What are the responsibilities and job description for the Student Accounts Representative Senior position at Inside Higher Ed?
Job Title: Student Accounts Representative Senior
Location: UWG Recruiting Location
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 296395
About Us
Since 1906, the University of West Georgia (UWG) has been home to those who seek a transformative college experience. UWG is a leading residential, doctoral comprehensive university that offers a broad undergraduate and graduate curriculum based on a liberal arts foundation.Nestled among the pines on a picturesque 645 acres is the University of West Georgia- a hidden gem approximately 40 miles west of Atlanta. Serving approximately 16,000 students, and offering more than 100 programs, UWG is committed to advancing innovative academic programs and a student-centered business model. Perennially ranked by U.S. News & World Report, the Princeton Review, and Colleges of Distinction as a top national university, West Georgia offers 86 fields of study, including business, computing, nursing, education, STEM, communication and digital media, social sciences, and the fine and performing arts. UWG generates a regional economic impact of more than $650 million annually and provides a safe, quality, and affordable university experience that connects students to post-graduate career and leadership opportunities. UWG has been recognized by the Carnegie Foundation for its institutional commitment to community engagement through teaching, research and creative activities, and public service. West Georgia is one of only 119 U.S. colleges and universities to receive the elective classification in 2020 and is among only 359 institutions nationally. Dedicated to creating a first-choice university for students, alumni, employees, and communities, UWG seeks employees who will advance and support the University's mission of fulfilling the talent needs of western Georgia and the Atlanta metropolitan area, while contributing to the social, cultural, and economic development of the region and state.
The University of West Georgia offers a comprehensive total rewards package designed to support faculty and staff across multiple dimensions; health, wellness, financial security, and professional growth. Employees working at least 30 hours per week gain access to a range of health plans, including medical, dental, and vision, wellness programs, and robust retirement options through Georgia Teachers Retirement System (TRS), Optional Retirement Program, and voluntary 403(b) and 457(b) plans. Employees are granted 13 paid holidays and paid time off accruals and are eligible to participate in the University System of Georgia's Tuition Assistance Program. Fringe benefits include a variety of resources focused on employee physical, mental, financial, and social well-being through Acentra Employee Assistance Program in addition to personal financial advising with Captrust. UWG also offers exclusive discounts and special offers on entertainment, travel, and other products and services through the Perks at Work program, free access to the university recreation facility, discounted campus dining options, and more!
Living in Carrollton, "The City of Dreams," offers the advantages of city life with a small-town vibe. This progressive community with Southern flair offers plenty of shopping, restaurants, nightlife opportunities, and cultural events. Named a City of Excellence in Georgia and listed as one of the 50 Best Small Southern Towns, Carrollton is the cultural, educational, health care, and commercial center for the west Georgia region.
At the heart of Carrollton is its historic downtown and Adamson Square lined with shops, galleries, and restaurants. Each season offers unique local events and opportunities for year-round recreation. Outdoor activities abound through award-winning spaces, including an 18-mile paved walking and biking Greenbelt trail that encircles the city and passes through the UWG campus.
The city embraces the University's students, faculty, and staff, and welcomes the diversity UWG brings to the community.
Invested in education with highly rated city and county K-12 systems, both city and county public school graduation rates are 90% and above and rank among the top in the nation by U.S. News & World Report.
Location
Our campus is located at 1601 Maple Street, Carrollton, GA 30118.
Faculty and staff members are expected to be physically present on campus as needed to support the in-person educational experience and on-campus vitality at the University of West Georgia. Depending upon teaching assignments and student demand, this could include the Carrollton or Newnan campuses.
Job Summary
This position provides a high level of customer service and assists the communication and customer services efforts of the Office of Student Accounts and Billing Services. This position is
responsible for answering student account questions, responding to departmental emails, generating portal email messages regarding deadlines and information requests. This position partners with campus regarding updates, changes and ongoing training regarding Student Account and Billing related policies and procedures to ensure adherence to UWG customer service model. This position records student payments from external sources through Flywire and TransferMate. The Student Account Representative maintains and updates the department's website,
which includes regularly monitoring the website for needed updates, changes and ensuring all information on the website is up-to-date and accurate. This position is the supervisor for the department's Federal Work Study Student workers. The Student Account Representative submits all supply orders for the department. This position will also serve as a backup for the Cashier's office. Other duties as assigned. The individual in this position must effectively handle a large flow of student traffic, phone calls, and other communications in a professional and courteous manner.
Responsibilities
Answering student account questions and responding to the departmental emails regarding a wide range of student account issues. Generating portal messages regarding deadlines and
information requests. Recording student payments from external sources through Flywire and TransferMate.
Assisting with walk-in traffic and telephone calls. Orders departmental supplies through the purchasing portal. Ad hoc projects. Backup for the Cashier's office.
Supervising Federal Work Study Student workers. Maintain and develop a professional collaborative relationship with important cross-campus partners. Maintain an up to date knowledge of general processes and procedures of the various campus partners. Proactively ensure cross-campus partners are up to date with current Student Account related processes and procedure. Proactively identify the need to provide training as needed to department and cross-campus partners.
Ensure Federal Work Study Student workers are current on all UWG and Office of Student Accounts and Billing Services Policies and procedures. Stay abreast of current tools, training, and products available for system development and support. Complete UWG required annual training.
Required Qualifications
Educational Requirements
High School Diploma or Equivalent
Other Required Qualifications
A bachelor's degree or High School diploma and 2 years experience in a customer service setting. Must be able to demonstrate outstanding communication skills: written and verbal, the ability to be very detailed oriented, work under strict timelines, the ability to work under pressure, the ability to work within a team setting, excellent MS Word, MS PowerPoint, and MS Excel skills. This position must maintain a courteous and helpful relationship with students, parents, faculty, staff, vendors, and the general public.
Required Experience
Seven or more years of direct customer service experience; OR Bachelor's degree and five or more years of direct customer service experience; OR Associate's degree and six or more years of direct customer service experience. Experience supervising or managing one of the following: staff member, process or project. Advanced experience providing collaborative customer service via multiple methods: telephone, email, in-person and through virtual meetings.
Preferred Qualifications
Preferred Educational Qualifications
Bachelors Degree
Preferred Experience
Work experience in higher education. Preference will be given to anyone with experience in the following areas: Banner Student Information Systems, PeopleSoft, IVANTI ticketing system, Nelnet
Enterprise, BankMobile, and TouchNet. Understanding of FERPA regulations.
Proposed Salary
$18.62 - $23.05 hourly. Paid on a bi-weekly basis.
Abilities
Knowledge, Skills, & Abilities
The ability to be very detailed oriented, work under strict timelines, the ability to work under pressure, the ability to work within a team setting, excellent MS Word, MS PowerPoint, and MS Excel skills. The ability to successfully meet deadlines. Attention to detail. Excellent computer skills with significant experience with Microsoft Excel. Ability to learn to create pivot tables, use VLOOKUP functionality, and maintain large and complex spreadsheets. Ability to work under general supervision and work effectively in a high-volume work environment. Ability to communicate effectively and professionally to Students, Cross-campus partners, departmental staff, and departmental & divisional leadership.
KNOWLEDGE
In addition to these job functions, this position will require you to have knowledge and working experience in Microsoft Excel. Advanced experience providing collaborative customer service via multiple methods: telephone, email, in person and through virtual meetings.
Skills
Must be able to demonstrate outstanding communication skills written and verbal. This position must maintain a courteous and helpful relationship with students, parents, faculty, staff, vendors, and the public. Excellent critical thinking skills.
USG Core Values
The University System of Georgia is comprised of our 25 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.
Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653.
Conditions of Employment
Offers of employment are contingent upon completion of a background investigation including a criminal background check demonstrating your eligibility for employment with the University of West Georgia as determined by the University of West Georgia in its sole discretion; confirmation of the credentials and employment history reflected in your application materials, reference checks; and, if applicable, a satisfactory credit check. Applicants may be subject to a pre-employment drug test. Offers are made expressly subject to the applicable federal and state laws, to the statutes, rules and regulations of this institution and to the Bylaws and Policies of the Board of Regents (BOR) of the University System of Georgia (USG), which are available for your inspection upon request.
Equal Employment Opportunity
The University of West Georgia is an equal employment, equal access, and equal educational opportunity, and affirmative action institution. It is the policy of the University of West Georgia to recruit, hire, train, promote, and educate persons without regard to race, color, national or ethnic origin, age, disability, gender, religion, sexual orientation, gender identity, or veteran status as required by applicable state and federal laws (including Title VI, Title VII, Title IX, Sections 503, and 504, ADEA, ADA, E.O. 11246, and Rev. Proc. 75-50)
Other Information
The mission of the University of West Georgia is to enable students, faculty, and staff to realize their full potential through academic engagement, supportive services, professional development, and a caring, student-centered community. The institutional mission and daily operation of the University of West Georgia are guided by our values that support our vision to be the best place to work, learn, and succeed: ACHIEVEMENT, CARING, COLLABORATION, INCLUSIVENESS, INNOVATION, INTEGRITY, SUSTAINABILITY, and WISDOM.
Location: UWG Recruiting Location
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 296395
About Us
Since 1906, the University of West Georgia (UWG) has been home to those who seek a transformative college experience. UWG is a leading residential, doctoral comprehensive university that offers a broad undergraduate and graduate curriculum based on a liberal arts foundation.Nestled among the pines on a picturesque 645 acres is the University of West Georgia- a hidden gem approximately 40 miles west of Atlanta. Serving approximately 16,000 students, and offering more than 100 programs, UWG is committed to advancing innovative academic programs and a student-centered business model. Perennially ranked by U.S. News & World Report, the Princeton Review, and Colleges of Distinction as a top national university, West Georgia offers 86 fields of study, including business, computing, nursing, education, STEM, communication and digital media, social sciences, and the fine and performing arts. UWG generates a regional economic impact of more than $650 million annually and provides a safe, quality, and affordable university experience that connects students to post-graduate career and leadership opportunities. UWG has been recognized by the Carnegie Foundation for its institutional commitment to community engagement through teaching, research and creative activities, and public service. West Georgia is one of only 119 U.S. colleges and universities to receive the elective classification in 2020 and is among only 359 institutions nationally. Dedicated to creating a first-choice university for students, alumni, employees, and communities, UWG seeks employees who will advance and support the University's mission of fulfilling the talent needs of western Georgia and the Atlanta metropolitan area, while contributing to the social, cultural, and economic development of the region and state.
The University of West Georgia offers a comprehensive total rewards package designed to support faculty and staff across multiple dimensions; health, wellness, financial security, and professional growth. Employees working at least 30 hours per week gain access to a range of health plans, including medical, dental, and vision, wellness programs, and robust retirement options through Georgia Teachers Retirement System (TRS), Optional Retirement Program, and voluntary 403(b) and 457(b) plans. Employees are granted 13 paid holidays and paid time off accruals and are eligible to participate in the University System of Georgia's Tuition Assistance Program. Fringe benefits include a variety of resources focused on employee physical, mental, financial, and social well-being through Acentra Employee Assistance Program in addition to personal financial advising with Captrust. UWG also offers exclusive discounts and special offers on entertainment, travel, and other products and services through the Perks at Work program, free access to the university recreation facility, discounted campus dining options, and more!
Living in Carrollton, "The City of Dreams," offers the advantages of city life with a small-town vibe. This progressive community with Southern flair offers plenty of shopping, restaurants, nightlife opportunities, and cultural events. Named a City of Excellence in Georgia and listed as one of the 50 Best Small Southern Towns, Carrollton is the cultural, educational, health care, and commercial center for the west Georgia region.
At the heart of Carrollton is its historic downtown and Adamson Square lined with shops, galleries, and restaurants. Each season offers unique local events and opportunities for year-round recreation. Outdoor activities abound through award-winning spaces, including an 18-mile paved walking and biking Greenbelt trail that encircles the city and passes through the UWG campus.
The city embraces the University's students, faculty, and staff, and welcomes the diversity UWG brings to the community.
Invested in education with highly rated city and county K-12 systems, both city and county public school graduation rates are 90% and above and rank among the top in the nation by U.S. News & World Report.
Location
Our campus is located at 1601 Maple Street, Carrollton, GA 30118.
Faculty and staff members are expected to be physically present on campus as needed to support the in-person educational experience and on-campus vitality at the University of West Georgia. Depending upon teaching assignments and student demand, this could include the Carrollton or Newnan campuses.
Job Summary
This position provides a high level of customer service and assists the communication and customer services efforts of the Office of Student Accounts and Billing Services. This position is
responsible for answering student account questions, responding to departmental emails, generating portal email messages regarding deadlines and information requests. This position partners with campus regarding updates, changes and ongoing training regarding Student Account and Billing related policies and procedures to ensure adherence to UWG customer service model. This position records student payments from external sources through Flywire and TransferMate. The Student Account Representative maintains and updates the department's website,
which includes regularly monitoring the website for needed updates, changes and ensuring all information on the website is up-to-date and accurate. This position is the supervisor for the department's Federal Work Study Student workers. The Student Account Representative submits all supply orders for the department. This position will also serve as a backup for the Cashier's office. Other duties as assigned. The individual in this position must effectively handle a large flow of student traffic, phone calls, and other communications in a professional and courteous manner.
Responsibilities
Answering student account questions and responding to the departmental emails regarding a wide range of student account issues. Generating portal messages regarding deadlines and
information requests. Recording student payments from external sources through Flywire and TransferMate.
Assisting with walk-in traffic and telephone calls. Orders departmental supplies through the purchasing portal. Ad hoc projects. Backup for the Cashier's office.
Supervising Federal Work Study Student workers. Maintain and develop a professional collaborative relationship with important cross-campus partners. Maintain an up to date knowledge of general processes and procedures of the various campus partners. Proactively ensure cross-campus partners are up to date with current Student Account related processes and procedure. Proactively identify the need to provide training as needed to department and cross-campus partners.
Ensure Federal Work Study Student workers are current on all UWG and Office of Student Accounts and Billing Services Policies and procedures. Stay abreast of current tools, training, and products available for system development and support. Complete UWG required annual training.
Required Qualifications
Educational Requirements
High School Diploma or Equivalent
Other Required Qualifications
A bachelor's degree or High School diploma and 2 years experience in a customer service setting. Must be able to demonstrate outstanding communication skills: written and verbal, the ability to be very detailed oriented, work under strict timelines, the ability to work under pressure, the ability to work within a team setting, excellent MS Word, MS PowerPoint, and MS Excel skills. This position must maintain a courteous and helpful relationship with students, parents, faculty, staff, vendors, and the general public.
Required Experience
Seven or more years of direct customer service experience; OR Bachelor's degree and five or more years of direct customer service experience; OR Associate's degree and six or more years of direct customer service experience. Experience supervising or managing one of the following: staff member, process or project. Advanced experience providing collaborative customer service via multiple methods: telephone, email, in-person and through virtual meetings.
Preferred Qualifications
Preferred Educational Qualifications
Bachelors Degree
Preferred Experience
Work experience in higher education. Preference will be given to anyone with experience in the following areas: Banner Student Information Systems, PeopleSoft, IVANTI ticketing system, Nelnet
Enterprise, BankMobile, and TouchNet. Understanding of FERPA regulations.
Proposed Salary
$18.62 - $23.05 hourly. Paid on a bi-weekly basis.
Abilities
Knowledge, Skills, & Abilities
The ability to be very detailed oriented, work under strict timelines, the ability to work under pressure, the ability to work within a team setting, excellent MS Word, MS PowerPoint, and MS Excel skills. The ability to successfully meet deadlines. Attention to detail. Excellent computer skills with significant experience with Microsoft Excel. Ability to learn to create pivot tables, use VLOOKUP functionality, and maintain large and complex spreadsheets. Ability to work under general supervision and work effectively in a high-volume work environment. Ability to communicate effectively and professionally to Students, Cross-campus partners, departmental staff, and departmental & divisional leadership.
KNOWLEDGE
In addition to these job functions, this position will require you to have knowledge and working experience in Microsoft Excel. Advanced experience providing collaborative customer service via multiple methods: telephone, email, in person and through virtual meetings.
Skills
Must be able to demonstrate outstanding communication skills written and verbal. This position must maintain a courteous and helpful relationship with students, parents, faculty, staff, vendors, and the public. Excellent critical thinking skills.
USG Core Values
The University System of Georgia is comprised of our 25 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.
Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653.
Conditions of Employment
Offers of employment are contingent upon completion of a background investigation including a criminal background check demonstrating your eligibility for employment with the University of West Georgia as determined by the University of West Georgia in its sole discretion; confirmation of the credentials and employment history reflected in your application materials, reference checks; and, if applicable, a satisfactory credit check. Applicants may be subject to a pre-employment drug test. Offers are made expressly subject to the applicable federal and state laws, to the statutes, rules and regulations of this institution and to the Bylaws and Policies of the Board of Regents (BOR) of the University System of Georgia (USG), which are available for your inspection upon request.
Equal Employment Opportunity
The University of West Georgia is an equal employment, equal access, and equal educational opportunity, and affirmative action institution. It is the policy of the University of West Georgia to recruit, hire, train, promote, and educate persons without regard to race, color, national or ethnic origin, age, disability, gender, religion, sexual orientation, gender identity, or veteran status as required by applicable state and federal laws (including Title VI, Title VII, Title IX, Sections 503, and 504, ADEA, ADA, E.O. 11246, and Rev. Proc. 75-50)
Other Information
The mission of the University of West Georgia is to enable students, faculty, and staff to realize their full potential through academic engagement, supportive services, professional development, and a caring, student-centered community. The institutional mission and daily operation of the University of West Georgia are guided by our values that support our vision to be the best place to work, learn, and succeed: ACHIEVEMENT, CARING, COLLABORATION, INCLUSIVENESS, INNOVATION, INTEGRITY, SUSTAINABILITY, and WISDOM.
Salary : $650