Student Account Representative

Covista•Columbia, MD

20h•$17 - $27•Hybrid

About The Position

The Student Account Representative supports student success through proactive account assessment, student finance advising, and account resolution. Working as part of a team, the representative helps students understand financing options, resolve account balance concerns, fulfill payment obligations, and make informed financial decisions throughout their academic journey. Reporting to the Account Management Manager, this position operates in a contact center environment and supports students through inbound and outbound phone calls, email, and chat. The role includes providing customer service, assisting with financing and payment solutions, conducting collections and delinquency outreach, and helping students find appropriate solutions for outstanding balances. The representative collaborates with academic partners and cross-functional departments to resolve financing and account-related issues while delivering a high-quality student experience. The position also supports Covista's values and culture of CARE, consistent with the organization's mission, vision, and purpose.

Requirements

Bachelor's degree preferred; equivalent education and/or relevant work experience required.
Ability to work independently and collaboratively in a fast-paced, team-oriented environment.
Strong customer service, verbal communication, and active listening skills, including the ability to remain professional and composed in challenging situations.
Demonstrated ability to engage students effectively regarding outstanding balances, payment obligations, and account resolution options.
Strong attention to detail and accuracy when documenting student interactions, account activity, and follow-up actions.
Proficiency in Microsoft Office and experience using databases, CRM systems, and other web-based applications.

Nice To Haves

At least 1 year of experience in higher education, customer service, collections, account management, financial services, or a related field.
Knowledge of student finance processes and higher education regulations.
Familiarity with Federal financial aid programs.
Experience communicating with customers by phone, email, and chat.
Experience with CRM systems such as Salesforce, Banner, or Powerfaids.

Responsibilities

Analyze each student's financial situation and provide guidance, payment solutions, and account resolution strategies that support student success and fulfillment of financial obligations.
Communicate proactively with students through inbound and outbound phone calls, email, and chat about account balances, payment options, delinquent accounts, and financing-related questions.
Collaborate with academic partners and cross-functional teams to resolve account, payment, and student finance issues while delivering a positive student experience.
Communicate University policies, procedures, and financing requirements accurately and effectively, ensuring students understand available options and next steps.
Provide accurate account and payment guidance to help students make informed financial decisions.
Conduct collections and delinquency outreach and help students identify solutions for outstanding balances while supporting their continued academic success.
Address escalated student concerns by identifying appropriate solutions, coordinating with relevant stakeholders, and driving issues through resolution.
Identify opportunities to improve processes, contribute to new initiatives, and support continuous improvement efforts.
Participate in team meetings, training, and organizational initiatives.
Maintain compliance with applicable federal, state, institutional, and regulatory requirements, as well as company policies and standards.
Perform other duties as assigned.