Student Accounts Assistant

College of the Holy Cross•Worcester, MA

13d•Hybrid

About The Position

The Student Accounts Assistant provides day-to-day support for student account operations, with a primary focus on student accounts receivable outreach, customer service coverage, and administrative coordination. This temporary backfill position will assist students and families with account-related questions, conduct professional and timely outreach regarding overdue balances, and support the accurate and efficient processing of departmental administrative functions. The ideal candidate will demonstrate strong customer service skills, attention to detail, discretion when handling confidential information, and the ability to manage multiple priorities in a deadline-driven environment.

Requirements

Associate degree or relevant college coursework.
Bachelor's degree or equivalent combination of education and experience.
Previous experience in customer service, accounts receivable, office administration, higher education, or a related field.
Strong written and verbal communication skills.
Demonstrated ability to provide professional and responsive customer service.
Strong attention to detail and accuracy.
Ability to handle confidential information with discretion.
Proficiency with Microsoft Office or comparable office productivity applications.
Ability to organize work, manage competing priorities, and meet deadlines independently.

Nice To Haves

Bachelor's degree or equivalent combination of education and experience.
Experience working with student accounts, billing, collections, accounts receivable, or financial services.
Experience with student information systems, customer relationship management systems, or accounting software.
Experience conducting payment reminder or overdue balance outreach.
Experience with use of PeopleSoft, Workday, and/or TouchNet a plus.
Familiarity with higher education policies and practices.

Responsibilities

Conduct phone, email, Zoom meetings, and other appropriate outreach to students regarding overdue or outstanding account balances.
Communicate account information clearly, professionally, and respectfully while maintaining confidentiality.
Explain payment expectations, billing information, available payment options, and applicable institutional policies and procedures.
Document outreach efforts, student interactions, and account notes accurately in the applicable student information or accounts receivable systems.
Follow established escalation procedures for complex, sensitive, or unresolved account matters.
Coordinate with other campus offices, as appropriate, to help resolve student account questions and barriers to payment.
Provide customer service coverage by phone, email, and in person, as assigned.
Respond to student, parent, staff, and other customer inquiries in a timely and courteous manner.
Conduct outreach for overdue student accounts.
Research and resolve routine questions related to tuition, fees, payments, credits, refunds, holds, and account activity.
Refer inquiries requiring specialized knowledge or authorization to the appropriate staff member.
Maintain a professional, welcoming, and student-centered service environment.
Assist with routine data entry, account updates, payment processing support, document preparation, filing, scanning, and record maintenance.
Review student accounts charges for accuracy and reach out to other departments if needed for resolution.
Review account and billing information for accuracy and identify discrepancies or items requiring follow-up.
Support the preparation of reports, correspondence, spreadsheets, and other departmental materials.
Assist with departmental projects, process improvements, and periodic operational activities.
Maintain organized and accurate electronic and paper records in accordance with institutional policies.
Perform other related duties as assigned.