Student Account Representative

The Student Account Representative is responsible for the comprehensive management of student accounts—including billing, collections, payment compliance, and account reconciliation—and plays a critical role in maintaining the financial integrity of the institution. The incumbent ensures that all financial transactions adhere to federal, state, and institutional regulations while delivering a consistently high standard of service to students, families, faculty, and staff. This position requires strong analytical abilities, independent judgment, exceptional accuracy, and effective cross-department collaboration, significantly contributing to the University's enrollment operations, cash flow stability, and regulatory compliance.

• Student Account Management & Compliance
  • Analyze and maintain accurate student billing records, including tuition and fee charges, exemptions, adjustments, and financial aid disbursements
  • Ensure all exemptions and contract payments are posted accurately and in a timely manner each term
  • Review and reconcile the deposit report to address unreleased deposits after registration
  • Ensure all transactions comply with institutional policies, FERPA, Title IV guidelines, Department of Education regulations, and audit standards
  • Reconcile student accounts in collaboration with Financial Aid, Registrar, and other university departments to ensure accuracy and timely resolution of discrepancies
  • Stay current on changes in financial aid regulations, federal and state policy updates, and institutional procedural changes
  • Other duties as assigned
• Collections & Financial Operations
  • Perform ongoing review of debit reports and conduct structured outreach to students with outstanding balances, providing clear guidance on payment plans, financing options, and required deadlines
  • Monitor and manage past-due accounts; generate, track, document, and escalate past-due notices as required
  • Post manual late fees to delinquent student accounts on a monthly basis in accordance with institutional policy
  • Review credit reports, calculate refunds, and process student refunds in accordance with institutional and federal regulations, ensuring strict adherence to mandated timelines
  • Analyze payment plan reports monthly to identify delinquencies; perform targeted outreach to provide updates and offer solutions
  • Analyze accounts prior to registration, ensuring all financial obligations and documentation are satisfied
  • Identify accounts requiring exceptions, documentation, or supervisory review and escalate appropriately
• Customer Service & Advising
  • Counsel students and families on tuition payment options, account status, payment plans, and financial obligations with professionalism and empathy
  • Provide high-quality support through phone, text, email, and walk-in inquiries, ensuring accurate and timely responses
  • Collaborate with the Financial Aid Office to explain aid impacts, disbursement timelines, and account adjustments to students
  • Collaborate with the Registrar's Office to explain the impact of withdrawals and LOA on account balances to students
  • Participation in student online and on-campus Orientations and Registration events Systems, Data Integrity & Administrative Support
  • Enter and verify data in Banner and related information systems, ensuring accuracy, consistency, and confidentiality at all times
  • Update the comments form in Banner with all communication with and regarding the student and their account, ensuring complete and accurate documentation
  • Prepare reports, communications, documentation, and supporting materials for internal departments, audits, and compliance reviews
  • Assist with Help Desk inquiries related to billing issues, student account access, and system navigation
  • Support process-improvement initiatives to enhance billing accuracy, student satisfaction, operational efficiency, and compliance

Education/Experience

• Bachelor's degree required; concentration in accounting, finance, business administration, mathematics, or related field strongly preferred.
• Prior experience in higher education, finance, accounting, or customer service in a regulated environment is a plus.

Knowledge/Skills/Abilities

• Demonstrated ability to interpret and apply complex regulations, policies, and financial procedures.
• Excellent written and verbal communication skills, with the ability to convey financial concepts clearly and professionally.
• Strong analytical and problem-solving skills, including the ability to identify trends, resolve discrepancies, and prioritize competing tasks.
• High level of accuracy and attention to detail in financial and data-driven work.
• Customer-centered approach with the ability to work under pressure, de-escalate concerns, and maintain diplomacy in sensitive situations.
• Proficiency with student information systems and online learning platforms such as Banner, Microsoft Office, TouchNet, Tableau, and Adobe Connect preferred.
• Strong organizational skills and ability to collaborate within a matrixed team environment.
• Demonstrated ethical decision-making, sound judgment, and discretion when handling confidential or sensitive information.

Travel

• Travel to the campus several times a week is mandatory.
• Annual meetings are held at NYC headquarters.

Working Conditions

• The Student Account Rep works primarily in a standard office environment with regular business hours, with occasional extended hours required during peak periods such as registration.
• The role involves prolonged periods of sitting, frequent use of a computer, and routine interaction with students, families, and staff both in person and electronically.