Student Account Services Associate

Pay Grade/Pay Range: Minimum: $21.44 - Midpoint: $26.83 (Hourly N6)

Department/Organization: 502201 - Student Account Services

Normal Work Schedule: Monday - Friday 8:00am to 5:00pm

Job Summary: The Student Account Services Associate reviews student accounts and applies established criteria to determine appropriate payment confirmation, refund, hold, billing, collection, or communication actions. Executes established reports to identify student accounts requiring review, including payment confirmation, credit balances, returned payments, stale dated items, outstanding balances, and other routine account exceptions. Initiates refunds, updates account records, processes returned payment activity, and supports resolution of payment or refund issues in accordance with University policies, procedures, and applicable regulations. Processes high volumes of payments and charges received from students, departments, and third parties. Provides professional customer service in a high-volume call center environment by researching student account questions, explaining policies, documenting interactions, and resolving routine to moderately complex issues.

Additional Department Summary: Provides exceptional customer service to students, parents, faculty, and staff of the University. Processes payments, analyzes data reports, and acts on their analysis. Represents Student Account Services at important events such as orientation. Makes presentations across campus to promote initiatives of the department and to share information.

Required Minimum Qualifications: High school diploma or GED and four (4) years of experience; OR associate's degree and two (2) years of experience; OR bachelor's degree or higher.

Skills and Knowledge: Outstanding customer service, analytical thinking, interpersonal, and active listening skills. Exceptional detail orientation skills. Ability to interpret and respond appropriately to people in various situations. Ability to establish and maintain effective and productive working relationships. Ability to function effectively both within a team and independently. Ability to work efficiently in a fast-paced environment. Ability to understand and analyze information and make correct decisions based on analysis. Ability to communicate clearly and concisely with tact and diplomacy in all verbal and written communication. Thorough knowledge of business writing, punctuation, and spelling. Broad working knowledge of functions and processes within other student service departments (Financial Aid, Registrar, etc.). Proficient in Microsoft Office suite.

Preferred Qualifications: Experience in finance and/or customer service in a large university setting.

Background Investigation Statement: Prior to hiring, the final candidate(s) must successfully pass a pre-employment background investigation and information obtained from social media and other internet sources. A prior conviction reported as a result of the background investigation DOES NOT automatically disqualify a candidate from consideration for this position. A candidate with a prior conviction or negative behavioral red flags will receive an individualized review of the prior conviction or negative behavioral red flags before a hiring decision is made.

Equal Employment Opportunity: The University of Alabama is an Equal Employment/Equal Educational Opportunity Institution. All qualified applicants will receive consideration for employment or volunteer status without regard to any legally protected basis and will not be discriminated against because of their protected status. Applicants and employees of this institution are protected under Federal law from discrimination on several bases. More information is available in the EEOC’s Know Your Rights: Workplace discrimination is illegal poster.

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