Portland Community College | Portland, Oregon

TITLE: Student Accounts Representative I

CLASS: Classified

EXEMPT STATUS: Non-exempt

GRADE: 13

NATURE AND SCOPE OF WORK:

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; resolves and corrects errors as needed. 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 information on student accounts. Work results impact the accuracy, reliability and acceptability of further results beyond the immediate work section.

INTENT: The Student Accounts Representative I is the junior level position in the job family. Incumbent will perform less complex tasks associated with student account transactions; more complicated tasks will be deferred to the Student Accounts Representative II.

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

1. Accepts calls on current, past due and delinquent student accounts. Completes appropriate forms/reports and corresponds with students as required. Works with college-wide student services staff and program coordinators to research and resolve or redirect student disputes and appeals. Handles a variety of customer situations and disputes using tact, diplomacy and patience to defuse irate/angry customers.

2. Performs cashiering and refunding functions for student accounts, 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 information on student accounts and related college policies and procedures.

4. Assists customers with inquires on deferred payment arrangements.

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

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

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

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

9. Performs other related duties as assigned.

WORK ENVIRONMENT:

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.

PHYSICAL REQUIREMENTS:

Learned physical skill required to perform keyboarding and/or ten-key functions. Minimal physical exertion is required. Most job time spent sitting with occasional walking.

MINIMUM QUALIFICATIONS:

High school diploma or equivalent. Six months high school or college coursework in bookkeeping or accounting. Experience performing the duties described above for one year may substitute for coursework. One year 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 variety of related software. Accurate keyboarding and 10-key skills.

REV: 04/24/01

REPLACES: 12/13/2000

03/04/96