PORTLAND COMMUNITY COLLEGE
TITLE: Student Accounts Coordinator
CLASS: Academic Professional
EXEMPT STATUS: Exempt
NATURE AND SCOPE OF WORK
Provides general oversight of the day-to-day operations of the bursary participation in the campus answer centers. Works with other service areas to facilitate consistent delivery of service and information. Participates and contributes to the cohort default prevention program to work with students in need of financial intervention and acts as a contributor to the district financial literacy program. Serves a diverse population including non-native English speakers, international students, high school students and other community members whose needs and interests may vary. Consistently provides outstanding customer service in a professional, efficient and friendly manner.
PRINCIPAL ACCOUNTABILITIES (Includes some or all of the following)
- Ensures consistently high customer service standards are met by all office staff through training, coaching and mentoring.
- Oversees bursary participation in the answer centers; contributes to the development of training strategies for internal and cross-departmental teams.
- Identifies students, individually and in groups, in need of financial intervention; coordinates outreach efforts, methodology, tracking, assessments and reporting.
- Contributes to district financial literacy and cohort default prevention efforts through active participation in district wide planning sessions and committee membership. Facilitates individual and group financial literacy training for students and staff.
- Assists with developing and implementing communication initiatives for student accounts services in coordination with other student service operations. Prepares and/or coordinates presentation and promotional materials.
- Supports efforts to ensure optimal service and operation in all areas of the answer centers. Handles escalated disputes and complaints; resolves or refers as appropriate.
- Participates in the development, implementation and revisions related to division strategies, procedures and systems.
- Stays abreast of changes to policies, procedures, regulations and systems. Ensures relevant changes are communicated to management and staff; complies and ensures staff compliance with federal, state and local laws and institutional policies related to confidentiality, account records, financial aid and other applicable regulations. Maintains operational knowledge of all processes and systems in order to provide support to campus staff and management.
- Works with students on a wide range of issues, including but not limited to, providing basic college information, ways to pay tuition, payment plans for on-time payers, and student account dispute and petition processes.
- Performs other related duties as assigned.
Work is performed in an office setting that may be, at times, noisy and intense with multiple interruptions. Subjected to heat/cold fluctuations. Exposure to video display terminals occurs on a regular basis.
Learned physical skill required to perform keyboarding and/or ten-key functions. Minimal physical exertion required. Most job time spent sitting with occasional walking.
Bachelor’s degree in Business Administration, education or related field. Experience performing the duties of the job may substitute for the degree requirement on a year for year basis. Three years’ experience working directly with students in an educational setting with a focus in student financial services (student accounts, financial aid, etc.) including experience developing and facilitating information sessions, presentation and/or workshops. Demonstrated experience in serving in a lead capacity that involves training, mentoring and coaching staff.
KNOWLEDGE, SKILLS, AND ABILITIES
- Knowledge of college, local, state and federal regulations regarding billing, payment, refunding, financial aid, standards of academic progress and confidentiality.
- Knowledge of coordination and administration of the various student services offered to students.
- Ability to coordinate and manage a broad scope of work operations and multiple programs.
- Ability to effectively communicate in oral and written form with a diverse customer base in a welcoming and friendly manner.
- Demonstrated skills in customer service.
- Ability to create and maintain strong working partnerships both internally and with other departments.
- Ability to defuse anger and resolve complaints/issues. Skilled in employing de-escalation techniques and conflict management strategies when appropriate.
- Ability to utilize various resources, i.e. handbooks, internet, regulations, etc., to research questions and find appropriate answers; escalate as needed.
- Ability to implement programming in response to student and college needs and non-standard issues.
- Skilled at explaining technology, terms and concepts in plain language.
- Skilled in use of Student Information systems.
- Skilled in using a computer and data entry with the ability to produce standard and non-standard reports.
- Skilled in training and preparing documentation.
- Ability to present programmatic information one-on-one or to small and large groups.
- Knowledge of supervisory “best practices.”