Student Accounts Coordinator I (CL9821)

Job Description

The Student Accounts Coordinator I (Focus: Cashiering & Customer Experience) serves as the primary front-line representative for Student Accounts within the One Stop environment and is responsible for overseeing cashiering operations, customer service delivery, and day-to-day student support activities. This position ensures accurate processing of student financial transactions, timely execution of refund and payment plan processes, and delivery of exceptional service to students, families, and campus partners. The Coordinator serves as the lead for front-facing Student Accounts operations and supports consistent communication, service standards, and documentation practices within the office. In alignment with Stetson’s Strategic Priorities, this position works collaboratively with Financial Aid, the Registrar, and Finance to promote student success, financial understanding, and operational excellence.

Essential Job Functions and Responsibilities:

• Serve as the primary front-line Student Accounts representative within the One Stop environment, assisting students, families, and campus visitors in person, by phone, and through written communication.
• Receive, process, and accurately post student payments including cash, check, electronic, and approved payment transactions in accordance with university policies and internal controls.
• Perform daily cashier balancing activities and prepare deposits while maintaining accuracy, confidentiality, and audit-ready documentation.
• Process student refunds and coordinate with internal offices to support timely and accurate delivery of funds.
• Process and support administration of university payment plan enrollment and related account activity.
• Monitor and manage Student Accounts shared communication channels, including phone and email accounts, and ensure timely and professional responses.
• Serve as a resource for general student billing questions and provide referrals for specialized inquiries requiring escalation.
• Maintain accurate records of student interactions and support consistent documentation practices within institutional systems.
• Supervise and train student employees assigned to Student Accounts front-line operations and provide guidance regarding customer service expectations, documentation standards, and office procedures.
• Coordinate front desk coverage and assist in maintaining efficient workflow for Student Accounts customer service operations.
• Assist with document management activities including scanning, filing, imaging, and record maintenance in accordance with university practices.
• Identify recurring student concerns and communicate opportunities for process improvement to Student Accounts leadership.
• Maintain and update Student Accounts website content to ensure accurate and timely communication of billing schedules, payment deadlines, office procedures, and student financial information.
• Support the development and distribution of Student Accounts communications, announcements, and informational materials related to billing, payment, and student account processes.
• Support office initiatives and perform additional duties as assigned.

• Knowledge of cashiering operations, payment processing practices, and customer service principles.
• Demonstrated ability to provide exceptional customer service in a high-volume, student-centered environment.
• Working knowledge of cash-handling principles and basic accounting principles.
• Ability to explain billing, payment and general student account information clearly and professionally.
• Strong communication and interpersonal skills with the ability to interact effectively with students, families, faculty, staff, and external stakeholders.
• Demonstrated attention to detail and commitment to accuracy and confidentiality.
• Ability to prioritize multiple responsibilities, adapt to changing demands, and maintain service quality in a fast-paced environment.
• Proficiency with Microsoft Office applications and the ability to learn student information systems and related technology.
• Ability to learn and apply institutional policies, FERPA requirements, and operational procedures.
• Ability to identify customer service concerns and communicate opportunities for process improvement.
• Demonstrated commitment to equity and inclusion through both the completion of job duties and interactions with others.
• Support the University’sMission and Values in their role.

• High school diploma or equivalent required; Associate's degree preferred.
• 0-2 years of accounting, bookkeeping, or office experience.
• Desire to join a distinct university community committed to inclusive excellence, kindness, and collaboration, as it seeks to move Forward Together in making our community and world a better place.

• Associate's or Bachelor's degree in Business Administration, Finance, Accounting, Higher Education Administration, or related field.
• Experience in higher education, student accounts, bursar operations, registrar services, financial aid, or One Stop environments.
• Experience using Banner or other higher education ERP systems.
• Experience training, mentoring, or coordinating student employees or front-line staff.
• Demonstrated experience improving customer service processes and workflow efficiency.
• Familiarity with payment plans, refund processing, and student financial services operations.
• Experience handling financial transactions and maintaining accurate records.
• Experience working in a customer-facing environment.
• Demonstrated proficiency using office technology and business software applications.