Account Representative

Account Representative

The Account Representative is part of an outstanding team responsible for providing best in class service to students and parents as well as maintaining the unit's excellent financial controls. This position is critical to the University as it acts as the primary point of contact to students and parents in regard to student finance, billing, collections, and Federal Perkins loans. The successful candidate will, on average, provide service to between 800-1,000 students/parents per month via phone calls, in person student traffic and email correspondence. The Representative position requires attention to detail in a fast-paced ever-changing environment and will provide service students and parents by taking incoming phone calls from students/parents, setting up payment arrangements, responding to individual emails for both traditional and online students. In addition to monitoring and taking action on accounts of current students that may be past due will also work with other University departments such as Financial Aid and the Registrar's Office.

Education and Experience - Associate's degree and 1-2 years in credit, collections or customer service in the finance industry or a combination of applicable experience.

Skills and Knowledge - An understanding of and ability to provide customer service, be a good teammate, basic accounting concepts, understanding of loans and credit, problem solving, Microsoft Office suite as well as the ability to learn new software packages.

Responsibilities - The Account Representative will maintain and work a portfolio of accounts consisting of current and past due tuition, returned checks, Perkins Loans, and other University A/R with an ultimate goal of repayment of each account. This is done by: locating the student/parent via various skip tracing methods, placing phone calls, sending letters and email, recording and following up on agreements, recording payments, escalating accounts when there has been no progress on an account. Provide financial counseling to students and parents including: evaluating student/parent financial standing to determine appropriate payment schedule/arrangements, brainstorming with students/parents' different approaches to payment, working within policies, procedures and deadlines to ensure agreements are reached. Responsible for the analysis and collection activity necessary to maintain the Federal Perkins Loan cohort rate at acceptable levels. This includes: working with students to rehabilitate delinquent Perkins Loans through monthly payment arrangements, processing forbearances and/or hardships, discussing the loan consolidation, maintaining a working knowledge of the program and related rules and regulations, assisting the Bursar's Office with incoming phone calls, live chat and emails as needed and at peak times to ensure service metric standards are met.