Job description

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Duke Entity
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Job Description
Occupational Summary

Each member of the student account analyst team is responsible for collecting student accounts r receivable, serving as a primary contact for students and parents for student account questions, a and maintaining the accuracy of student account data, bills, and tax reports. This job involves complex account analysis, research, and skilled communication with students, parents, University personnel, and outside vendors. Each team member must be able to: deliver a high-level of prompt,accurate, and courteous customer service to students, parents, s sponsors, and colleagues on a consistent basis. employ a solutions-oriented approach with each customer, demonstrating the ability to quickly identify the nuance in each interaction. assess issues and deliver answers/solutions, exercising judgment and latitude where a appropriate. analyze and understand student account financial transactions thoroughly when researching p problems and before offering answers/solutions. engage fully in all team responsibilities and duties; strive to meet team goals and assume p personal responsibility for individual and shared tasks. maintain positive flow of communication with fellow team members exercise judgment and appropriate care in dealing with confidential student information.

Work Performed

  • Communicate and interact – by telephone, e-mail, and in-person - with students and parents in a professional manner.
  • Provide prompt, accurate, and courteous customer service.
  • Demonstrate tact and diplomacy in managing complicated and difficult conversations.
  • Analyze and research student account issues to effectively respond to customer inquiries and reso resolve questions.
  • Quickly identify issue at hand and determine appropriate course of action. Follow established procedures for collecting past due student accounts.
  • Counsel students and pa parents regarding these accounts and work with them to explore all available options.
  • Coordinate these conversations with other central offices (Financial Aid, Student Loans) and contacts in the ap appropriate schools, as needed.
  • Monitor and enforce compliance with the University’s policy on payment of student account charges.
  • Assist agencies in the collection of outstanding debts for departed students.
  • Communicate with contacts in the schools regarding issues related to past due student accounts, interactions with student sponsors, registration status, and other student account issues.
  • Maintain working knowledge of applicable University policies, government regulations,federal aid guidelines, and federal tax reporting rules in order to provide specialized information concerning student accounts, assist with questions regarding 1098-T tax reporting, and maintain confidentiality of student account information.
  • Monitor accuracy of student account data through continuous analytical review, analysis, and testing to ensure accuracy of student account bills, sponsor accounts, tax reporting, and other external reporting.
  • Maintain environment of strong internal controls over accuracy and timeliness of recording and reporting of student account activity.
  • Maintain environment of continuous improvement of all services delivered to students and parents.
  • Provide feedback and direction to management and staff toward achieving this goal.
  • Maintain data for accurate statistics for reporting and analysis to management.
  • Work with students, parents, school contacts, sponsors, and outside vendors to ensure the timely a and accurate processing of
  • • Sponsor/third party billings
    • Payroll deduction plans
    • TMS monthly payment plans
    • Duke Tuition Grant and Employee Tuition Reimbursement
  • Work with other team members to coordinate, prioritize and organize activities to meet established goals by assigned deadlines.
  • Provide clear, complete and concise documentation for all student account communications. Other duties as discussed, and as assigned, by supervisor.

  • Education/Training

    Work requires communication, analytical, and organizational skills generally acquired through the completion of a bachelor’s degree program preferably inaccounting, finance or related field, or an equivalent combination of relevant education and/or experience. Experience Two years of experience as an account representative, customer service representative, loan off officer, billing and collections specialist, or other similar occupation dealing with direct public customer service.

    • Outstanding oral and written communication skills
    • Superior analytical and problem-solving experience
    • Highly effective organizational skills
    • Strong team player orientation
    • Demonstrated ability to work successfully in a high-pressure environment
    • Proficiency with Microsoft Office applications in a Windows environment
    • PeopleSoft experience preferred

    The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.
    Requisition Number
    Position Title
    Job Family Level
    Full Time / Part Time
    Regular / Temporary
    Department Name
    Office of the Bursar
    Minimum Qualifications
    Duke University is an Affirmative Action/Equal Opportunity Employercommitted to providing employment opportunity without regard to anindividual's age, color, disability, gender, gender expression, genderidentity, genetic information, national origin, race, religion, sex,sexual orientation, or veteran status.
    Duke aspires to create a community built on collaboration, innovation,creativity, and belonging. Our collective success depends on the robustexchange of ideas—an exchange that is best when the rich diversity ofour perspectives, backgrounds, and experiences flourishes. To achievethis exchange, it is essential that all members of the community feelsecure and welcome, that the contributions of all individuals arerespected, and that all voices are heard. All members of our communityhave a responsibility to uphold these values.
    Essential Physical Job Functions:Certain jobs at Duke University and Duke University Health System mayinclude essential job functions that require specific physical and/ormental abilities. Additional information and provision for requests forreasonable accommodation will be provided by each hiring department.


    Work requires communications and analytical skills generally acquiredthrough two years post-secondary education.


    Work requires three years of related experience of a progressivelyresponsible nature to acquire demonstrated customer service,problem-solving, analytical and communication skills necessary toprovide effective account representative services to customers. Suchoccupations may include account representative, customer servicerepresentative, loan officer or other similar occupations.OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE




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    Job No:
    Posted: 5/29/2019
    Application Due: 7/28/2019
    Work Type: