipatory thinking.
• Comfort with dynamic, fast-paced work environments; a sense of urgency and attention to deadlines and details.
• Strong sense of diplomacy, responsibility, and tact.
• Flexibility, willingness, and ability to pursue and adopt new ideas, information, technology, and process and summarize information.
• Proficient in Microsoft Office Suite including Outlook, Excel, and Word.
• Excellent oral, written, and interpersonal communication skills.
• Evidence of a commitment to diversity, equity, and inclusion.
• Successful interview.
• Successful completion of background checks.

Preferred Qualifications:

• Experience working in higher education – specifically in a Student Accounts/Financial Aid capacity.
• Experience with CashNet platforms.
• Accounting experience.
• Knowledge of Title IV and FERPA regulations.
• Experience carrying out conflict mediation and de-escalation practices.

Job Description:

Duties and Responsibilities:

• Manage student accounts staff and maintain knowledge of billing and financial aid regulations to provide effective office leadership.
• Manage all forms of the customer service experience for constituents – including telephone, email, in-person, website, and written communications.
• Operate as a backup for the Director in all billing & fiscal related activities.
• Execute all billing functions and related processes for assigned student populations.
• Collaborate with university community and external parties to provide student account information.
• Create and distribute student communications and outreach.
• Develop and participate in presentations to the university community, especially orientation programs.
• Gain and utilize knowledge of back-office functions to work as a support for all staff.
• Oversee and troubleshoot impacts from technical upgrades to all platforms, including the SIS.
• Participate in university committees and projects as necessary and/or assigned.
• All other duties as assigned.

Essential Functions:

• Most work done at a desk, utilizing a computer and phone.
• Work is normally performed in a typical interior/office work environment.
• Ability to sit for long lengths of time.
• Extensive verbal communication skills (provide information and assistance regularly).
• Extensive writing skills (prepare and organize complex documents).
• Understanding of written and verbal directions.
• Intermediate math skills (addition, subtraction, multiplication, division, fractions, percentages).
• Must be able to lift/pull/push up to 10 pounds.