I. JOB OVERVIEW
Job Description Summary:
The George Washington University Student Account Services (SAS) ensures that student accounts are billed, collected, and reconciled in a timely manner that is compliant with university policy and all applicable federal guidelines. The primary function of SAS is the billing of student accounts, which includes, responding to student and parent inquiries related, but not limited to: tuition, fees, room and board. SAS is also responsible for processing refunds, generating the IRS form 1098-T, and billing for third party agreements. SAS works closely with the Office of Student Financial Assistance, the Registrar and Colonial Central to provide students and parents with a helpful, friendly experience when completing administrative and financial tasks.
Reporting directly to the Supervisor, Student Accounts, the Account Specialist:
Answers all calls in a timely manner and works to resolve issues from students, parents, third party payees, faculty and staff. The Specialist assists callers in a consistent, accurate and professional manner and resolves issues and escalates the call to the appropriate Senior Account Representative or group, when necessary.
Provides information to both parents and students including, but not limited to: The process for applying for financial aid; the differences between several different types of financial aid; the status of a student's financial aid; and the processing and posting time frames of financial aid.
Reviews the appropriate Banner screens to identify outstanding requirements for packages and provides clear, concise explanation of those requirements.
Identifies issues that have resulted in the funds being returned to the lender; advises callers on what to do next and informs callers on the requirements for and status of appeals.
Answers questions and explains transactions on bills as they relate to both student accounts and financial aid. Provides updated invoices, emails account statements, and guides students on how to access the information online.
Recognizes the needs of callers and provides exceptional customer service by assessing potential issues before they require escalation and by providing accurate account information by analyzing the various data which is maintained within Banner.
Possesses general knowledge of all student accounts and financial aid representative functions, key personnel, as well as business and financial policies. Stays apprised of current GWU policies, as well as federal guidelines and regulations to ensure correct information is provided to callers with financial aid and billing inquiries and issues.
Provides suggestions and assists in the establishment and revision of improvements to the department based upon interaction with students, parents, third party payees, faculty and staff.
Performs other related duties as assigned. The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position.Minimum Qualifications:
High school diploma/GED or equivalent combination of training and experience, is necessary plus 3 years of relevant experience.Required Licenses/Certifications/Posting Specific Minimum Qualifications: Preferred Qualifications:
Ability to execute extraordinary customer service through accurate communication, analytical research, and conflict resolution.
Ability to work individually and in a team setting, multi task and effectively prioritize responsibilities and retain a professional and engaging demeanor.
A working knowledge of Microsoft Office Software and the ability to learn various customer service programs and data management systems.
A working knowledge of financial aid and procedures is desired.
II. JOB DETAILS
Campus Location: Ashburn College/School/Department: Finance Family Finance and Business Sub-Family Student Accounts Services Stream Service and Support Level Level 3 Full-Time/Part-Time: Part-Time Hours Per Week: 20 Work Schedule: Monday,Tuesday and Thursday, Friday 12:30pm to 5:30 pm Position Designation: Non-Essential: Employees who are not required to work unless directed to do so by their supervisor. Telework: No Required Background Check: Criminal History Screening, Education/Degree/Certifications Verification, Social Security Number Trace, and Sex Offender Registry Search, Credit Special Instructions to Applicants: Internal Applicants Only? No Posting Number: S005869 Job Open Date: 02/21/2017 Job Close Date: If temporary, grant funded or limited term appointment, position funded until: Background Screening Successful Completion of a Background Screening will be required as a condition of hire. EEO Statement:
The university is an Equal Employment Opportunity/Affirmative Action employer that does not unlawfully discriminate in any of its programs or activities on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, or on any other basis prohibited by applicable law.
Posting Specific Questions
Required fields are indicated with an asterisk (*).
- * Are you currently employed with The George Washington University?
- * What is your expected salary range?
(Open Ended Question)
- Cover Letter
Documents needed to Apply
- Cover Letter