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Location

Ypsilanti, MI | United States

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Job description

Title: Payment & Student Account Specialist

Employee Classification: CS

Pay Grade: CS 06

Division: Business and Finance

Department: Controller

Campus Location: Main Campus

General Summary

Act as the primary point of contact for and have a working knowledge of all areas of Student Business Services, including Student Accounts, Departmental Processing, Collections, Third Parties, and Eagle Card. Perform cash handling-related clerical and customer service activities in support of the department.

Principal Duties and Responsibilities

• Assist students, parents, and University personnel in the resolution of problems and questions regarding current activity on student accounts via phone, e-mail, or in person.
• Communicate University payment procedures and fees to customers.
• Provide immediate assistance to students and University Departments' requests for service, escalate and refer to other areas when necessary, and follow through to resolution.
• Act as a representative of Student Business Services with faculty, students, staff, and the public concerning issues requiring interpretation of department policies, procedures, and programs.
• Process residency appeals and billing discrepancies, including initiating communication and gathering relevant documentation.
• Maintain files and communicate information to and from students in accordance with policies.
• Evaluate reported situations and identify what documentation/information is necessary to proceed in the appeal process.
• Identify appeals that should be referred to other areas of the University and discuss them with Management.
• Accurately process a variety of financial transactions, including student account payments, transcripts, incoming mail, diploma fees, departmental deposits, and departmental web transactions. Reconcile cash drawer and balance daily receipts to research and resolve all payment issues or problems.
• Process checks daily and submits files to the bank.
• Identify and research check payments that were returned.
• Complete daily cashier balancing reports of all payment and student account specialists.
• Process all international payments received by wire or payment processing company to the student account. Complete daily TouchNet balancing of all Marketplace and Student Account Payments.
• Review and document any account discrepancies before giving them to the appropriate administrative staff. Assist with problems or issues provided to Student Business Service by the third-party call center.
• Review accounts with payment processing issues, i.e., Non-Refundable Aid Alert students and departments, within an appropriate timeframe of returned payments.
• Run reports and input student charges, fee removals, or payments as directed by Management. Review at the end of each month before any additional processing between charges and departments.
• Develop and maintain a network of contacts with other University departments that commonly interface with the work unit.
• Perform liaison functions with appropriate University offices to resolve all deposits with errors and meet the department's needs.
• Identify processes and procedures in the department which are causing problems for groups of customers.
• Recommend to Management and, where authorized, implement improvements in systems, processes, and procedures that will increase the customer satisfaction capability of the department.
• Keep current with University, departmental, federal, and state regulations, policies, and updates and share with departmental staff to ensure compliance.
• Adhere to any and all NCAA, Mid-American Conference, and Eastern Michigan University policies, rules, regulations, and operational procedures.

Minimum Qualifications

Knowledge of basic accounting principles, business correspondence, and automated office systems, with strong skills in written and interpersonal communication, organization, and problem-solving, typically acquired through the completion of two years of post-high school business-related coursework.

Three years of previous experience as an account clerk, bookkeeper, or financial assistant in the last ten years is required.

Proficiency in Microsoft Office products such as Excel and Word is required.

Effective conflict management skills are required (e.g., defusing emotionally charged situations, clearly identifying issues, clearly communicating procedures for resolving issues, and working with the customer to develop a resolution acceptable to both the customer and the work unit).

Accuracy and attention to detail is required.

Two years of previous experience in handling deposits is required, preferably in a banking or higher education environment.

Excellent communication and interpersonal skills are required.

Basic personal computing skills to utilize word processing and spreadsheet applications and perform file management functions are necessary.

Knowledge of the University's Red Flags Rule and Identify Theft Prevention Policy and Procedure.

Preferred Qualifications:

Knowledge of specific software applications utilized in the area of assignment may be desirable.

Working knowledge of policies and procedures in financial aid, admissions, registration, and advising is desirable.

Knowledge of payment plans, billing procedures, and student information systems (Banner) used to process transactions is desirable.

Appointment Percentage:

100%

About Eastern Michigan University

Since its inception, Eastern Michigan, first as a Normal School, then as a College and finally as a University, has grown and developed to respond to the ever-changing needs of society. Over the years, EMU has educated thousands of sons and daughters of Michigan, the nation, and the world. The University currently serves 23,000 students who are pursuing undergraduate, graduate, specialist, doctoral and certificate degrees in the arts, sciences and professions. In all, more than 200 majors, minors and concentrations are delivered through the University's Colleges of Arts and Sciences; Business; Education; Health and Human Services; Technology, and its graduate school. Eastern Michigan's exceptional faculty, students and alumni include CEOs from major businesses; a National Student Teacher of the Year, National Teacher of the Year, numerous Fulbright Scholars and Milken Family Foundation National Educators award winners; and several Michigan Teachers of the Year.

Connections working at Eastern Michigan University

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