Senior Student Services Representative; Deposits-Hybrid

Senior Student Services Representative (Payments and Deposits)-Hybrid Schedule

Position Summary

Reporting to the Associate Director, Payments and Deposits (P&D), the Senior Student Service Representative (P&D) is responsible for researching and responding to student and departmental inquiries, and the timely processing, verifying and balancing of student and departmental payments and deposit transactions. The Senior Student Services Representative is a front facing role and will support Student Financial Services operations by welcoming and communicating with students and departmental administrators while accurately managing varied payment processing, virtual queue review, and research/resolution via transactional processing.

Responsibilities

• Analyzes and performs required payment/adjustment processing functions for student accounts in compliance with Federal, State and University policies and procedures.
• Verify and balance daily workflow, prepare and process check deposits including in-person, mail and rejected lockbox checks via Image Direct Deposit (IDD) banking systems.
• Provides guidance and resolution to students and departments via in-person, e-mail, phone and Service Now for holds, registration issues, delayed lockbox payments, negotiated lockbox payments not posted, returned checks/fees, 529 plans, outside awards, wire inquiries and missing stipend payments.
• Perform online reviews and processing of wire transfers with the Wells Fargo Monitoring system.
• Researches/processes all wire transfers for distribution to student's accounts batching and posts receipts to the University control accounts. Process and batch manual adjustments required.
• Provides administrative support for documentation and reporting requirements, such as Onbase scanning and indexing of pertinent and sensitive P&D documentation for future research and audit reference.
• Assist with monitoring and processing pay card activity as assigned, including verification of required documentation and routing items for review/approval by authorized staff.
• Performs related duties and special projects as assigned.

This position works on a hybrid schedule, generally working three days/wk on site and two day/wk remotely. However, for peak periods, staff may be required to work five days/wk on site.

Minimum Qualifications

• High school diploma or its equivalent.
• Minimum of three years' related experience.

Preferred Qualifications

• Some college preferred.
• Familiarity with multiple student account business operations, including billing, hold management, refunds processing, financial aid processing, alternative loan, and outside awards strongly preferred.
• Banking knowledge of check processing and pay cards management principles and procedures preferred.

Other Requirements

• Demonstrated ability to work effectively with internal and external customers, defusing conflicts and resolving complaints/issues.
• Ability to work collaboratively with all areas in the Kent Hall Service Center.
• Must have an aptitude for figures and have at least two years of experience in an office environment and be skilled in the use of Excel and Microsoft Word.
• Must be an excellent communicator both orally and in writing.

Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.