Student Accounts Coordinator

This position serves as a liaison between internal stakeholders and outside agencies to manage non-Title IV (TIV) funding on student accounts. This role is responsible for promoting student success through accurate and responsive processing of non-TIV financial assistance and providing support to internal customers and external agencies. The position focuses on timely account resolution, effective communication, compliance, and delivering a positive customer experience.

Job Functions and Responsibilities

• Supports internal customers and external agencies through responsive and professional communication via email, phone, Salesforce, and web conferencing.
• Works collaboratively with internal and external stakeholders, asking appropriate questions as needed to resolve student debt and account balance concerns.
• Utilizes appropriate systems to accurately process Direct Bill, VA, and/or accounts receivable transactions.
• Posts and reviews payment records, including electronic funds transfers (EFT), checks, and credit transactions.
• Demonstrates an understanding of applicable compliance requirements and regulations.
• Identifies opportunities and solutions to improve existing processes and actively participates in organizational changes and improvements.
• Demonstrates professionalism and openness to constructive feedback from mentors and supervisors throughout the development process.
• Successfully completes required training to maintain access to vendors, federal agencies, banking systems, and loan systems.
• Collaborates with various departments, applying knowledge of military, finance, and higher education policies to assist in resolving student account concerns.
• Actively participates in team meetings, special projects, and other duties as assigned.
• Performs regular, proactive reconciliations and follow-up to ensure accuracy and timely processing.
• Maintains service level agreements as established by leadership.
• Maintains an annual quality assurance accuracy rating of 95% or higher.
• Communicates effectively with colleagues and leadership.

Required for All Jobs

• Performs other duties as assigned.
• Complies with all applicable policies and standards.

Work Experience

• Minimum of one year of customer service experience.
• Demonstrated commitment to providing outstanding customer service.

Knowledge, Skills, and Abilities

• Strong interpersonal, communication, time management, and analytical skills.
• Demonstrated critical thinking and problem-solving abilities.
• Knowledge of higher education, military regulations, and/or accounts receivable experience preferred.
• Ability to work independently and effectively as part of a team.
• Proficiency in Microsoft Office, web-based applications, and database software.
• Strong mathematical and analytical skills.