Student Account Customer Services Rep

William & Mary Libraries is seeking a Student Account Customer Services Representative to provide front-line customer service to the Bursar’s office. The role involves managing student accounts, processing payments, and assisting students with financial inquiries related to tuition and scholarships.

Responsibilities

• 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

Skills

• 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
• 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

Company Overview