Manager, Student Accounts

Overview

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.

• Provide exemplary customer service to students, parents, faculty & staff regarding Merrimack College administrative policies and procedures related to financial aid, billing, and registration including but not limited to: health insurance waiver, information updates and changes, enrollment verifications, transcript requests, financial aid information, academic calendar, payment plans, account summary, grade information course registration, Direct Loan Entrance Counseling and/or Master Promissory Note.
  
  Assist these groups in accessing this information and related services using student systems and technology.
• Make appropriate referrals to students, parents, faculty and staff to college services in advising, career counseling, internship, student life, academic support, student 's, and housing, which support student experience and builds connections to the Campus.
• Educate students with regard to loan adjustments, excess funds, and direct deposit for student refunds to ensure students have timely and secure access to their money.
• Assist with FAFSA questions and corrections, FAFSA  password, IRS retrieval, verification, special circumstances appeal, and SAP appeal process to ensure students overcome technical or personal barriers, maintain eligibility, and access the financial resources needed to continue their education.
• Maintain compliance as necessary with FERPA and other federal and state regulations to ensure student data is secure.
• Actively contribute to the improvement of delivery of services, dissemination of information and student satisfaction to ensure a seamless student experience.
• 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 in a courteous, professional manner.
• Other duties as required for Student Financial Services & Registrar departments to be successful.

• Must be able to exercise good judgment, be responsive and courteous, and student service oriented at all times
• Demonstrated ability to handle confidential information appropriately
• Demonstrate ability to work in a fast-paced environment and prioritize accordingly.
• 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 in order to interact effectively with students, family members, and the general public as well as with representatives from other departments or institutions
• 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 the “big picture” as well as the details of complicated systems and issues.
• Must be able to work flexible hours including occasional evenings and weekends as needed

• Bachelor's degree required with 2-4 years professional higher education experience. However, will consider candidates with an Associate's Degree with 3-5 years' experience directly related to higher education.
• Preference is given to those with experience in at least one of the following three areas:
  Financial Aid, Registrar, or Bursar student billing.

• Resume
• Cover letter stating motivation and interest in the position, citing experience relevant to the qualifications and including experience with, and commitment to, our Catholic Augustinian mission and our values.

This position is subject to the successful completion of a criminal background check.

Merrimack College is a Catholic Augustinian institution of higher education committed to building an accepting and…