PURPOSE: Under direct supervision, provides customer service in a professional manner. Perform Student Accounts counseling duties as part of an institutionally defined team. Work involves a broad variety of specialized processes consistent with a clearly defined team-based work environment and continuous quality improvement objectives.
Provides general advice to aid students with their billing concerns, to assist in clarifying all aspect of the billing or payment process, and to inform students of specific requirements as it relates to their balance, account holds, etc.
Provides information on benefits policies related to invoicing for Veterans Administration (VA) students i.e. Tungsten Network Portal, ArmyIgnitED AI portal, etc.
To provide an enhanced level of customer service and mitigate issues refer students to other BSU Departments or external parties as appropriate, i.e. Enrollment Management, Office of Financial Aid, Admissions, Housing, Registrar’s Office, Voc. Rehab Counselor, etc.
Specific duties include but are not limited to: · Review students account for completeness and correctness · Counsel students, parents/guardians on all Student Accounts Virtual Appointments · Monitor the office email account and respond to all incoming emails in a timely manner · Respond to all call center referral questions daily; provide pertinent updates to call center · Give guidance and directives for Payment Plan enrollment and Bank Mobile refunding · Serves as back up cashier on an as needed basis · Performs all duties of Team Associates as required |