Student Accounts Coordinator
PORTLAND COMMUNITY COLLEGE
TITLE: Student Accounts Coordinator
CLASS: Academic Professional
EXEMPT STATUS: Exempt
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.
TYPICAL DUTIES AND RESPONSIBILITIES
- Ensures consistently high customer service standards are met by all office staff through training, coaching and mentoring.
- In coordination with management, provides leadership and ongoing recommendations for continuously improving the Student Account Services. Designs and implements process improvements for procedures, workflow and customer service standards.
- 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.
- Research, analyze and interpret applicable laws and regulations related to student payments, refund policies, and alternative financial resources for students.
- 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.
- Acts as a lead for classified and casual staff. Overseas assignments, scheduling and provides day-to-day coaching and assistance.
- Works with students on a wide range of issues, including but not limited to providing college information on ways to pay for education costs including college payment plans, student account disputes and petition processes.
- Acts as a liaison between the Student Account Services team and other internal departments and external agencies (e.g. US Bank, Bankmobile, Cash Oregon, etc.)
- Performs other related duties as assigned.
WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS
Work is performed in an office setting that may be, at times, noisy and intense with multiple interruptions. 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.), or a finance related field.
KNOWLEDGE, SKILLS, AND ABILITIES
- College, local, state and federal regulations regarding billing, payment, refunding, financial aid, standards of academic progress and confidentiality;
- Coordination and administration of the various student services offered to students;
- Customer service principles
- Supervisory “best practices.”
- Providing customer service;
- Working with diverse academic, cultural and ethnic backgrounds of community college students and staff;
- Explaining technology, terms and concepts in plain language;
- Training and preparing documentation.
- Coordinate and manage a broad scope of work operations and multiple programs;
- Effectively communicate in oral and written form with a diverse customer base in a welcoming and friendly manner;
- Create and maintain strong working partnerships both internally and with other departments;
- Utilize various resources, i.e. handbooks, internet, regulations, etc., to research questions and find appropriate answers; escalate as needed;
- Defuse difficult situations and resolve complaints/issues. Skilled in employing de-escalation techniques and conflict management strategies when appropriate;
- Implement programming in response to student and college needs and non-standard issues.
- Use a computer and data entry with the ability to produce standard and non-standard reports;
- Use of Student Information systems;
- Present programmatic information one-on-one or to small and large groups.
- Develop and facilitate information sessions, presentation and/or workshops.
- Serve in a lead capacity that involves training, mentoring and coaching staff.