Student Accounts Specialist

Job Description Summary The Student Accounts Specialist (Temporary Backfill) provides operational and customer service support to ensure continuity of daily Bursar Office functions during the University's Workday Student implementation. This position performs a variety of student account functions, including processing payments, scholarships, waivers, third‑party sponsorships, payment plans, and account adjustments while providing exceptional customer service to students, families, faculty, staff, and external agencies. Job Description The position also supports data validation, testing preparation, documentation updates, and other operational activities necessary to maintain accurate student financial records during the ERP transition. Required Qualifications High school diploma or equivalent. Experience providing excellent customer service in a professional office environment. Experience processing financial transactions or performing accounting, bookkeeping, cashiering, or fiscal support functions. Strong attention to detail with the ability to maintain accurate financial records. Proficiency with Microsoft Office applications, particularly Excel and Word. Ability to learn new software systems and business processes quickly. Strong organizational, analytical, and problem‑solving skills. Excellent verbal and written communication skills. Ability to manage multiple priorities in a fast‑paced environment. Ability to work independently while collaborating effectively within a team. Demonstrated commitment to confidentiality and customer service. Knowledge of student accounts and cashiering operations. Strong customer service orientation. Ability to interpret policies and procedures. Ability to analyze account activity and resolve discrepancies. Excellent attention to detail and accuracy. Ability to maintain confidentiality of sensitive financial and student information. Adaptability and willingness to learn new technology and processes. Strong interpersonal skills with the ability to work effectively with a diverse campus community. Preferred Qualifications Experience working in higher education. Experience in a Bursar, Student Accounts, Financial Aid, or Accounts Receivable office. Experience using Banner Student, Banner Finance, Workday Student, or another ERP system. Knowledge of TouchNet or similar payment processing systems. Knowledge of Commonwealth of Virginia financial policies and procedures. Experience with student billing, third‑party sponsorships, scholarships, military benefits, or tuition payment plans. Associate's degree or coursework in accounting, business administration, finance, or a related field. Job Duties 25% - Student Account Operations Process student account transactions accurately and in accordance with University policies. Assist with scholarship, waiver, sponsorship, and third‑party payment processing. Review student accounts for accuracy and resolve routine account discrepancies. Support reconciliation of student account transactions between student records and financial records. Assist with daily operational tasks to ensure timely processing of student account activity. Maintain accurate electronic and physical records in accordance with University record retention policies. 25% - Customer Service Serve as a primary point of contact for students, families, faculty, staff, and external organizations. Respond promptly to inquiries received by phone, email, and in person. Explain tuition and fee charges, payment options, refunds, financial holds, payment plans, and account balances. Assist students with questions regarding 1098‑T tax forms, scholarships, refunds, and payment deadlines. Escalate complex issues to appropriate staff members when necessary. Maintain confidentiality of student information in compliance with FERPA and University policies. 15% - Scholarship and Third‑Party Processing Process outside scholarship payments and maintain supporting documentation. Prepare invoices for sponsoring agencies and third‑party organizations. Monitor outstanding receivables and assist with collection efforts. Process military benefits, Virginia 529 plans, employer sponsorships, and other contract billing programs. Assist with reconciliation of scholarship and third‑party payment activity. 10% - Payment Plans and Waivers Assist with administration of tuition payment plans. Process employee tuition waivers, senior citizen waivers, and other approved exemptions. Verify eligibility and ensure compliance with Commonwealth of Virginia and University policies. Maintain supporting documentation for all waiver activity. 20% - Workday Implementation Support Assist with validating student account information during the Workday implementation. Review legacy Banner data for completeness and accuracy. Participate in data cleanup and verification activities. Support testing activities by validating financial transactions and business processes. Document business processes and assist with updating procedures for the Workday environment. Identify and communicate process improvement opportunities. Provide operational support to ensure uninterrupted student services throughout the implementation. 5% - Other Duties Participate in training sessions related to new systems and business processes. Assist other members of the Bursar's Office during peak processing periods. Perform additional duties as assigned to support departmental operations. Additional Job Description Acts as a specialist in assigned program area, performing the most complex technical duties, such as reviewing and processing claims from vendors, contractors, medical providers and others for reimbursement or other actions under various programs. Performs, leads, or supervises a wide variety of moderate to complex program and operational support duties. Applies knowledge of programmatic and administrative requirements. Applies knowledge of applicable computer software/programs. Frequent contacts include internal and external customers to gather information or provide information. May serve as a subject matter expert. Certification in program area may be preferred. EEO Statement EEO is the Law. William & Mary is an equal opportunity employer. #J-18808-Ljbffr