William & Mary Libraries is seeking a Student Account Customer Services Representative to provide front-line customer service to the Bursar’s office. The role involves managing student accounts, processing payments, and assisting students with financial inquiries related to tuition and scholarships.
Responsibilities
- Serves as a front line customer service representative, providing accurate and timely information about student accounts charges and payment, payments plans, refunds, outside scholarships, third-party payments, and 1098T tax forms
- Manages outside scholarship process and third-party contracts: Posts, releases, and reconciles scholarship memos to student accounts. Invoices and follows up with scholarship organizations and third-party contract vendors about payments that have not been received or need to be returned by the University. Monitors outstanding invoices, and delinquent accounts. Maintains scholarship and third-party files utilizing a document imaging system. Reviews all memos for accuracy prior to the e-bill process being run to ensure that the information is up to date
- Assists students with Tuition Installment Payment Plan: reviews student’s enrollment eligibility, set up, adjustments, ensures tuition and fees are covered by a payment plan, and resolves students’ payment plan inquiries, including payments made via Touchnet payment system, late fees, and delinquencies
- Processes contracts for local school districts, Virginia 529, Post 911 GI Bill, invoices contract organizations and reconciles all records of payments received to rosters
- Processes all employee waivers and senior citizen waivers per Commonwealth of Virginia and University policy
- Assists with all Military billing processes
Skills
- High School diploma or equivalent
- Strong background in customer service/customer relations
- Demonstrated experience with accounting or fiscal administration
- Knowledge of student accounts, collections, and financial aid processes
- Familiarity with accounting policies and procedures, with demonstrated cash handling skills
- Knowledge of student loan processing of both private and federal loans
- Proficiency in a variety of software applications, including MS Office (specifically Word, and Excel) and automated accounting software programs
- Excellent communication and interpersonal skills with a strong customer service orientation and the ability to work effectively with a diverse University community, exercising diplomacy and good judgment in all interactions
- Effective problem-solving skills with the ability to learn and apply processes and procedures and resolve a multitude of issues within the scope of the position
- Strong organizational skills with the ability to work independently in a fast-paced environment, and manage competing priorities in stressful situations
- University-level courses in accounting, finance, or closely related fields
- Knowledge of Commonwealth VA policies and procedures particularly in a higher-education setting
- Knowledge of Banner student and finance modules or another ERP-based module system
- Working knowledge of the TouchNet system is desirable
- Experience working in student accounts or Bursar's office is highly preferred
- Experience using Banner (Finance) or a similar Oracle-based accounting system is desirable
- Experience working with VA policies and procedures within a state college or university system
- Experience working in higher education, preferably in a student accounts office
Company Overview
William & Mary Libraries support and enhance teaching and research, and foster intellectual curiosity, creativity and lifelong learning. It was founded in undefined, and is headquartered in Williamsburg, Virginia, US, with a workforce of 1001-5000 employees. Its website is http://libraries.wm.edu.
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