Student Accounts Representative

Student Accounts Representative

Position Summary

The Student Accounts Representative is responsible for supporting students and families with questions related to tuition, fees, billing, payments, refunds, and account balances. This role will maintain accurate student account information, process financial transactions, and provide responsive customer service while ensuring compliance with institutional policies and applicable regulations.

The ideal candidate is detail-oriented, professional, and comfortable discussing sensitive financial matters with students, families, and internal departments.

Key Responsibilities

Student Account Support

• Respond to student and family inquiries regarding tuition, fees, account balances, payment deadlines, and billing statements.
• Explain institutional billing policies, payment options, and account activity clearly and professionally.
• Research and resolve account discrepancies, payment issues, and billing concerns.
• Assist students with navigating online account and payment systems.
• Provide timely follow-up on outstanding questions and unresolved account issues.

Billing & Payment Processing

• Process tuition payments, deposits, refunds, returned payments, and other student account transactions.
• Apply payments, scholarships, waivers, credits, and adjustments accurately to student accounts.
• Review student accounts for accuracy and ensure charges and credits are properly posted.
• Support semester billing, payment-plan enrollment, and account reconciliation activities.
• Process third-party billing and sponsored student payments as needed.

Account Reconciliation & Collections

• Review outstanding student balances and communicate payment expectations.
• Support collection efforts through account outreach, statements, and follow-up communication.
• Establish and monitor payment arrangements in accordance with institutional policies.
• Reconcile daily transactions, payment batches, and student account activity.
• Escalate complex or delinquent accounts to appropriate leadership or outside agencies when necessary.

Financial Aid & Department Coordination

• Partner with Financial Aid to ensure grants, scholarships, and loans are properly applied to student accounts.
• Coordinate with the Registrar, Admissions, Accounting, and other departments to resolve account issues.
• Review account holds and assist with determining when holds may be added or released.
• Support account adjustments related to enrollment changes, withdrawals, and tuition refunds.
• Communicate student account updates to relevant internal stakeholders

Compliance & Recordkeeping

• Maintain accurate and confidential student financial records.
• Ensure compliance with FERPA, institutional policies, and applicable federal and state requirements.
• Maintain documentation supporting account transactions, adjustments, and communications.
• Assist with audits and provide supporting account information as requested.
• Follow established internal controls and cash-handling procedures.

Systems & Process Improvement

• Maintain student account data within the institution's student information and billing systems.
• Identify opportunities to improve billing accuracy, communication, and customer service.
• Assist with system testing, process updates, and implementation projects.
• Maintain department procedures, templates, and reference materials.
• Support peak registration, billing, and enrollment periods as needed.

Qualifications

• Associate's or bachelor's degree in Accounting, Finance, Business Administration, Higher Education, or a related field preferred.
• 2-4+ years of experience in student accounts, billing, accounts receivable, collections, customer service, or a related area.
• Experience within a college, university, or educational institution preferred.
• Familiarity with student information or billing systems such as Ellucian Banner, Colleague, Workday Student, PeopleSoft, or a similar platform preferred.
• Strong Microsoft Excel and general computer skills.
• Knowledge of FERPA and student financial services practices preferred.

Key Skills & Competencies

• Strong customer-service and communication skills.
• Attention to detail and accuracy.
• Ability to explain financial information clearly.
• Strong organizational and time-management skills.
• Professionalism when handling sensitive or difficult conversations.
• Analytical and problem-solving abilities.
• Ability to maintain confidentiality.
• Ability to manage multiple priorities during high-volume periods.