Student Accounts Specialist

Job Title

Student Accounts Specialist

Bursar’s Office

General University

Macon, GA 31207

Mercer University is searching for a Student Account Specialist for the Bursar’s Office on the Macon, GA campus.

This position is the primary customer service representative for Student Engagement to include our texting platform, Slate and the Bursar customer service email. Primary customer service representative for high touch accounts – including Atlanta and Regional Academic Center students. Responsible for Alternative Student Lifecycle and collection for this population to include receipting tuition revenue and monitors accounts for delinquency and specialized reporting.

An understanding of the collection cycle, various billing rates, various degree and program requirements, and office & University policies are required. Ability to use discernment on escalation is also necessary. Primary Bursar representative for off-campus and virtual orientations for all campuses. This position will serve as primary customer service backup to Student Support Specialist(s).

A high school diploma/GED and three years of customer service, accounts receivable, data entry, and/or bookkeeping experience are required. Candidates with a bachelor’s degree and/or courses in bookkeeping, accounting or business operations are preferred. Candidates must have a valid driver’s license and be insurable by the university’s carrier as this position requires some travel.

• Willingness to take ownership of each customer contact and provide whole concept service with a sense of urgency.
• Exceptional customer service skills with ability to work effectively with a diverse student population.
• Use discretion to protect confidentiality / privacy of student data.
• Attention to detail, striving for meticulous accuracy in posting information and payments.
• Exceptional organization skills.
• Analytical reasoning to apply federal regulations and university policy.
• Judgment to determine when to make an exception within policy and when to elevate an issue.
• Ability to switch focus regularly and keep a to-do list to return to unfinished work.
• Maintaining composure in difficult conversations with the recognition that these accounts have varying financial significance to each student. These can be emotional conversations.
• Ability to handle peak periods of activity when call, text, and email volume are significantly increased.
• Return all correspondence received by 4 pm before leaving for the day.
• Attention to audit and security issues.
• Ability to travel on university business and must be insurable by the university’s carrier.

• Criminal History
• Credit Check
• Approved Driver’s Check

Staff Student Operations Non-exempt

40

EEO/Veteran/Disability