Student Account Customer Service Rep

Job description

Present Position Number:


Role Code Title:

Admin & Office Specialist III

Position Title:

Student Account Customer Service Rep

Position Summary:

The Student Accounts Customer Service Representative provides front-line customer service to the Bursar’s office; answers the phone, services walk-in customers and maintains accurate financial transactions related to student accounts. Accountable for all aspects of processing student payments to include: vendor invoicing and reconciliations.

Core responsibilities include:

  • Serves as a front line customer service representative, providing accurate and timely information about student accounts charges and payment, payments plans, refunds, outside scholarships, third-party payments, and 1098T tax forms.
  • Manages outside scholarship process and third-party contracts: Posts, releases, and reconciles scholarship memos to student accounts. Invoices and follows up with scholarship organizations and third-party contract vendors about payments that have not been received or need to be returned by the University. Monitors outstanding invoices, and delinquent accounts. Maintains scholarship and third-party files utilizing a document imaging system. Reviews all memos for accuracy prior to the e-bill process being run to ensure that the information is up to date.
  • Assists students with Tuition Installment Payment Plan: reviews student’s enrollment eligibility, set up, adjustments, ensures tuition and fees are covered by a payment plan, and resolves students’ payment plan inquiries, including payments made via Touchnet payment system, late fees, and delinquencies.
  • Processes contracts for local school districts, Virginia 529, Post 911 GI Bill, invoices contract organizations and reconciles all records of payments received to rosters.
  • Processes all employee waivers and senior citizen waivers per Commonwealth of Virginia and University policy.

Required Qualifications:

High School diploma or equivalent.


  • Knowledge of student accounts, collections, and financial aid processes.
  • Familiarity with accounting policies and procedures, with demonstrated cash handling skills.
  • Knowledge of student loan processing of both private and federal loans.
  • Proficiency in a variety of software applications, including MS office (specifically Word, Excel) and automated accounting software programs.
  • Excellent communication and interpersonal skills with a strong customer service orientation and the ability to work effectively with a diverse University community, exercising diplomacy and good judgment in all interactions.
  • Effective problem-solving skills with the ability to learn and apply processes and procedures and resolve a multitude of issues within scope of position.
  • Strong organizational skills with the ability to work independently in a fast-paced environment, and manage competing priorities in stressful situations.


  • Strong background in customer service/customer relations
  • Demonstrated experience with accounting or fiscal administration.

Preferred Qualifications:

Univeristy level courses in accounting, finance or closely related field.


  • Knowledge of Commonwealth VA policies and procedures particularly in a higher-education setting.
  • Knowledge of Banner student and finance modules or other ERP based module system.
  • Working knowledge of TouchNet system is desirable.


  • Experience working in student accounts or Bursar’s office is highly preferred.
  • Experience using Banner (Finance) or similar oracle-based accounting system is desirable.
  • Experience working with VA policies and procedures within a state college or university system.
  • Experience working in higher education, preferably in a student accounts office.

Advertised Pay Range:

Commensurate with Experience


441000 Bursar


William & Mary

University Salary Range:


Job Open Date:


Open Until Filled:


Employment Category:

Full Time Operational

Position Term:


Special Application Instructions:

This position has been re-opened. Previous applications do not need to reapply.

Conditions of Employment::

  • This is a non-exempt position, eligible to receive overtime in accordance with the Fair Labor Standards Act.
  • This position may be subject to overtime beyond the typical work day/week due during high peak times, as approved by the supervisor.

EEO Statement:

William & Mary values diversity and invites applications from underrepresented groups who will enrich the research, teaching and service missions of the university. The university is an Equal Opportunity/Affirmative Action employer and encourages applications from women, minorities, protected veterans, and individuals with disabilities.

Background Check Statement:

William & Mary is committed to providing a safe campus community. W&M conducts background investigations for applicants being considered for employment. Background investigations include reference checks, a criminal history record check, and when appropriate, a financial (credit) report or driving history check.




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Job No:
Posted: 2/27/2021
Application Due: 5/28/2021
Work Type: Full Time