Account Resolution Representative

Company Description

About Covista

Covista is America's largest healthcare educator, serving more than 97,000 students and supported by a community of 385,000 alumni across five accredited institutions. Through personalized, tech-enabled education powered by 10,000 faculty and colleagues, Covista expands access to healthcare careers and addresses the U.S. healthcare workforce shortage at scale. Covista is the parent company of American University of the Caribbean School of Medicine, Chamberlain University, Ross University School of Medicine, Ross University School of Veterinary Medicine and Walden University.

Our colleagues come from a wide range of backgrounds, business, academia, healthcare, government and nonprofits, and are part of a culture where doing exceptional work and making a meaningful difference for students and society aren't separate goals—they're one and the same. This means creating an environment where colleagues can develop new skills, build careers that match their ambitions and see the tangible impact of their work on healthcare education and workforce development. Colleagues who deliver results and embrace new tools to work smarter are valued for their contributions. But what makes working at Covista distinctive is our impact. Our faculty and colleagues don't just support healthcare education—they shape it. This isn't abstract purpose work. It's solving real problems for real people in real communities while advancing careers.

We operate on a hybrid schedule with four in-office days per week (Monday–Thursday). This approach enhances creativity, innovation, communication, and relationship-building, fostering a dynamic and collaborative work environment.

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Job Description

Reporting directly to the Manager of Student Accounts in a fast paced and goal-oriented contact center environment, this role is responsible for assisting in student success through proactive and accurate account assessment and student assistance on past due balances for inactive students. This position manages a portfolio of multiple institutions under Financial Account Management. Colleague participates in servicing out of school student accounts, negotiating mutually acceptable payment plans and performing delinquency management on an assigned portfolio of accounts. Ensures that all students have the appropriate guidance to make informed financial decisions to resolve outstanding balances on their account and provides accurate information for students looking to resume. Ensures team members are identifying trends and providing a thorough, holistic customer experience to internal and external customers. Works closely with academic partners and other departments to research and resolve any student issues. This colleague is charged with being a role model for the organization Covista values and fosters a culture of CARE consistent with organization's mission, vision, and purpose.

Responsibilities

• Manage a portfolio of assigned student accounts, some of which may be complicated or unique, to ensure payment is received; this may include research, validating data and postings in student ledgers, and/or working with other departments to ensure accuracy of accounts following account(s) through resolution.

• Collect payments on open receivable balances in a timely manner; this includes making outbound phone calls and taking inbound calls as well as responding to emails and SalesForce cases timely.

• Negotiate mutually acceptable payment plans with students in accordance to policy.

• Accountable to reduce reduce delinquency for all assigned accounts to reduce bad debt.

• Deliver on expected department goals and activity metrics.

• Establish and maintain an effective, collaborative and cooperative working relationships with stakeholders, other departments and functional areas to deliver optimal results.

• Provide exceptional customer care to students and colleagues by accepting ownership of issues and questions by completing research, identifying solutions and bringing matters to a satisfactory resolution.

• Function as the point of contact for escalated student issues. Expected to research, identify solutions and bring accounts to a satisfactory resolution with students.

• Ensures compliance with all SOX controls, quality assurance, regulations and internal policies and procedures.

• Demonstrates and communicates current, detailed and accuracy of University withdrawal policies including the understanding of postings in ledgers for Title IV, Grants, Military/Veteran’s Affairs, and international and domestic procedure and policies to prospective return students, and non-returning students. Communicates these policies and procedures in a manner that displays deep understanding of the rationale and the value of the policy or procedure to the student.

• Identifies solutions for continuous improvement to existing processes and actively participates in UAT and the roll-out and execution of process changes.

• Attends team meetings, meetings with stakeholders and contributes to organizational committees.

• Performs other duties as assigned

• Complies with all policies and standards

Qualifications

• High School Diploma Required or Bachelor's Degree Some college preferred.
• 1+ year years experience in consumer collections Required.
• Knowledgeable in collections regulations, laws and associated processing procedures, required.
• Excellent, customer service, organizational, critical thinking, communication, and time management skills.
• Effective inter/intra-departmental verbal and written communication skills.
• Ability to work independently as well as function as part of a team.
• Computer skills in Microsoft Office products, student accounts systems and internet applications.

Additional Information

In support of the pay transparency laws enacted across the country, the expected salary range for this position is between $18-22/hr. Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions you may have, and we look forward to learning more about your salary requirements. The position qualifies for the below benefits.

Covista offers a robust suite of benefits including:

• Health, dental, vision, life and disability insurance
• 401k Retirement Program + 6% employer match
• 15 Days of Paid Vacation Days each Calendar Year
• 12 Paid Holidays + 2 floating holidays
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Equal Opportunity – Minority / Female / Disability / V / Gender Identity / Sexual Orientation