Reporting to the Director Finance and Administration, the Student Account Representative is responsible for carrying out the financial analysis and administrative tasks associated with student account management and transaction reconciliation including the processing of refunds. The Student Account Representative must also perform reconciliation of other financial accounts as well as perform analysis on individual student accounts. In addition, the Student Account Representative provides high-level support to the operation of the Office of the University Registrar (OUR) to ensure its overall success which includes daily interactions and communication with students ensuring student academic and financial records are accurate and complete, including tuition and fees transactions. This position requires a strong focus on customer service and the ability to communicate effectively both verbally and written. The incumbent acts as the first level contact for concerns raised by students and families, continuously maintaining positive relationships through the provision of excellent customer service.

KEY RESPONSIBILITIES:

• Troubleshoots and resolves student account transaction issues, enrollment and registration issues as they arise, redirecting only unusual problems to more senior staff. This will involve consultation with the Registration and Fees team in the OUR
• Supports and maintains student financial accounts, including, but not limited to the administration of payment plans, analysis and explanations regarding student accounts and processing reversals in student accounts
• Identifies and develops solutions to ensure student issues are resolved. Shares documented issues and resolutions with SF team
• Analyzes student accounts and is able to explain activity therein and responds to queries from students and staff
• Processes incoming and outgoing e-mail and maintains a mail log, ensuring that communications are distributed or redirected correctly, often working with very sensitive and highly confidential information
• Assists in downloading daily secure files from the bank website for the Records and Services bank accounts. Monitors transactions and identifies payments that are not posted through normal processes, identifies payments that belong to different Queen’s departments, identify fraudulent withdrawals and follows the banking protocol to ensure they are credited back to the account in a timely manner
• Monitors the Records and Services bank accounts, assists with analyzing and reconciling outstanding items including online credit cards transactions; ensuring posts to student accounts in PeopleSoft are accurate for three different departments
• Assist in locating unreconciled items for other bank accounts across the university
• Creates and generates reports based on routine queries and identifies discrepancies
• Initiates and prepares correspondence, compiles, processes and distributes information
• Assists in the administration of the student refund process, which includes monitoring the nightly batch refunds, communicating with students regarding their refund requests, coordinates with the Smith School of Business, Continuing Teachers Education, and Queen’s School of English to address their student refund needs, coordinates the execution of the semi-annual auto-refund events, and processing fee refund requests from students
• Maintains configuration for Service Charges and posts monthly Service Charges to Student’s accounts
• Monitors and performs analysis on student accounts; responds to queries from students and staff in regard to account activity escalating unusual and complex issues to Director
• Assists in improving the overall relationship between students and their experience at Student Records and Services in the OUR, specifically related to Student Financials
• Interprets, analyzes, develops and implements policies and procedures as approved by the Director in relation to issues within Student Financial systems, SOLUS and their impact on students, in order to enhance client-service relationship, both internally and externally. Makes recommendations for process improvements regarding the maintenance of students’ accounts.
• Acts as the main contact for students, faculty, and staff for SOLUS assistance specific to Student Financials
• Maintains documentation of the policies and procedures that pertain to this position
• Provides backup for other Student Financials staff by staying current on Student Financials processes performed regularly by other staff
• Assists in Registration and Fees processes and communications
• Works with Convocation and Communication Coordinator in Student Services as back up in the updating and editorial support of the OUR presence in electronic media
• Works on short term projects established to improve the Student Financials business processes
• Other duties as assigned