What are the responsibilities and job description for the Student Account Customer Service Rep position at William & Mary?
Position Information
Position Number
00183W
Position Title
Student Account Customer Service Rep
Employment Category
Full Time Operational
Location
William & Mary
Department
993000 Bursar
Unit Mission Statement
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.
Position Summary
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:
Core responsibilities include:
- Serves as a front line customer service representative, providing accurate and timely information about student accounts charges and payment, 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 reconciles 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
Conditions of Employment
- This is a non-exempt position, eligible to receive overtime in accordance with the Fair Labor Standards Act.
- This position may be subject to overtime beyond the typical work day/week due during high peak times, as approved by the supervisor.
Essential Designation
No
FLSA
Non-Exempt
Position Restricted?
No, this is a continuing E&G funded position and not term-limited
Position Term
12 month - Continuing
Position Months
Faculty or Staff: 12 month
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.
Is the position remote work eligible?
Hybrid (works remotely at least 1 day per week but not full-time)
Remote Work Disclaimer
Remote work eligibility is not guaranteed and is subject to approval. Employee eligibility depends on the likelihood of the employee succeeding in a remote work arrangement and the supervisor’s ability to manage remote workers. Departments and/or Human Resources may amend, alter, change, delete, or modify eligibility.
Advertised Pay Range
Up to $42,866 commensurate with experience.
Advertised Pay Range Statement
All hiring rates are commensurate with relevant experience up to the advertised amount considering internal alignment.
University Salary Range
U05
Benefits Summary Statement
William & Mary offers our employees a full array of benefits including retirement, health insurance with options for expanded dental and vision along with group and optional life insurance with coverage for spouse and children, flexible spending accounts, and an EAP (Employee Assistance Program).
Our employees enjoy additional university benefits such as educational assistance, professional development, wellness benefits, and a robust holiday schedule. All employees have access to fitness facilities on campus. Staff members also have access to the university libraries, and much more. To learn more, go to: https://www.wm.edu/offices/uhr/benefits/index.php?type=none
Our employees enjoy additional university benefits such as educational assistance, professional development, wellness benefits, and a robust holiday schedule. All employees have access to fitness facilities on campus. Staff members also have access to the university libraries, and much more. To learn more, go to: https://www.wm.edu/offices/uhr/benefits/index.php?type=none
Job Open Date
12/18/2024
Review Begin Date
Job Close Date
Open Until Filled
Yes
Special Application Instructions
This position is reposted. Previous applicants are still active and need not reapply.
Background Check Statement
William & Mary is committed to providing a safe campus community. W&M conducts background investigations for applicants being considered for employment. Background investigations include reference checks, a criminal history record check, and when appropriate, a financial (credit) report or driving history check.
EEO Statement
William & Mary values diversity and invites applications from underrepresented groups who will enrich the research, teaching and service missions of the university. The university is an Equal Opportunity/Affirmative Action employer and encourages applications from women, minorities, protected veterans, and individuals with disabilities.
Salary : $42,866
