Student Accounts Representative

Student Accounts Representative

Under general supervision, the Student Accounts Counselor manages the collection of defaulted loans and student accounts, using independent judgment to reduce delinquencies and university debt. The counselor proactively contacts students about outstanding balances, incomplete financial aid, and payment options. They provide guidance on Federal and Institutional Loan terms and repayment options, ensuring compliance with relevant policies and regulations. The role requires strong debt management skills, the ability to resolve account issues, and exceptional service to students while minimizing defaults and improving account management processes.

Bachelor's degree in a related field and 1 year related work experience OR an Associate's degree and 3 years related work experience; an equivalent combination of training and experience may be considered. Student Accounts experience in one of the following areas:
Collections, Billing, Accounts Receivable, Refund processing. Advanced analytical problem-solving skills. Strong communication and customer service skills interacting with students, parents, and the public required. Thorough knowledge and skills to utilize current office equipment and a variety of complex software packages. Ability to prioritize and manage multiple and complex tasks under time pressure and to follow through on assignments independently. Ability to maintain a high degree of confidentiality.

Knowledge of best practices in accounting and collections. 1+ years of collections experience. Higher education and Banner experience.

Student Counseling and Education 40%:
Proactively communicate with current students regarding their account status and review accounts for existing and potential aid and counsel's students on payment options with the goal of the student successfully completing their education. Manage conflicts, resolve complaints, recommend solutions, and provide counsel in financial matters. Provide advisement and counseling services to students, parents, university departments and outside agencies on policies and procedures and federal and state regulations as they relate to the overall student account billing and payment processing which includes financial aid and third-party authorizations.

Review problem accounts and implement procedural changes in order to increase the efficiency of the collection's operation. Monitor all phases of the pre-collection and counseling processes to ensure that established procedures are effectively and accurately applied. Monitor all current student payment plans and contacting students right away if a monthly payment has been missed. Provide accurate reporting to Bursar Services of outstanding balances.

Collection of past due balances 20%:
Actively pursue debts not within the current term, using discretion and independent judgement to settle past due balances and make specialized payment arrangements. Contact delinquent borrowers for repayment arrangements of defaulted loans and student accounts through a variety of methods: telephone, in person, mail, email, etc. Offer students various repayment options within the University's established parameters. Monitor the status of repayment agreements and following up with students who have missed an established payment date.

Navigate the delinquent student accounts through our collection process, including determination of the accounts sent to the Attorney General for collection. Process all payments received on delinquent accounts and assure that proper posting of receipts is made to all accounts under established general work procedures. Conduct exit interview counseling sessions with loan recipients to ensure borrower fully understands the loan…