"Student Accounts Manager"

About the Department:

The Student Accounts Office provides professional, efficient, and effective payment, deposit, and receivable collection services to students, parents, faculty, and staff; and maintains internal controls to ensure associated financial transactions are accurately processed and proper records are maintained.

About the Position:

The Student Accounts Manager responds courteously, quickly and accurately to clients' inquiries and requests for information, adjustments, waivers, refunds and financial aid disbursements. As manager, this position assists account specialists with answering phones, waits on walk-in clients, checks voicemail messages and returns calls, and responds to Salesforce cases.

Responsibilities:

Leadership

• Responsible for the supervision of the Student Accounts team to deliver exemplary service to students, as well as internal and external customers;
• Organizes workflow and ensures staff is knowledgeable with office policies and procedures and committed to the highest level of customer service;
• Responsible for all aspects of performance management including training, goal setting, monitoring and delivery of work efforts, and providing feedback through verbal updates and written performance reviews to the teams; and
• Adheres to legal and university policies and procedures and undertakes disciplinary actions as needed.

Customer Service

• Accurately, courteously and professionally answers telephones, walk-in and mail inquiries regarding student accounts. Escalated Salesforce cases are replied to within one business day; and
• Makes complete and timely comments on each account receiving special handling. Follows up on unresolved issues with students until finalized.

Manages exemption contracts and adjustments

• Updates and maintains exemption contracts, verifies eligibility requirements, trains staff on application of exemption contracts, audits contracts to ensure accuracy, and notifies students regarding changes to eligibility status;
• As needed, accurately adjusts accounts, including but not limited to administrative exemptions, Cashier’s Office and other applicable fees, and notifies students promptly of any changes to their account balance; and
• As needed, provides analysis for reporting purposes.

Coordinates the orientation cycle, special projects, and other tasks as assigned

• Updates virtual/in-person orientation materials such as presentations and videos annually and presents on behalf of Student Accounts at the new and transfer student orientation sessions; and
• Coordinates special projects that arise periodically throughout the academic year such as unclaimed property, credit balance projects, Title IV refunding compliance, updating PDF tutorial guides, and other related ad hoc tasks.

Required Qualifications:

• Demonstrated experience providing outstanding customer service to internal and external customers from all backgrounds and responding with appropriate urgency, flexibility, courtesy, and sound judgment to meet needs;
• Demonstrated experience safeguarding sensitive and confidential data both in electronic and physical forms;
• Demonstrated responsible and honest behavior in all roles, tasks, and responsibilities;
• Knowledge of general polices and procedures related to data stewardship and information technology security;
• Ability to create and maintain positive working and interpersonal relationships; and
• Ability to create and maintain open communication channels, express ideas clearly and concisely, in a timely manner, and listen carefully to input and feedback.

Preferred Qualifications:

• Associate’s degree in related field;
• Knowledge of university policies and procedures related to data stewardship and information technology security; and
• Knowledge of FERPA and other privacy protection laws related to higher education institutions and their students.

Instructions to Applicants:

For full consideration, applicants must apply for Student Accounts Manager at https://jobs.gmu.edu/. Complete and submit the online application to include three professional references with contact information, and provide a Cover Letter/Letter of Intent with Resume for review.