Student Accounts Representative

University of North Carolina Wilmington•Wilmington, NC

32d•$38,050 - $42,050•Onsite

About The Position

Provide frontline superior customer service support for student accounts and other general student departments. Communicate pleasantly and professionally by email, phone, and/or in person with departments, parents, and students regarding questions. Assist with orientations and fairs. Analyze and understand billings and the associated charges on students' accounts. Manage a high volume of inbound telephone calls, written requests, and face-to-face service requests. Proactively analyze and contact students via phone that have balances due with each approaching bill due date. Gather information from students to effectively understand and evaluate individual circumstances; interpret relevant policies, procedures, and guidelines to identify and explain next steps required for students and families to successfully navigate to resolve their questions. Proactively contact students with outstanding balances to make them aware and possibly provide solutions before cancellation for non-payment or holds occur. Research and interpret information for each student and document student communication in Banner. Assist with developing, revising, and updating processes along with creating and/or editing forms and publications such as orientation materials. Complete Tuition Reimbursement Forms and GradGuard Insurance Claim Forms for students. Analyze and research outstanding/stale-dated checks to be able to provide written (letter), email, and phone outreach to students and authorized users. Schedule follow-ups to ensure communication was received and action is taken. Create and provide itemized statements for students as requested.

Requirements

Bachelor's degree; or equivalent combination of training and experience. All degrees must be received from appropriately accredited institutions.

Nice To Haves

Higher education experience.
Experience working with Banner or a comparable complex ERP system.
Experience with TouchNet.
Laws and regulations associated with student rights and privacy and information security (e.g. FERPA, PCI, GLBA, Red Flags Rules).
Ability to analyze processes, detect inefficiencies, and determine solutions.
Ability to multi-task in high volume/fast-paced environment.
Capacity for maintaining voluminous records and high-quality organizational skills. Strong interpersonal skills, good written communication skills.
Excellent customer service skills and the ability to communicate to all organizational levels, students, and parents.
Proficiency with Microsoft Office products.
Excellent listening skills, empathy, and tone with attention to detail while multi-tasking and navigating through multiple computer applications accurately and quickly to document information and tasks completed.

Responsibilities

Provide frontline superior customer service support for student accounts and other general student departments.
Communicate pleasantly and professionally by email, phone, and/or in person with departments, parents, and students regarding questions.
Assist with orientations and fairs.
Analyze and understand billings and the associated charges on students' accounts.
Manage a high volume of inbound telephone calls, written requests, and face-to-face service requests.
Proactively analyze and contact students via phone that have balances due with each approaching bill due date.
Gather information from students to effectively understand and evaluate individual circumstances; interpret relevant policies, procedures, and guidelines to identify and explain next steps required for students and families to successfully navigate to resolve their questions.
Proactively contact students with outstanding balances to make them aware and possibly provide solutions before cancellation for non-payment or holds occur.
Research and interpret information for each student and document student communication in Banner.
Assist with developing, revising, and updating processes along with creating and/or editing forms and publications such as orientation materials.
Complete Tuition Reimbursement Forms and GradGuard Insurance Claim Forms for students.
Analyze and research outstanding/stale-dated checks to be able to provide written (letter), email, and phone outreach to students and authorized users. Schedule follow-ups to ensure communication was received and action is taken.
Create and provide itemized statements for students as requested.

Benefits

Employees of UNCW are provided a comprehensive benefits package as well as other programs, resources, policies, and practices that help to support a work/life balance.
Full time employees are eligible for dental, vision and health insurance plans. Health insurance benefit plans eligibility begins on the first of the month following date of hire.
Retirement plan contributions begin on the eligibility date following election and include employer contributions for either a defined contribution or a defined benefit plan. Optional disability plans are also available.
Full time employees are also eligible for the tuition waiver program which covers the cost of tuition and fees for up to three (3) undergraduate or graduate courses per academic year at UNCW or any other university within the UNC System. In addition, UNCW covers the cost of tuition and fees for one UNCW course each summer session.
As a full time employee, UNCW also offers a free membership to the Campus Recreation Center, free vaccine and booster shots offered on campus, meditation and yoga sessions, voluntary supplemental insurance coverages, pretax flexible spending accounts, 12 paid holidays, 24 hours of paid community service leave time, paid vacation and sick leave accrual and family medical leave after 12 months of continuous service.
We also offer an abundance of training and development programs through our Dare to Learn Academy,and the employee assistance program, many of which are offered free of charge.

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