Senior Student Accounts Specialist - Rock Creek Campus

Mar 27, 2017
Institution Type
Community College

Senior Student Accounts Specialist - Rock Creek Campus

Portland Community College

Requisition Number: 09004

Location: Rock Creek Campus

Address: 17705 NW Springville Road, Portland, OR

Hours of Work: 8 a.m. to 5 p.m. Monday - Friday

Position Status: Classified; Level 18; Full-time; Non-Exempt

Starting Salary Range: $3,089 to to $3,156 per month

Job Close Date: Apply Immediately; This position will close once sufficient qualified applications have been received.

Job Summary:
Performs a variety of activities to ensure the efficient and effective operation of a student account office and/or key student account function. Serves students, staff, parents and community members by working on a broad array of complex student and financial service issues. Proactively engages students in financial conversations and planning to help ensure student financial success. Refers students to appropriate college and external resources. Provides services to a diverse population including non-native English speakers, international students, high school students and other community members whose needs and interests may vary. Consistently delivers service in a professional, efficient and friendly manner.

PCC offers a comprehensive benefit package designed to provide employees and their families, including domestic partners, with a access to a broad range of benefit options.

Includes Health, Dental, and Vision options, Group Life, Auto and Home Insurance. Retirement and tax deferred 403B plans.

Paid Leave:
Starts at 6.67 hours of Vacation leave per month (additional vacation hours with years of service)
8 hours of Sick Leave per month
24 hours of additional Personal Leave days per year
11 Paid Holidays

Additionally, PCC provides a tuition waiver for yourself, domestic partner, and children under 24 years of age. Tuition reimbursement for yourself at other accredited institutions.

For a complete list of PCC benefits please copy and paste the following link into another browser

- Provides information on a variety of topics related to student services to students, staff, parents, and community members, in-person and via various communication methods, including phone, chat and email.
- Serves in a lead capacity providing operational support to ensure smooth running of the office at an assigned campus and/or one or more complex area of responsibility. Trains, guides, delegates and monitors the work of office staff; ensures adequate services levels for area of responsibility and arranges coverage as needed; monitors cashiering sessions to ensure receipts are balanced and deposited. Provides input to manager on employee performance. Mentors new staff members and provides ongoing guidance.
- As part of the cohort default prevention plan, initiates contact with students to provide information and guidance on topics related to financial aid, repayment and requirements; tracks and reports results. May contact faculty to verify attendance. Utilizes reports, referrals and other methods to identify student who may benefit from early intervention and outreach.
- Develops financial plans and identifies potential sources of funding for students with emerging financial issues. Analyzes student financial needs and prepares financial wellness reports for students. Provides support and information on financial options to students.
- Engages in financial outreach and intervention; provides support and information on financial options to students experiencing family, personal or economic crisis. Facilitates set up of custom payment plans for past due accounts.
- Facilitates financial education workshops to large and small groups.
- Works closely with students and college-wide staff to resolve or redirect student account disputes and appeals. Handles a variety of difficult customer situations using tact, diplomacy and patience to defuse irate/angry customers.
- Coordinates with other student account and student/enrollment services staff to ensure consistent communication and high level service delivery. Provides information, training and support to participating members of Student Services.
- Researches and resolves complex problems, discrepancies and/or disputes related to core area of responsibility. Gathers information, conducts research and determines appropriate resolution. Consults with management as needed.
- Regularly upgrades and refreshes knowledge and skills through required attendance at training sessions, student services functions and staff meetings.
- Provides departmental support as a Banner "power user" for registration and admissions process. Creates various Banner reports.
- Monitors the telephone helpline for Student Account Services. Ensures that staff is logged into the telephone queue. Works with Telephone Services to research and resolve problems. Handles difficult customer calls and functions as the second tier of support when an upset customer wants to speak with staff in a leadership role. Determines when to escalate a situation to management. Creates and implements telephone training for new and current staff and ensures updates are implemented.
- Performs other related duties as assigned.

Minimum Qualifications:
In the online application's Education/Employment History sections, include jobs, duties, and dates that support all of the following qualifications. The information on the resume/cover letter will not substitute for the completed application.

High school diploma or equivalent. One year of college level course work with an emphasis on business technology, accounting or relevant office occupations curriculum (one year of relevant experience may substitute for the college level course work).

Two years of experience in general office support and one year experience in a student service environment with considerable public contact is required.

- Specific knowledge of college, local, state and federal regulations regarding billing, payment, refunding and confidentiality; general knowledge regarding rules and regulations related to student services.
- Ability to effectively communicate in oral and written form with a diverse customer base in a welcoming and friendly manner.
- Ability to balance cashiering sessions and maintain accurate records.
- Ability to defuse anger and resolve complaints/issues.
- Ability to utilize various resources, i.e. handbooks, internet, regulations, etc., to research questions and find appropriate answers; escalate as needed.
- Skilled at explaining terms, concepts and technology in plain language.
- Skilled in use of Student Information systems, word processing programs, spreadsheets, email and other computing programs.
- Skilled in using a computer and data entry
- Ability to present programmatic information one-on-one or to small and large groups.
- Ability to develop and maintain effective working relationships with external departments.
- Ability to train and present programmatic information one-on-one or to small groups.
- Skilled in organizing, problem solving and setting priorities for self and others.
- Ability to produce standard reports.

Special/Preferred Qualifications:
Special/Preferred Qualifications:

- Coordinating, leading, and providing operational support for office functions as well as staff.
- Providing support or appropriate referrals to students that have a broad array of complex financial service issues.
- Proactively engaging individuals in financial conversations and develops financial plans.
- Delivery of financial workshops or presentations to small and large groups.

Additional Posting Information:
Additional Posting Information:

To apply for this position you must submit:
1. Completed responses to the Required Questions from the Committee - scroll down to see "Required Questions" below - (Attach document)*
2. Completed online application
3. Cover Letter (attach document)*
4. Current Resume (attach document)*

* When you apply for the position, you will be given an opportunity to attach the above documents. They may be attached in either "Microsoft Word" or ".pdf" formats.

- Applicants selected for hire will be required to pass a criminal background check as a condition of employment.

- This position is included in the bargaining agreement between Portland Community College and the Portland Community College Federation of Classified Employees (PCCFCE). Employment in this position will require, as a condition of employment, payment of monthly union dues or a monthly fair share fee in lieu of dues through automatic payroll deduction. Probationary period will be in accordance with Article 13 of the Classified Agreement. Current Classified employees are encouraged to review Article 15 for salary placement guidelines.

- Portland Community College will hire only United States citizens and aliens lawfully authorized to work in the United States. All new employees will be required to complete the designated Immigration Service Employers Verification I-9 form.

- As an Affirmative Action, Equal Employment Opportunity institution, PCC is actively seeking qualified minorities, women, disabled veterans, veterans and individuals with disabilities to enhance its work force and to reflect the diversity of its student body. Applicants with disabilities may request accommodation to complete the application and selection process. Please notify Human Resources at least three (3) working days prior to the date of need.

Documents that must be associated with this posting:
Cover Letter
Responses to Required Questions

Documents which can be associated with this posting:

Full Time/Part Time: Full Time

How to Apply
For complete job description and application instructions, visit:

As an Affirmative Action, Equal Employment Opportunity institution, PCC is actively seeking qualified minorities, women, disabled veterans, veterans and individuals with disabilities to enhance its work force and to reflect the diversity of its student body. Applicants with disabilities may request accommodation to complete the application and selection process. Please notify Human Resources at least three (3) working days prior to the date of need.


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