Student Account Customer Services Rep

William & Mary Libraries is seeking a Student Account Customer Services Representative to provide front-line customer service to the Bursar’s office. The role involves managing student accounts, processing payments, and assisting students with financial inquiries related to tuition and scholarships. Responsibilities 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 Assists with all Military billing processes Skills High School diploma or equivalent Strong background in customer service/customer relations Demonstrated experience with accounting or fiscal administration 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, and 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 the scope of the position Strong organizational skills with the ability to work independently in a fast-paced environment, and manage competing priorities in stressful situations University-level courses in accounting, finance, or closely related fields Knowledge of Commonwealth VA policies and procedures particularly in a higher-education setting Knowledge of Banner student and finance modules or another ERP-based module system Working knowledge of the TouchNet system is desirable Experience working in student accounts or Bursar's office is highly preferred Experience using Banner (Finance) or a 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 Company Overview William & Mary Libraries support and enhance teaching and research, and foster intellectual curiosity, creativity and lifelong learning. It was founded in undefined, and is headquartered in Williamsburg, Virginia, US, with a workforce of 1001-5000 employees. Its website is