Job Description Summary: The Student Accounts Coordinator will coordinate and facilitate the customer service for the Office of the Bursar. Receive and respond to student / parent inquiries and complaints. Ensure incoming calls are answered, routed, and returned, if applicable, in a timely manner. Analyze call volumes and assign personnel as necessary. This position reports to the Assistant Bursar.-Services.
The Student Accounts Coordinator will proactively participate in planning Business Office processes and procedures designed toward the attainment of University goals. Incumbent works within the office to make sure all necessary matters are addressed and resolved, service as a Team Leader and inter-department liaison by communicating advanced information regarding Business Office, tuition adjustments and waivers and financial aid guidelines, practices and procedures.
The Student Accounts Coordinator performs a variety of advanced accounting and administrative operations requiring the application of accounting/business office practices, polices, and procedures. Uses independent judgment and analytical problem solving abilities to identify and solve complex problems in examining and reconciling detailed reports/statements, conducting in-depth research to gather information and to solve departmental related problems and provide final analysis to the Assistant Bursar and Bursar.
Minimum Qualifications Bachelors Degree or equivalent experience Must have excellent customer service abilities, including tact and diplomacy. Excellent communication, organizational and leadership skills Must be detail oriented with effective problem solving, analytical and critical thinking, reconciliation, and conflict resolution skills, and the ability to follow through on related matters. Ability to exercise initiative, use independent judgment, and handle issues in a professional manner. A working knowledge of general accounting rules and accounts receivable procedures and practices is required. Experience with accounts receivable computer systems, current administrative software such as word processing, spreadsheets, file transfer and file encryption is preferred. Knowledge of current administrative software applications especially those related to business functions is preferred. At least 3 years of related experience is required, but five years of accounts receivable is preferred Accounting experience is preferred Customer or student service experience
Preferred Qualifications Bachelors degree
Essential Duties Coordinates all activities related to customer service within the Bursars Office. Responsible for training, communication, and coordination of all customer service policies and procedures for student accounts. Maintain a working standard operating procedures for own duties as Team Leader, as well as the customer service area.
Schedule and monitor telephone availability of staff in coordination with the Assistant Bursar-Services, as well as maintain documentation of weekly summary reports that research problematic issues as it pertains to customer service. Conduct proactive customer service research and assessments of effective telephone inquiry responsiveness. Organize and handle tuition account transactions and problem resolution. Manage course refunding and tuition adjustment manual and automated processes resulting from course withdrawals, registration changes, and student appeals. Process other manual tuition and fee adjustments as necessary. Audit and research student accounts to resolve billing disputes. Investigates complaints from students and parents and participate in negotiating solutions. Provide written and oral communication to parent and students regarding billing inquiries. Manage office email replies, and create custom billing statements when necessary. Responsible for ensuring all appropriate and approved adjustments are processed in a timely manner, prior to creation of statements. Utilizes independent thought to identify accounts requiring problem resolution in registration, tuition billing, application of financial aid, and refunds for all student accounts. Support the Business Office refund area by identifying accounts that have credit balances and send appropriate correspondence to the refund area staff for processing. Manage the Money for Textbook program. This includes posting of student account charges, bookstore reconciliations, and bookstore invoicing. Manage student installment payment plans, and handle related reporting any follow up. Manage payment plan inquiries and disputes. Manage parking charge processes for permit and citation charges in coordination with the Department of Public Safety. The incumbent must maintain confidentiality regarding all matters pertaining to the Business Office and Finance division. Assist with clearance and student hold processes. Represents the Bursars Office at student recruiting, information and orientation events. Monday through Friday 8:30a.m to 4:30p.m with occasional evenings and weekends for University events. *Any one position may not include all of the duties listed, nor do the examples necessarily include all of the duties performed.
Webster University is committed to creating a diverse environment and is proud to be an equal opportunity employer. We are committed to maintaining a culturally and academically diverse faculty and staff of the highest caliber. Accordingly, Webster University provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity, national origin, ethnicity, age, protected veteran or disabled status, genetic information, or any other characteristic protected by applicable law.
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With its home campus in St. Louis, Missouri, USA, Webster University comprises an action-oriented global network of faculty, staff, students and alumni who forge powerful bonds with each other and with their communities around the globe. Founded in 1915, Webster is a private non-profit university with students studying at campus locations in North America, Europe, Asia and Africa and in a robust learning environment online. The university is committed to ensuring high-quality learning experiences that transform students for global citizenship and individual excellence.