Classification Description

TITLE: Student Accounts Representative II

CLASS: Classified




Under the direction of the Bursar or Cashiering Services Manager, provides information on registration, payment, billing and collection policies and procedures related to student account transactions. Incumbent reviews student accounts for accuracy of information; and resolves complex discrepancies and/or disputes related to the accounts. Incumbent employs well-developed communication skills to diffuse difficult situations and communicate technical information. Interactions with others include students and college departments regarding student accounts/disputes, and finance department staff concerning the interpretation of complex information on student accounts. The Student Accounts Representative II may direct the work of junior level student accounts staff. Work results impact the accuracy, reliability and acceptability of further results beyond the immediate work section, including: students, staff and college-wide departments.

Intent: As the senior level position in the Student Accounts Unit, accountabilities include performing a leadership role and addressing more complex issues related to student account transactions.

PRINCIPAL ACCOUNTABILITIES: (Includes some or all of the following)

1. Initiates and accepts calls on current, past due and delinquent student accounts. Completes appropriate forms/reports and corresponds with students and collection agencies as required. Works closely with college-wide student services staff, program coordinators and collection agencies to research and resolve or redirect student disputes and appeals. Handles a variety of difficult customer situations and disputes using tact, diplomacy and patience to defuse irate/angry customers. May intervene on the behalf of other office staff.

2. Performs complex cashiering and refunding functions for student accounts and a variety of college areas following specific college procedures and policies. Must be familiar with college billing and refund policies, institutional and FERPA confidentiality regulations; and Federal Title IV cash management regulations. Serves as backup cashier as needed.

3. Assists college-wide staff and students with interpretation of complex information on student accounts and related college policies and procedures; maintains and updates policy and procedure manual on relevant student issues, and communicates changes to internal staff.

4. Serves as college-wide resource for questions on deferred payment arrangements. Duties may include set-up, maintenance, tracking and rescission of deferred payment plans.

5. Provides general office support. As such, the incumbent may be asked to distribute office mail; coordinate time sheets and office calendars; take staff meeting minutes; order office supplies and forms; and assists with preparation of presentation materials, forms and management reports

6. Produces materials utilizing a microcomputer, including student invoices, schedules, reports, logs, student correspondence and spreadsheets.

7. Logs all pending and follow up action taken on computer database.

8. May coordinate the processing and maintenance of bankruptcy records with student loan office and outside collection agencies.

9. Performs lead role by providing specialized training and work direction to the Student Accounts Representative I.

10. May assist customers with inquiries regarding 1098-T tax reports, including correcting student account records; generating duplicate statements; reproducing the 1098-T forms.

11. Troubleshoots equipment problems. Reports unresolved problems to management and/or ITS help desk.

12. 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.


High school diploma or equivalent. One year of high school or college coursework in bookkeeping or accounting. Experience performing the duties described above for two years may substitute for coursework. Two years work experience in an office environment processing, recording or compiling accounting, bookkeeping or cashiering transactions.

Demonstrated ability to work effectively with internal and external customers, including ability to defuse anger and resolve complaints/issues. Organizational skills and ability to work independently. Able to consistently follow financial and administrative procedures and to explain these procedures to those unfamiliar with them.

Strong business mathematics skills. Proficient in the use of computer and a variety of related software. Accurate keyboarding and 10-key skills.

REV 04/24/01

Replaces: Student Accounts Representative II 11/2000

Senior Student Services Representative 03/04/96

Tuition Refund Specialist 5/6/93