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Student Services Associate, Carlow University, Pittsburgh
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May 23, 2023Student Services Associate
The Student Service Associate position is a key member of the Student HUB and works closely with students from Carlow University as well as staff from Student Accounting, Registrar, Financial Aid, Finance, Enrollment, Faculty, and other internal and external partners in a team-oriented approach to provide efficient and customer service.
This student-facing position serves students by ensuring prompt resolution of inquiries, concerns or issues related to their student account to the customer’s satisfaction and comprehension. This role also ensures precision in student financial accounts with accurate billings, payment application, account adjustments and timely reconciliation within related student information and receivables modules of the University ERP system.
Primary Responsibilities:- Process cash, check, and electronic/ACH payments for tuition and other charges or miscellaneous revenue for the University, Campus School and Early Learning Center including remote deposit, GL posting, and batch reconciliation.
- Reconcile payments received from third party online payment processor interfaced into ERP system including analysis and research to ensure proper account application and reconciliation. Apply weekly enrollment deposits processed by merchant service partner including posting and reconciliation.
- Prepare cash deposits for secure pickup and bank processing including reconciliation to daily journals and deposit log ensuring adequate internal controls over cash assets. Scan daily check batches into PNC Pinacle.
- Create payment plans for students including payment schedule and promissory note ensuring University assets are protected and risk managed. Monitor timely payments per agreements, contact students that are delinquent and make necessary adjustments based upon agreed to action plan to keep account current.
- Monitor Student Accounting inbox daily including assigning responsibility to email inquiries and responding to those inquiries promptly and with resolution. Offer solutions to complex concerns and collaborate with or redirect to Financial Aid, Register or responsible department as appropriate.
- Provide superior customer service to students, families, and sponsors in response to walk-in or phone inquiries related to billing, transactions posted to student accounts, payment plans, refunds, financial holds, and other student requests. Offer timely solutions to complex concerns and collaborate with or redirect to Financial Aid, Register or responsible department as appropriate.
- Respond to student inquiries regarding financial holds on student accounts including investigation of hold source and collaborate with Financial Aid, Registrar and Enrollment to assist with prompt resolution.
- Process rejected payments including reversal from student account, investigation, notify party, and work with student to arrange resolution of outstanding balance. Apply NSF fees as applicable.
- Assists students and faculty with Self-Service for registration and advising.
- Complete registration requests for students within policy enforced registration dates and deadlines. Understand all forms and documents within the Registrar’s office pertaining to student registration.
- Understand the financial implications of registration changes and effectively communicate changes to students.
- Receive Leave of Absence and Withdrawal emails and perform applicable duties in relation to account status, updates, refunds, and holds. Communicate processes to students and answer questions as received.
- Process returned mail and update Colleague and/or ECSI SALNET records as appropriate.
- Ability to perform assigned job tasks under pressure and during high-stress situations.
- Assist and/or attend University-sponsored events.
- Maintains the integrity, accuracy, and utility of academic records using Colleague; specifically, performs duties of correcting, changing, or modifying information in accordance with University policies and/or accrediting agencies.
- Ensure confidentiality of student records and written and verbal communications per FERPA guidelines
- Demonstrate and reflect an understanding of, and commitment to the mission and core values of Carlow University and the Sisters of Mercy
- Associate degree or equivalent; Bachelor’s Degree preferred.
- Minimum 2-3 years’ experience, with preference given to candidates in higher education or customer service.
- Intermediate Excel skills including complex formulas, pivot tables, lookups to analyze data.
- Capability to quickly learn ERP systems and associated data warehouse systems.
- Ability to solve complex issues, deliver results achieving monthly, quarterly, and annual deadlines.
- Demonstrated ability to develop positive supportive relationships with students, colleagues, and partners to be effective in a dynamic, collaborative environment in a positive and proactive manner.
- Culture of integrity, dignity and respect for all
- Strong commitment to social justice
- Ethical forward-thinking leadership
- Comprehensive medical, dental, vision, life & disability benefits package
- Tuition benefits for undergraduate and graduate programs
- Health Savings Account and Flexible Spending Account options
- Wellness and Employee Assistance Program
- Complimentary use of Carlow’s fitness center and amenities
Carlow University employees commit themselves to the highest standards of ethical conduct. They commit to act with integrity, treat others with respect and dignity, carefully steward the University's resources, avoid conflicts of interest or commitment, maintain confidentiality, and comply with legal and professional obligations.
Carlow University is an Equal Opportunity/Affirmative Action Employer. We strive for a campus that reflects our urban setting and is inclusive of underrepresented groups to enhance our university community.
To apply, go to the Carlow web page: https://www.carlow.edu/about/employment/