Summary: This full-time position is responsible for delivering a high level of service to students, their families and the University community pertaining to technical processes, facilitation of student-centered operational projects and the oversight of student accounts receivables. This position reports to the Senior Director, Student Accounts in Student Financial Services. This position is not exempt from provisions of the Fair Labor Standards Act (FLSA) and is eligible to earn overtime pay for hours worked above 40 in a single work week.
Essential Duties and Responsibilities include:
Provide excellent customer service to our students, families and community.
Facilitate technical transfers of information and data: Student healthcare uploads and adjustments (messaging for waivers and deadlines), provide bookstore student account credit data and messaging, reconcile large student account refund batches with Finance department.
Posting of loans and grants fed through the SFS Systems Specialist. Ensure all feeds balance and that the Department of Education spreadsheet reconciles with the federal draws.
Accurate posting and reconciliation for billing attached to student accounts from campus police, housing, bookstore, health insurance provider and other departments as needed. Providing judgement on accurate charges and independently correcting data with various departments as needed.
Work out payment plans for defaulted student accounts using excellent judgement for the appropriate repayment schedule required to clear the default as promptly as possible. TDP Plan and independent third-party international billing using good judgement as far as judging compliance within university and vendor requirements.
Responsible for record keeping related to posting and reconciliations to student accounts as required as backup on accounting procedures and audit documentation.
Review accounts receivable report to validate data and analyze risk for University. Facilitate and submit notice of delinquency and submission to collection agencies as needed and directed. Direct student contact throughout the lifetime of the student account as needed for collection.
Maintain an exceptional level of confidentiality and adhere to FERPA and other federal state and institutional regulations.
Technical backup for the charge table and the systems of charge related activities.
Backup for Senior Director of Student Accounts regarding special circumstance judgement for enrollment with exceptions and complete follow through of students approved.
Other duties and special projects may be assigned to meet department and University needs.
Experience, Knowledge and Skills Required:
Proven customer service skills and enthusiasm for providing exceptional service to a diverse population of graduate and undergraduate students, their families, staff, faculty and other constituencies.
Technically competent and proficient in Microsoft Office.
Strong written and verbal communication skills and a gift for identifying information that should be escalated immediately.
Proven attention to detail, accuracy, and timeliness.
Excellent organization and follow-up / follow-through skills to ensure completion of assignments within established timeframes.
Solid problem-solving skills and the ability to analyze components and arrive at a logical course of action while knowing when to ask for assistance or direction.
Ability to thrive in a fast-paced environment and to effectively prioritize assignments to meet given deadlines.
Ability to remain calm and resourceful in stressful situations.
Ability to work effectively, independently and as a member of a team.
Ability to use absolute discretion when dealing with sensitive, confidential materials; familiarity with FERPA a plus.
Bachelor’s degree in Accounting or related field and experience in higher education preferred.
Physical Requirements (with or without reasonable accommodation)
Visual Abilities: Read reports, create presentations and use a computer system.
Hearing: Hear well enough to communicate with co-workers, vendors, and students.
Dexterity, Grasping, Feeling: Write, type and use the telephone, copier, and computer systems.
Mobility: Open files and operate office machines; move between departments and attend meetings across campus.
Talking: Frequently convey detailed or important instructions and ideas accurately, loudly, or quickly.
Lifting, Pulling, Pushing: Exert up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
Cognitive/Emotional: Ability to critically think and concentrate. Must be able to respond quickly to changes in conditions – 75-100% of the time.
Work in office environment, involving contact with students, faculty, staff, service providers and vendors.
Work has deadlines, multiple interruptions, high volume and may be stressful at times.
The above description is not intended to be an all-inclusive list of the duties and responsibilities of this positions, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended to describe the general nature of this position.
Nestled in a historic tree-filled neighborhood just minutes from Uptown Charlotte, Queens has provided students with transformational experiences for more than 160 years.
A private, co-ed, masters-level university, Queens serves undergrad and graduate students in academic programs across the liberal arts and sciences as well as the professional fields of business, communication, nursing, health and education. All degree programs are grounded in a liberal arts core to help students hone their critical thinking, problem solving and communication skills.
With a 10:1 student-faculty ratio, the university is known for its student-centered mentality, welcoming southern hospitality and talented and caring faculty. Queens fosters student success through an intimate learning environment and excellence in teaching.
In keeping with its Presbyterian heritage, responsibility and service to society are critical components of Queens' culture, as expressed in its motto "Not to be served, but to serve."
Queens emphasizes active, collaborative learning with a focus on a 21st century global curriculum that takes students beyond the classroom and into the Charlotte community and the world... at large. With the city of Charlotte as an extended campus, students have the opportunity to launch into abundant internships, community service and academic partnerships. Undergraduate students must complete at least two internships. In addition, the majority of Queens' undergraduates study internationally in hundreds of countries via faculty-led study tours, international internships, language-immersion programs and semester exchange opportunities.
By graduation, students have obtained a comprehensive education grounded in the liberal arts and filled with opportunities to ready them for successful careers and meaningful lives.