Student Accounts Representative

Under general supervision, the Student Accounts Counselor manages the collection of defaulted loans and student accounts, using independent judgment to reduce delinquencies and university debt. The counselor proactively contacts students about outstanding balances, incomplete financial aid, and payment options. They provide guidance on Federal and Institutional Loan terms and repayment options, ensuring compliance with relevant policies and regulations. The role requires strong debt management skills, the ability to resolve account issues, and exceptional service to students while minimizing defaults and improving account management processes.

Minimum Qualifications

• Bachelor’s degree in a related field and 1 year related work experience OR an Associate’s degree and 3 years related work experience; an equivalent combination of training and experience may be considered

• Student Accounts experience in one of the following areas: Collections, Billing, Accounts Receivable, Refund processing

• Advanced analytical problem-solving skills

• Strong communication and customer service skills interacting with students, parents, and the public required

• Thorough knowledge and skills to utilize current office equipment and a variety of complex software packages

• Ability to prioritize and manage multiple and complex tasks under time pressure and to follow through on assignments independently.

• Ability to maintain a high degree of confidentiality

Preferred Qualifications

• Knowledge of best practices in accounting and collections

• 1+ years of collections experience

• Higher education and Banner experience

Essential Functions and percent of time:

Student Counseling and Education 40%

• Proactively communicate with current students regarding their account status and review accounts for existing and potential aid and counsel’s students on payment options with the goal of the student successfully completing their education.

• Manage conflicts, resolve complaints, recommend solutions, and provide counsel in financial matters.

• Provide advisement and counseling services to students, parents, university departments and outside agencies on policies and procedures and federal and state regulations as they relate to the overall student account billing and payment processing which includes financial aid and third-party authorizations.

• Review problem accounts and implement procedural changes in order to increase the efficiency of the collection’s operation.

• Monitor all phases of the pre-collection and counseling processes to ensure that established procedures are effectively and accurately applied.

• Monitor all current student payment plans and contacting students right away if a monthly payment has been missed.

• Provide accurate reporting to Bursar Services of outstanding balances.

Collection of past due balances 20%

• Actively pursue debts not within the current term, using discretion and independent judgement to settle past due balances and make specialized payment arrangements.

• Contact delinquent borrowers for repayment arrangements of defaulted loans and student accounts through a variety of methods: telephone, in person, mail, email, etc.

• Offer students various repayment options within the University’s established parameters.

• Monitor the status of repayment agreements and following up with students who have missed an established payment date.

• Navigate the delinquent student accounts through our collection process, including determination of the accounts sent to the Attorney General for collection.

• Process all payments received on delinquent accounts and assure that proper posting of receipts is made to all accounts under established general work procedures.

• Conduct exit interview counseling sessions with loan recipients to ensure borrower fully understands the loan provisions. These exit sessions can be in person, by mail, or on-line.

• Work with Collection Manager in development of collection methods that consistently lead to achieving or exceeding University goals.

Essential Functions and percent of time (cont'd):

Process Improvements 15%

• Maintain detailed working knowledge of Federal and Institutional loan programs and provide assistance to the borrower in maintaining their loan by processing deferments, forbearances, cancellations, special payment plans, etc., when needed.

• Ensure that all students have appropriate guidance to make informed loan repayment decisions.

• Initiate various tracing methods to locate delinquent borrowers for collection purposes, independently.

• Analyze data on multiple student information and student account systems to identify systemic and procedural student account issues.

• Reduce delinquency of student accounts.

• Compile data and prepare reports to provide information on the progress of the unit and on trends of student loan delinquency and default.

Student Account Balance Review 15%

• Run processes to establish accurate refunding and billing of student accounts to include review of such items as inclusive courseware, mixed campus charges, duplicate fees, and overall student account balance review.

• Receive and update student accounts in conjunction with Wright1 Card services.

• Run processes to provide final semester bills to students with unpaid balances.

• Serve as backup for refunding as needed, especially during High Volume Times.

• Provide College Credit Plus (CCP) Billing Statements to CCP Office.

Other Duties 10%

• Work closely with the Attorney General, outside collection agencies, and attorney offices, during the collection process. May be required to testify during legal proceedings to validate claims for money owed.

• Oversee the activity of the department’s student workers.

• Assure the accuracy of our reports to the Credit Bureau and answer disputes that the borrowers might have with these reports. Weekly updating of on-line disputes is necessary.

• Serve as Backup for Phones for General Bursar and Bursar Emails.

• Be available for walk-in appointments.

• Perform other duties and projects as assigned.