Manager, Student Accounts

Merrimack College • Andover, MA

78d

About The Position

The Student Accounts Manager performs a vital role in assisting and educating students, parents, faculty and staff to navigate administrative processes related to financial aid, billing, and registration. The Accounts Manager will provide exemplary customer service and support through a variety of service channels including walk-in, phone, email, chat and virtual meetings. They will be available to teach students how to access and use technology for self-service and will provide basic advising and information on college programs, requirements, academic policies and procedures. They will work with students, parents, faculty, and staff to solve problems related to systems, policies and/or procedures, and assist with institutional logistics that overlap a variety of dynamic and interconnected administrative areas. This position supports cooperative cross-functional, cross-campus communications and dialogue by maintaining a close working relationship with all campus offices. This position will include some remote or in person evening and weekend shifts.

Requirements

• Bachelor's degree required with 2-4 years professional higher education experience, or an Associate's Degree with 3-5 years' experience directly related to higher education.
• Demonstrated ability to handle confidential information appropriately.
• Ability to work both independently and in a team environment.
• Demonstrated ability to take initiative, to anticipate customer needs, solve problems proactively, and create positive student experiences.
• Must demonstrate strong interpersonal skills, discretion and resourcefulness.
• Ability to analyze and interpret information and make independent decisions.
• Experience with student relational database and CRM system helpful.
• Must have technical competence and an ability to understand complicated systems and issues.

Nice To Haves

• Experience in Financial Aid, Registrar, or Bursar student billing.

Responsibilities

• Provide exemplary customer service to students, parents, faculty & staff regarding Merrimack College administrative policies and procedures related to financial aid, billing, and registration.
• Make appropriate referrals to students, parents, faculty and staff to college services in advising, career counseling, internship, student life, academic support, student ID's, and housing.
• Educate students with regard to loan adjustments, excess funds, and direct deposit for student refunds.
• Assist with FAFSA questions and corrections, FAFSA ID and password, IRS retrieval, verification, special circumstances appeal, and SAP appeal process.
• Maintain compliance as necessary with FERPA and other federal and state regulations.
• Actively contribute to the improvement of delivery of services, dissemination of information and student satisfaction.
• Provide general information on financial aid eligibility and application requirements, gift aid and loan programs.
• Serve students in the acceptance and processing of tuition payments or any tuition related questions throughout each semester.
• Other duties as required for Student Financial Services & Registrar departments.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Educational Services
• Education Level: Bachelor's degree