Customer Service Representative - Student Account Services

Job description

Customer Service Representative - Student Account Services

Position Summary:

The primary purpose of this position is to provide assistance to students through phone and email communication, advising, and assisting with student account inquiries.

Reporting Relationships:

Coordinator of Customer Service and Cashiering

Education Requirements:

Associates degree required or work equivalent

Duties and Responsibilities:

  1. First contact for students to Student Account Services - Customer service priority and high volume of phone calls.
  2. Assist students with questions regarding their accounts.
  3. Serve as backup support for all customer service representatives.
  4. Provide timely and helpful responses to inquiries received via voicemail or customer service or 1098-T email addresses.
  5. Receipt payments received by phone, mail, or online payments systems. (Student payments, third party payments to student accounts, monthly collection agency payments, and conferencing payments)
  6. Process daily loan disbursement letters, including roster issues, grants, and returns.
  7. Assist with tasks to support the collections team.
  8. Assist with review of past due accounts.
  9. Assist with clerical tasks to support the collections team.
  10. Process routine queries to support the student account representatives.
  11. Perform other duties as assigned by the Coordinator of Customer Service and Cashiering or Director of Customer Service and Collections.


According to Indiana Wesleyan University employment policy all employees must possess a strong Christian commitment and adhere to the standards outlined in the IWU Community Lifestyle Statement.

  1. Bookkeeping desired.
  2. Ability to work accurately with attention to detail and numbers.
  3. Analytical thinking skills.
  4. Ability to handle and prioritize multiple tasks.
  5. Excellent interpersonal skills relating effectively with staff, students, and other departments.
  6. Computer skills, primarily with Excel and web based programs.
  7. Ability to handle confidential information appropriately.


As a religious educational institution operating under the auspices of The Wesleyan Church, Indiana Wesleyan University is permitted and reserves the right to prefer employees on the basis of religion (42 U.S.C., Sections 2000e-1 and 2000e-2).

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. Employees will be required to follow other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.

All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued employment remains on an “at-will” basis.

Indiana Wesleyan University is an Equal Opportunity Employer




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Job No:
Posted: 8/30/2019
Application Due: 10/5/2019
Work Type: