Student Account Specialist – Marion Campus (Grant County

Key Responsibilities

Student Account Management & Customer Service Serve as the primary point of contact for student account inquiries, providing professional, accurate, and timely assistance to students, families, faculty, staff, and external partners through phone, email, and in-person interactions. Welcome and assist students, faculty, staff, and campus visitors while maintaining a positive customer service experience. Explain tuition and fee charges, billing statements, account activity, payment options, refund processes, and the impact of financial aid on student accounts.

Assist students with online account management processes, including payments, refunds, payment plans, and account access. Support students with Touchnet payment plans, Bank Mobile refund preferences, and related account questions. Research, analyze, and resolve student account issues, including billing discrepancies, payment concerns, financial aid-related questions, and account exceptions. Review and manage student account holds, placing or releasing holds in accordance with institutional policies and procedures.

Conduct proactive outreach to students regarding account balances, payment deadlines, non-paid status, pre-collection activity, and other account-related requirements. Serve as the primary contact for outreach efforts related to non-paid status, past-due balances, and pre-collection activities prior to and throughout the academic term.

Receive, process, and accurately record tuition, fee, transcript, and other college-related payments through approved college systems. Process payments received in person, online, and through the mail, ensuring timely application to student accounts. Prepare and distribute Clover payment invoices and accurately apply payments to student accounts. Process account adjustments related to approved drop/add activity and other authorized account transactions. Create, monitor, and follow up on payment plans to support timely student payments.

Research and resolve returned ACH transactions, non-sufficient funds (NSF) payments, missing payments, and related account issues. Process Bank Mobile timeout transactions and other refund-related exceptions as necessary. Research and coordinate resolution of returned refunds, stale-dated checks, and outstanding refund transactions. Ensure all transactions are processed accurately and in compliance with institutional policies and procedures.

Balance and maintain assigned cash drawers in accordance with college cash-handling policies and internal control requirements. Reconcile daily cashiering activity, cash drawers, and transaction reports, researching and correcting discrepancies prior to finalizing reports. Prepare daily deposits and maintain all required supporting documentation. Complete daily deposit reconciliations and reporting within Banner, Workday, and other applicable systems. Ensure compliance with cash management procedures, audit requirements, and established internal controls.

Maintain accurate records supporting all cashiering and reconciliation activities.

Review daily refund reports, MC Hold reports, account exception reports, and other operational reports to identify and resolve issues in a timely manner. Process non-payment reporting and assist with related student account follow-up activities. Research and resolve account discrepancies, escalating complex issues when appropriate. Maintain accurate student account records and ensure compliance with institutional policies and procedures. Assist with internal and external audits by providing documentation, reconciliations, and supporting records.

Ensure all responsibilities are performed in accordance with FERPA, applicable regulatory requirements, and professional standards. Maintain confidentiality of student records, financial information, and other sensitive institutional data.

Collaborate with Financial Aid, Registrar, Academic Affairs, Career Link, Finance, and other campus departments to resolve student account questions and support student success. Work closely with the Director to support operational initiatives, special projects, peak registration periods, and other campus priorities. Assist with general Bursar Office operations and administrative functions as assigned. Participate in process improvement efforts that enhance efficiency, accuracy, compliance, and customer service.

Adapt to changing operational needs and institutional priorities while maintaining service excellence. Perform other duties as assigned.

High school diploma or equivalent. Demonstrated customer service experience with strong verbal and written communication skills. Ability to maintain confidentiality and exercise sound judgment when handling sensitive information. Strong organizational skills with the ability to prioritize multiple tasks and meet deadlines.…